Case Study – Airnov Healthcare Packaging: SAP Support
Key Takeaways
⇨ The Config Team offers personalized SAP support, transforming the customer relationship from a ticket-based system to trusted advisory interactions.
⇨ Airnov Healthcare Packaging benefits from a flexible hour bank model that allows for better control of IT costs while providing comprehensive SAP support across multiple core modules.
⇨ Despite geographic challenges, The Config Team effectively covers multiple time zones, ensuring direct and timely communication with Airnov's global teams.
“The Config Team is a very personable organisation. When you need help, there are people you can speak to directly. It is not just a ticket-based relationship, they are my trusted advisors.” Amy Hasty, Global IT Director at Airnov Healthcare Packaging
About Airnov
Airnov Healthcare Packaging is a global leader in active solutions used to protect pharmaceutical, nutraceutical and diagnostic products from moisture and oxygen. It employs roughly 750 employees and has a global footprint, with five state-of-the-art manufacturing facilities, three dedicated research and development centres and five sales offices across the world. The manufacturing facilities are located in the USA, France, China and India.
Project Benefits
- Multiple time zones covered
- Multifunctional support
- Reduced IT support costs
- Easy access to SAP expertise
The Challenge
In the midst of the COVID-19 pandemic in 2020, Airnov was splitting off from its parent company, which operated SAP. Looking to continue using SAP, it worked with an existing partner to implement a new system, with The Config Team providing project management support to help navigate the early stages of getting it up and running.
Explore related questions
Looking for a long-term SAP support partner, Airnov considered several options, including offshore, before deciding on The Config Team as the best value provider in terms of coverage and price.
The Solution
The Config Team provides SAP support for all Airnov’s core modules: Material Management (MM), Production Planning (PP), Finance and Controlling (FICO), Inventory Management (IM) and Warehouse Management (WM), as well as its ABAP and Security and Governance (S&G) requirements.
Airnov benefits from The Config Team’s hour bank model of support, a pre-paid ‘bank’ of support hours that allows for complete control of monthly spend while offering great flexibility of usage. The team can raise tickets for incidents, service and change requests, as well as other items from an extensive service catalogue. Going beyond ticket resolution, Airnov also has quick and easy access to The Config Team’s expert consultants for advice and ideas.
While The Config Team is UK-based and Airnov predominantly operates in the USA and France, as well as India and China, Config Team has been able to cover every region, enabling direct communication with the users in their own time zones.
The Airnov team has full visibility of its support usage, benefitting from regular updates with its account manager covering reports on ticket volumes by module and location, areas for improvement on both sides, going through a running list of enhancements and discussing future projects that may be coming up.
Working with The Config Team has proven to be a real benefit to Airnov, saving time and resources on internal recruitment, and allowing it to provide quality support for its teams globally while keeping IT costs down.
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