Deloitte manages disparate SAP landscapes for a global client and helped reduce the incident aging by 90 percent
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.
180+
Countries
3500+
Places of business
9
SAP Landscapes
35000+
Users
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 setup, 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.
- Focused 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.
Results
53%
Reduction in incidents creation
25%
Increase in incident closure rate
90%
Reduction in incident ticket aging over a period of 5 years
30%
Reduction in security ticket volume
