World Leading Company in the Sporting Goods Industry

SCOPE OF WORK INFOSYS SOLUTION / APPROACH

 Production Support & Maintenance of
SAP IS-Retail – Master Data, Pricing &
Promotions, OPAR and Inventory  24*5 On call support for critical issues (Severity 1 & 2)
Management
 SLA based support services where Infosys takes complete accountability
 Production Support & Maintenance of
 Support tickets analysis and solution offerings includes the interfacing systems
POS DM
 Working on global delivery model with onsite and offshore coordination.
 Geographic Scope Includes all the
countries in Western Europe.  Improved knowledge sharing sessions between onsite/offshore and Infosys / Client IT Champs
 Production Support Levels:  Majority of the L1 and L2 tickets and full POSDM support is handled offshore
 L1 & L2 Support for all regions,  Key partners in operations and projects
except US
 L3 Support for all regions
Range of Activities:
 Daily Sales Monitoring, Order Monitoring, BENEFITS DELIVERED / ENVISAGED
ASN and DBM Reports
 Configuration Changes
 The Infosys solution helped client consolidate and streamline its support and daily operational functions
 Small Projects & Enhancements
across Western Europe
 Bug Fixes, Reports  92% tickets delivered according to SLA
 Performance Improvement  Reduction in TCO though problem management and continuous improvements and Innovations in
 Regression testing Interface monitoring
 User Queries  Documenting How To Solve for frequently occurring / very specific issues
 Interface and System Monitoring  Plan to increase the percentage of RFC Testing from offshore
No. of Users Supported: 400+