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Global Manufacturing Company : SAP
Client is a leading multinational company providing industrial automation and control systems.
Challenges
Global SAP users not getting uniform service and experience
Cost of maintenance very high
MTTR metrics rising consistently over last 8 quarters
Number of reported incidents increasing over last 8 quarters
Solutioning
- Implemented real-time monitoring tools that constantly track the health of SAP systems to help identify issues early.
Offered round-the-clock support services to ensure that incidents are reported and resolved immediately, regardless of time zones or work hours.
Used advanced diagnostic tools and methodologies to quickly identify the root cause of an issue.
- Provided a dedicated support team specialized in SAP systems. The SAP team was both onsite (20%) and offshore (80%)
Outcomes
Achieved a 42% total cost of ownership (TCO) reduction leveraging the onsite-offshore model
MTTR metrics reduced by 88%
34% reduction in reported incidents in the first year (year-over-year)
User satisfaction reported at 92% from 78% the prior year (based on annual survey)
Tech Stack
