Case Study: Global Industrial Company achieves greater agility, user adoption, and customer satisfaction with Capgemini SAP application maintenance

Unlocking Heightened Business Centricity, Flexibility, And Innovation In Manufacturing

Global Industrial Company, a global manufacturing leader with a complex common ERP landscape, was struggling to control incident volume and support issues caused by fluctuating user demand, COVID-related disruption, and country-level change constraints. The company turned to Capgemini and its SAP application maintenance services to improve business hygiene, user adoption, and customer experience across its 30 product entities.

Capgemini implemented an SLA- and automation-driven SAP application maintenance program using ADMnext for SAP Solutions, supported by tools such as SAP Solution Manager, SharePoint, and JIRA. The solution introduced problem manager toolkits, improved monitoring, incident management, and analytics, and delivered measurable impact including substantial ticket volume reductions, faster SLA response and resolution times, streamlined reporting and auditing, and greater flexibility for local business units.