Project Description

SAP – Optimize system use & Professionalize Business Solution Center

A global tyre manufacturer with a manufacturing plants in NL, Hungary and India.

Situation

Couple of years ago the company’s European operation switched over from the¬†legacy applications to SAP ERP. Company’s SAP Business Solution Center (SAP BSC) in Europe provides application and functional support to users. BSC uses TOPdesk application for incident, change and new request management. Currently there is a huge backlog of calls, unsatisfied users and SAP BSC team with low motivation. A request to professionalize SAP BSC team’s operation and to optimize SAP system use.

Solution

Setup regular contact with stakeholders. Differentiation of incidents, changes and new requests. Together with user groups prioritize changes and new requests. Analyze, update and optimize processes. Implement SAP GRC for access authorization.

Results

Improved SD, SCM and FICO areas. Impvoed customer satisfaction. Professionalized SAP Business Solution Center with incresed team enthusiasm.