Case Study – Glen Dimplex: IDoc Management Console
Key Takeaways
⇨ Glen Dimplex leverages the IDoc Management Console™ to enhance efficiency in handling customer orders and invoicing, significantly reducing time spent on IDoc management.
⇨ The implemented solution simplifies processes for users, enabling quicker identification and resolution of issues, which improves overall customer experience.
⇨ The collaboration with The Config Team has resulted in outstanding support and timely updates, ensuring the successful implementation and future scalability of the solution.
About Glen Dimplex
Glen Dimplex is a global leader in the design and manufacture of sustainable, efficient and desirable heating and ventilation solutions for domestic and commercial environments. A leading presence in Europe, Glen Dimplex Group serves global markets and has more than 8,500 employees worldwide.
Project Benefits
- Enhanced customer experience
- Operational time savings
- Simplifying process for users
- Reduction in customer order processing times
The Challenge
Glen Dimplex has implemented SAP at its sites in the UK, Ireland and North America and was looking for a way to monitor the IDocs associated with customer ordering and invoicing, along with interfacing to 3PL warehouses in America. With local teams responsible for the management and resolution of IDocs, it was a time consuming and complex process, and the manufacturer was seeking to improve efficiencies.
The Solution
The Config Team demonstrated the value that the IDoc Management Console™ could bring to the business and the solution was installed across the group for all sites that currently operate SAP.
Explore related questions
The Config Team has configured the solution to simplify IDoc management for users, with the internal team able to easily categorise interfaces to enable more efficient handling of IDocs through dedicated resource allocation. Within SAP, customers are reported as numbers by default, however, the Glen Dimplex solution has been customised to instead report customer names to enhance useability. Similarly, identifying that customer material is a common area that the internal team needs to investigate, hotspots have been included to enable users to jump to the relevant information in the right place with a single click. This alone has saved significant time, compared with the previous process, which required lots of clicks through multiple SAP transactions.
Users no longer needing to go into lots of separate SAP transactions to manage IDocs is a major advantage for the team, as Graeme MacKinnon, IT Business Partner at Glen Dimplex explains: “The IDoc Management Console makes life so much easier for our team, with the whole process of both viewing and managing IDocs a lot simpler and quicker. Those involved have much wider visibility of all IDocs and can quickly identify errors, with the ability to process them in considerably less time, resulting in significant time savings.”
The simplicity of use has also enabled additional business users to view and manage IDocs, who did not have the necessary knowledge of SAP transactions to access this previously. This also allows management increased visibility, to enable an overall view of IDoc health to be monitored, with any issues identified and acted on quickly.
The ability to add comments has also contributed to the time savings, as Graeme expands: “The team used to keep a separate inventory with commentary on all IDoc status and investigations. Now they can easily add comments and notes to any IDoc for clear transparency, avoiding duplication of effort and ensuring quick resolution of issues.”
The major advantage for Glen Dimplex has been the significant time savings in monitoring and managing IDocs throughout the business. The ability to reprocess IDocs much quicker has had a positive impact throughout the operation, such as orders being inputted into the system quicker, which ultimately improves the customer experience.
“The IDoc Management Console has delivered an overall improved user experience for our internal business operations team. The solution makes life so much easier for those using it day-to-day and they are benefitting from significant time savings, which is having a positive impact throughout our whole operation.”
Commenting on the relationship with the Config Team, Graeme continues: “The service from The Config Team has been exceptional throughout the project. We continually received regular updates on the implementation, it was rolled out in the expected timescale and very well executed. Following the installation, the team has continued to provide excellent support, with all queries always picked up and answered very quickly. We are looking forward to continue working with the team to add further sites onto the solution in the future.”
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