The broader experience of the itelligence consultants has introduced new perspectives and ideas to address our challenges.
Christine Keberlein, Director of Finance and IT, Meritor WABCO
Since 1990, North American joint venture Meritor WABCO has developed and delivered proven, integrated safety technology and efficiency components, including braking systems and controls, active safety systems, and suspension and control systems for commercial vehicles.
Two leading global suppliers back Meritor WABCO, each with more than 100-year legacies: Meritor, Inc., a supplier of drivetrain, mobility, braking and aftermarket solutions for commercial vehicle and industrial markets, provides the JV with the industry’s most extensive service and support network.
WABCO Automotive Control Systems, Inc., a wholly owned subsidiary of WABCO Holdings, Inc. provides breakthrough technologies and control systems for the safety and efficiency of commercial vehicles.
Challenges and Benefits
- Large backlog of SAP support issues not being addressed efficiently
- Business frustration with the lack of SAP optimizations
- No formal change management process to fully engage business process owners
- Support performance metrics lacked formal rigor
- Cost-neutral, value-added SAP support
- Business priorities met in efficient, timely manner
- Reduced incidents and increased performance against KPIs
- Increased internal customer engagement and satisfaction
- Efficient Application Management Outsourcing for entire SAP landscape
- SAP Application Management Services (AMS)
- SAP Hosting Services
About the Project
During a two-month period in 2014, itelligence and Meritor WABCO successfully completed the company’s transition from their internal SAP support team members to itelligence AMS. The transition utilized itelligence’s proprietary Transition.it methodology. Transition.it takes a proven and phased approach to Transition Planning, On-Boarding, Knowledge Transfer, Readiness Confirmation and Transition to Run Operations. This includes understanding the customer’s business processes and company configuration in SAP, understanding any customization, and preparing for support. Meritor WABCO and itelligence resources conducted effective and efficient knowledge transfer sessions that were critical to the successful transition.
An experienced itelligence Service Delivery Manager (SDM) led the transition effort, working closely with the Meritor WABCO Governance Lead. itelligence implemented new processes for SAP support, EDI support and change management to efficiently remap SAP responsibilities to business process owners or itelligence AMS. Business process owners also were trained to use the itelligence service portal, eliminating the need for an internal SAP support ticketing system. Open internal support requests were submitted to the itelligence service portal for resolution by itelligence AMS support.
As a result of the transition, SAP support issues are now addressed by itelligence AMS support in an efficient, timely manner to meet business priorities and deadlines. New processes have been added for SAP support, EDI support and change management that now more fully engage business process owners. The itelligence SDM now leads the Meritor WABCO SAP support model, regularly measuring performance against Key Performance Indicators, managing support processes, and driving continual improvement activities.