VMware Support with TSE Level 2 Expertise for a US-based Cloud Computing Technology Provider
Overview
The customer is a $14 Bn leading American cloud computing and virtualization technology company headquartered in California. ACL Digital has provided TSE Level 2 support engineers for end customer support. By enhancing responsiveness, automating processes, and establishing robust governance and performance metrics, ACL Digital drove substantial operational efficiencies and customer satisfaction for the client.
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Challenges
Improve the technical staff’s responsiveness to minimize disruptions for customers
Streamline and automate siloed processes managed through a ticketing system
Increase predictability and overall service quality for end customers
Solution
TSE Tier 2 Engagement
- Round-the-Clock Support: Provided 24/7/365 technical support to over 10,000 customers for VMware products.
- Rapid Resource Scaling: Quickly scaled resources to handle peak incidents efficiently.
- Security Governance: Ensured robust security governance for all deliverables.
- KPI Management: Monitored and managed project and resource KPIs.
- CSAT and SLA Implementation: Established Customer Satisfaction (CSAT) and Service Level Agreements (SLA) to improve ticket tracking and productivity.
Outcomes
- Improved operational efficiency through SLA-driven mechanisms
- Supported over 10,000 customers and managed approximately 3,000 incidents per month
- Implemented centralized governance and communication management.
- Boosted customer satisfaction through process improvements, SOP creation and documentation, and process automation
- Cut down pending ticket backlog by 40%
