Unifying global operations with SAP rollout and 10+ years of continued support

Summary

A German multinational science and technology company in the healthcare and life sciences industries needed to unify fragmented global operations under a single SAP platform, then to keep that platform running as it scaled to more than 40 modules across manufacturing, quality, and supply chain.

Marlabs delivered a global SAP rollout across five waves, then transitioned the decade-plus partnership into a 24/7 SAP application management model spanning L1, L2, and L3. ITIL-based incident management and real-time SLA dashboards now keep production, batch release, and distribution running continuously, sustaining a single relationship that began with implementation and has continued as ongoing support ever since.

Challenge

The client's global operations were fragmented across multiple systems, and expansion through acquisitions further complicated visibility and process integration. Disconnected systems and inconsistent processes slowed decision-making and made it difficult to get an accurate, enterprise-wide view of performance.

As the SAP landscape grew to more than 40 modules across manufacturing, quality, and supply chain functions, spanning S/4HANA, ECC, and SuccessFactors, the operation also carried GxP and 21 CFR Part 11 compliance requirements that demanded validated, round-the-clock support. The client needed a partner who could first unify its SAP landscape, then stand behind it continuously without adding operational or compliance risk.

Solution

Marlabs built the client's global SAP platform from the ground up, then evolved the decade-plus engagement into ongoing, 24/7 support that keeps every tier of the landscape running around the clock.

SAP configuration and implementation

Marlabs configured and implemented SAP powered by SAP HANA, adhering to best-practice frameworks and standardized implementation methods from the outset. The team established the technical foundation that every later phase of the relationship would build on, from module configuration through the governance model that kept the rollout consistent across geographies. This phase set the standard for how SAP would be configured, documented, and supported for the decade that followed.

Global rollouts and module support

The team, which has grown to exceed 100 members, delivered functional and technical support across SAP MM, SD, FI, PP, QM, and PI/PO through five global rollout waves. Marlabs handled module customization, technical support services, and cross-module integration as the platform extended to new locations and business units. Each wave brought the client closer to a single, standardized SAP template, replacing what had been inconsistent, location-specific processes.

Legacy system decommissioning

As Marlabs migrated the client's operations into SAP, the team also decommissioned multiple legacy systems that had been running in parallel. This consolidation reduced the operational cost and complexity of maintaining redundant platforms and gave the client a cleaner, more supportable system landscape. Retiring these legacy systems also removed a source of the fragmentation that had limited enterprise-wide visibility before the engagement began.

Transition to 24/7 SAP support

Building on the platform it had implemented, Marlabs transitioned the partnership into ongoing SAP application management and service desk support spanning L1, L2, and L3. This tier of the engagement now covers more than 40 SAP modules, including EWM and BTP integrations, giving the client a single, accountable support structure across its ERP landscape. The transition marked the shift from a project-based relationship to a continuously supported one.

ITIL operations and automation

Marlabs implemented ITIL-based incident management, including structured root cause analysis, across the full support model. Real-time SLA dashboards gave the client's leaders continuous visibility into incident trends and system health, while continuous shift-left improvements automated routine, repetitive tasks and self-service portals let end users resolve common issues without opening a ticket. Together, these practices turned day-to-day SAP operations into a measured, continuously improving service rather than a series of one-off fixes.

Results

The engagement has delivered more than a decade of continuous SAP expertise, evolving from a single global rollout into an ongoing, 24/7 supported operation. The team completed five rollout waves, covering 70 to 80 percent of the client's currently planned SAP locations, and migrated operations from multiple legacy systems into SAP, reducing both complexity and operational cost.

Since establishing the 24/7 support and service desk model across L1, L2, and L3, automating repeated tasks and standardizing workflows has improved operational efficiency by 20 to 30 percent, while real-time SLA dashboards and ITIL incident management give leaders continuous visibility into performance and GxP compliance.

Impact

The engagement delivered measurable gains across implementation, cost, and ongoing operational performance:

• Sustained a decade-long SAP partnership, evolving from global rollout into ongoing support.

• Completed five global rollout waves, covering 70 to 80 percent of the client's currently planned SAP locations.

• Reduced complexity and operational cost by decommissioning multiple legacy systems into SAP.

• Established a 24/7 support and service desk model spanning L1, L2, and L3 across more than 40 modules.

• Improved operational efficiency by 20 to 30 percent through automation and standardized workflows.

• Gave leaders real-time visibility into SLA performance, incident trends, and GxP compliance.