About the company

Sitel is a global customer experience management service provider to some of the largest brands in the world. The company has about $1.7 Billion in revenue driven by 146 operating locations with 75,000+ employees serving 70 countries.

Sitel sought a new IT operating platform to coordinate its global operations. Sitel’s previous platform had been a hybrid of on-premise and cloud-based solutions that did not have a common master data or common processes. In short, Sitel wanted to operate as one company globally while reducing the Total Cost of Ownership (TCO) of their IT infrastructure.

Implementation

Sitel selected a suite of SAP® cloud-based products to replace their hybrid legacy platform that included SAP® Business ByDesign®, SuccessFactors, Ariba, Concur and BPC. ERP Logic was selected as the deployment partner because of the company's global reach, its technical ability to localize software and the ability to integrate all SAP® cloud-based solutions to support common business practices globally. It is important to note that before this deployment SAP® Business ByDesign® had not been successfully integrated with other SAP® cloud based solutions.

This complex implementation involved 23 countries, 70+ legal entities, multiple currencies and both IRFS & US GAAP accounting practices. As part of this deployment ERP Logic developed new solutions to adapt SAP® Business ByDesign® to the tax and statutory requirements.

The Results

The integration of SAP® Business ByDesign® into the SAP® suite of cloud solutions for Sitel is completed, tested and accepted.

Financial and operational visibility increased across the globe as well as integration of HR and finance with the SAP® Business ByDesign® solution reduced “Payroll Leakage”. The processes of procurement, HR, expense reporting, consolidation and global reporting are streamlined in a more efficient manner and as well as the compliance with local government regulations improved a lot.

ERP Logic has delivered localization solutions for the first deployment of SAP® Business ByDesign® in 5 new countries. This complex implementation of on-premise and cloud-based solution integration helped Sitel to operate as a single company globally.

Sitel – High Level Solution Architecture

Solutions Implemented

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