Borosil SAP AMS Support

Strengthening SAP Operations: Borosil’s AMS Support Journey with BSC Global

Borosil is a well-established Indian brand with a strong presence in consumer products, laboratory and scientific products, and specialty glass solutions. With a diverse product portfolio and operations spanning manufacturing, supply chain, sales, procurement, and finance, the organization depends on reliable business systems to maintain operational continuity.

As business processes evolved, Borosil required a structured SAP support model capable of handling business-critical incidents, enhancements, integrations, and evolving user requirements. Borosil partnered with BSC Global to provide comprehensive SAP Application Management Services (AMS).

Business Challenges

Unlike a typical SAP support environment focused mainly on incident resolution, Borosil required a support framework addressing several operational and business challenges:

1. Growing Volume of Business Enhancements

  • Business teams regularly introduced new requirements and process changes.
  • Existing support needed to accommodate enhancements without disrupting ongoing operations.

2. Dependency on Key SAP Users

  • Resolution of certain issues depended heavily on individual functional experts.
  • This created knowledge dependency and potential delays in issue resolution.

3. Integration-Related Issues

  • Business processes involved multiple interfaces and interconnected systems.
  • Errors in data flow could impact downstream processes and business transactions.

4. Inconsistent Issue Prioritization

  • Different business teams had varying levels of urgency for SAP issues.
  • A structured mechanism was required to categorize incidents according to business impact.

5. Need for Continuous Process Improvement

  • The objective was not only to resolve incidents but also to identify recurring issues and recommend permanent improvements.

BSC Global’s SAP AMS Solution

BSC Global established a structured SAP AMS support framework for Borosil, combining incident management, functional support, technical assistance, and continuous improvement.

1. Centralized Incident Management

  • Established a structured process for logging, categorizing, prioritizing, and resolving SAP incidents.
  • Implemented defined response and resolution mechanisms based on issue criticality.

2. Functional & Technical SAP Support

  • Provided ongoing support for business-critical SAP processes.
  • Supported configuration issues, transactional errors, master-data-related issues, and technical challenges.

3. Enhancement Management

  • Analyzed new business requirements and change requests.
  • Delivered controlled enhancements while minimizing impact on existing processes.

4. Interface & Integration Support

  • Monitored and supported SAP interfaces and data flows.
  • Investigated integration failures and coordinated corrective actions.

5. Root Cause Analysis

  • Identified recurring incidents and performed detailed root-cause analysis.
  • Recommended permanent fixes instead of repeatedly addressing symptoms.

6. Knowledge Management

  • Created structured documentation for frequently occurring issues and solutions.
  • Reduced dependency on individual experts and improved support continuity.

7. Continuous Improvement

  • Regularly reviewed incident trends and business requirements.
  • Identified opportunities for automation, process optimization, and SAP improvements.

Business Outcomes

  • Improved SAP system reliability and business continuity.
  • Faster incident identification and resolution through structured support processes.
  • Reduced dependency on individual SAP experts through documentation and knowledge sharing.
  • Better control over enhancements and change requests.
  • Improved visibility into recurring SAP issues through systematic reporting and root-cause analysis.
  • Stronger integration stability across connected business processes.
  • Continuous optimization of SAP operations aligned with evolving business requirements.

Why Borosil Chose BSC Global

  • Strong expertise in SAP Application Management Services.
  • Combination of functional and technical SAP capabilities.
  • Structured SLA-based support methodology.
  • Focus on root-cause resolution and continuous improvement.
  • Ability to support both day-to-day operations and long-term SAP transformation initiatives.

Conclusion

Through BSC Global’s SAP AMS Support, Borosil established a more structured and responsive approach to managing its SAP environment. The engagement went beyond conventional ticket resolution by focusing on stability, enhancement management, integration support, knowledge management, and continuous improvement.

BSC Global continues to enable organizations like Borosil to maintain a reliable, scalable, and business-aligned SAP landscape while allowing internal teams to focus on strategic business priorities.