Strategic Goal

To improve efficiency in entitlement management and support scalable, customer-centric service operations.

Challenges

  • A large and inconsistent list of entitlement models across customers with no unified strategy for maintenance.

  • Tight coupling between entitlement processes and billing logic limited flexibility and degraded the customer experience.

  • Entitlement lifecycle was bound to the subscription contract lifecycle, restricting independent control.

  • Custom ERP-based implementation was not scalable or sustainable.

  • Lack of a clear structure for tracking historical entitlements while remaining adaptable to new offers.

  • No standardised approach to designing or updating entitlements.

Solution

  • To resolve the complexity in entitlement management, the company partnered with CLARITY and redesigned its entitlement operations from the ground up, using SAP Entitlement Management (EMS) as the foundation:
  • SAP Entitlement Management: EMS was configured to support flexible entitlement rules independent of billing systems, enabling the organisation to redesign how entitlements were created, assigned, and modified. Historical entitlement data was migrated, and standard EMS capabilities were used to replace custom ERP logic.

    The implementation enabled separate lifecycle handling for entitlements and subscription contracts, aligning operations with modern subscription models and allowing the entitlement team to maintain, adapt, and extend offers without technical dependency on the billing system.

Results

  • Unified Entitlement Model: The harmonisation of entitlement types simplified maintenance and reduced errors.

  • Decoupled Processes: Billing and entitlement management were separated, enabling faster updates and independent lifecycle control.

  • Operational Flexibility: The entitlement operations team could now manage changes without relying on contract updates.

  • Standardisation: Use of EMS standard functionality ensured scalability and future readiness.

  • Design Agility: Increased maturity of entitlement operations opened new possibilities for designing and launching future offerings.