Client Context
A global energy major headquartered in the USA, needed a robust ERP support and rollout framework to serve operations across 16+ countries. With a diverse, multi-country, and multi-cultural environment, the company sought to establish a centrally governed, yet locally adaptable JD Edwards global template while ensuring 24×7 support and compliance with country-specific statutory requirements.
Challenges
- Complex functional landscape – supporting multiple JDEdwardsERP modules across Finance, Procurement, Inventory, and Operations.
- Critical integration of ERP at downstream operations and consolidation at HQ with SAP
- Global transition – shifting to an offshore support model across multiple countries and cultures.
- 24×7 support requirements – ensuring uninterrupted global operations under strict SLA commitments.
- Template governance – balancing central control with local statutory compliance.
- Global upgrade journey – upgrading and rolling out a global template across 16+ countries.
- Version coexistence – supporting co-existing template versions during phased upgrades.
Our Approach
- Transitioned application support to an offshore delivery model, managing cultural and operational diversity.
- Established a global 24×7 application support structure with SLA-based governance.
- Designed and governed a centralized JDE global template, tailored for local statutory needs.
- Managed global upgrade programs with phased rollout to 16+ countries.
- Supported co-existing template versions during the upgrade journey, ensuring uninterrupted business continuity.
Results
- Seamless transition to a global offshore support model across 16+ countries.
- High-performing SLA-driven 24×7 global support operations.
- Consistent global template governance with flexibility for local statutory compliance.
- Successful upgrade and phased rollout across all geographies with minimal disruption.
- Strengthened operational resilience through continuous support of co-existing ERP versions.
