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Caltex Australia: Optimizing SAP® SuccessFactors®

Solutions Using SAP Preferred Care Services

Company

Caltex Australia Group

Headquarters

Sydney, New South Wales,

Australia

Industry

Oil and gas

Products and Services

Petroleum refining, retail

sales, and transport

Employees

3,500

Revenue

A$20.02 billion

(US$15.29 billion)

Web Site

www.caltex.com.au

Objectives

Reorganize and cleanse employee master data

Reduce overall cost of ownership of HR technology and increase efficiency for the HR team and employees

Deliver employee-centric mobile solutions to increase productivity

Enable analytically driven talent management

Respond quickly to policy and culture changes

Resolution

Worked with the SAP® Enterprise Support advisory team and used SAP Preferred Care services

Enhanced incident management for SAP SuccessFactors® solutions

Provided quarterly product updates highlighting key new functionality

Conducted quarterly and annual reviews on current successes and a provided a road map to maximize value

Established a customer success manager to provide expert guidance and enable intuitive collaboration

Engaged in schedule-an-expert and meet-an-expert sessions

Benefits

Faster completion and time-to-value on new deployments and updates

Proactive support services

Optimized implementation projects and more-efficient operations

Enhanced system productivity

Fewer user issues and better incident management

Lower support costs

Improvement in the scorecard from SAP Preferred Care

78%Faster initial response time (IRT) for faster issue resolution (225 incidents resolved in the last 12 months and with IRT goals met on 178 of them)

48%Reduction in system bottlenecks, thanks to fewer overall incidents and better, more timely incident management

20%Savings in implementation time and costs, thanks to better alignment of information and resources during the implementation

“SAP Preferred Care allows us to be more agile and innovative in system administration and incident

management, which means we can be more responsive to our customers. This program is a mutual

partnership for success and has led to an excellent implementation project and outcome with our

SAP SuccessFactors solutions.”

Imran Syed, HR Systems Analyst, Caltex Australia Group

47439 (16/10) This content is approved by the customer and may not be altered under any circumstances.