Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency
ABB needed a partner familiar with the organization and SAP implementation to extend existing SAP system to IMA and support/improve SAP usage.
BristleconeBristlecone is a supply chain consulting and system Integration multinational company. It is a part of $16.9 billion multinational Mahindra Group. They have completed more than 300 engagements across 20 different industry verticals till now. The company is ranked among the top 10 supply chain system integrators of 2012 in Gartner's Supply Chain System Integrators survey.They provide Integrated Supply Chain, Analytics, Integrated Sourcing & Procurement, Information Management, Technology & Integration and Managed Services.
Functional Applications - Enterprise Resource Planning Systems (ERP)
ABB is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. With revenue in excess of US $35 billion, ABB is one of the world's leading engineering compani
- CONNECTIVITY PROTOCOLS
Bristlecone assisted ABB in expanding their scope of operations from SAS region to IMA and set up the Regional ERP Management and Support Center (REMSC) for providing centralized SAP support services for 17 countries with limited onsite support. Bristlecone helped the company cater to the different time zones with SLA based call monitoring system. Users logged in issues in a Solution Manager through a Single Point of Contact (SPOC) helpdesk. This helpdesk addressed the issues based on mutually agreed SLAs.
- DATA COLLECTED
- OPERATIONAL IMPACT
Impact #1 [Product Improvement - Customer Satisfaction]
Standardized support process across all applications increasing customer delight.
Impact #2 [Efficiency Improvement - Customer Service]
Continuous development of new KPI's for delivery management, to ensure service improvements.
- QUANTITATIVE BENEFIT
Offshore based support center set up to support 17,000 users across 17 industries.
95% SLA adherence accomplished.