CAI ERP Support
Overview
July 2015
Introduction to CAI
Core Competencies
Corporate Profile
• Privately held, Pennsylvania-based
firm founded in Allentown in 1981
• Annual revenues of nearly $550
Million
• Specializing in IT services for Fortune
1000 companies and large public
sector enterprises
• Employs nearly 4,000 associates
working in over 30 offices and four
delivery centers in the U.S. and
abroad
ERP Practice
Technology,
Mobility, &
Security Services
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IT Strategy
Application Design & Development
Solutions Architecture
Application Maintenance / Support
IT Management / Governance
Requirements Engineering
Big Data and Analytics
Business
Management
Consulting
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PMO and IV&V
Business Process Management
Organizational Change
Business Continuity Planning
Strategic
Resourcing
• Managed Staffing Provider
• Knowledge Capture
• Staff Augmentation
Local firm feel with global firm results!
• SAP Services Partner since 2006 / Oracle Services Partner since 2012
• Focused on SAP, Oracle ERP, JD Edwards, and PeopleSoft
• Certified ERP Vendor Network for ‘on-demand’ capacity
• CAI’s Application Maintenance / Support tools and processes
imbedded into ERP package toolsets
• On-Shore and Right-Shore models
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Issues Facing IT Leadership
Today’s ERP systems are MISSION CRITICAL…. but require extensive
support to sustain!
Your business is looking for IT to provide expanded business
capabilities using current and emerging technologies
• Major ERP Project work or system extensions
• Digitalization, Mobile, Social, Big Data Analytics
Your business is asking IT to be more responsive, take risks, be
innovative, fail fast!
You
Need
To
• T ransform your organization’s skills!
• I nvest in new tools / technologies!
• M anage within budget constraints!
• E nsure the ERP system continues to provide mission critical support to the business!
CAI can provide the TIME you need to achieve these goals!
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CAI’s ERP Application Support Model
CAI has developed proprietary Application
Maintenance / Support tools and processes
that consistently provide a 30% cost savings to
our Clients while improving service levels!
Clients can use these savings to:
• Focus on higher priority
strategic initiatives
• Invest in new tools /
emerging technologies
• Fund other business
imperatives
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CAI ERP Legacy Application Support
Legacy Application Support (LAS) Practice
• Began LAS Services (DuPont) in 1983
• Over 100 LAS Engagements with Fortune 1000 Clients
• Platform Independent: .Net, Java, Oracle EBS, SAP, BPCS, JD Edwards,
PeopleSoft, Other Development Tools
• ERP methodologies / tools integrated with CAI proprietary LAS
processes / tools
ERP Systems have been
operational for over 10 years!
CAI allows you to reallocate
assets to strategic initiatives!
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CAI ERP Legacy Application Support
Exceptional Support for your Mission Critical ERP Applications
• Improve Your Support Model
– Streamline Operations via Continuous Improvement
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Visibility / Dashboards via Tracer
– Improve Internal Customer Satisfaction
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Proactive Surveys and Follow-up (APO / AMI)
– Reduce Costs
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Right Shore Resources / AKT Documentation
• Increase Your Focus on Development / New Technology
– Reallocate Support Capacity to Critical Business Needs
– Utilize CAI’s Re-badging or Right To Hire options
• Client First Approach
– Tier II Provider – We provide experts; not overhead
– $550M Privately held company; long-term client focus; not a short term analyst focus
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Typical Engagement Milestones
Assessment
A 1 – 4 week
activity to
understand the
existing ERP
support model and
the business
objectives.
Transition
Proposal
Using our proprietary
tools and processes,
we’ll transition support
from your IT organization
to CAI.
This includes formal
Application Knowledge
Transfer (AKT).
Based on the
Assessment, CAI will
create a detailed plan
that achieves the
objectives of the
business.
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Steady
State
At this point CAI will be
responsible for the
support scope defined
in the Proposal. We’ll
have baselines and
metrics and a well
defined governance
structure in place.
Representative ERP Clients
Manufacturing
Consumer Products
Pharmaceuticals / Healthcare
Chemical / Energy
Public Sector
Financial Services
National Merit Scholarship Corporation
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Technology
CAI’s ERP Solutions Practice
Typical / Initial Support Engagement Scope
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Service Desk (Level 2/3 Support)
Incidents (Break / Fix)
Enhancements under ‘x’ hours
Data Loads – Master / Transactional
Mass Changes of Data
Technical & Interface Support
Unit / Systems Testing
Performance Metrics
On-Call Support / Implementation Check-Out
Supplemental ERP Services
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Strategic Consulting / Planning
Enhancements over ‘x’ hours, Projects, Upgrades
Service Desk (Dedicated Level 1 Service Desk)
Quality Assurance & Testing
Infrastructure Design, Implementation, and Management
Staff Augmentation (Hard to find skills for long or short term
assignments)
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Typical Support Organizational Model
Sr. CAI Leader
Client CIO
CAI Practice Leader
Client ERP Leader
Client IT Leader(s)
CAI Delivery Leader
•CAI Functional Teams – Sales, Finance, Purchasing, HR, etc.
- All teams have a hands-on Team leader
- All teams do Analysis and Development
•CAI Analytics – Data Warehouse Solutions
•CAI Technical Support – Interfaces, Workflow, Archiving
•CAI QA / Testing
•CAI Legacy System Support
•CAI Service Desk – Level 2/3 Call Support / Ticketing
* If ERP modules are used for these functions they
can be absorbed into the CAI Support team.
•Strategy / Business Optimization
•Program Office / Portfolio Management
•Enterprise Architecture
•New ERP Features / Major Development
•Non-ERP systems – Marketing, Engineering, etc.*
•Service Desk – Level 1 Call Support / Ticketing
•Security / Risk Management
•Network / Voice / Data Center **
** If these functions want to be outsourced, CAI
can leverage partners for this service.
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Next Steps
• Schedule “Feasibility Discussion”
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Overview of CAI Transition Process
Discussion of KPI’s for Engagement
Performance Guarantee Discussion
Scope Potential/Selection
Assessment Process/Responsibilities
Identify Value Statement to Client
• 10am – 3pm (Working Lunch)
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