Xoomworks partners with one of the world’s largest insurance groups to ensure the ongoing enhancement, support and availability of the business-critical purchase-to-payment solution.
Xoomworks is responsible for many key aspects of Ariba system support on a global basis – monitoring and maintenance services, delivering tailored and multi-lingual help-desk and support services to end-users, working closely with local country teams to enhance the Ariba system and its adoption both internally and from external suppliers.
Enabling the strategic objectives
SAP Ariba is one of the world’s largest insurance groups with a global network of subsidiaries and offices in North America, Europe, Asia Pacific, Latin America and other markets. 60,000 employees serve customers in more than 170 countries. Its board made a strategic decision to outsource the maintenance and support of its group-wide Ariba implementation.
With such a large global operation, the group recognised that implementing localised Ariba support services for each country would not be efficient – either in terms of quality of service and costs. What was needed was global maintenance and support expertise that could deliver the service need, regardless of location, language and time zone.
The group approached a number of managed IT services organisations but was unable to identify a prospective partner with the required Ariba expertise, multi-lingual capabilities and ability to support its business units across the globe.
Multi-lingual, multi-country Ariba support
The group had already partnered with Xoomworks on a variety of complex development projects where they had consistently delivered on time, to budget and in alignment with strategic objectives. Combined with Xoomworks’ proven expertise in designing, developing, implementing and supporting large scale Ariba implementations, and its ability to deliver tailored, multi-lingual support during business hours – irrespective of time zones – from a central location, made them the partner of choice.
As well as with its central London base, Xoomworks’ operates from a nearshore outsourcing centre in Cluj, Romania, giving the company access to specialist technicians who are highly experienced in all aspects of project design, development, implementation, maintenance and support. Fundamentally, they had the multilingual skills that were critical to the success of this project.
Following detailed evaluations of the group’s existing processes and procedures, Xoomworks put forward a comprehensive proposal for the maintenance and support of the Ariba system. There was particular emphasis on user support, catalogue management, data maintenance, and system monitoring. The proposal was accepted and Xoomworks hired six dedicated multilingual analysts operating out of Cluj to work under an additional level of management support located in the UK.
Xoomworks initiated their comprehensive transition process, which was successfully completed over a realistic timeframe and incorporated a robust and well-proven recruitment and onboarding process for new team members.
Xoomworks is now responsible for many key aspects of Ariba system support on a global basis, providing monitoring and maintenance services, delivering tailored and multi-lingual help-desk and support services to end-users, and working closely with the clients local country teams to help enhance the Ariba system and its adoption both internally and from external suppliers. An initial objective of this was for the thorough documentation of the Supplier Enablement processes.
As part of this process, the client’s North America Procurement team hosted two Xoomworks technicians for eight days of intensive knowledge transfer and training.
”The time spent with the Ariba team was very productive. Great teamwork led to successfully detailing and documenting the key processes.”
“A high priority for Procurement continues to be the utilisation of Ariba. An efficient and expedient supplier enablement process is essential in driving more spend through the system. To that end, we out-tasked the supplier enablement process to Xoomworks late last year in Europe and now in North America. Great teamwork led to successfully detailing and documenting the key processes. Over the past month, the team conducted a thorough review of the system and made significant improvements that are helping our end-users.”
I am impressed how quickly this highly motivated team learned and came up to speed. A key to this success was certainly the country visits, which allowed the Agents to see how things were dealt with locally, and – most important – to build their network in all relevant functions. Country visits are planned for twice a year, and the next round is just around the corner.
Effective and efficient support across the group
Crucial to the success of the service has been the extremely close and continuing relationships between Xoomworks and the client’s Ariba teams. “The Xoomworks team in Cluj has become an integral part of our internal Ariba team by providing operational support to our Ariba Managers,” explained the Client Ariba Operations Manager. “They have quickly developed the knowledge and expertise to support our Ariba environment. Critical to the success of this engagement is the ability of the Xoomworks team to fluently speak English, German, Italian, Spanish and French in order to effectively and efficiently support our teams across the group.” Eighteen months on, the client’s board-level strategy remains on budget and aligned to objectives.
With responsibility for maintenance and support safely in the hands of the experts, the internal Ariba teams have been able to drive enhancement, development and adoption projects across the entire organisation.
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