CASE STUDY

Supplier Collaboration and Process Efficiency:
ServiceNow CSM Case Management
& SAP Integration

BGTS partnered with a global automotive component manufacturer to implement a ServiceNow Customer Service Management (CSM) solution.

The system enables suppliers to track invoice and payment information drawn from SAP ECC, improving communication, transparency, and collaboration between business units and suppliers.

ServiceNow
Automotive

Project Highlights

Scope

Comprehensive support environment on ServiceNow, connecting external users, internal teams, and SAP systems under one secure structure.

  • Access Control: Role-based entry for suppliers
  • Multilingual Readiness: Designed for global operations
  • Invoice Management: Synchronised with SAP ECC
  • Case & Request Handling: Centralised system for managing inquiries and requests
  • SLAs & Alerts: Defined targets and proactive updates
  • Reporting: KPI and performance dashboards
  • Feedback Loop: Continuous improvement via surveys
  • Integration Layer: Seamless exchange between systems
  • Data Protection: Strong alignment with enterprise governance

Challenges Overcome

The project addressed multiple operational and technical pain points that had been limiting efficiency and transparency.

Fragmented Data Sources: Disparate SAP databases were unified and pushed into ServiceNow CSM, enabling a single, consistent view of supplier information.

Manual Effort: Manual operational tasks were reduced through a unified system that streamlined case and request management.

Slow Response Times: Unified data and centralised case handling enabled faster and more consistent issue resolution.

Limited Visibility: Integration of ServiceNow CSM and SAP data enabled real-time insights and unified dashboards, supporting better business processes.

Scalability Constraints: Rigid legacy setup—modernised with an architecture ready for future growth.

The Client

A global Tier-1 automotive supplier that;

  • Operates in over 40 countries, serving leading OEMs worldwide.
  • Manages a complex supply chain requiring seamless coordination with thousands of vendors.
  • Invests in digital platforms to improve collaboration, efficiency, and compliance.

Expected Business Impact

Within a year after project completion, the solution is expected to enhance supplier support by making it more secure, transparent, and efficient, leading to measurable improvements across key performance areas.

Faster Case Resolution

Reduction in Manual Effort

Higher Supplier Satisfaction

Improvement in Transparency

The Problem

The client needed a solution to:

  • Provide self-service access for suppliers to view invoices and payments
  • Replace fragmented email and spreadsheet communication
  • Exchange financial information with SAP ECC without exposing internal systems
  • Reduce manual work in handling payment issues and enquiries

The Solution

Supplier Access Portal: Role-based entry point for tracking payment and invoice status

Streamlined Interface: Intuitive multilingual design for quick adoption

Case Management: Automated ticket creation, routing, and closure

SAP Connectivity: Seamless integration enabling automated push of data from SAP ECC to ServiceNow

Joint Implementation: Delivered in close collaboration with the client’s IT and process teams

Governance Framework: Designed in accordance with corporate and regulatory standards

Solution Architecture & Tech Stack

Platform & Modules

  • ServiceNow Customer Service Management
  • ServiceNow Supplier Portal
  • ServiceNow Reporting & Dashboards
  • SLA Management & Notifications

User Experience

  • Multi-language support (ServiceNow-supported languages)
  • Surveys for supplier feedback
  • Role-based access & simplified portal design

Integration

  • SAP ECC for invoice and payment data
  • SAP EDI for structured data exchange
  • Seeburger for external system connectivity
  • ABAP development for data extraction
  • JSON over HTTPS (REST API integration)

Security & Compliance

  • Role-based access control (RBAC)
  • Multi-factor authentication (MFA)
  • Data encryption (TLS 1.2+)
  • Compliance with corporate standards and audit policies

Team Composition

BGTS Team

1 Solution Architect

1 Lead Consultant

2 Technical Consultants

1 Test Specialist

2 SAP Specialists

Client's Team

1 Project Manager

2 Product Owners

1 Test Specialist

The Outcome

The new solution redefined the supplier support experience, fostering faster communication, transparency, and operational control.

Reliable Connectivity: Stable link between ServiceNow and SAP environments

Accelerated Resolution: Unified view of data enabled faster issue resolution

Improved User Experience: Unified multilingual environment simplifying engagement

Higher Productivity: Less manual intervention across finance and operations

Clear Oversight: Dashboards and analytics offering real-time insight

Stronger Governance: Consistent alignment with internal and external policies