www.pwc.de

SAP Global Services (GTS) process and application services/ helpdesk

Problem-solving, new requirements, and outsourcing of business processes in the area of customs and foreign trade using SAP GTS

We offer to take over certain SAP GTS processes for you. Our team is on hand to provide solutions and answers to your staff. Application management services (AMS) helpdesk Efficient and comprehensive user support

We provide you with expert support for the Examples for the range of AMS helpdesk functions SAP GTS application. Your questions and (our specialists draw on their experience from processing thousands of tickets) problems can be logged and the current status • Answers to user questions and support with unclear checked via a web-based connection (ticket processes ). You will be kept up to date with changes • Online ticket entry and updates to tickets via e mail. For this service, • Updates to tickets are sent to participants via E-mail. a monthly basis fee applies. The logged tickets are • General user problems with SAP GTS, e.g.: invoiced based on the required processing time – Export declaration not issued – Programme termination and their level of priority. A fixed service level is – Error messages in document processing agreed upon according to the latter, which – Problems with the entry of long-term vendor guarantees ticket processing within a defined declarations (LTVD) timeframe. – Document transfer errors – Missing preference despite LTVD – Missing partner mapping, technically incomplete document – Job terminations within GTS production system • Fixed service levels for all tickets according to level of priority • Emergency telephone number in case of system failure, unavailability of the ticket system and other emergencies

Tab. 1 Service levels Priority low medium high very high Acceptance time 2 hours 2 hours 1 hour 30 minutes Transfer time Next working day 6 hours 2 hours 1 hour Escalation time One working day Next working day 6 hours 4 hours Resolution time Answer SAP plus 2 hours Answer SAP plus 2 hours Answer SAP plus 1 hour Answer SAP plus 30 minutes Business process outsourcing (BPO)

Relieving internal resources through outsourcing of business processes Outsourcing is no longer a fad but a way to reduce by transferring certain business processes to a third party. In light of increasing pressure from competitors, more companies are looking for possible ways to separate skills-intensive areas from their core business. Through standardisation of a company’s core processes, optimisation with a reduced error ratio can be achieved. By handing over the management of regular, often cumbersome, customs and foreign trade processes, you can focus on your core business. This enables you to enhance the effectiveness and efficiency of your company without additional operative load. Our specialists have been success­ fully providing BPO services to our clients since 2006.

Advantages at a glance • Less costs: sustainable reduction of internal process costs and IT effort • More profitability: full cost control for clearly defined services and improvement of process quality • Location independent service quality: professional processing on a high level within worldwide unique quality standards • Power saving innovation promotion: Release of internal resources

Examples for the scope of functions • Processing and maintenance of regularly processes in the area of customs and foreign trade. • Import and processing of provider lists (i.e. Bundesanzeigers, sanctioned party lists, preference lists and so on. • Monitoring and maintenance of legal requirements. • Export control: check and actualise of legal control destination country • Check error protocols of incoming IDOCs from customs authorities • Update of code lists • Check partner roles against actualised sanctioned party lists Contacts

Jochen Schmidt Partner Customs & Excise Tel: +49 40 6378-1390 Mobile: +49 170 4575121 [email protected]

Thomas Menzfeld Thorsten Peter Gaartz Senior Manager Manager Tel: +49 40 6378-1633 Tel: +49 40 6378-1763 Mobile: +49 151 50825858 Mobile: +49 162 2149907 [email protected] [email protected]

About us Our clients face diverse challenges, strive to put new ideas into practice and seek expert advice. They turn to us for comprehensive support and practical solutions that deliver maximum value. Whether for a global player, a family business or a public institution, we leverage all of our assets: experience, industry knowledge, high standards of quality, commitment to innovation and the resources of our expert network in 157 countries. Building a trusting and relationship with our clients is particularly important to us – the better we know and understand our clients’ needs, the more effectively we can support them.

PwC. 9,800 dedicated people at 29 locations. €1.65 billion in turnover. The leading auditing and consulting firm in Germany.

PricewaterhouseCoopers Aktiengesellschaft Wirtschaftsprüfungsgesellschaft adheres to the PwC-Ethikgrundsätze/PwC Code of Conduct (available in German at www.pwc.de/de/ethikcode) and to the Ten Principles of the UN Global Compact (available in German and English at www.globalcompact.de).

Foto: iStockphoto/laflor

© August 2016 PricewaterhouseCoopers Aktiengesellschaft Wirtschaftsprüfungsgesellschaft. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers Aktiengesellschaft Wirtschaftsprüfungsgesellschaft, which is a member firm of PricewaterhouseCoopers International Limited (PwCIL). Each member firm of PwCIL is a separate and independent legal entity. www.pwc.de