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.
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
Benefits
- 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%
