The idea
Concentrate on core business and benefit from the knowledge of an experienced partner
The client
A Fortune 500 company, the client is the world leader in imaging technology. With $14.3 billion sales in 2005, the company’s operations include digital and film imaging systems, health imaging, graphic communications, commercial imaging, and display and components.
The business challenge
Our client used SAP as its main enterprise platform. SAP was deployed in nearly 30 countries worldwide, accounting for about 74% of total revenue. Challenges emerge from:
- A large number of manufacturing operations either ran on SAP or dedicated MES applications interfaced to SAP.
- The entire SAP R/3 application was mission critical, as the single instance supported business processes around the world, including key 24x7 operations.
The company needed a partner who had a proven track record with large-scale, multi-geography projects so that they could focus on their core business.
The solution
In this ongoing project, we provide our client with SAP R/3 version 4.7 application support across multiple countries and multiple modules. We provide:
- Ongoing 24x7 Level 2 and Level 3 support. This includes dedicated support during normal working hours and ‘on call’ basis support during off-hours.
- Level 2 and Level 3 services include:
- Provision of “Fix and Maintenance” changes
- Monitoring of and issue resolution with TWS/Maestro
- Coordinating TWS/Maestro build-out for fixes, maintenance, enhancements and projects
Further, the team has implemented several process modifications, which includes:
- Realignment of teams on skill-based support model to reduce response time
- Better resource utilization for speedier ticket resolution by redefining and aligning various levels of support
- Dynamic call routing based on capacity utilization
Business benefits
Number of tickets reduced from 350 per week to 240 per week in 4 months time The onsite team has been reduced following the rationalization of the existing application, leading to a reduction in operating cost 24x7 skill set based production support now allows the client to focus on core business.