Bristlecone > Case Studies > Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency

Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency

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Technology Category
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
The Challenge

ABB needed a partner familiar with the organization and SAP implementation to extend existing SAP system to IMA and support/improve SAP usage.

The Customer
About The Customer
ABB is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. With revenue in excess of US $35 billion, ABB is one of the world's leading engineering compani
The Solution

Bristlecone assisted ABB in expanding their scope of operations from SAS region to IMA and set up the Regional ERP Management and Support Center (REMSC) for providing centralized SAP support services for 17 countries with limited onsite support. Bristlecone helped the company cater to the different time zones with SLA based call monitoring system. Users logged in issues in a Solution Manager through a Single Point of Contact (SPOC) helpdesk. This helpdesk addressed the issues based on mutually agreed SLAs.

Operational Impact
  • [Product Improvement - Customer Satisfaction]
    Standardized support process across all applications increasing customer delight.
  • [Efficiency Improvement - Customer Service]
    Continuous development of new KPI's for delivery management, to ensure service improvements. 
Quantitative Benefit
  • Offshore based support center set up to support 17,000 users across 17 industries. 

  • 95% SLA adherence accomplished. 

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