Client profile
A well-known Japanese beauty and consumer-products company.
Business challenge
The organisation needed to sustain daily operations while structuring requests, incidents, changes and releases, with clear ownership between its internal team and the support function.
What we delivered
Since August 2025, a six-consultant team—one onsite and five remote—has maintained SAP SD, MM and ABAP. The operating model defines intake, priority-based L1, L2 and L3 response and escalation, change and release processes, and reporting.
Delivery method
Confirm scope and ownership
Map supported systems, users, service hours, dependencies and responsibility boundaries.
Design operations
Define intake, priority, access, escalation, change control and reporting.
Transition safely
Transfer documentation, knowledge, access and open issues against agreed acceptance criteria.
Operate and improve
Use incidents, changes, handovers and service reviews to improve recurring work.
Key outcomes
Delivery outcome
The engagement operates with a clear SAP support interface and responsibility boundary. Unconfirmed figures for effort, SLA and improvement are intentionally not published.
Organisation impact
The objective went beyond filling roles: TAC connected role design, market intelligence, decision speed and team collaboration to build organisation capability that could continue supporting the business.
Buyer questions before procurement
What should we share first?
Share the systems, modules or equipment, sites and users, required service hours, current team, main issues and target start date. Do not send credentials.
How are priorities and SLA targets defined?
They are agreed after confirming business impact, coverage, L1–L3 ownership, dependencies and escalation paths. Unverified effort, ticket volumes, response or resolution times are not published.
Should we use hiring, dispatch or IT services?
Use permanent hiring for long-term employment, licensed dispatch where the customer directs daily work, and IT services where outcomes and operating responsibility are assigned to a delivery team.
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