The client is a major clean energy generation company that owns and operates nuclear reactors for power generation. The utility’s plant operations are managed in SAP ECC for procure-to-pay, record-to-report, acquire-to-retire, inventory, radiation energy management, plant maintenance, outage management, procedure, and policy management. Their corporate functions are managed through a combination of SAP S/4HANA On-Premise, and SAP cloud applications like SuccessFactors and Ariba. Overall reporting is managed through SAC and SAP BI/BO. The client engaged Infosys to achieve the overall objective of improving support and maintenance processes with innovation and enhanced service delivery.

Key Challenges

  • Gaps in coordination between teams due to the absence of a centrally managed service delivery structure and process
  • Ability to meet changing business requirements by scaling the team
  • Optimizing the total cost of ownership

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The Solution

Infosys rolled out SAP’s managed service framework “run-improve-transform” to enhance maintenance and application development services.

The managed service contract addresses predictable and repeatable day-to-day service delivery, analyzes the insights, and continuously improves the service framework to keep pace with changing dynamics. This is achieved by upskilling and retaining the core team to meet future technology and business requirements.

Further, our patented transition methodology ensured risk-free movement to steady-state support.

We also supported the client through Infosys’ comprehensive and tailor-made strategies to rehire key talent.

The integrated service delivery model enabled coordinated efforts in achieving key KPIs, generating proactive ideas, and delivering multiple service improvement initiatives with significant business value.

SAP-managed service framework “run-improve-transform” to improve maintenance and application development services

  • Introduced and implemented custom-made analytical solutions to proactively monitor, govern, and improve service delivery metrics
  • Transitioned application support from in-house team for ECC and S/4HANA application support from the implementation partner with 100% adherence to transition timeline and zero disruption to business
  • Introduced automated tasks and shift-left around standard repeatable processes to cut down on efforts and eliminate risk of manual errors


Achieved Operational

Achieved operational and process excellence within 2 months of entering steady state, with 99.92% SLA adherence

Customer Sentiment

Customer sentiment analysis and insights-based action plan led to an improvement in the satisfaction score by 28%

Successful Completion

Successful completion of the rebadging exercise of 20+ resources, enabling key talent retention

Reduced the turnaround time

Reduced the turnaround time by 50%

Optimized Service

Optimized service delivery cost