MOTUL - Effective Digital Transformation with AMS Services from CMC Consulting

MOTUL

About the project

Motul APAC, a subsidiary of the global French lubricant manufacturers, develops and distributes lubricants and other specialized products for engines (motorcycles, cars and other vehicles) and for industry. Motul APAC operates across multiple countries in the Asia-Pacific region. With a growing presence in markets such as China, Singapore, Japan, Vietnam, and Thailand, Motul required a reliable SAP partner capable of delivering consistent, high-quality application management services (AMS) at a competitive cost.

Solution

SAP Application Managed Services

Challenges

The key challenge was to identify a partner that could ensure regional support coverage while maintaining strict compliance with performance standards - specifically, 100% adherence to Service Level Agreements (SLA).
In addition, Motul expected not only cost efficiency but also sustained support from 2022 onwards, to ensure smooth business operations across its diverse markets.

Solutions

To address these needs, CMC delivered a tailored SAP AMS solution designed to align with Motul’s operational and regional requirements. A multilingual support team was deployed to ensure effective communication and timely issue resolution across all business units. Services included Level 1 support for key users in core modules (FI, CO, PP, QM, BASIS, ABAP), incident troubleshooting, system monitoring, Q&A support, minor enhancements, and configuration changes.
CMC also managed SLA tracking via ServiceNow, prepared functional specifications, implemented approved changes, conducted key user training, and supported user testing, UAT, and hypercare. Standardized procedures were applied to guarantee SLA compliance, while knowledge-sharing sessions enhanced system understanding. The SAP environment was kept consistently up to date with the latest patches and releases, ensuring long-term stability and performance.

Benefits

CMC Consulting has successfully resolved 100% of support tickets within SLA, with an average of 63 tickets handled per month—significantly boosting operational productivity.

The workload of Motul’s internal SAP core team was reduced by approximately 70%, allowing internal resources to focus on strategic activities. The system remained consistently aligned with SAP’s latest standards, improving stability and minimizing risk.

Additionally, users became more confident and effective in system usage thanks to the improved knowledge transfer and hands-on support provided by CMC Consulting.