Our client is an American multinational cloud computing and virtualization technology company that provides server, application and desktop virtualization, networking, SaaS and cloud computing technologies to Fortune 500 companies. The company tapped HCLTech to provide support for their SAP Hybris landscape, which is critical for their subscription business.
The Challenge
Complex and diverse service offerings and IT landscape
After M&A-related changes, the client faced challenges due to an even more diverse array of service offerings and a complex IT landscape. One particular business unit had issues with subscriptions, order management and billing systems that led to revenue leakage. The unit also faced high maintenance costs caused by complex and unstable IT systems.
The Objective
Accelerate go-to-market
The primary focus was to accelerate go-to-market by standardizing and optimizing the SAP Hybris landscape.
The Solution
Streamline and optimize SAP Hybris
HCLTech assumed responsibility for supporting SAP Hybris, a full suite of ecommerce, marketing, sales and customer support solutions for a smooth, customized experience across all platforms. SAP Hybris is crucial to the client’s subscription-based business model, and our team was committed to stabilizing the systems with minimal or no disruption to the client’s operations.
We set out to enable proactive business process monitoring by establishing an SAP command center to minimize month-end billing issues and add capacity for quarter-end processes to ensure that no orders are left behind. We also determined that implementing reconciliation scripts would proactively capture discrepancies before end users notice and report them.
The Impact
Faster go-to-market and improved user experience
Because outsourcing was new to the business unit, they were delighted that it gave their inhouse IT team time to focus on critical and urgent tasks. They also appreciated the opportunity to leverage their business knowledge by contributing to optimizing the environment and applications so that they better suit business needs.
We set out to enable proactive business process monitoring by establishing an SAP command center to minimize month-end billing issues and add capacity for quarter-end processes to ensure that no orders are left behind. We also determined that implementing reconciliation scripts would proactively capture discrepancies before end users notice and report them.
Additional benefits included:
- Improved end-user experience because of faster go-to-market order processing
- 15% ticket reduction through critical business process monitoring
- Automation of 10% of repeat issues
- 20% improvement in MTTR
- 15% reduction in reopened tickets
The client is more than satisfied with these outcomes, including the acceleration of order processing, as the optimization of SAP Hybris has reenergized their subscription business.
