EverestIMS ensured minimal downtime, real-time monitoring and hawk-eye view of the entire BSNL network across Madhya Pradesh, thereby creating satisfied and happy customer base yet again, for another Telco giant in India.
EverestIMS Technologies has successfully equipped the most prominent Indian Telco brand, BSNL with a one-stop solution. Everest’s integrated solution, Infrastructure Management Suite (IMS) and ITILv3 based Ticketing Engine (Service Manager) helped BSNL to ensure maximum service quality along with SLA management.
BSNL, was earlier facing major hassles in managing business IT network present across multiple locations in Madhya Pradesh (MP). The BSNL network service link connectivity is spread across thousands of locations within the state through two of its prestigious clients, namely MP SWAN and MP High Court. However, in no time, customers started to complain about disrupted services, interrupted connectivity and heavy downtime -raising serious questions on the quality of services being provided by BSNL.
BSNL (MP) was looking for an integrated and comprehensive tool, which allows with a hawk-eye view of all links across the state. Along with reports and dashboards aligned to their specific business needs, the tool must have the capability to manage SLAs of incidents that are detected or received from any customer site. They wanted a solution that not only minimizes downtime, but also monitors network/link connectivity in real time, thereby offering better customer satisfaction with uninterrupted services.
Everest’s integrated solution of Everest Infrastructure Management Suite (IMS) and ITILv3 based Ticketing Engine (Service Manager) helped resolve BSNL’s painstaking customer experience and ensure superior service delivery. Everest’s multi-tenant capability, clubbed with an inbuilt Service Desk was perfect for BSNL’s criteria of implementation of the tool through a RIMS (Remote Infrastructure Managed Services) setup managed by a 3rd party partner. BSNL now can proactively monitor the health & performance of all the links providing connectivity to all its customers spread across the state.
Satish Kumar V, CEO at Everest said, “BSNL was not in a position to compromise with the customer experience under any circumstances. Everest caught BSNL’s core IT team’s attention quicker than expected, through its accurate, real-time monitoring capabilities, customized reports & unified dashboards enabling seamless monitoring of the entire BSNL network at a glance. Our strategic partnership with Shivam Associates helped us in providing a 360 degree business solution – the integrated tool from our end and a 24×7 NOC service from their side. We are pleased to serve BSNL with a comprehensive, integrated tool to manage all the links across the state.”
