The clientLavazza, founded in Turin in 1895, is an Italian coffee company owned by the family of the same name for four generations. Among the world's leading roasters, the Group is now present in more than 90 countries through subsidiaries and distributors, exporting more than 63% of its production. Lavazza employs a total of about 3,000 people, with a turnover of 2 billion euros in 2017. Lavazza invented, precisely at its origins, the concept of blend, that is the art of combining different types and geographical origins of coffee, a characteristic that still distinguishes most of its products today.The company, among the top 100 brands in the world by reputation according to the Reputation Institute, also has more than 25 years of tradition in the manufacturing and marketing of systems and products for portioned coffee, establishing itself as the first Italian reality to work on express capsule systems.Lavazza is present in all businesses: at home, away from home and in the office, always aiming for constant innovation. To date Lavazza boasts a brand known all over the world.It has grown thanks to important partnerships which are perfectly consistent with the brand's internationalization strategy: like those, in the world of sport, with the tennis tournaments of the Grand Slam and - in the field of Art and Culture - with prestigious museums such as the Guggenheim in New York in the USA and the Hermitage of St. Petersburg in Russia.The Lavazza Group includes the French companies Carte Noire and ESP, the Danish company Merrild, the Canadian company Kicking Horse Coffee, the Italian company Nims and from 2018 the Australian Blue Pod Coffee Co. Download the case history PDFDownload PDF Websitewww.lavazza.it Commodities SectorIndustry Number of employeesabout 3,000 Turnover2 Billion euros (2017) Case history dataLavazza is a company that adopted the SAP platform to manage all its administrative and production processes. As part of the development and maintenance of the information system, Service Management is the service that takes charge of all customer support requests at world wide level. The significant flow of requests, a growing phenomenon resulting from the recent acquisition of foreign companies, compelled Lavazza to entrust an external partner with the day-to-day management of this service, in order to give the internal staff the time to dedicate to new design activities to modernize processes and face new challenges. Solutions adoptedLavazza chose Betacom for Application Management after testing its skills and entrusted its management by measuring its performance with precise levels of service. Betacom analyzed requests for change and user support from all countries and resolved them directly or directed them to other specific application sectors. The Betacom team dedicated to Lavazza is currently based on a dozen module expert Business Analysts and, if necessary, they can integrate one or more Senior Developers from Betacom's ABAP Factory for software interventions. Products usedThe main SAP application modules of the Lavazza information system that Betacom oversees are:FI - Administration CO - Management Control SD- Logistics MM - Purchasing and warehouse management BW - Business Intelligence. Benefits obtainedSavings in personnel management Cost savings (equipment, energy, electricity, etc.) Optimization Summary By outsourcing this service Lavazza is certain to achieve the expected results and with planned costs. QuoteGiven the results of the previous two years 2015-2017, we decided to entrust Betacom with the management of the service through a remote service contract, based on SLA and at the same time expanding the operating perimeter. Betacom has proven to employ trained and responsible functional analysts to cope with an ever-increasing volume of requests for intervention. Future developmentsThanks to the organization of the service adopted, Betacom will be able to cope with expansion of the application perimeter and an intensification of the volumes of requests for intervention, resulting from the acquisition of new companies and the entry in new countries.