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CASE STUDY | CONSUMER PACKAGED GOODS

Managing CPG enterprise systems to keep pace with new leadership goals

NextGen IT Operations

SAP-AMS-picture

The Client

A leading South American consumer goods company with a diversified portfolio of food, beverage, and personal care brands.

The Situation

New leadership. New goals. Time for a new way to manage enterprise systems.

To meet the demands of new executive leadership, the company had to accelerate delivery, tighten SLAs, and eliminate inefficiencies. But this shift came mid-migration to SAP S/4HANA, with a deeply customized environment and surging support needs. To keep execution on track, the client needed a more flexible, high-touch support model that could stabilize operations quickly and scale with evolving priorities.

The Solution

Service overview

Flexible, ITIL-aligned Application Management Services (AMS) supporting SAP and RPA systems across multiple business functions.

Approach

Introduced a flexible support model with clear paths for both small, out-of-scope requests and complex, project-based work. This structure helped manage evolving priorities with faster execution. Improved knowledge-sharing practices reduced the impact of workforce turnover and eased pressure from high ticket volumes and deep SAP customizations.

Key actions
  1. Restored RPA operations within a week, resolving incidents and security issues.
  2. Stabilized previous vendor’s SAP migration, converting and supporting key modules.
  3. Replaced unnecessary SAP customizations with standard modules.
  4. Built a hybrid AMS model for incidents, enhancements, and RPA support.

Driving Results

  • 90%+ on-time delivery and 95%+ first-contact compliance.
  • 60% drop in L2 backlog, freeing up internal capacity and improving resolution times.
  • 25% YoY growth in AMS baseline hours, reflecting increased client trust and expanded scope.
  • Cleared post-migration backlog using extra resources.

Bottom line

We make enterprise support Simple, Smart, Reliable—because even during leadership changes, custom SAP chaos, and rising demands, execution can’t stall.

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