Whitaker-Taylor boosts satisfaction for chemicals firm

The customer experience

Global companies with operations in North America face tremendous challenges when it comes to SAP HR support. Dealing with time zone differences is difficult enough, but when it comes to compliance requirements and specific governmental regulations — not to mention language and communication barriers — global companies continue to search for ways to improve localized support for SAP HR.

The customer challenge

HR business processes, payroll and benefits were supported by a global team centrally based within the company's European operations. A small team based in the United States provided user interaction and coordinated activities with the European-based support group.

Whitaker-Taylor solution

The customer faced support levels that were negatively affected by time zone differences. Cultural differences hampered the prioritization of issues. Other problems included limited visibility into U.S. payroll and benefits compliance, resource constraints on peak seasons in U.S. processing, a lack of attention to U.S.-specific SAP notes and modifications, and unnecessary workarounds outside the core HR system.

Whitaker-Taylor applied its Extended Team Support™ solution to the customer's experience and achieved the following results:

• U.S. support and ongoing maintenance were stabilized.
• The company enjoyed greater alignment with U.S. work practices.
• Issue resolution times were reduced.
• Better resources were supplied to meet U.S.-specific requirements.
• U.S. customer satisfaction levels increased.
• Support team costs were reduced.