An internationally active family-owned engineering firm was facing significant SAP security and compliance risks, as well as an IT support organisation under severe strain. This client case study demonstrates how KPMG significantly reduced risks and substantially improved employee efficiency and satisfaction through data-driven analysis, a new roles and permissions framework, and the deployment of an intelligent chatbot.
MAKE ERP SECURITY SMARTER
3 Mio.
data sets analysed per week to minimise risk
80 %
faster processing of IT requests
Up to 60%
automated manual tasks
Client
An internationally active family-run mechanical engineering company
Sector
Mechanical Engineering / Industry
Project objective
To reduce SAP security and compliance risks and significantly ease the burden on IT support.
Technology
SAP analytics software, data analytics, AI-powered IT support chatbot, Microsoft Teams
Video: Dmitrij Spolwind explains how a new authorisation model and chatbot self-service can boost efficiency and reduce risks in the long term.
The path to customer transformation
- The task
- Our approach
- The added value
Reduce SAP risks and ease the burden on support
The company was faced with a significant SAP compliance and security risk: more than 80% of SAP users had incorrect or unintended permissions. At the same time, a small, three-person SAP support team had to deal with a very high volume of non-specific enquiries – without always having the necessary expert knowledge at their disposal.
Three steps to secure and efficient SAP operations
KPMG tackled the challenge in three stages: first, a comprehensive SAP scan was carried out, during which over 120,000 applications were analysed and several million data records were evaluated each week. Building on this, a new role and authorisation framework was introduced, and access rights were consistently reduced to the minimum necessary. In the third step, an IT support chatbot was integrated into Microsoft Teams, which automatically answers queries or creates qualified tickets – supported by KPMG’s in-depth expert knowledge and live insights into the SAP system.
Faster. Safer. Happier.
The client benefited in several ways: the processing time for enquiries fell by 80%, standard issues were resolved within seconds, and the productivity of the IT support team increased significantly. At the same time, compliance and security risks were significantly reduced, and staff satisfaction was boosted by faster and more reliable IT support. The solution is currently in operation and is being continuously developed.
How we make a difference
With data-driven solutions, in-depth SAP expertise and intelligent automation, we help businesses to make lasting improvements to security, efficiency and the user experience.
KPMG. Make the Difference.
Your contact
Dmitrij Spolwind
Partner, Consulting, Lighthouse Germany - AI & Data Solutions
KPMG AG Wirtschaftsprüfungsgesellschaft
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