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HCL Technologies

Service Desk Automation for Telecom Industry

Service Desk Automation for Telecom Industry

Australian Telecom Major Records a 40% Spike in Service Desk Efficiency with HCL’s Automation Services

Australia’s leading telecommunications and technology organization, with a presence across the globe, felt the need for increased service desk efficiency. The company’s operations included various technologies focusing on wireless networking. These networks varied from the modern GPRS, GSM, and LTE types to more dated legacy systems that involved little automation. Also, the organization had very limited view of applications, processes, and systems. This led to a constant stream of backlog issues and considerably lengthy downtimes.

HCL took stock of the various issues that the client was facing and saw an acute need for automation and greater visibility. To start with, HCL developed a dashboard to monitor the systems and processes. It was also responsible for fault identification and notification of the same. HCL’s automation services played a critical role.

Results were remarkable and immediate. The service desk was now more robust. Automated service delivery also reduced the number of tickets by 40%. Additionally, service desk automation saw virtualization of the servers.

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