ManageEngine helping Telcos in ITSM deployment to Reap the Benefits of Automation and Visibility, Enabling Informed, Data-driven Decisions.
Kuwait Telecommunications has successfully transformed its customer support operations, resulting in an unprecedented 400% reduction in customer response time. The telecom company could bring in this major transformation with the seamless integration and deployment of the IT Service Management (ITSM) solution with the support of ManageEngine.
This is a remarkable achievement for Kuwait Telecommunications Company, in its commitment to provide exceptional service to its growing customer base of more than 2.4 million. The company recognized the need for a cutting-edge solution to expedite response time and enhance operational efficiency. Implementation of ManageEngine’s ITSM solution has proven to be instrumental in achieving a fivefold increase in response time and empowered the company with visibility to make informed, data-driven decisions.
“One of the perennial challenges for us is to ensure the IT infrastructure keeps up with the demands of the telecommunication market, as the technology used is always changing. For the customer support team, this means having an IT infrastructure that can adapt to changing customer needs and market dynamics. Dealing with sensitive customer information and ensuring data security and compliance was paramount, and meeting these requirements without disrupting operations was a continuous challenge,” said Saud Al Akili, Head of Customer Support at Kuwait Telecommunications Company.
Prior to this deployment, Kuwait Telecommunications Company’s IT support team relied on manual IT operations for tracking and managing support requests from the customers’ end. The company’s primary concern was data accuracy, security and compliance, since the company needed to ensure that the information of its millions of customers remains secure, accurate and easily accessible even while standardizing and streamlining an ITSM solution, which the ManageEngine team promptly facilitated.
“ManageEngine’s ITSM solution ServiceDesk Plus successfully reduced the workload of Kuwait Telecommunications Company’s customer support team. Our solution enhanced the team’s ability to effectively monitor and resolve problems, enabling early identification of issue patterns and offering solutions for similar issues in the future,” said Prasanna Venkatesh Srinivasan, Regional Manager, ManageEngine.
The implementation has been a game-changer at Kuwait Telecommunications Company, enhancing workload visibility and reducing overall turnaround time and issue resolution for end users. Remarkably, over 90% of the customer issues were resolved within specified SLAs in the past year.
