How are we reducing SAP Support calls at Bombril?
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How did it start?
Bombril produces and markets hygiene and domestic cleaning products whose brands are known throughout the country: Bom Bril, Mon Bijou, Limpol, Sapólio, Pinho Bril and others. In early 2022, the company was looking for a new SAP Support provider that would offer a best cost-benefit for the operation, that is, a lower cost combined with high quality service delivery.
Bombril hires ADMS SAP Homine
In January 2022, we started the transition operation of Bombril's ADMS SAP Support, using the innovative model of Labeled Support, which fit the company's needs. The model guarantees lower cost and financial predictability, as SAP calls are charged per ticket and not per hours worked on solving the problem.
In addition, the commercial model requires that the technical delivery of the service focuses on decrease in the volume of calls throughout the contract, by carrying out specific improvements and developments in SAP, often via back-to-standard, in addition to greater proximity to ERP users, who are better oriented in order to minimize the recurrence of calls.
work development
Homine's SAP ADMS team, made up of consultants from various ERP modules, became responsible for functional support for Bombril's SAP, 24×7, with reinforcement in certain critical operational steps such as billing and accounting closings, ensuring prompt response and certain internal deadlines.
The team monitors the entire operation of the company, providing support to users and correcting problems and improving business processes.
The first two months were dedicated to knowledge transfer and an assisted operation with the former service provider. “At this first moment, we seek to understand the company's business, the specifics of the system and the needs of users to draw up the best technical and service plan for the service, as well as the current difficulties to be mitigated”, points out Anielo Basile, manager of the ADMS SAP Homine team at Bombril.
Since then, the team has been working on the SAP support routine, focusing on the following points:
sharing knowledge and new ways of carrying out its activities and thus contributing to reducing unnecessary call openings;
avoiding recurrences;
in particular in the Transportation module (LES), with the integration of Bills of Lading (CT-e) and Transport Documents (DTs), which will promote, in the medium term, a reduction of up to 50% in the call queue for this module in SAP from Bombril.
Agile management and continuous monitoring: the ADMS SAP Homine team promotes periodic meetings with Bombril to present the status of the Support service, reports of calls and necessary actions. Weekly follow-up meetings are also held with the company's IT and service management analysts. In addition, daily cadence meetings are held with Homine consultants for planning and prioritizing actions. The objective is supervision and continuous attention to the service.
Results obtained
In the first 7 months of SAP Support, the monthly average of calls dropped 40% against the company's ticket history.
Increased knowledge by users, reducing calls and increasing satisfaction with the Support service.
Perspective of reducing the cost of the support service, if the level of decrease in calls verified is maintained.
”In addition to all the knowledge and experience in supporting SAP ERP, Homine filled a gap in our service regarding proximity to the business areas and key users, assuming as a strong arm in Bombril's technology area. This brought us agility and operational maturity, providing continuous improvement and having a positive impact. In less than a year with the project, we are already evolving the contract to provide improvements and evolutions in SAP parameterizations, as well as other Homine products such as Inbound and Outbound, delivering compliance and productivity to the Bombril operation.”
Marcos Bertoncelo, CIO at Bombril
“We are totally focused on the productivity of Bombril's SAP ERP and on strengthening our relationship and the exchange of knowledge with its users; and as our team's learning curve increases and actions are taken to solve problems, the tendency is to substantially reduce calls, which will have repercussions, down the road, on the total value of the service.”
Anielo Basile, ADMS SAP Homine Management at Bombril
Learn about SAP Tagged Support
Our Tagged Support model provides a immediate cost reduction from 10% to 20%, when compared to your current supplier. We guarantee this result in a comparison based on the same price and the same ticket baseline. We seek to further reduce this cost, with the measurement of the baseline and the continuous goal of Zero Interruption in the SAP ERP.
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