Case Study of Deloitte Operate Service for Manufacturing Industry

Challenge

• Our client is the world’s leading manufacturer of construction equipment, with its dealers serving 180+ countries and operating in 3500+ places of business.
• The client needed support with its 9 SAP landscapes with 35000+ users, located across the globe and to consolidate, innovate and optimise its processes for flexibility and cost-effectiveness.

Solution

• Deloitte set up a team of 150+ members, with a Center of Excellence approach to move away from the existing siloed approach.
• We conducted a phased transition from their existing vendors to the new operating set up, with no business disruptions.
• We created intelligent analytics dashboards and deployed bots in various areas for automation.
• We established an advisory-first approach, with a vision of driving efficiencies across the entire client landscape.

Results

• Reduced the incidents creation by 53 percent by effective problem management and self healing solutions.
• Increased the incident closure rate by 25 percent through proactive support, automation. This led to reducing the total incident backlog and reoccurrence of common issues.
• Focussed team-led initiative to reduce incident ticket aging by 90 percent over a period of 5 years through problem management and by enhancing functionality.
• Brought innovation through automation in Order Processing, Dormant Account deletion and through various dashboards.
• Deployed 100+ process improvements and provided local language support in China.
• Reduced security ticket volume by 30 percent.

Center of Excellence