We made a visible and
measurable impact to our
client's business
improvement in SLA compliance, ensuring timely issue resolution
reduction in support ticket backlog, optimizing IT processes
boost in user satisfaction, driven by proactive IT support
increase in operational efficiency, through structured resource management
About the Client
A leading Indian financial institution managing 120,000+ Android and iOS devices was facing operational inefficiencies in its Enterprise Mobility Management (EMM) support. The lack of a structured framework led to delayed resolutions, compliance gaps, and resource misallocation.
The Problem
The institution struggled with several critical IT support inefficiencies:
- High volume of unresolved support tickets, with no structured SLA tracking
- Limited project management visibility, causing delays and compliance risks
- Ineffective incident management, leading to prolonged downtime for end-users
- Resource misallocation, affecting 24x7 support and escalation handling
- Outdated knowledge management, reducing the efficiency of support teams
- Limited data insights, making it difficult to track issue trends and optimize workflows
A scalable and structured EMM support framework was needed to address these challenges effectively.
Our Approach
Lauren implemented a comprehensive EMM support transformation, focusing on process optimization, automation, and enhanced governance.
- Revamped Ticketing & SLA Management – Optimized issue categorization and automated knowledge-based recommendations to accelerate ticket resolution.
- Enhanced Knowledge Management – Developed simplified SOPs and user guides, reducing dependency on support teams.
- Optimized Project Management – Introduced standardized frameworks for application deployments, tracking, and stakeholder communication.
- Efficient Incident Response – Strengthened coordination with OEMs and assigned senior resources for immediate troubleshooting of critical issues.
- Strategic Resource Allocation – Improved workforce distribution to ensure uninterrupted 24x7 operations and better escalation handling.
- Actionable Insights & Reporting – Designed intuitive dashboards and reports to provide data-driven insights for continuous process improvement.
Tech Stacks Used
Security & Compliance: Secure Score
Automation & Ticketing: (Client-specific tools and platforms used)
Reporting & Insights: (Data visualization tools implemented)
The Result
- 50% SLA compliance improvement, ensuring faster resolution of end-user issues
- 40% reduction in support backlog, enhancing operational efficiency
- 30% increase in user satisfaction, driven by proactive IT support
- Stronger governance & reporting, enabling proactive decision-making
- Future-proofed IT support, establishing a scalable model for long-term efficiency