BancTec immediately achieved its cost reduction goals with Spinnaker Support, receiving 60% hard cost savings from what they had been spending on their annual fees to SAP. As part of the overall Exela consolidation plans, these savings were applied to help increase shareholder value. BancTec plans to stay with Spinnaker Support for its ECC6 support needs for the foreseeable future.
BancTec has been highly impressed with Spinnaker Support’s responsiveness and the overall service. “We know if we’re having an issue, someone will respond within 30 minutes. If it’s a high priority, we immediately talk with someone through email, a phone conversation, or a screen share,” said McBroom. “With SAP’s support, we never spoke with anyone. Most issues you had to figure out yourself. Now, with Spinnaker Support, it’s 3-4 times better than SAP was. We talk to a real person and have a real resolution. It’s like you found the switch to the light in a dark room.”
The internal BancTec SAP team now has the 24/7 support they need to maintain the smooth operations of their global ECC system and SAP applications. Since assuming support responsibility, Spinnaker Support has resolved a wide variety of reporting, error, and workflow tickets for BancTec and assisted with unexpected connection issues during a recent BPC upgrade. BancTec is currently running a project to move all hardware from a Dallas, Texas center to new hardware in Troy, Michigan. This includes two recalculation servers to help send out process reports from BW, and Spinnaker Support is assisting with the configuration settings.
In 2018, early in the relationship, BancTec was also able to take advantage of one Spinnaker Support’s other SAP services, project consulting. BancTec enlisted Spinnaker Support to help move their SAP ecosystem and BW from a physical server to a virtual server. “Spinnaker Support layered it into the work they were already doing for us, and we completed the project in 2-3 weeks,” said McBroom. “Despite a few long nights, which is normal, it worked out well, and we felt as if the Spinnaker Support team was right here with us the whole time.”
To continuously improve on the working relationship with BancTec, Spinnaker Support regularly elicits feedback from users of the services. One BancTec employee recently responded, “Support for SAP ECC is great overall. As long as I have a say in things, we will continue to enjoy working with Spinnaker Support.”