Case Study: City of Burnaby achieves faster training creation and on-the-job SAP support with ANCILE Solutions, Inc.'s uPerform

City of Burnaby - Customer Case Study

The City of Burnaby, a municipality of over 223,000 residents and roughly 3,000 employees, supports more than 1,900 SAP users across multiple systems. Its IT Training team struggled with slow, manual documentation processes that became quickly outdated, inconsistent authoring, labor‑intensive training setups for realistic practice, limited on‑the‑job help and searchability, and the need for context‑sensitive support inside transactions.

By adopting ANCILE uPerform the City automated capture of application actions, used templates and stencils for rapid, consistent content creation, and deployed simulations for realistic walkthroughs without heavy data prep. Learning and help content are now centrally managed and available from the portal or directly in SAP, with analytics (hit counter and Help Launchpad) to track use and guide improvements—resulting in faster authoring, better employee support, fewer help‑desk calls, and broader rollout across departments.

City of Burnaby

Bindu Tailor

Manager of IT Training