Optimizing SAP Operations: DHL’s Partnership with BSC Global for SAP Application Management Services


This case study showcases the successful implementation of SAP Application Management Services (AMS) for DHL, a global logistics company. Recognizing the criticality of their SAP system in supporting their complex supply chain operations, DHL partnered with BSC Global, a trusted IT service provider specializing in SAP solutions. Through the implementation of SAP AMS, DHL aimed to ensure the smooth and efficient functioning of their SAP landscape, achieve high system availability, and enhance user satisfaction.

Client Profile:

Company Name: DHL

Industry: Logistics and Supply Chain

Operations: Global presence with extensive transportation and logistics networks

Key Focus Area: SAP System Management and Support

Challenges Faced by DHL:

  • High System Complexity: DHL’s SAP landscape comprised various modules and functionalities supporting their extensive logistics operations. Managing the complexity of the SAP system, ensuring system stability, and providing efficient support to users were key challenges.
  • 24/7 Operations: DHL’s operations ran round the clock, necessitating uninterrupted system availability and quick issue resolution. They required a robust support framework to address any system issues promptly and minimize downtime.
  • User Support and Training: DHL’s SAP users needed reliable technical support and guidance on system usage. Ensuring prompt and effective user support and providing training on new functionalities were essential for maximizing system utilization.
  • Continuous System Improvements: DHL aimed to leverage new SAP features and functionalities to enhance their logistics operations continually. They required expert guidance on system upgrades, enhancements, and best practices for optimal utilization of the SAP ecosystem.

Solution Offered by BSC Global:

  • BSC Global proposed a comprehensive SAP AMS solution to address DHL’s system management and support challenges. The key components of the solution included:
  • System Monitoring and Maintenance: BSC Global implemented robust monitoring tools and processes to continuously monitor DHL’s SAP system. This ensured high system availability, proactive issue identification, and performance optimization.
  • Incident and Problem Management: BSC Global established a dedicated support team to handle incident resolution and problem management. They promptly addressed system issues, minimizing downtime and disruption to DHL’s logistics operations.
  • User Support and Training: BSC Global provided reliable technical support and training to DHL’s SAP users. They responded to user queries, provided system guidance, and conducted training sessions to enhance user proficiency and productivity.
  • System Upgrades and Enhancements: BSC Global collaborated with DHL to plan and execute SAP system upgrades and enhancements. This included assessing business requirements, implementing new functionalities, and ensuring a smooth transition with minimal business impact.
  • Continuous Improvement Initiatives: BSC Global worked closely with DHL to identify opportunities for process improvement and optimize system performance. They provided regular recommendations, conducted system health checks, and implemented best practices to maximize the value of DHL’s SAP investment.

Results and Benefits:

  • The implementation of SAP AMS by BSC Global delivered significant results and benefits to DHL:
  • Increased System Availability: The proactive system monitoring and prompt issue resolution by BSC Global resulted in increased system availability. DHL experienced minimal downtime, ensuring uninterrupted logistics operations.
  • Reliable Technical Support: BSC Global’s dedicated support team provided reliable technical support to DHL’s SAP users. They addressed user queries promptly, ensuring smooth system operations and enhanced user satisfaction.
  • Efficient Incident Resolution: The established incident and problem management framework facilitated quick issue identification and resolution. DHL experienced reduced system disruptions, minimizing the impact on their logistics services.
  • Seamless System Upgrades: BSC Global’s expertise in SAP system upgrades and enhancements enabled DHL to leverage new features and functionalities. The upgrades were executed smoothly, ensuring minimal business impact and maximum system utilization.
  • Continuous System Improvements: BSC Global’s collaborative approach and continuous improvement initiatives helped DHL optimize their SAP system performance. They implemented best practices, identified process efficiencies, and provided strategic recommendations for ongoing system enhancements.


The successful implementation of SAP AMS by BSC Global empowered DHL to optimize their SAP system management and support. The solution delivered increased system availability, efficient issue resolution, reliable technical support, seamless system upgrades, and continuous system improvements. BSC Global’s expertise in SAP solutions, proactive system monitoring, dedicated support services, and collaborative approach played a crucial role in delivering a successful SAP AMS implementation, supporting DHL’s goal of maximizing the value of their SAP investment and ensuring uninterrupted logistics operations.