India’s leading petrochemical company was struggling to manage its complex SAP environment, and that struggle was showing up in the form of frequent incidents and delayed issue resolution. As business demands grew, the company needed a specialized partner who could help stabilize and scale its SAP services before the problem got worse. Rising incident volume, driven by a fragmented SAP landscape, was already impacting business continuity through repeated delays in issue resolution. A lack of standardized processes across business units only compounded the problem, and the company faced a real risk of knowledge erosion as it considered transitioning from an in-house to an outsourced support model, a transition that needed to be handled carefully to avoid losing institutional knowledge along the way.
Ascendion implemented a comprehensive SAP managed services solution to streamline operations and boost system performance, starting with a detailed SAP landscape assessment and a risk-mitigated transition plan to guide the shift away from the fragmented status quo.
In-house support was replaced with a structured, outsourced delivery model, paired with a purpose-built knowledge management platform designed to reduce incident frequency and enhance Mean Time to Resolve (MTTR). ITIL-based service management was applied throughout, bringing strong problem management and process standardization to an environment that had previously lacked either.
Tech Stack:
Delivered a 25% improvement in Mean Time to Resolve (MTTR).
Achieved a 20% reduction in incident volume through system optimization.
Streamlined and standardized SAP processes, eliminating inefficiencies across business units.
Improved solution accuracy and reuse through high-quality documentation and knowledge capture.
