What are the key results?
Adapting to organizational change: With 437 change requests, the bank's new requirements were met within SAP, and personnel data was kept up to date within the system.
Employee self-service: SAP Fiori self-service applications were rolled out from 2023; employees can now carry out some HR transactions directly.
Uninterrupted continuity: Support continued in every year of the 2018–2026 period; knowledge of the bank's HR system was retained within one team.
What was the starting point?
In banking, personnel data is the foundation not only of HR but also of audit and reporting processes. The bank needed a lasting support model that would keep data current as the organization changed.
What approach was taken?
More than half of the requests related to personnel management and a quarter to payroll. The request mix shows that the support was oriented more toward system development than toward fixing incidents.
Where does it stand today?
Personnel and payroll processes, together with employee self-service, run on an up-to-date SAP structure. In 2025, the number of requests exceeded twice that of the previous year, indicating a growing need for development.
Assessment
In regulated industries, updating the HR system at the same pace as organizational change is decisive for data accuracy and auditability.
Frequently Asked Questions
Which HR processes does the support cover?
Personnel management, payroll, organizational management, time management and employee self-service (SAP Fiori) applications.
How long has the support relationship been in place?
According to records, since at least 2018; support was provided in each of the nine years.
What kind of requests are most common?
More than half are change requests that adapt the system to the bank's requirements.