Significant Process Transformation Post Go-Live for a Leading Beverage Retailer

Customer Profile

The client is one of the largest retailers in the US beverages industry selling through over 200 retail stores as well as e-commerce, and direct sales to licensees such as restaurants, bars, and distilleries.

Business Challenge

The client had implemented SAP CAR running on the SAP S/4HANA database along with GK software’s POS system to capture real time point of sale information in order to derive actionable insights for business decisions. They were looking for a partner with technical and functional expertise to provide efficient support for the system while also bringing in continuous improvements in the processes.

Partnering with Applexus 

Applexus deployed process standardization and proactive problem management across the board to drive operational efficiency. The system support provided included a 24x7 service desk and a unified process model was implemented to ensure the smooth running of the client’s business processes. SAP HANA Table partitioning, and Data Archiving was carried out to significantly reduce the HANA memory usage. SAP Early Watch Alerts was also leveraged to proactively identify and resolve issues within the system. The Applexus AMS team also ensured a single touch point model across different business functions leading to customer delight. The team was also consistently on the lookout for continuous improvements and was able to roll out new functionalities for improved performance and training the client’s workforce for better user adoption.

Benefits Delivered

• Improved Incident SLA from 80% to 97%
• 15% reduction in ticket volume was achieved through service improvement initiatives
• Improved Customer Satisfaction (CSAT)
• Reduced HANA memory usage by 40% as the result of HANA Table partitioning and Data Archiving
• Improved system performance and stability by proactively identifying the issues through SAP Early Watch Alerts