K2’s tailored SAP solution boosts customer service for manufacturing company

The client: A leading manufacturer and seller of tires

  • The Italian company specializes in products for industrial, freight, and passenger transport.

The challenge: Deliver a multifaceted SAP enhancement project

  • The organization sought the expertise of K2, through its consulting partner in Italy, to transition from its previous partner. The objective was to enhance support for customized applications and transactions within SAP. The challenge was multifaceted, encompassing technical enhancements, improved IT department collaboration, better communication, and the urgent requirement for a swift transition to the ongoing support phase.

The solution: Improving efficiency and providing deeper insights for decision-making

  • Our approach was comprehensive and tailored to meet the client’s specific needs, going beyond merely assembling an exceptional application management services (AMS) team with specialists in each of the requested SAP modules. Recognizing the importance of structured support, we implemented a streamlined process based on the ITIL V4 best practices to optimize the entire support lifecycle, from ticket initiation to final user validation. This included managing tickets in accordance with the service level agreements (SLAs) provided by the organization, ensuring timely and effective responses to all support queries.
  • We also identified a significant opportunity to enhance data analysis and reporting capabilities within the client’s current support setup. To address this, we developed a custom reporting tool to leverage the existing data set, which previously lacked the capability for comprehensive analysis and reporting. By introducing this tool, we sought to provide the client with deeper insights into their operations, enabling better decision-making and further improving the efficiency of their SAP platform.

The results: Tangible impact on customer satisfaction

  • Enhanced customer service: The implementation of a seamless support process and adherence to SLAs resulted in a significant improvement in the service experience for the end users of the SAP platform.
  • Reduction in call reopening rates: The call reopening rate dramatically dropped from 30% to 0%, thanks to the consistent delivery of effective solutions and the enhanced ability to track and analyze support performance through the new reporting tool.
  • Improved decision-making: With the introduction of the custom reporting tool, the client now benefits from enhanced data analysis capabilities, facilitating informed decision-making and operational improvements.
  • By leveraging the ITIL V4 framework, we successfully addressed the client’s needs. The partnership not only improved technical support and communication but also had a tangible positive impact on operational efficiency and customer satisfaction.

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Ottilie Wood