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Managed IT L2 Application Support Service Desk for a Leading $21 Bn Retail Indian Brand

Industry

Retail & e-Commerce

Services

Managed IT Services

 

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 for improved operational efficiency and enhanced customer experience.

 

Managed IT L2 Application Support Service Desk-Overview.jpg

Challenges

 

 

Absence of Project Governance for end users

 

Absence of Project Governance for end users

No proper mechanism for measuring the Service Level Agreement of services

 

No proper mechanism for measuring the Service Level Agreement of services

Lack of ticket handling mechanism for Application related incidents

 

Lack of ticket handling mechanism for Application related incidents

 

Lack of proactive problem management

 

Lack of proactive problem management

Tools and processes were not scalable, data and tasks were scattered among various team members

 

Tools and processes were not scalable, data and tasks were scattered among various team members

 

Outcomes

 

 

  • 40% Cost Optimization through MSP Contract
  • Reduction of daily Open tickets from 6000+ to 600 within two months of Operations
  • Established centralized governance and communication management
  • Reduction in incidents through continuous service improvement method
  • Increase in operational efficiency through SLA-driven mechanism
  • Enhanced Customer Satisfaction
Managed IT L2 Application Support Service Desk-Outcome.jpg