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Relationship Growth
- US Tech MNC relationship started in 1997
- Emerio was selected to manage SAP AMS project in 2001
- Started with regional coverage and grew to provide global coverage within the same year
Snapshot of Engagement
- Complete outsourced model managed through SLA
- 22,000 users
- ITIL processes: IM and PM
- Supporting system landscape of 18 SAP systems
- 2,000 calls per month
- Right shoring: 70% in India and 30% in Singapore
- 24x7 support
TCO Reduction
Technology
- SAP R/3 4.7 (Basis, Security, SD, MM, PS, FI/CO) and BW 3.0B
- Database: Oracle version 9.2
- Operating System: HP Unix
Portfolio of Services
- SAP application management
- SAP system management
Pricing Model
Tools
- Call logging and tracking: OpenView Radix
- Background job scheduler: Maestro and Tidal
- Background job monitoring tool: Maestro
- Messaging: MS Outlook
Key Success Factors
- Service delivery exceeded SLA
- Formed a unified global team from a dispersed regional team
- Steered global process standardisation from a regionalised process environment
- Provided year on year process improvements, automation and productivity gains
- Generated significant cost savings by adopting right shoring approach
- Valuable inputs to the development team that enabled it to build a more stable solution
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