Issue free support delivery lets Jemena focus on new projects
“Every single Oxygen person has engaged with my business customers in a professional way and their level ofknowledge has been excellent.”
Phil Duncanson, Enterprise Applications Manager, Jemena
“In the past two years in working with Oxygen there has not been a single instance where lackof knowledge or skill has compromised our service delivery.”
Phil Duncanson, Enterprise Applications Manager, Jemena
Challenge
- Take over support for a broad spectrum of SAP applications including finance, project system, project management, asset management, human resources and payroll
- Cope with extremely short knowledge transfer period – two days of direct contact with outgoing support team and two weeks to read and digest application documentation
- Put together a non-standard support arrangement to take complete responsibility for the ongoing maintenance of the solution without full visibility of the number and nature of support calls to be serviced
Solution
- Put in an on-the-ground team of high calibre consultants to analyse the type of support issues that would arise
- Establish basic support procedures that could be managed remotely from Oxygen’s New Zealand service desk
- Appoint a team leader with appropriate seniority to be self sufficient and manage the
team so it did not require constant supervision from Jemena senior management - Proactively transition the support service from a high cost seven person team to an
arrangement where specialist SAP finance, payroll and human resource consultants are maintained full-time, but all other calls are handled by service desk
Return on Investment
- Oxygen’s support allowed Jemena’s in-house SAP team to focus on high value
new project work - Excellent SAP knowledge of support team has created error-free service delivery
- Taking full responsibility for resource management and dealings with other infrastructure providers removed need for day-to-day involvement from Jemena senior
management
Jemena is a leading infrastructure management and development company. It was formed following the separation of the former Alinta Ltd. business which was purchased by a consortium of Singapore Power International and Babcock & Brown.
The business began operating on 1 September 2007 and was referred to as Alinta East and Alinta Asset Management (East). Since then the company has developed and implemented a business strategy with a focus on three key areas: optimising its core business; new growth paths; and building and leveraging its capabilities.
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Customer Profile
Jemena
Jemena (formerly Alinta) is a leading Australian energy company with operations and investments that span five states of Australia and New Zealand.
An ASX Top 100 company with a market capitalisation of A$5.8 billion, Jemena manages, operates or owns a diversified portfolio of energy assets worth A$14 billion.
Jemena’s operations and management services span every link in the energy delivery chain from generation, transmission, distribution wholesale and retail sales.
