SONDA IT Outsourcing supports CDR as it faces explosive growth and internationalization
Client: Central de Restaurantes Industry: Utilities Solution: Aplicaciones de negocio. FIN700 REM700. Correo
Central de Restaurantes – Aramark Ltda. (CDR) is a leading employer in Chile (17,000 employees), along side Codelco and D&S. This is our largest customer for FIN700.
The goal of CDR was to expand throughout all Latin America, and to meet this challenge they selected SONDA as their corporate technical partner. SONDA is a solid and broad IT company with subsidiaries across the region, all of which provide tremendous support to CDR's expansion plans. The excellent experience that both companies have enjoyed so far in this complex IT Outsourcing macro-project promise successful short and long term prospects for both companies.
The integrated Outsourcing decision
IT at CDR was a traditional internal service until 1997, with services that provided poor coverage and that were not aligned with business strategy. These services were overwhelmed by the quantity and complexity of user requirements. A technical approach was adopted to address IT requirements, without taking account of the strategic objectives of the business. The company's decision to select integrated IT Outsourcing sought a solution that was aligned with its strategic requirements, that would reduce IT processing costs, improve competitiveness, and optimize investments in software development. Furthermore, the company acquired a standard ERP solution.
This avoided dedicating resources to supporting complex and rapidly developing technologies that required constant focus and skilled professionals to keep them up to date and well managed. The company did not want to concern itself with developing and managing computer systems. On assigning these responsibilities to specialists, the company could focus its efforts on what it does best, which is providing canteen, cleaning, security, and integrated industrial maintenance services.
"Whilst the CDR group was being transformed into a multi-service company, we integrated all the companies within the group, whilst maintaining IT and operational continuity and minimizing the impact of these processes," said Mario Moya, SONDA Project Manager at CDR
Implementation Outsourcing at CDR
Once a decision had been taken to implement Outsourcing, the alternative suppliers were evaluated during the first few months, the contract was awarded and a transition plan drawn up to phase out internal IT services and achieve total dependence on SONDA Outsourcing. At that stage, the most important challenge was to maintain operational continuity and transfer IT staff at CDR across to SONDA, to maintain an understanding of their business IT responsibilities, whilst minimizing any potential adverse impacts on users, who were accustomed to routine support and customization.
The existing systems had been tailored to meet users requirements, and these were replaced by standard solutions provided by SONDA (for example, the ERP FIN 700 and REM 700). These new systems required user training, which required an understanding of new processes based on industry best practice.
A principal project challenge was to migrate hardware platforms in a balanced manner, as more capable networks and servers were required to operate the new systems. An essential task to secure the success of an Outsourcing project of this magnitude was to balance the requirements of hardware, software and training, whilst minimizing the impact on operational continuity for the company.
Claudio Sala is Deputy IT Manager at Central de Restaurantes - Aramark Ltda., and he remarked that during the years that Outsourcing was being implemented by SONDA, the company's management was able to focus on its core business. "The support from this Outsourcing service eliminated the requirements to provide costly retraining to keep IT professionals up to date, and to maintain highly specialized IT positions in the organizational structure. These issues are managed by a Supervisor who is a counterpart to SONDA in handling these responsibilities," he added.
However, the biggest advantage of these service was experienced when the company grew rapidly both in terms of businesses as in number of employees, which grew from 3,500 to 17,000 in a few months. The challenge of sustaining stable and reliable computer services at all levels of the company whilst facing such a rate of growth over such a short period was achieved, with an excellent cost/benefit ratio, which in general terms meant an IT cost increase of only 10%.
- We provide IT services to a company of 17,000 employees.
- We ensure an excellent cost/benefit relationship.
- We ensure operational continuity.
"The support from this Outsourcing service eliminated the requirements to provide costly retraining to keep IT professionals up to date, and to maintain highly specialized IT positions in the organizational structure. These issues are managed by a Supervisor who is a counterpart to SONDA in handling these responsibilities".
Claudio Sala, Deputy IT Manager at Central de Restaurantes - Aramark Ltda.