Overview
The customer is a $1.6 billion fastest-growing telco giant based in India. ACL Digital’s Managed IT Service Desk transformed operational efficiency and support quality for the leading telecom provider, delivering substantial cost savings and performance improvements.
Challenges
Limited responsiveness and availability for business-critical applications
Absence of a structured ticket-handling mechanism
Inadequate governance and low operational productivity
Lack of a proper mechanism for tracking and measuring SLAs
Benefits
- Enhanced availability of critical business systems like RPOS and EPOS for partners and distributors
- Achieved a 40% reduction in operational costs by deploying appropriately skilled resources
- Improved response times for business-critical applications
- Optimized manpower requirements and improved SLAs for service delivery
