SAP Ecosystem Support, Development for French IT Provider

Overarching Support of Corporate SAP Ecosystem for French IT Service Provider

Large IT Services Provider



Cooperation period:

2014 - present


Software & Hi-Tech



About the Customer:

The client of Infopulse is a leading European provider of IT services with 40+ years of experience on the market. The company has operations in 20 countries and employs over 9,000 people worldwide.

Executive Summary

Goal: Partner with a trustworthy company that could provide full-service support for SAP systems.

Solution: Holistic L1-L3 support service of the corporate SAP ecosystem and its end-users. 

Benefits: Saved over EUR 5 million in the first year, extended SAP functionality, and improved business processes.   

Services delivered: SAP custom development and Integration, SAP AMS, SAP BASIS support.

Overarching Support of Corporate SAP Ecosystem for French IT Service Provider - Case Image

Business Challenge

The customer was looking for a reliable partner who would ensure multi-level support of the corporate SAP ecosystem, including business analysis and L1 support with native speakers. The partner had to tackle the project almost immediately.

The challenge itself was to:

  • Provide different levels of SAP support;
  • Communicate with and support SAP end-users;
  • Implement new SAP functionality;
  • Integrate the company into a single consolidated SAP system.

The customer chose to entrust the entire SAP project management to Infopulse instead of a large consulting firm used for the first phase.


Infopulse implemented multi-level SAP support for the customer that includes integration, maintenance, business analysis, documentation, quality control and assurance, and more.

  • L1 support: Including incident management, native end-users communication (French and English), SAP user maintenance, remote assistance to solve day-to-day problems reported by SAP system users.
  • L2 support: SAP implementation projects, integration projects between SAP and different business applications and systems, all kinds of development (ABAP) works within the SAP system (configuration and development).
  • L3 support: Including all types of SAP maintenance: SAP ERP/PI/HANA software administration and maintenance; SAP Server installation, migration, maintenance, release upgrades; SAP system landscape configuration and support; SAP performance tuning; OS and DB support, to name a few.
  • Business-oriented analysis: Identifying business needs and determining standard SAP solutions or develop customer-specific solutions, SAP end-user trainings (remotely and on the customer’s premises), business and SAP process documentation, assistance in the preparation of SAP Knowledge Base.


SAP Basis logo
SAP Basis
SAP ERP logo
SAP PI logo
MySQL logo
SAP FI-AA logo

Facts & Figures


Support of SAP system landscape

€5 mln


Business Value

  • Cost reduction of over EUR 5 million during the first year of cooperation;
  • Reduced cost of third-party SAP support;
  • Integrated financial activities of all branches around Europe (including the USA, Canada, and the UK) into a single consolidated SAP system;
  • Extended existing SAP functionality and business processes;
  • Built knowledge base and set up audit processes based on SAP.

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