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Managed IT L1 Application Support for a Leading $10 Bn Indian Petro Retail Brand

Industry

Retail & e-Commerce

Services

Managed IT Services

 

Overview

The customer, one of India's largest private sector companies, is a $10 Bn Petro Retailer brand specializing in oil and energy. ACL Digital collaborated with the client to provide L1 Application support to 1,500 retail units of the company, which had an immediate positive impact on their operational efficiency.

 

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Challenges

 

 

Lack of ticket handling mechanism

 

Lack of ticket handling mechanism

Limited responsiveness and availability of business-critical applications

 

Limited responsiveness and availability of business-critical applications

Absence of Project governance for end users

 

Absence of Project governance for end users

 

Several data and tasks were scattered amongst various team member

 

Several data and tasks were scattered amongst various team member

No proper mechanism for measuring the Service Level Agreement of services

 

No proper mechanism for measuring the Service Level Agreement of services

 

Outcomes

 

 

  • Higher availability of applications like RPOS and RCASH for end users
  • SLA based Management services during the engagement
  • Increase in operational efficiency through SLA-driven mechanism
  • Enhanced Customer Satisfaction
  • Reduction in incidents through continuous service improvement method
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