Service Desk and SAP support for Engie’s entities

SOA People provides support services for the SAP platform that is shared across four business entities of ENGIE’s B2B France-based Business Unit, including Ineo, Axima and Endel.

With around 15,000 SAP users across the different business entities, SOA People is responsible for the escalation of SAP technical issues, guaranteeing the availability, stability and performance of the SAP landscape.

A service desk provides direct contact with users, enabling them to report programming issues related to SAP or SAP-related applications. Once an incident is reported it then gets escalated to the relevant SOA People SAP expert to be handled and resolved.

About

ENGIE Ineo is part of leading worldwide energy provider the ENGIE group and is a solutions integrator in electrical engineering, operating in both the public and private sector. Across a network of 300 agencies in France and multiple international markets, ENGIE Ineo has some 15,000 experts and employees that anticipate tomorrow’s consumption habits to mobilise energy in a more closely-connected world.

Challenges

ENGIE Ineo is a very large organisation with an equally large SAP landscape. It needed to ensure its SAP systems were running efficiently and to give its users the best SAP-certified support to enable them to do their jobs properly. The organisation also wanted to ensure that costs were kept to a minimum and that the support they received would be cost effective.

Benefits

  • The expert SAP support and training provided by SOA People enhances user satisfactionby ensuring that staff can maximise their use of the SAP systems
  • ENGIE Ineo makes efficiency gains by receiving high levels of responsiveness to SAP support requests and incidents
  • Enhanced levels of expert SAP knowledge ensure ENGIE Ineo optimises its SAP landscape and stays on top of the latest innovations and developments
  • Costs are managed and budgets kept under control by using a blend of senior consultants together with junior consultants that have progressed through SOA People’s SAP Academy.

“SOA People is proactive in its SAP support and takes care of our users. The consultants are professional and when they arrive at our organisation, they are already trained and up to speed on our needs. The SOA People consultants also integrate well with our IT teams, communicating with them and working hard to resolve issues.”

Thomas Ployart, CIO, ENGIE Ineo

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