Madhya Pradesh BSNL improves it’s Customer Service Experience; Ensures 99% SLA Adherence with EverestIMS

EverestIMS Technologies Pvt Ltd (Everest), an Indian software product company specialized in providing software offerings for Unified IT Infra Management and ITSM, this time 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.

Mr 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.”

Key benefits leveraged by BSNL:

Flexible RIMS Model: Enables collation of raw data through multiple data collection points located at various customer sites. The collated data is then sent to a centralized Network Operations Center (NOC) for detailed analysis to generate processed reports.
Automatic Network/Link Failure Detection: On occurrence of any link failure or other network connectivity issue, alarms are raised automatically and immediate email / SMS notifications are sent to the concerned NOC Engineer.

Mr Shiv Wadhwa, CEO at Shivam Associates said, “Our unique partnership with EverestIMS Technologies enabled BSNL (Madhya Pradesh) achieve an almost 100% SLA. Everest’s adaptive Infrastructure Management Suite and Service Manager engine combined together into an integrated solution followed by our NOC services, made a great combo to instantly overcome BSNL’s most critical pain point of meeting customer SLAs. This not just boosted their service quality but almost nullified end user complaints. We are happy that they are now able to optimally make use of their business network without any downtime and better respond to the customer service requests with the help of Everest’s one-stop solution and a 24×7 NOC service provided by us. The simplicity & easy-to-use nature of implemented Everest solution, backed by product training proved to be a game-changer in BSNL’s case.”

He further added “Shivam Associates in association with EverestIMS Technologies looks forward to providing potential solution offerings to help businesses deliver maximum performance.”

Mr Mahesh Shukla, CGMT at BSNL (Bhopal) said, “EverestIMS’ integrated solution gave us a one-stop platform. A unique combination of proactive health & performance monitoring, simplified management and semi-automated decision-taking mechanism which helped us in taking better-informed decisions with regards to IT network and service management. It’s incredible to see how two separate tools (Everest IMS and Everest SM) unified on a single platform can act so much in sync to seamlessly take care of multiple facets of an entire business having a multi-location presence. From network connectivity, automatic ticket logging, auto-alerting & escalation, self-discovering new devices & backing up device configuration, managing field engineers to meeting internal & vendor, these tool together can literally do everything. This solution has truly helped us rectify the actual problems and cut down on unnecessary recurring costs.”

“Shivam Associates has been instrumental in connecting the dots to make this a success story. We are pleased to be now associated with BSNL, the most trusted Telco brand of India.” further added by Mr Satish.

By building products which are flexible with a feature-rich framework, Everest has been providing solutions to most of the known Telco brands, making it obvious that the company holds a strong position in this industry space.