Case study
Reliable SAP Support for a Growing Real Estate Business
A single support partner for day-to-day SAP issues, monitoring and small improvements, with service levels the business can rely on.
Overview: SAP support built around the business
This case study covers SAP AMS for real estate delivered by TechCarvings for a real estate developer in India. The developer runs finance, procurement, project costs and sales processes on SAP, and every delay in the system shows up as a delay in payments, approvals or customer commitments.
The business needed a partner that could keep SAP stable day to day, respond quickly when something broke, and keep improving the system as the business grew.
Operational challenges
Before the AMS engagement, SAP support depended on a few individuals and ad-hoc fixes.
- 1
Unpredictable response times. Issues were raised by phone and email, with no agreed priority or response commitment.
- 2
Repeat problems. The same errors came back because fixes addressed symptoms rather than causes.
- 3
Change requests piling up. Small improvements the business needed waited behind urgent fixes.
- 4
Limited visibility. Management had no regular view of ticket volumes, trends or system health.
- 5
Key-person risk. Knowledge of custom settings and developments sat with too few people.
The transformation: what the business wanted
Together we set clear goals for the support model.
The solution: SAP AMS for real estate with clear service levels
TechCarvings set up a structured AMS service covering incident management, monitoring, enhancements and reporting, run by a team that knows the client’s processes.
Service desk and priorities
One channel for all SAP issues, with priorities agreed with the business and response times committed by priority.
Functional and technical support
Consultants across finance, procurement, project and sales processes, backed by technical specialists.
Proactive monitoring
Regular checks on jobs, interfaces and system health to catch problems before users do.
Root-cause analysis
Recurring tickets reviewed and fixed at source, with the fix documented.
Enhancement backlog
Change requests estimated, prioritised with the business and delivered in planned releases.
Monthly service review
Ticket trends, service-level performance and improvement actions reviewed with management.
Technology used for this SAP AMS for real estate project
Learn more on SAP.com: SAP S/4HANA.
How we delivered
The engagement began with a structured knowledge transfer: documenting custom settings, developments and interfaces so support no longer depended on individuals.
Service levels, escalation paths and the reporting format were agreed with the business before go-live of the support model. Since then, the team has run monthly reviews and a rolling enhancement plan.
Business impact
The business now has predictable SAP support and a system that keeps improving.
Every issue is logged, prioritised and answered within agreed times.
Root-cause fixes stop the same problems returning month after month.
Enhancements move through a planned backlog instead of waiting indefinitely.
Monthly reviews show volumes, trends and actions in one place.
What’s next
With SAP AMS for real estate running smoothly, the focus is shifting from keeping the lights on to improving processes, including more automation and better reporting for project and sales teams.
Need dependable SAP support?
TechCarvings provides SAP AMS with clear service levels, proactive monitoring and continuous improvement.