Unlocking heightened business centricity, flexibility, and innovation in manufacturing

Continuing the pursuit of manufacturing innovation

This global manufacturing leader has well over 100 years of experience in sustainable productivity, energy efficiency, and safety innovations across more than 180 countries. It has spent the entirety of its history looking for new ways to push the envelope and continue to grow within its fields. In line with this tradition of innovation, the company initiated a common, simplified global business management program, which covers the core ERP functionality of its 30 product entities. The organization’s goal was to have a consolidated solution for every program across all markets, countries, business areas, brands, and customer centers.

With its common ERP landscape, the program reduced complexity, as all its services could be tracked and managed from a single place. However, the ripple effects of COVID-19 made data migration and problem management execution quite costly and cumbersome for the vast user geography within the company. Additionally, the system only allowed for changes on a country level, which caused issues from legal and statutory requirement standpoints.

Ultimately, in an environment of economic uncertainty and changing regulatory frameworks, the business was looking to consolidate and improve upon fragmented asset management, inventory management, and business operations. The far-reaching impacts and volume of tickets meant that the company was looking for a strategic SAP partner who could help in solving these issues while driving heightened customer satisfaction and operational excellence.

Employing ADMnext for SAP Solutions to craft a roadmap for dynamic transformation

In applying ADMnext for SAP Solutions tools, Capgemini’s dedicated team of more than 100 consultants developed a comprehensive SAP application maintenance program consisting of three dedicated problem manager toolkits, which served to streamline key focus areas and business processes and included:

• Monitoring and reporting activities, problem management, and bug fixes
• Incident management and analytics
• Multiple transformation initiatives
• Service to Close (STC), Hire to Retire (HTR), Finance to Manage (FTM), Project to Realize (PTR), Order to Cash (OTC), Procure to Pay (PTP), and Analytics (BI/BO) services.

Overall, Capgemini specialists designed and deployed an SLA- and automation-driven model based on tools like SAP Solution Manager (SolMan), SharePoint, and JIRA.

As a result of this partnership, the business’ customer experience flow grew more robust and user-friendly. The problem manager toolkit instilled flexibility and autonomy within local business units and helped drive smooth processes and workflow changes with different legal requirements. This greatly reduced the turnaround time for each challenge, along with creating a marginal drop in ticket volume.

Additionally, the Capgemini team helped the company achieve higher productivity and customer satisfaction with the help of user profiling and ticket analytics. Overall, the partnership resulted in the following benefits:

• Minimal disruption to daily business processes
• Heightened flexibility and autonomy provided to local BUs to better suit their size and differing complexities
• Simplified user experience and better user adoption
• Increased agility and response ability to rapidly changing business environments
• Improved ease of data and asset management and hassle-free information retrieval from systems
• Greater customer satisfaction and business value
• Effective and transparent problem management and bug fixes
• Substantial reduction in ticket volumes
• More efficient and streamlined reporting, monitoring, and auditing activities
• Quicker SLA response and resolution times.

Assembling a host of future opportunities

Thanks to the Capgemini team’s problem manager toolkits, the company is now better prepared to restructure and scale its whole IT system landscape without interrupting business across all geographies. The organization is now looking forward to collaborating in order to develop and support new applications enabled by Capgemini’s SAP application maintenance platform. Together, the partners will continue to pursue a future based on innovation and sustainable manufacturing.

To learn more about ADMnext for SAP Solutions, click here.

Elisabetta Spontoni

Group Offer Leader for Digital Core and Global Head of SAP – Expert in Enterprise Applications, Applied Innovation, Digital Transformation, and SAP technologies

As Group Offer Leader for Digital Core, I’m responsible for driving the offer lifecycle end-to-end. This entails orchestrating SAP CoEs around the world and enabling them to achieve their missions through pre-sales/solutioning, offer promotion in the market, building Go-To-Market tools, talent management, and project delivery support.

I am also the Global Head of SAP practices which is comprised of more than 25,000 consultants around the globe, ensuring unified knowledge management, common methodologies and tools, strategic skills development, common solutions and IP development on innovative platforms, and global deal support.

Gary James

ADMnext GTM and Europe Offer Lead – Expert in Application Management Services and Automation

I lead the development and market engagement for Capgemini’s European ADM Center of Excellence. Building on over 25 years of experience in business applications, I work with clients to ensure that their application strategies and services are aligned to their requirements in a dynamic, ever-changing market.
 
The majority of those 25 years have been spent on, or around, SAP technologies and services where I have worked globally on a number of implementations – as well as the creation of Operating Models to support and enhance existing multi-component SAP landscapes.