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Staying in control of their business through real-time monitoring

Middle East & Africa | South Africa | Manufacturing | Digital

Take back control

Control improvements with real-time monitoring coupled with proactive alerts, keeping your stakeholders abreast of the organisation.

Robust Infrastructure


It’s difficult to grow their client base due to a decrease in consumer spending and a very competitive environment

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Cloud Contact Centre


A system evaluation provides a complete view of the organisation’s challenges

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Faster Innovation


An area of improvement is identified and six Business Process Monitoring KPIs are activated

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Problem solving and continuous business process improvement

The Dimension Data Business Control Centre (BCC) aims to provide value out of the day-to-day use of SAP and associated business processes. The people performing the business processes are monitored to ensure the efficient use of SAP. The Business Control Centre (BCC) proof of concept project at a leading paper and pulp company began with the goal to provide more transparent insight into the selected business processes and users’ experience thereof. The monitoring of critical business processes took place in the BCC based in Centurion, where senior consultants and business analysts monitored value-adding KPI’s.

Sappi is the largest manufacturer of dissolving wood pulp, with 12,800 employees worldwide.  It produces approximately 5.6 million tons of paper, 2.5 million tons of paper and pulp, and 1.3 million tons of dissolving wood pulp per annum. This global company supplies these products to direct and indirect clients across 160 countries and 3 continents. These products are used to create a wide variety of consumer products such as books, brochures, magazines, newspaper, textiles, fashionable clothing, pharmaceutical products as well as a wide range of household products.

As an organisation with many mature system processes, the challenge they are facing is client loyalty. How do they keep growing their client base in a competitive environment made worse by a decrease in consumer spending?  Stakeholders are constantly figuring out how to go above and beyond to keep their clients. Discovering what their clients want and doing a better job of delivering these requirements on a continuous basis will be the differentiator. 

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This paper and pulp company realised that by continuously monitoring their business processes, it would greatly facilitate compliance and result in delivery of their products on-time and in full. Dimension Data believes the key to business is continuous problem solving and continuous business process improvement. We aim to offer a robust problem solving capability at all levels (operational, tactical and strategic) as an ongoing service. 

We began the project by analysing their as-is state. To complete our view of the challenges which this company is facing, a pain point discussion was conducted as well as a system evaluation, i.e. SAPs Continuous Quality Check. This system evaluation program produced the Untouched by Human Hand Report, depicting the most pressing throughput and backlog business issues currently in the system. We also introduced an industry-related benchmarking tool from SAP, the Value Lifecycle Manager. 

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The outcome of this phase led to the identification of the order to cash module as the area of improvement, as well as six Business Process Monitoring  KPIs to be activated in SAP Solution Manager. 

As a trusted advisor, Dimension Data offers expert guidance and solutions to improveme projects

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