A major provider of print and logistics services with operations spanning the United States, the client delivers integrated solutions to support large-scale print, distribution, and supply chain needs across various industries.

Fragmented SAP Support Model and Legacy Systems Undermined Operational Stability

The client faced a series of operational inefficiencies within their SAP landscape, driven primarily by a highly fragmented support model. Separate vendors were engaged for OS, database, BASIS, and ABAP services – creating silos, coordination gaps, and limited accountability across the system. Their aging SAP ECC infrastructure further intensified the need for reliable and responsive Tier-2 and Tier-3 support.

In addition to structural challenges, the client grappled with process and data inconsistencies that compromised reporting accuracy and downstream outputs. Critical security vulnerabilities in key SAP-related components, including Tomcat, Java, and AJP, introduced heightened compliance and risk exposure.

The situation was further complicated by high attrition among onsite dedicated support resources, leading to operational instability and increased pressure on business continuity.

Unified SAP Support Transformation for Stability, Compliance, and Future-Readiness

To address fragmented SAP operations and rising support demands, Sutherland deployed a comprehensive, offshore-enabled SAP support solution designed to stabilize, optimize, and future-proof the client’s IT landscape across both BASIS and ABAP layers.

At the core of this innovation was Sutherland Translate AI®, our proprietary real-time translation platform, combined with an advanced AI/ML-based predictability framework. Working in concert with Google’s Contact Center AI, the solution introduced a scalable and highly adaptive approach to multilingual support across nearly 100 languages.

On the SAP BASIS front, the solution ensured end-to-end system reliability through real-time performance monitoring, proactive patch management, and seamless upgrade execution. It enabled secure output handling across HPOS, SFTP, and SAP directories, while bolstering resilience with disaster recovery integration, user provisioning, and Cronacle-based job scheduling. Regular security audits and governance alignment further enhanced compliance and reduced risk exposure.

For SAP ABAP, Sutherland delivered performance acceleration through focused code optimization, debugging, system tuning, and memory reduction. The team supported the development and enhancement of key programs, including 439, 439A, and 439B, as well as critical reports such as asset and aging reports. Enhancements included FTP-integrated workflows and Smartform updates. Centralized documentation, licensing audit support, and structured ticket ownership ensured consistent traceability and operational rigor.