A leading NBFC with a PAN-India presence, 430+ branches, and 4,200+ users partnered with us to streamline End-User Support Services, asset management, L2/L3 support, and vendor coordination. Our 25-member centralized team, backed by resident engineers across regions, ensures seamless operations and enhanced user experience.
Challenges
- Vendor Dependency & Cost Pressure:
Heavy reliance on external vendors increased operational costs and limited control over service quality.
- Inefficient Support Model:
Legacy staffing approach with no standardized SOPs led to fragmented ownership and high individual dependency.
- Unstructured Asset Management:
Lack of centralized asset tracking created process inefficiencies and compliance risks.
- Business Expansion:
Growth from ~350 to 430+ branches and 1,200+ additional users placed significant strain on the existing support model.
- Limited Technical Depth:
Requirement for L2/L3 expertise was not covered under the original end-user support scope.
- Service Continuity Risk:
Maintaining consistent SLA compliance became increasingly challenging with rising workload and complexity.
Our Approach
- Centralized EUSS:
25-member PAN-India team with field engineers.
- Workload Absorption:
25% growth managed without new hires.
- Asset Management
IT lifecycle worth ~₹9.5L handled at no cost.
- Vendor Optimization:
28% fewer on-site visits.
- Technical Depth:
On-demand L2/L3 support for faster resolution.
- Governance:
SLA tracking, hybrid delivery, standardized escalations.
Achievements & Impact
Our partnership delivered measurable business benefits across cost, scale, and service quality:
Service Excellence
Service Excellence
- Maintained >98% SLA adherence MoM across severity levels
- Reduced dependency on external vendors, ensuring faster resolution times
- Strengthened end-user satisfaction with timely incident management
- Seamless support during branch expansion (350 → 430+)
- Enabled uninterrupted IT operations for 4,200+ users.
- ₹25L+ annual savings via workload absorption & vendor optimization
- Asset management integrated, avoiding ~₹9.5 Lakhs/year additional cost.
Conclusion
By combining strategic resource deployment, cost optimization, and expanded service scope, we transformed the client’s IT support into a scalable, resilient, and business-aligned model.
This case demonstrates how service excellence and financial prudence can coexist, ensuring technology remains an enabler of business growth.
