SAP Customer Center of Expertise Launches New Era

Sixty executives from a leading international insurance organization serving commercial, institutional, and individual customers in more than 130 countries gathered at the New York Marriott Downtown for a 2-day Design Forum.

In collaboration with our strategic partner, IBM Global Business Services, The Difference designed and facilitated an interactive session to enable a broad spectrum of stakeholders from corporate and three primary business units to efficiently reach a common view regarding how the enterprise SAP Customer Center of Expertise (CCoE) will operate.

Executive Director Tom Kehner from The Difference worked closely with IBM GBS during the lead-up to the Forum to design interactive exercises focused on Enterprise Architecture, Program & Release Management, Sustaining Operations, and Security & Regulatory functions. To enable the launch of the CCoE, teams developed detailed definitions and work plans around Corporate/BU Service Level Agreements, Demand & Capacity Management, Governance & Escalation, Roles & Responsibilities, and Business/IT Alignment.

In closing the Forum, the team committed to building, implementing, and operating a CCoE as a singular global standard providing transparency, standardization, process simplification, cost efficiency, and shared services to meet current and future objective of the company.