The client is one of the largest suppliers of body-sealing products to automobile manufacturers in United Kingdom.
The Client had just completed an implementation of SAP R/3 4.6C and was looking for high quality and cost-effective delivery options for supporting its SAP installation.
Client had evaluated various options and finally selected the offshore support option on the basis of its most favorable price-performance.
The first line of support pertains to Call logging, which is carried out by the client on a 24/7 basis over the Internet on a contact center software system.
Zensar provides second, third and fourth line of support, which comprise of the following activities.
Second Line Support | Analysis of an inquiry or problem relating to the proper operation of a product or process by reference to technical documentation and resolution of the same without recourse to any change to the application code. | Third Line Support | Analysis and correction of a fault relating to the proper operation of a product or process by examination and possible change to the application code, interfaces or operating system. | Fourth Line Support | Analysis and correction of a fault, which has not been corrected by Second Line Support or Third Line Support and which has need of specific application knowledge, or which requires recourse to an external agency (viz. SAP) for more detailed assistance or change to the application code, interfaces or operating system. |
Zensar’s scope included –
- Service Desk Support
- System Monitoring, and
- Application support for the following SAP modules: SD, MM, FI/CO, PP, ABAP
The solution has resulted in substantial savings in support costs due to over 90% of the delivery being done from offshore. It has also been able to utilize SAP applications to its full potential over a period of time.
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