One of the Largest Manufacturers of PCs and Technology Products

SCOPE OF WORK CLIENT CONTEXT

• Providing Functional &

• The client is one of the largest manufacturers of PCs and technology products in the world.
maintenance support for
SAP solutions covering
SD , Logistics, MM ,PP INFOSYS SOLUTION / APPROACH
,FICO, Service
• Infosys partnered with the client and is managing a 24X7 Support model including mobilization of a dedicated pool of
Management,IS – Retail
and APO. resources for the project.
• Infosys employed a unique model whereby all the issues raised by the client SAP user community are automatically
• Multiple SAP instance and
routed to the dedicated Support Workgroups (located on-site and offshore) based on the Coverage Schedule.
a 24X7 global production
support and maintenance • A well grounded Communication framework along with the periodic status reviews conducted between the client and
for clients global the Infosys team provide a realistic foundation for the relationship to grow.
operations • There is a continuous commitment to TCO reduction for the client
• A end-to-end solution • Infosys used its in-house proprietary project management tools and utilities to manage the global support project
involving project • Our duration of engagement (1998 - ongoing) bears testimony to our unparallel quality of service offered
implementation, upgrades
and support BENEFITS DELIVERED / ENVISAGED
• Geographies Supported:
North America, Europe, • Enabling customer resources to focus on new initiatives.
APAC, Latin America • Estimated saving of more than 65% in support costs, due to innovative use of GDM
• No. of users supported: • Preventive maintenance resulting in reduction of problem issues by 30% and job amends by 65%
8,000+ • Workload of new countries added to original scope by 45%, however managed with just 15% increase in resources
• Facilitated continuous improvement of business processes.
• Additional training and knowledge transfer to business users
• SLA compliance way above agreed terms.