The client is a government-owned entity that leads the education technology industry in Saudi Arabia. The institution oversees a large environment that supports various educational entities and administrative services. As its operations grew, the organization required specialized expertise to sustain SAP S/4 HANA system performance, manage daily operations, and facilitate ongoing improvements.
As the SAP environment grew, flaws in the current support model surfaced, making it difficult to maintain consistency, efficiency, and control across operations. Tickets handled in silos, leading to inconsistent resolutions and delays. There was no uniform process for tracking change requests. In the absence of clear workflows, governance, or performance reporting, it became difficult to monitor progress, evaluate effort, or ensure compliance with SLAs.
The client partnered with Cloud4C to entirely transform their SAP support model using a flexible, capacity-based AMS framework. Unifying all incidents, service requests, and change management under a single SLA, it broke down silos and foster a consistent, efficient operational approach. The team gained complete visibility and control over resource utilization by designated monthly hours, while KPI-driven reports provided clear insights into performance and productivity. A shared delivery model merged onsite collaboration with offshore execution strengthening governance, reliability, and scalability building a future-ready AMS foundation to support the organization’s educational mission.
Unified SAP
support across
S/4HANA and
SuccessFactors
Faster ticket
resolution with
SLA-driven
workflows
Shared delivery
model optimizing
cost and
responsiveness
Transparent KPI
tracking with
detailed effort
visibilit