About the Client
Xoomworks’ client is a British multinational organisation which operates across 140 countries with around 17 million customers.
Challenges
The client was already using SAP Ariba on demand software for their procurement solution. Up until recently they had been supporting the system in-house but lacked any real Ariba skill set or capability to support or escalate operational issues.
At the same time the company felt that they were not optimising the full functionality of their Ariba system and not getting the most out of their investment. With a key support staff member leaving, it was evident there was a need to deploy a specialised service desk function from an external resource.
The Solution
The client had previously encountered some challenges with extending their supplier network onto the system and had engaged with Ariba experts Xoomworks Procurement for supplier enablement activities. Following this project, Xoomworks was asked to provide their client with an operational service desk function.
They now support the insurer’s end users on the Ariba software with a dedicated Service Desk, offering an initial contact point for users to obtain help in resolving lower complexity issues and requests such as general “How do I” type questions.
It also provides an expert knowledge escalation point for more complex issues and requests that require higher level of system and process knowledge. This includes system administration tasks.
“ With Xoomworks we have constant access to a pool of Ariba expertise and knowledge so more complex issues and high level requests are dealt with professionally. ”
To learn more about our Service Desk and about the benefits our client achieved, download the client story.
