One of the main services we provide is support for SAP BI operation and ensuring that IT processes run smoothly. Our main goal in the service we provide is to ensure the daily availability of our customers' BI systems and the smooth operation of the processes. Producing quick solutions to any problems that occur in the process management of our customers and access to our experts are always at the forefront within the service we provide.

Modern and diverse IT architecture as the biggest challenge:

Our customer is an internationally operating and manufacturing company that is a global market leader in its sector. Our IT systems used are therefore designed to be highly adapted to the company's requirements. Accordingly, one of the biggest challenges of our Managed Services assignment is the diverse IT architecture in flux. The architecture used is complex and partly based on legacy structures, but the pace of development within the company is very high. In addition, there is also a great deal of additional in-house development specific to our customers.

Managed Services and SME Model

One of our responsibilities to our customers is to ensure the continuity of their operations. Our activities also include recurring services that our customers entrust to us. This includes direct support. In addition to continuous operational support, we have 24 hours a day, seven days a week service support, which also includes proactive monitoring and front-end support.

Our focus and strength here is that we have in-depth expert knowledge of SAP Analytics. On the other hand, these experts also provide services for 2nd and 3rd level support. Application-specific problems that cannot be solved within the scope of second level support are forwarded to the 3rd level support team. In this case, a referral is made to the expert working in the relevant field in these specialties, which we call Subject Matter Expert (SME) and are divided into different specialties.

Thanks to our targeted monitoring service, our experts also minimize the risk of process interruption. However, in cases where an unexpected interruption occurs, it provides rapid intervention. In addition, in line with problem requests from our customers, targeted action proposals can be made and solutions can be created within the SME model.

One example of this, in addition to the services we provide, is the correction of loading processes. If loading processes are not working properly in the process chains, experienced specialists quickly check them and perform the coding accordingly.

Added value through external experts

For our customers, outsourcing support offers the particular advantage that internal IT is relieved and upgrades are carried out as quickly as possible. This means that the software we use is always up-to-date. Our experts are not only quickly accessible, but also offer fast support.

The high level of expertise in SAP Business Warehouse (BW) and the experience with complex IT structures that our experts bring with them offer further added value. They also have strong skills in IT development and IT support. With the help of this knowledge and experience of our experts, we deliver a higher quality of work for our customers. Since our team is also very heterogeneous and interdisciplinary, we are able to take quick actions on specific questions and bring in new experts.

High satisfaction and long-term trust

Our greatest success with our services is, first and foremost, the satisfaction and trust that our customers place in us. Our experts have been helping the IT team for more than seven years. Therefore, we can speak of many years of successful cooperation and experience. In addition, our experts are people who have succeeded in permanently increasing the performance of IT systems and ensuring flawless functionality. This includes in particular keeping more than 500 in-house developments running, as well as supporting around 150 new developments.