Our SAP AMS service helped PC Factory maximize the value of its SAP platform. Here’s how.
Bringing Technology to Everyone: PC Factory
Founded in 1996, PC Factory is a Chilean company that has established itself as the country’s largest computer retail chain, with over 35 stores in Chile and four in Peru. Initially focused on desktop computers, the company has expanded its product offering to include the widest range of technology brands and products in the market, catering to both individuals and small to medium-sized businesses.
In addition to computing products, PC Factory offers solutions in telephony, printing, photography, audio, security, smart home technology, and entertainment including gaming, consoles, and televisions. Its innovative, customer-centered service model features in-store expert advisors, real-time inventory, and immediate in-store pickup.
Its mission is “Bringing Technology Closer to Everyone”, guided by its core values of Integrity, Approachability, Passion for Excellence, Collaboration, and Uniqueness. These pillars have enabled the company to continue growing and remain competitive, even during challenging years for the retail sector.
The Challenges of Growing and Remaining a Market Leader
One of the main challenges in the retail sector is having timely and accurate information on sales and inventory.
Thanks to its success, PC Factory has faced significant challenges in optimizing its internal processes. The company needs to manage a large volume of daily operations and produce financial and administrative reports quickly and securely to enable real-time decision-making. The integration of SAP has been key to reducing operational risks, meeting audit requirements, and ensuring transparency in information management.
To manage its administrative processes and support its rapid growth, the company implemented SAP S/4HANA nearly three years ago. As its presence and operational complexity have expanded, so too has the need for specialized support to ensure continuity, reliability, and efficiency in managing its SAP system.
Having a strategic partner who understands the unique challenges of a technology-focused retailer and can deliver agile support is critical to PC Factory’s success.
“Our company has progressively sought to incorporate best practices in the use of the SAP system. And since this year has brought many challenges, having a partner that could provide strong technical support and maintenance services became essential to face them,” Marisela Cesin, SAP Project Lead, PC Factory
Choosing Novis as a Strategic Partner
Following a thorough evaluation in early 2024, PC Factory selected Novis as its provider of SAP AMS (Application Management Services).
The decision was influenced by Novis’s broad portfolio of services and the confidence in its ability to deliver strong support for PC Factory’s SAP solutions.
Novis delivers its SAP AMS service through a team of specialized consultants, led by a Key Account Manager (KAM) from the Customer Service Management department. This entire team worked closely with Marisela Cesin.
“Choosing Novis as our SAP AMS service provider was the result of an evaluation we carried out at the beginning of 2024. Since March, I’ve had the opportunity to work hand in hand with an excellent team of consultants led by our KAM and the Customer Service Manager. We are very satisfied, as the entire team works exceptionally well,” Marisela Cesin, SAP Project Lead, PC Factory
Optimizing the Use of SAP S/4HANA
PC Factory uses SAP S/4HANA to manage its administrative processes, with users ranging from administrative staff to management. While its sales processes are handled through a proprietary application, SAP plays a crucial role in financial and administrative management.
One of the main challenges is handling the high volume of operations and streamlining processes to obtain information that is fast, reliable, and secure.
The Value of Working with Novis
Novis stands out for delivering a personalized and efficient service. Marisela highlights her excellent experience with both her Key Account Manager and the team of consultants:
“I divide the service into two parts. First, our KAM, who guides me and responds very quickly—she’s a very approachable person. Second, the direct interaction with the consultants has been excellent. They demonstrate solid knowledge, maintain a respectful and friendly approach, and bring ideas to the table so we can work together. I don’t feel like I’m just receiving a service; it feels like we’re part of the same team.”
Novis’s support platform has proven to be user-friendly and efficient, enabling PC Factory to effectively manage incidents and change requests (RDC) with quick response times and well-suited solutions.
Results and Benefits Achieved
The implementation of Novis’s SAP AMS support has brought multiple benefits to PC Factory, including:
1. Agility in handling incidents and custom developments: SAP incidents are resolved within the same day, and requests for corrective or enhancement developments are managed quickly and efficiently, enabling PC Factory to maintain uninterrupted operations.
2. Confidence in delivery times and fulfillment of commitments: Accurate delivery timelines have been key to building a relationship of trust between both companies, providing PC Factory with the stability it needs to manage its finance and materials areas.
3. Close collaboration and smooth communication with expert consultants: Ongoing, personalized interaction with Novis consultants allows PC Factory to address the challenges of a complex SAP environment with the support of professionals who understand its specific needs and deliver tailored solutions.
Advice for Other Companies
Marisela shares a valuable recommendation for those seeking SAP AMS services: “It’s important to research and evaluate thoroughly. Don’t just look at the number of clients or an attractive website. Make close contacts to verify whether they actually deliver on what they promise. If your processes depend on it, you must be cautious about who you choose as a partner. SAP is a powerful and complex tool.”
Looking Ahead
PC Factory remains focused on staying competitive and maintaining its market leadership by delivering quality services and strengthening customer trust.
“We want to continue delivering quality services—ensuring our customers feel supported and accompanied. It’s not just about walking into a store and making a purchase; it’s also about closeness. Our sales team continues to prepare so that this trust endures. PC Factory will be there to support, guide, and strive to offer quality products with a guarantee,” concludes Marisela Cesin.
With Novis’s support, PC Factory is ready to face future challenges, optimize its processes, and continue bringing technology closer to everyone.
Williams Silvia – IT Development Deputy Manager, Daniel Hasan – Corporate IT Manager – Marisela Cesin, SAP Lead
Do you want to optimize your SAP processes like PC Factory?
At Novis, we are committed to delivering solutions tailored to your needs, with a team of experts ready to guide you every step of the way. Contact us to discover how we can help your company achieve operational excellence.
Written by Gilda Valderrama, Novis Bulletin Editor LinkedIn
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