About the client
Our client is a global leader in the healthcare industry that shapes the future of clinical treatment and medical solutions. Employees, spread in more than 100 countries, contribute towards transforming patients’ lives.
Technology and extensive Research and Development (R&D) initiatives are the backbone of their innovative solutions. Global operations require complex processes and interconnected systems working like a well-oiled machine 24/7. Hence, working with a reliable partner is critical for business continuity.
Client’s SAP SRM in a nutshell
- The global application is used in Europe, Americas, and Asia.
- 70,000 active users.
- SAP SRM is the main system to manage the purchasing of indirect goods.
- Over 35 IT experts dedicated to the Managed Service.
Seargin is establishing scalable and streamlined processes
To achieve the level of service that would meet the company standards, the client had to move past the limitation stemming from the operational chaos. Which called for launching a new vendor selection process.
Cooperation between Seargin and the client began in 2017. Seargin delivered required IT experts both for short-term projects and long-term contracts in the Time & Material model.
The RFP process, however, proved that Seargin was the best choice to take full responsibility for the SAP SRM in the areas of development, testing and main ITIL processes (Incident Management, Request Fulfilment, Problem Management, Change Management).
The parties developed the Service Level Agreement, that defines strict KPIs and remedies in case the agreed-on service level is not met. In January 2019 Seargin started to implement its coordination model to achieve the system’s stability and improve service satisfaction.
The monthly number volume of the reported bugs decreased by 94% (from 17 to just a steady number of 1 bug a month)
- The monthly number of incidents decreased by 50%.
- Increased business efficiency combined with decreased costs: the same number of people finalize tasks 2 times faster.
- Reduced average staff attrition to under 5%*.
- Faster development of new functionalities, that supports employees’ needs and improves service satisfaction.
Improved collaboration and transparency
Situational Dashboard: going beyond the scope defined in the contract
To increase visibility into how the application is performing, Seargin set up a situational dashboard. The dashboard provides real-time data about the number of reported bugs and incidents, along with the tickets’ status and changes over time. The client can now inquire into how the application performs without delays.
IIn addition, governance agreed with the Client to ensure monthly service review and transparent communication.
Availability calendar to improve collaboration
Over 35 IT experts are dedicated to the Managed Service. Their responsibilities include resolving reported incidents, testing and developing new features and functionalities.
Managing the international team, spread across Europe, is challenging without defined processes in place.
Therefore, Seargin initiated the availability calendar for transparent and efficient team management.
“Prior to implementing the Seargin’s coordination model, the client could not get reliable data to inform them on what’s happening. Different sources were providing different information, and answers were delayed.”Head of Delivery at Seargin
*How does it compare to the industry average? Different sources estimate the average tech talent turnover rate to be at least 13%.
Talent management: improving the work satisfaction
One of the main goals of the Delivery Manager responsible for Managed Service is to keep the team motivated and content. People also need to understand their role and importance to the services they provide.
“I talk to every member of the team regularly to understand what is important to them and address their expectations and needs,” the Head of Delivery says.
“For example, it turned out there were IT experts, who worked day shifts when they preferred to work at night. As well as some ask for more challenging tasks, while others enjoy repetitiveness and day-to-day predictability. Eventually, everyone gets to do what they enjoy the most in a way that suits them best.”
Furthermore, the Head of Delivery initiates integration events, technology workshops and regular knowledge sharing. At the same time, salary raises and the path to advancing the career are being addressed.
Our approach increased work effectiveness and employees’ satisfaction – in 2021 the average staff attrition rate is under 5%.
“Transform another Managed Service the same way”
They say that success breeds success. Given the proven track record, Seargin won the next RFP process to provide the Managed Service for another application. When establishing yet another Managed Service, the client directly asked the Seargin team to replicate the previously established processes (and success).
“Successful IT Managed Service goes beyond establishing a highly qualified team. One needs to orchestrate the team’s work, set clear directions, and ensure visibility and satisfaction of both the client, end-users, and people dedicated to the project,”Head of Delivery at Seargin.