Background
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.
Solution
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.