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.
Challenges
Absence of Project Governance for end users
No proper mechanism for measuring the Service Level Agreement of services
Lack of ticket handling mechanism for Application related incidents
Lack of proactive problem management
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
