Managed IT L1 Application Support for a Leading $10 Bn Indian Petro Retail Brand
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
Limited responsiveness and availability of business-critical applications
Absence of Project governance for end users
Lack of organised data and tasks among team members
Lack of proper mechanism for measuring the Service Level Agreement of services
Solutions
Managed IT L1 Application Support
- SLA-based 24/7/365 Managed L1 application support for all application issues at the petro retail outlets
- Designed scalable solution, which has provided services even after doubling the retail outlets by customer
- Delivered the IT Process Training to end users. Creation of knowledge articles and knowledge tips
- Acted as SPOC for all IT Application issues and concerns and coordinated with different teams for the closure of Incidents and bridging gaps
- Developed Applications/Web portal: RCASH (in-House Cash Management), RPOS (Retail Point Of Sale), PNOC (Petroleum Network Operation Network), TCFA (Trans Connect Fleet Application), E-commerce, ROAMS (Retail Outlet Audit Management System), MMS (Manpower Management System)
- Total manpower deployed: 30
Outcomes
- Increased Application Availability of critical applications such as RPOS, ensuring uninterrupted operations for end users
- Heightened operational efficiency, optimizing processes and resource allocation
- Successfully minimized incidents enhancing overall operational stability
