Managed Services Support for a Leading Retail Chain
Client is a leading Indian retail chain with 14,000+ employees and 18K assets.
Definition
End-to-end IT infrastructure management for a national retail chain
- Deskside support and service management
- L1 support for network and Wintel servers
- L2 support for Point-of-Sale machines, POS scanners, desktops, laptops, Windows OS, and printers
- L1 support for inventory scanners
- Ticket logging and resolution; daily updates on incidents, service requests, and activities
Solution
Established a governed, standardised operation built for continuous improvement
- 16×7 incident management at the client site
- Deskside support for issue resolution
- Development and standardisation of processes and policies and improvement of CSAT
- Ensuring smooth execution of day-to-day business activities
- CSI to improve policies and processes through standardisation across services
- Optimum utilisation of available resources and control attrition
- Skills provided on L1/L2 Networking
Impact
Improved resolution speed, inventory accuracy, audit compliance, and satisfaction
- 80% increase in FCR rate
- SLA improvement in end-user management
- 99% increase in accuracy of physical IT inventory management
- Increased resource productivity
- 100% compliance on audit
- CSAT improved to 95%
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