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.
Challenges
Lack of ticket handling mechanism
Limited responsiveness and availability of business-critical applications
Absence of Project governance for end users
Several data and tasks were scattered amongst various team member
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
