Managed IT L2 Application Support Service Desk for a Leading $21 Bn Retail Indian Brand
Overview
The client is a $21 Bn leading retail brand and India’s largest fashion retail chain offering apparel and fashion accessories through a diversified portfolio of its own, national and international brands. ACL Digital has provided an L2 Application Support Service Desk to their 18,000+ retail units across India. Our multifaceted approach has not only resolved existing challenges but also positioned the brand for sustained growth and success in the competitive retail sector.
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Challenges
Absence of Project Governance for end users
Lack of proper mechanism for measuring the Service Level Agreement of services
Lack of ticket handling mechanism for Application related incidents
Lack of proactive problem management
Unscalable tools and processes, scattered data and tasks among team members
Solutions
Managed IT L2 Application Support Service Desk
- SLA-based 24X7X365 application support desk for all IT issues occurring at the retail outlets
- Support provided for SAP and NON-SAP Retail Applications
- Deployed 24/7 Shift leads for managing and governing their respective team
- Scalable solution which has provided services after doubling the outlets by customer
- Training has been provided to end users regarding user awareness issues. Created knowledge articles and knowledge tips
- Acting as SPOC for all IT Application issues and concerns and coordinating with different teams for the closure of Incidents and bridging gaps
- Total manpower deployed: 157
Outcomes
- 40% Cost Optimization achieved by optimizing Managed Service Provider contracts
- Decrease in daily open tickets within a short span of two months, showcasing rapid operational improvement
- Implemented a robust centralized system, enhancing coordination and control across the organization
- Proactively identified and resolved issues, leading to a reduction in incidents
- Ensured services were delivered with higher precision that improved operational efficiency
