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HCL Technologies

A Utilities major achieves enhanced CSAT and MTTR

A Utilities major achieves enhanced CSAT and MTTR

The client was grappling with a complex distribution system due to a large consumer base.

Visibility for IT assets driving the system was low and monitoring was inefficient. Network alert correlations were difficult, while consumer experience with key technology-enabled services was of reduced quality.

HCL implemented integrated monitoring and management. Proactive network infrastructure management was also enabled along with automated capacity analysis and management. DRYiCETM monitoring layer was actioned and DRYiCETM self-help and knowledge management modules were utilized to simplify processes.

As a result of the changes, CSAT and MTTR for tickets were improved, IT operations were streamlined, SLA enhancements were seen across the board, and costs were optimized as well as IT metrics aligned to business objectives.