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
Complex Cloud Environment
Lack of a structured ticket management system
Limited Security Expertise
No single point of contact (SPOC) for end users
Evolving Threat Landscape
Scalability issues in tools and processes, leading to fragmented data and task management across various team members
Evolving Threat Landscape
Inadequate mechanisms for tracking and measuring SLAs
Benefits
Leverage the data for clinical and operational decisions to support and deliver value-based healthcare
Improved Security Posture
Our experienced team with a proven track record ensures that you receive expert guidance every step of the way.
Enhanced Visibility
We offer customized, comprehensive cybersecurity coverage, designed to meet your unique business needs.
Reduced Costs
Utilizing cutting-edge tools, we continuously innovate and improve to stay ahead of emerging threats.
Compliance Adherence
With a focus on collaboration and results, we prioritize building solutions that work effectively for your organization.
Benefits
Leverage the data for clinical and operational decisions to support and deliver value-based healthcare
Improved Security Posture
Our experienced team with a proven track record ensures that you receive expert guidance every step of the way.
Enhanced Visibility
We offer customized, comprehensive cybersecurity coverage, designed to meet your unique business needs.
Reduced Costs
Utilizing cutting-edge tools, we continuously innovate and improve to stay ahead of emerging threats.
Compliance Adherence
With a focus on collaboration and results, we prioritize building solutions that work effectively for your organization.
Outcome
Leverage the data for clinical and operational decisions to support and deliver value-based healthcare
- 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
