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
Unscalable tools and processes, scattered data and tasks among team members
Solution
Managed IT L2 Application Support Service Desk
- Comprehensive SLA-driven Support operating 24/7 to address all IT-related concerns arising within the retail outlets promptly
- Expertise in SAP and Non-SAP Retail Applications ensuring a seamless operational environment for critical systems
- Structured leadership framework with 24/7 shift leads responsible for team management, governance, and escalation handling
- Scalability for seamlessly accommodating doubled outlet capacity, ensuring uninterrupted services during rapid growth phases
- Comprehensive end-user training sessions to enhance awareness and troubleshoot common issues, promoting self-sufficiency among retail staff
- Knowledge Management and Documentation facilitating efficient issue resolution and promoting best practices
- Single Point of Contact (SPOC) for all IT application concerns, effectively liaising with various teams for timely incident resolution
- Holistic Incident Management across different teams to ensure the efficient closure of incidents, addressing concerns promptly and minimizing downtime
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
