We are delighted to be providing one of our existing customers with our expert support services, ensuring that all aspects of its S/4HANA solution continue to operate effectively following a successful go-live.
We have been working closely with the business, a leading global pharmaceutical company, for over two years. During this time, we have engaged in several projects together, including a major extension of its S/4HANA ERP system, which required the best of our functional, technical, architectural, and project management expertise.
Impressed by our team, the customer has requested our ongoing business as usual (BAU) support following the completion of this project.
Our services will begin with a transition period, during which our support consultants will establish a standard operating procedure with the customer and gain knowledge of its processes, ensuring close alignment with the internal team.
Our BAU support will then be available to 70 users across four locations that cover the business’s European, North American, and Asian markets. In the scope of our services is support for the business’s SAP managed processes, from sourcing products and managing orders, to the movement of stock through the warehouse and quality control, as well as managing billing and finances. We will also provide support for demand planning through SAP Integrated Business Planning (IBP), and Transport Management (TM) in S/4HANA.
Utilising our hour bank model of support, the customer will be able to raise tickets with us for incidents, as well as service and change requests, which will then be assessed for urgency and impact, and resolved in a timely manner in accordance with the service level agreement set out between us. Benefiting from the use of a personalised interaction centre, it will be able to obtain real-time information on services provided across the business on a day-to-day basis.
Going beyond just issue investigation and resolution, our expert support consultants will analyse trends and usage reports to get to their root cause, providing proactive problem management to effectively maintain the S/4HANA system to meet long-term needs.
Meeting with the customer for regular review sessions, we will be able to work collaboratively together, adjusting our services and the hour bank to ensure that our support continuously meets the business’s evolving requirements.
Commenting on our latest win, our Head of Services, Nick Wilding, said: “Through several successful projects together over the years, our team has developed a great relationship with the customer as well as a deep understanding of its processes and systems. We are therefore excited to be continuing our work together through the provision of BAU support to cover key processes across its main locations.”
“The skill and knowledge of our support team, coupled with the insights of our consultants across the wider business, means we are perfectly placed to ensure that such a large and complex operation continues to run at optimum performance levels.”