Managed IT Service Desk for a $10 billion Leading Petro Retailer Brand in India
Overview
The client is a major $10 billion petro retailer based in India. ACL Digital provided Level 1 Service Desk support for IT issues across the client’s 1,500 retail petrol outlets nationwide. ACL Digital’s Managed IT Service Desk transformed IT operations and boosted overall customer satisfaction with improved support and resolution processes.
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Challenges
Lack of a structured ticket management system
No single point of contact (SPOC) for end users
Scalability issues in tools and processes, leading to fragmented data and task management across various team members
Inadequate mechanisms for tracking and measuring SLAs
Solution
Managed IT Service Desk Implementation
- 24/7/365 Support: Provided round-the-clock, SLA-based technical support for IT issues at retail petrol outlets.
- Scalable System: Implemented a scalable solution capable of handling support efficiently even with the doubling of retail locations.
- IT Process Training: Delivered IT process training to end users and created knowledge articles and tips for faster issue resolution.
- SPOC Deployment: Established a dedicated SPOC to coordinate with various support teams, prioritize incident resolution, and address gaps.
Outcomes
- Achieved a 20% reduction in costs through managed infrastructure services
- Delivered IT support across 1,500 locations
- Ensured effective management and service during peak business hours
- Achieved zero abandoned calls by properly deploying resources during high-demand periods
- Improved operational efficiency through SLA-driven mechanisms
