Managed Services Support for a Leading Manufacturing Unit
The client is a market leader in the automotive manufacturing Industry with 11000+ employees and 17K+ assets.
Definition
Comprehensive IT support from deskside to data centre and disaster recovery
- 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
- DC & DR support
Solution
Always-on, standardised operations with 100+ skilled resources driving continuous improvement
- 24×7 incident management at the client site
- Seamless 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 – 100+ on L1/L2 desktop & networking
Impact
Improved FCR by 70%, 97% inventory accuracy, and 25% fewer repeat incidents
- 70% increase in FCR rate
- SLA improvement in end-user management
- 97% increase in accuracy of physical IT inventory management
- Increased resource productivity
- 100% compliance on audit
- CSAT improved to 95%
- Call volume reduction by 25% through RCA
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