Case Study: Leading Communication Service Provider achieves 92% incident reduction and improved customer experience with HCL

Leading Communication Service Provider - Customer Case Study

The customer, a leading communication service provider in Europe with EUR 18bn in annual revenues, faced rising OPEX, slow time-to-market and fragmented application support across multiple vendors. To consolidate responsibility, rationalize applications and improve “Right First Time” customer experience, the customer engaged HCL for Application Support & Maintenance and transition services (using HCL’s ASSET™ transition framework).

HCL transitioned 200+ applications and ramped 1,000+ FTEs quickly to provide end-to-end “custodian” support and formed a SIDE team to drive process improvements. HCL cut total incidents by 92% (from ~10,000 to ~1,000), reduced incident cycle time by 40% and MTTR by 50%, delivered a 3% improvement in customer service score and a 6.2% drop in customer issue calls, and tied its revenues to customer-experience targets—demonstrating measurable cost, risk and experience benefits.