Case Study: a major Latin American telecommunications operator reduces incidents and improves app quality with Getronics

a major Latin American telecommunications operator cuts Tier 1 incidents by 82% with Getronics

Getronics partnered with a major Latin American telecommunications operator in Argentina that was struggling with a fragmented application support model. The customer faced a high volume of recurring incidents across its critical digital services, which needed 24/7 availability, and also sought to improve the quality of its flagship consumer mobile app.

Getronics redesigned the operational model by deploying a unified Tier 1 and 2 service desk and application managed services, while establishing a dedicated QA and testing factory for the mobile app. This solution led to an 82% reduction in Tier 1 incidents, an 85% decrease in resolution time, and customer satisfaction consistently above 99%. The Getronics team also resolved over 2,000 code defects before they reached production.