Managed IT L2 Application Support Service Desk for a Leading $21 Bn Retail Indian Brand
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. Our multifaceted approach has not only resolved existing challenges but also positioned the brand for sustained growth and success in the competitive retail sector.
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Challenges
Absence of Project Governance for end users
Lack of proper mechanism for measuring the Service Level Agreement of services
Lack of ticket handling mechanism for Application related incidents
Lack of proactive problem management
Unscalable tools and processes, scattered data and tasks among team members
Outcomes
- 40% Cost Optimization achieved by optimizing Managed Service Provider contracts
- Decrease in daily open tickets within a short span of two months, showcasing rapid operational improvement
- Implemented a robust centralized system, enhancing coordination and control across the organization
- Proactively identified and resolved issues, leading to a reduction in incidents
- Ensured services were delivered with higher precision that improved operational efficiency
