Application Management Support for a Leading Pharmaceutical Company

Customer Profile

The client is one of the leading fully integrated Indian pharmaceutical companies with products in therapeutic areas ranging from antibiotics to gastrointestinal, cardiovascular, dermal, and generic drugs.

Business Challenge

The client was on SAP ECC and had recently migrated to SAP S/4HANA system with Procure to Pay, Order to Cash and Finance modules. They were looking for an AMS partner who could not only provide support for their existing system but also proactively identify opportunities to bring in continuous process improvements that were aligned with their business objectives. This would help them leverage the full potential of the SAP system generating business value.

Partnering with Applexus 

The client chose Applexus as their AMS partner based on our deep technical & functional expertise in SAP application management along with our global delivery model and high-touch customer support. The Applexus AMS team consistently focused on providing continuous business process improvements and value-added fixes. As part of this, an early warning system was enabled to automatically identify issues related to plant maintenance before their occurrence.

In addition to this, the service delivery process was standardized across all their locations with considerable improvements made in first call resolution and incident reduction.

Apart from providing support for their SAP applications, the client was also looking for a solution that enabled the data and functions of all their plant maintenance procedures to be fully interconnected and the Applexus team helped design and deploy the SAP PM module across all their locations. Additionally, Applexus helped implement SAP project system module to resolve challenges in financial administration due to a lack of integration and transparency in enterprise transactions.

Benefits Delivered

• Incident SLA improved from 90% to 98%
• 12% Reduction in ticket volume YoY through Continuous improvement initiatives
• Improved System response time by 50% by reducing technical debt
• Stronger focus on Service Delivery KPI’s, reporting and SLA adherence with CSAT > 6 consistently
• Reduced Crisis situations to “ZERO” in 6 months from an average of 2 per month
• Continuous improvements on Business processes and value adds for operational excellence and YoY Cost reduction.