24×7 Network Operation & Support Center for Telecom Customer
Indovision partnered with a leading Indian state-owned Tier-1 Telecommunications Company to address operational challenges, with a focus on cost reduction, enhanced customer satisfaction, and improved efficiency across Mobile, Fixed Line, and Wireless Services.
- High Cost of Operations due to Decentralized Support: Incurring significant expenses due to decentralized support structure.
- Low Customer Satisfaction and Experience Scores: Facing challenges in meeting customer expectations, reflected in low satisfaction and experience scores.
- Operational Productivity and Efficiency Issues: Struggling with suboptimal operational productivity and efficiency.
Key Success Factors
The collaborative efforts resulted in a significant reduction in the cost of operations and improved customer satisfaction scores. The implementation of 24×7 support, talent retention strategies, and competency building measures positively impacted operational productivity. The introduction of ITSM tools and process changes streamlined incident management, change control, and problem resolution.