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SAP Application Support for Chemical Industry


The Client

With over a billion dollars in annual revenue and more than 5000 employees, the Client, together with its subsidiaries is a producer and marketer of nitrogen and methanol products for agricultural and industrial markets in North America and the United Kingdom


The client uses SAP 4.7 with an emphasis on SD, MM andFI modules with users across US and Canada requiring functional, technical, and basis support 24/7
Application Support Group (ASG) had major concerns on:
  • Huge backlog of tickets and high user dissatisfaction
  • High cost to complete impacting IT budget
Need for a reliable vendor with consistency and flexibility in delivery execution.


New Era Technology proposed an onsite-offshore model, (with flexible hours and resource ramp-ups ) aimed at addressing the existing gaps in solution delivery

Key Customer Benefits

After nearly 18 months of operation, the Application Support Group (ASG) was able to demonstrate that

  • Backlog of tickets have been done away with
  • The IT budget did not rise in tandem with the closures.
  • Quality of resolution has been high and user experience has been vastly improved at much-reduced impact to their budget.

Technical Achievements

New Era Technology solution has encompassed Reports, BSP, Interfaces, Smart forms, SAPScripts, RFC, BDC, User Exists and Enhancements.

Key Accomplishments

  1. Around 65% of tickets closed within 40 hours
  2. Around 81% of tickets closed within 80 hours
  3. Very Minimal Rework. Rework has been below 2%
  4. Faster turnaround of tickets against estimates
  5. Providing more functionalities than originally envisaged by business users
  6. Rejections - Nearly Nil
  7. Support beyond working hours for critical situations

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