Case Study: Sitel achieves a $20M boost and centralized global procurement with SAP Ariba

Sitel Taking Control of Procurement with SAP Ariba Solutions

Sitel Operating Corporation, a global telemarketing and outsourcing firm with more than 75,000 employees, struggled with a fragmented, do‑it‑yourself procurement culture—staff tracked spend in spreadsheets, stored paper contracts, and negotiated locally—leaving the company with poor visibility, missed savings opportunities, and uncontrolled supplier relationships.

Sitel implemented the SAP Ariba suite to centralize procurement, standardize workflows, and build its 10‑step contract approval process into the platform. By consolidating suppliers (removing over 22,000 and managing 13,000 centrally), launching a catalog, and enabling mobile approvals, Sitel achieved faster decision‑making and negotiation leverage, delivering about $20 million to the bottom line, 23% savings at the first sourcing event, full ROI on the first RFP, and roughly 50% faster contract approvals.

Sitel

Ellen Gossett

Head of Global Procurement