Managing CPG enterprise systems to keep pace with new leadership goals

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

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.

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

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.

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.