Client Profile
The Client is a global leader in telecommunications, offering voice, data, and enterprise digital solutions. As of January 2025, client owns and operates networks in 15 countries, with partner networks in 46 further countries. They have global headquarters in Newbury, Berkshire and India HQ in Gujarat. They offer 2G, 4G and 5G services.
Business Challenge
As part of their modernization strategy, Client migrated from Microsoft Outlook to Google Workspace (Gmail) to improve collaboration, security and efficiency across global operations. After migrating to Google Workspace (Gmail), Client users faced several issues that affected their daily work and communication as listed below:
- Login and authentication failures
- Access and permission errors for new accounts
- Delayed email synchronization across devices
- Missing or unsent emails
- IMAP/SMTP misconfigurations
- Slow Gmail performance
- Difficulty adapting to Gmail interface and labelling
- Problems with Gmail labels, folders and calendar synchronization
- Mobile Device Management (MDM) sync issues on mobile devices
- Inability to attach large files due to storage limits
LogusIMS Solution
LogusIMS delivered a comprehensive managed Service Desk to handle L1 issues. The team provided structured, process-driven and timely assistance ensuring complete transparency, proactive monitoring and continuous communication with IT stakeholders.
Following are the activities carried out to address the issues:
- Logged and tracked all Gmail incidents in BMC Remedy
- Ensured SLA compliance through timely updates and escalations
- Verified user accounts, licenses, and policies in Google Admin Console
- Resolved IMAP/SMTP configuration issues and permission errors
- Restored Gmail access by refreshing sync settings and clearing cache
- Used Google Sync Diagnostic Tools to identify sync delays and performance issues.
- Assisted users with large attachments and mailbox/storage optimization
- Fixed MDM-related email and sync issues on Android and iOS devices
- Resolved backend and account sync issues through coordinated troubleshooting
- Conducted live remote support sessions for faster diagnosis and resolution
- Guided users on Gmail interface, labels, folders, and workflow adjustments
- Supported calendar, folder, and label alignment post-migration
- Documented repetitive issues and created RUN BOOK / Knowledge Base articles
- Reduced repeat incidents through improved documentation and proactive guidance
- Coordinated complex cases with L2 and L3 technical teams for timely resolution
- Collaborated with client IT teams to stabilize post-migration operations
- Shared daily operational updates with IT management for visibility
- Ensured smooth rollout through structured communication across support levels