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HCL Transform the telecom application support services fora global British CSP

HCL Transform the telecom application support services fora global British CSP

Client Information

To transform and differentiate from the competition, by focusing on becoming the No.1 customer-centric company.

HCL Solution

Set up an effective multi-vendor governance structure with customer, HCL and incumbent vendors.Create a team of 800+ resources comprising of a Program Director, Program Managers, Platform Owners, Track Leads, Team Leads, Project leads, Analysts, Developers and Testers.Develop a comprehensive plan for the transitioning phase to gain complete insight on the application state.Execute a seamless onshore (UK) and offshore (multiple locations in India) transition - ensure effective knowledge transfer in the shortest possible timeframe (by deploying the HCL ASSeT Transition Framework).Conduct a proactive root cause analysis of the critical defects having high impact on application up-time and maintenance costs.Manage incident and change request effectively.Integrate ASM and HCL BPO services.

Business Benefits

Reduction in Fault Rates.ASM costs reduction.Enhanced Customer Experience resulting in reduced churn & higher ARPU.Reduced Vendor Management overheads.

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