Customer:

A professional maritime company with more than 175 offices across 80 countries. With more than 100 years of operations, the company is on global transformation.

Business Challenges:

1. System Downtime Risks – Frequent unplanned outages impacting business continuity and revenue.
2. Reactive Maintenance – Issues addressed only after failures, leading to higher recovery costs and delays.
3. Fragmented Monitoring – Limited visibility across SAP landscapes; slow response to incidents.
4. Resource Constraints – Internal IT team lacked 24x7 coverage, delaying global issue resolution.
5. SLA Gaps – No guaranteed performance metrics, leading to inconsistent service quality.
6. Scalability Issues – Inability to handle growing transaction volumes and global user base.

Solution:

Comprehensive SAP Managed Services for SAP Business ByDesign, SuccessFactors & Concur:

1. 24/7 Support: Continuous monitoring & rapid resolution.
2. Preventive Maintenance: Health checks & performance tuning.
3. Incident Management: Root cause analysis & swift fixes.
4. Change Management: Smooth enhancements with minimal disruption.

Outcome:

1. 99.9% uptime achieved, minimizing operational downtime across global sites.
2. 40% faster incident resolution with 24/7 monitoring and support.
3. 30% quicker implementation of enhancements and change requests.
4. 95% SLA adherence rate, driving strong trust and long-term partnership.

Quote:

“Their 24/7 SAP managed services have become a cornerstone of our global operations, ensuring reliability and agility we can trust.” — Head of IT Operations