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.


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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