Overview
The client is a $220 Bn leading hydrocarbon brand based in India. As a large multinational conglomerate, the client has businesses across industries such as petrochemicals, retail, natural gas, mass media, textiles, and energy. ACL Digital partnered with the brand to provide L1 SAP backend Support service across their domain.
Challenges
Lack of ticket handling mechanism
Absence of SOPs and Project Governance for end users
Lack of proactive problem management
Limited Governance and Operational Productivity
Scattered data and tasks amongst various team members
Lack of proper mechanism for measuring the Service Level Agreement of services
Outcomes
- 20% reduction in operational cost since the resources with the right skills were deployed
- Reduction in incidents through continuous service improvement method
- SLA-based management services during the engagement
- Increase in operational efficiency through SLA-driven mechanism
- Enhanced customer satisfaction
