Leading Pharmaceutical Manufacturer

Key Challenges

  • The support of a complex SAP landscape, with disparate applications across geographies.
  • Development of new dimensional products so that the company could focus on its core business.

The Solution

iworxs’s managed services outsourcing model with incident management, problem management, change management, configuration management and compliance management. Our Hybrid model offers onshore and offshore support for its customers that bridges the gap in communication between the onshore coordinator and the offshore team. In this model, the onshore consultants work onsite (Client’s office) or offsite (iworxs’s office in New Jersey) based on the Client’s requirements and the offshore consultants will work from our Offshore Development Center in India. The onshore to offshore ratio is 30-70 %.

Solution Highlights

  • SLA-based model that incorporates proven methodologies and best practices to support entire life-cycle of the SAP environments from planning, implementing, operating, optimizing and extending our client’s respective application landscapes.
  • Continuous improvement of SAP landscape and to optimize all business-related transactions.
  • We worked towards reducing cost of ownership while improving business performance. iworxs’s AMS service revolves around our deep technical expertise in SAP applications and efficient delivery capabilities.
  • Integration of support to diverse SAP applications, including new dimension products such as SNC and APO with multiple business processes and support across Helpdesk, SAP Security, Business Analysis, ALE, EDI, Workflow Application, and BI Monitoring Support - including enhancements, production support and release upgrades - for all modules such as MM, SD, PP PI, PM, EHS and FICO.
  • Round-the-clock operations with consultative, technical expertise and infrastructure support.

The Results

  • Predictable and transparent support costs.
  • On Demand solutioning.
  • Reduced risk with reliable and sustainable operations.
  • Lowered TCO. Agility and flexibility to scale in order to align with changing business environment.
  • Freeing up customer time and resources to focus on core operations.
  • Cost optimization due to a balanced team structure.
  • Small Onshore team for minimal business engagement and faster response time for simple L2 and L3 incidents.
  • Advantage of differential time zones for issue resolution resulting in quicker resolutions.