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Global Business Support, for Leading Aerospace Customer

Global Business Support, for Leading Aerospace Customer

Client
  • Our client is a pioneer in the design, production and support of innovative solutions for customers in aerospace and defense
  • Client has operations spread across 27 countries, with revenues of $ 5 Billion
 
Situation
  • To outsource the SAP Production Support in order to utilize the internal team for Projects and roll outs
  • Business needed continuity in transaction capability across global locations to ensure smooth operations, across 8 countries
  • Prioritize critical business challenges to be resolved in chronological order of high to low within a restricted time frame of 3 yrs across 12000+ SAP users in Americas, EMEA & APAC
 
Solution
  • 24x7 Global Support/ Maintenance of the SAP System
  • Multi-locational delivery with remote delivery from India ODC
  • IP/Frameworks used: HCLs PMSMART – for project management and managing development lifecycle; Remedy (Customer provided) for Incident Management
  • ITIL Compliant Support Processes
 
Process & Technology Areas
  • Technology Areas: SAP ECC 6.0, SAP BI 7.0, Java, .Net, C, C++
  • Process Areas: Supplier Management, Financials, Customer Management, Project Planning
 
Benefits
  • Significant reduction to the tune of 30%,in operating costs of Production Support .
  • High Off-shore for cost optimization 75% offshore for Application Support (from 40% initially).
  • Refinement and standardization of Incident Management Processes, with SLAs consistently over 98%
  • Optimal leverage of internal team accustomed to customer processes for projects and roll outs
  • Quick ramp up for projects
  • ITIL based program delivery model
  • Predictable and consistent user experience globally
  • Back log eliminations

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