We believed that SAP application support should be viewed as an insurance policy by Arla. Our team of dedicated experts performed a thorough due diligence of the existing support model, business processes, configurations, end user traits, customizations and interfaces. We immediately identified areas that could be improved as part of the overall transition to our managed service, defining a cost-effective and comprehensive service level agreement framework to address Arla’s specific BAU needs.
Bluestonex adopted a user-first approach to application support provision and were pro-active in both collaborating with Arla’s SAP user community and empowering key business users through mentoring workshops. Our ABF (Analysis Before Fix) approach addressed process improvements at source, thereby reducing number of calls logged with helpdesk in the long-term. This included the establishment of a key user community and cataloging of existing training documentation that underpinned the execution of key business processes. This approach helped us deliver an overall call reduction of 10% in overall calls.