Continuous process improvements through Application Management Services for a US based regional grocer
A leading US-based grocery chain operating more than 200 stores and offering its customers a variety of food products including grocery, meat, bakery, dairy, frozen foods and non-food products including fuel centres, pharmacies, health and beauty care products and general merchandise.
The client was retiring their legacy systems and initiated a complete multi-year digital transformation through SAP modules like SAP S/4, CAR, FICO, Yard Logistics, SuccessFactors, etc., across their entire business landscape. They wanted an AMS partner who can not only bring in best practices around support for these applications but also help them achieve post go-live continuous improvement in an efficient manner. By doing so they could take full advantage of the new systems and realize more long-term value.
Partnering with Applexus
Applexus AMS provided a team of both functional and technical experts to support the production systems, improve production metrics and augment existing staff while constantly devising continuous improvement opportunities. Post Go-Live, Applexus was able to drive significant transformations in processes such as yard logistics, finance, real estate management via RE-FX etc. resulting in improved productivity and better overall functionality for the team. A 24x7 support was established for providing incident management, change management and Application Development & Maintenance Services.
An SOP based ticket resolution was enabled to improve first call resolution and reduce cycle time. Standardized and enhanced SOP’s and KEDB (known error data base) were followed to improve the ticket resolution time. Additionally, SAP Early Watch Alert (EWA) was implemented in SAP solution manager to proactively monitor the SAP systems and identify issues early. Overall, Applexus delivered a comprehensive system support with global delivery and a high touch model while ensuring the costs remained low.
Within the first year of support through Applexus AMS, the client realized significant benefits including
- Providing client's first global delivery support model completely remote, lowering costs
- 20% improvement in Ticket Resolution Time with improved first call/first touch resolution
- Consistently met SLA compliance of 100% for P1/P2
- Significant transformations to modules that went live by identifying post-delivery business pain points and designing improvement initiatives
- 90% accuracy in alert categorization with focus upon highlighting critical alerts
- Nearly 60 – 70% rejection of false alerts thereby reducing validation efforts of L2 team
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