1.
HCL TRANSFORMS THE TELECOM APPLICATION
SUPPORT SERVICES FOR A GLOBAL BRITISH CSP

2.
The customer is a tier–1 Global CSP provider in Europe and
one of the world’s largest providers of communications
solutions and services, operating in around 170 countries.
CLIENT PROFILE

3.
• Enhance customer experience through significantly
improved “Right First Time” initiatives
• Rationalize costs for Application Support &
Maintenance
• Consolidate ASM responsibility with one vendor
• Achieve application rationalization and
decommissioning
CUSTOMER OBJECTIVES

4.
• Created a team of 800+ resources comprising of a Program
Director, Program Managers, Platform Owners, Track Leads,
Team Leads, Project leads, Analysts, Developers and Testers
• Conducted a proactive root cause analysis of the critical
defects having high impact on application up-time and
maintenance costs
• Managed incident and change request effectively
• Improved quality of service by optimizing processes and
providing supporting technology
• Integrated ASM and HCL BPO services
HCL’s SOLUTION

5.
• Reduction in Fault Rates
• ASM costs reduction
• Enhanced Customer Experience resulting in
reduced churn & higher ARPU
• Reduced Vendor Management overheads
BENEFITS

6.
• What were some of the differentiators that HCL brought to the
table in this engagement?
• What were some of the other components of the deployed
solutions?
QUESTIONS
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7.
$6.5 BILLION | 105,000 EMPLOYEES | 31 COUNTRIES