Project Description

The client is a leading foodservice operator focused on travelers, operating restaurants and eateries in airports, travel plazas, and other locations mostly in North America. They serve air travelers at more than 100 airports and feeds motorists at some 100 rest areas and travel plazas along many of the major turnpikes and thruways in the US and Canada.

The Challenge

As an SAP BusinessObjects customer, the client creates and distributes critical daily reports to each of their field locations. These vital reports dictate key inventory and staffing needs, and are an integral component of their daily business functions. If these reports are not rendered on-time or if they display inaccurate data, the client is immediately faced with sub-par customer service and an abrupt revenue decline at the affected location(s). Though the client is a large enterprise, they lacked the resources and expertise needed to administer and monitor these daily BusinessObjects reports. Additionally, they were not set up internally with the ability to monitor the BusinessObjects environment on a 24×7 basis.

The client decided to turn to Chateaux for their BusinessObjects Remote Administration (BORA) services, which simply stated offers the ideal solution to all of the aforementioned items and much more.

First, Chateaux mobilized and assigned a dynamic team of consultants to the client. Several of the members had worked on previous projects for the client affording a strong advantage point. Each member was then educated on the client’s environment, after which, they began to execute the implementation of BORA. Key steps in this process included:

 

  1. Scheduling an introduction meeting with the client to meet the team
  2. Establishing remote connectivity
  3. Identifying the top reports that are critical to day-to-day operations
  4. Defining the support escalation process
  5. Reviewing the client’s security standards
  6. Performing a complete BusinessObjects environment audit
  7. Implementing any immediate recommended modifications from the audit
  8. Beginning BORA monitoring service

From this point forward, the Chateaux team has been available on a 24×7 basis to proactively monitor and manage their BusinessObjects environment. Through Chateaux’s helpdesk enabled portal, the client can log and manage support tickets, or review the knowledgebase for answers on the fly. The client is also provided with a Remote Services 24-hour hotline for more immediate service if necessary. Once the ticket is logged or the call is received, Chateaux is able to address the issues by connecting to their network at a moment’s notice.

In addition to the standard administration monitoring services, Chateaux offers other proactive services, ensuring a smooth path to the future by monitoring server capacities and capabilities, conducting scheduled maintenance, installing patches, etc…

Since Chateaux had a prior relationship with the client and understood their technology, the transfer of knowledge was minimal, and the transition seamless. Chateaux was also successful due to a depth of knowledge in the supply-chain and related industries, giving them the ability to lend guidance to the client where needed.

Chateaux’s BusinessObjects Remote Services has enabled the client to build a stable and reliable BusinessObjects environment, which now supports hundreds of airport eateries and rest areas across the country. This has led to a sizable decrease in their critical reporting issues and a measured increase in customer satisfaction, ultimately leading to stronger revenues and other cost savings. This unique service has also allowed the client to off-load much of the BusinessObjects work from their internal IT resources, allowing them to focus on other business critical issues. The client is now entering their third year of employing Chateaux as their BusinessObjects Remote Administration provider.

“Chateaux has added a key layer of support that has greatly enhanced our competitive edge and afforded us a true currency in BI,” said one IT leader at the client.

Chateaux has added a key layer of support that has greatly enhanced our competitive edge and afforded us a true currency in BI.
IT Leader at Client