We are excited to be entering into an ongoing SAP Application Management Services (AMS) agreement with one of our longstanding customers, a leading global packaging supplier, providing it with flexible access to our experienced SAP functional and technical experts whenever they are needed.
Having worked together for a number of years, the customer wished to formalise AMS arrangements between us to maintain efficient end-to-end operations at its six sites across Europe, ensuring their SAP systems continue to operate at optimum performance levels.
Beginning with a transition period, working closely with the on-site internal teams, we gained a full understanding of the business’s current processes and systems to ensure a smooth transfer to our ongoing support services.
Our support will cover all the SAP modules utilised by the business in its end-to-end supply chain operations, including WM, EWM, MM, PP, SD, FICO, BW, and GRC. The customer will be able to raise tickets for incidents and service requests on a 24/7 basis, which will be resolved in accordance with their priority levels based on impact and urgency. Tracking issues to identify and analyse trends, we will work with the company to carry out long-term fixes through user training and documentation, as well as system and process changes as needed, to reduce the number of tickets raised over time.
Our additional services will include the completion of change requests to the customer’s SAP systems to ensure it keeps meeting operational needs. We will also be performing daily IDoc checks and monitoring to ensure any issues can be resolved in a timely manner.
All our services will be overseen by a dedicated service delivery manager who will regularly meet with key stakeholders in the business to ensure our support services are meeting expectations and help direct the roadmap for the SAP support package we provide to create a sustainable structure that meets clear deliverables.
Commenting on this latest win, our head of AMS, Scott Sweeney, said, “After years of successful collaboration with the customer, providing all three of our products as well as our consultancy services, we are proud to be seen as its trusted advisor on all things SAP. It is therefore great to be putting a formal AMS agreement in place to continue our work together for many years more.”
Get in touch for more information on our SAP AMS services.