BSNL (MP) improves its Customer Service Experience with EverestIMS

EverestIMS Technologies (Everest) 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) has helped BSNL to ensure maximum service quality along with SLA management.

BSNL has earlier faced 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) has looked 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) helps to 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 third-party partner. BSNL now can proactively monitor the health and performance of all the links providing connectivity to all its customers spread across the state.

Satish Kumar V, CEO, Everest, says, "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 and 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 24x7 NOC service from their side. We are pleased to serve BSNL with a comprehensive, integrated tool to manage all the links across the state.

The 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.

Mahesh Shukla, CGMT, BSNL (Bhopal), says, "EverestIMS' integrated solution gave us a one-stop platform. A unique combination of proactive health and 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 and backing up device configuration, managing field engineers to meeting internal and vendor, these tool together can literally do everything."