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Faster, smarter application support for a complex hybrid IT landscape

casecover Terumo
Terumo Europe

Driving efficiency in complex IT

Terumo’s AMS (Application Management Services) team supports a complex IT environment with multiple systems and integrations. To maintain high performance and operational efficiency, the team focused on improving support responsiveness and error visibility. Alongside this, Terumo also aimed to expand its SAP Concur Expense integration for the EMEA and Americas regions, using a robust, API-based architecture powered by SAP Integration Suite (CPI).

Challenges

  • Complex and hybrid IT landscape with multiple interconnected systems

  • Persistent connectivity issues impacting business continuity

  • Manual effort required for resolving custom task actions in support flows

  • Lack of a centralized view for operational errors and tasks

  • Complex API-based integration needed for SAP Concur

  • Regional customization for EMEA required tailored design and testing

Solution benefits

  • Centralized error monitoring with a custom dashboard

  • Faster issue resolution through streamlined task and support handling

  • Scalable, secure API-based integration architecture

  • Seamless data replication from SAP SuccessFactors to SAP Concur

  • Low maintenance effort with reusable components and automation

  • Flexibility to support regional business requirements and future expansion

About the solution

To support Terumo’s hybrid environment, Amista developed a custom AMS support setup to manage complex integrations efficiently. We implemented a centralized dashboard to visualize daily errors and streamline issue resolution. Support tasks were enhanced with custom actions, improving operational control and responsiveness.

In parallel, our consultants integrated SAP Concur’s Expense module using SAP Integration Suite (CPI). The API-based setup enabled seamless data flows between SAP SuccessFactors and Concur, with custom replication of employee and organizational data tailored to EMEA requirements.

Screenshot Terumo

Results

  • 300+ integration flows managed by a 2-person team

  • Daily errors tracked via a custom dashboard

  • Streamlined support operations with improved performance

  • Support response time reduced to under 4 hours

  • Concur Expense integration live for EMEA

  • Customized integration approach supports complex business cases

Connect with your specialist in SAP Business Technology Platform

Michiel Neefs consultant bij Amista

Michiel Neefs

Technology & Integration Division Director

Customer

Terumo Europe

Location

Leuven, Belgium

Technology used

SAP Business Technology Platform, SAP Integration Suite

About our client

Terumo Europe contributes to society by providing valued products and services in the healthcare market and by responding to the needs of patients and healthcare professionals. Terumo Europe is a core player in the EMEA healthcare market by providing best-in-class quality products and services.