Case Study: ABB achieves greater SAP support efficiency and growth with Bristlecone

Supporting ABB Leverage their SAP Assets to Enhance Business Efficiency and Achieve Growth

ABB, a global leader in power and automation technologies, needed a trusted partner to expand and support its SAP landscape across India, the Middle East, Africa, and other regions. With 17,000 users in 17 countries, ABB required help managing SAP ECC, CRM, BW, XI, and Enterprise Portal while ensuring consistent support, training, and issue resolution across time zones. Bristlecone was brought in to provide the SAP application support and help standardize operations.

Bristlecone set up a Regional ERP Management and Support Center and delivered a three-tier support model through a single point of contact and SLA-based monitoring. The solution included troubleshooting, root-cause analysis, reporting support, process-chain maintenance, and training services. As a result, ABB achieved centralized offshore support for all users and modules, improved transparency and efficiency, reduced repeat issues, and reached 95% SLA adherence.

ABB

Vivek Deshpande

CIO