Reliable IT Infrastructure for Nationwide Retail Operations
Strengthening critical IT infrastructure with proactive support, structured service management, and faster incident resolution.
- Industry
- Pharmaceutical
- Industry
- Pharmaceutical
- Scale
- 15,000+ Users · 3,000+ Locations
- Objective
- Improve infrastructure uptime and service quality
- Requirement
- Proactive monitoring, faster incident resolution, and improved user experience
Overview
The Impact
Improving infrastructure reliability, SLA performance, and user experience at scale.
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99.99%
Server & Network Availability
Achieved near-continuous availability across critical IT infrastructure.
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98%
SLA Uptime
Strengthened SLA adherence for incident management and service delivery.
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9/10
CSAT
Improved customer satisfaction through structured and responsive IT support.
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24%
Ticket Reduction
Reduced ticket volumes through proactive support and improved service management.
The Challenge
The retailer needed stronger IT infrastructure management to ensure reliable operations across its extensive store network. Health checks, incident resolution, and customer experience required improvement.
No proper health checkups of critical server and network devices.
Longer time required to resolve service calls and incidents.
Critical infrastructure required stronger monitoring and maintenance.
Customer satisfaction needed improvement through better service delivery.
The Solution
Proactive Infrastructure Support & Service Management Team Computers strengthened IT operations through proactive infrastructure monitoring and structured service management.
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Maintained regular health checks for critical server and network devices.
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Revamped Incident, Service Management, and Asset Management processes.
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Recorded customer feedback through structured Happy Calling processes.
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Deployed 108 engineers to strengthen nationwide infrastructure support.
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Improved incident management for faster service response and resolution.
