Self-Healing IT: Automating resolution of IT issues, reducing downtime, and enhancing reliability.

Autonomous Operations: Streamlining workflows and processes for increased efficiency and productivity.

“The launch of the Inetum ServiceNow AI Centre of Excellence marks a pivotal moment in our journey towards digital excellence,” said Hemant Lamba, CEO of Inetum Solutions. “This, coupled with the valuable recognition as an ISG Rising Star, underscores the strong momentum in our ServiceNow practice. Our work here is directed towards developing AI solutions that can support the future of business operations and equip organizations with tools for the digital environment.”
“Inetum’s collaboration with ServiceNow is more than a partnership; it’s a convergence of visions to redefine the technology landscape,” said Marin Marinov, SVP ServiceNow Global Practice at Inetum. “Our Agentic AI offering is a testament to this shared vision, where we not only anticipate the needs of IT operations but proactively address them to ensure seamless and efficient service delivery.”

Inetum is a European leader in digital services. Inetum’s team of 27,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.4 billion euros in 2024. For more information: www.inetum.com

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The company received the “Rising Star” designation in the 2025 ISG Provider Lens ServiceNow Ecosystem Partners report for Europe, underscoring its growing expertise. Another pivotal development is the March 2025 inauguration of its Center of Excellence for ServiceNow Agentic AI. Inetum is among the initial ten partners chosen by ServiceNow for Agentic AI development, co-creating solutions like “CI Smart Recommendations,” an add-on that leverages ServiceNow’s GenAI applications to promote self-healing IT and autonomous operations.

While these achievements directly enhance ServiceNow’s capabilities, the underlying technological shifts and strategic focuses carry clear parallels and learning points for ERP professionals and the systems they manage.

Inetum’s advancements within the ServiceNow sphere are a significant marker for the direction of enterprise technology. For ERP sector professionals, these developments underscore the accelerating integration of intelligent, proactive, and increasingly autonomous capabilities. Adapting to and leveraging these changes will drive future innovation and efficiency in ERP-managed operations.

What This Means for ERP Insiders

Advanced AI integration is becoming standard for enterprise platforms. Inetum’s focused investment in Agentic AI for ServiceNow indicates a broader trend: sophisticated AI is transitioning from an auxiliary feature to an integral component of enterprise software. This suggests a future beyond current analytics or basic automation for ERP systems. The expectation will be that AI agents are capable of predictive analysis and proactive intervention in core processes such as inventory management, production scheduling, or financial reconciliation. ERP professionals should anticipate AI that identifies issues and recommends or even initiates solutions based on continuous learning. This necessitates strategically evaluating how AI can be embedded to redefine operational efficiency within ERP environments.

Self-healing and autonomous operations are extending to ERP domains. The concepts of self-healing IT and autonomous operations, central to Inetum’s new AI offering, directly apply to ERP functionalities. This could manifest as systems that autonomously detect and resolve discrepancies in period-end financial closing processes, flagging only critical exceptions for human review. Similarly, supply chain modules could gain the ability to autonomously adjust logistics based on real-time disruption data, learning from events to mitigate future risks. This evolution does not point to replacing ERP personnel, but to augmenting their roles, enabling a shift from reactive problem-solving to strategic oversight and process optimization.

Evolving partner ecosystems and the value of specialized AI solutions. The collaboration between Inetum and ServiceNow to develop targeted AI solutions like CI Smart Recommendations highlights the increasing importance of specialized expertise in the evolving technology ecosystem. While general AI tools provide a foundation, maximum value in the enterprise space, particularly for complex ERP systems, will be derived from AI solutions tailored to specific business functions and industry verticals. ERP professionals should, therefore, identify partners and solutions that combine AI proficiency with deep knowledge of their specific ERP platform and operational intricacies. As stated by Hemant Lamba, CEO of Inetum Solutions, their focus is on developing AI solutions that can support the future of business operations — a future that integrally involves ERP systems.

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According to Inetum, this restructuring will bring the company closer to its clients, better respond to regional nuances, and turbocharge the execution of its two core business lines: Inetum Solutions, led by Hemant Lamba, and Inetum Consulting, led by Emmanuelle Payan.

François Fleutiaux Appointed to Head EUROMED

The newly formed EUROMED hub significantly consolidates Inetum’s regional presence, bringing together France, Luxembourg, Belgium, Morocco, and Tunisia.

The region will be helmed by François Fleutiaux, who has joined Inetum and has experience in leadership roles at Orange Business France, T-Systems International, IBM, Unisys, and Fujitsu. Inetum indicated that his track record in driving growth and leading major transformations with a customer-centric approach signals a clear intent to energize this key region, which is home to many businesses reliant on robust SAP landscapes.

Inetum Expands Kathy Quashie’s Role

The “Growing Markets” hub, encompassing the United Kingdom, Ireland, Switzerland, and Eastern Europe, will be led by Kathy Quashie.

This expands Quashie’s role as CEO of Growing Markets for the Inetum Group. She was previously at the helm of Inetum’s UK and Ireland markets, and her expanded role underscores the company’s ambition in these territories that represent significant markets for SAP adoption and transformation.

Manuel Garcia Del Valle Carlos Roca to Continue Leading LATAM Ops

According to Inetum, the established Iberia-LATAM zone, already a model of regional synergy, will continue under the region’s current CEO, Manuel Garcia Del Valle Carlos Roca. This continuity highlights the success of the company’s integrated approach across Spain, Portugal, Mexico, Peru, Colombia, and Brazil.

All three regional leaders will report directly to Jacques Pommeraud, Chairman and CEO of the Inetum group, and will be integral members of the Group Executive Committee.

Building on a Successful Model

Commenting on the changes, Jacques Pommeraud, Chairman and CEO of Inetum, stated, “This simplification of our organization builds on the proven success of our Iberia-LATAM model, which has demonstrated how markets sharing cultural and economic ties can generate significant synergies.”

He added that grouping operations into these three strategic areas will create more powerful entities capable of accelerating innovation and optimizing Inetum’s presence across its markets.

What This Means for ERP Insiders

With this new structure, Inetum is seeking to enhance service delivery. ERP users should note that this structural change from a partner like Inetum aims to maximize its local footprint and promote the cross-pollination of best practices. These are vital elements when undertaking complex ERP projects or seeking ongoing support and innovation from partners like SAP, which already has a strong presence in these regions.

A renewed regional focus signals more substantial synergies. For ERP professionals, these changes at Inetum highlight a strategic intent to become more synergistic across all its locations, which can directly impact the quality and relevance of the services you receive. Expect tailored approaches that better understand the specific challenges and opportunities within each geographic market where your ERP system operates.

Greater potential for leveraging shared expertise. Inetum’s emphasis on strengthening regional synergies also suggests potentially strengthened shared resources across borders, which could translate into more efficient project delivery and innovative solutions. For example, the move could result in even more competitive service models for clients navigating the complexities of digital transformation with SAP S/4HANA, cloud migrations, or other ERP initiatives.

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Release date : Mon, 05/12/2025

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Leveraging Platform-Based Strategy

With an ambitious yet focused approach, Inetum is leveraging its platform-based strategy, deep client intimacy, and differentiated delivery model to create meaningful business outcomes across Europe and growing markets. Quashie emphasizes, “From public sector modernization to AI-enabled service innovation, Inetum is positioning itself as a scalable and trusted partner.

“Digital” is a term that’s lost much of its punch through overuse. For Inetum, however, digital transformation isn’t a nebulous aspiration — it’s a defined, data-driven strategy anchored in three principles: cloud-first, data-first, and AI-first.

“When we speak of transformation, it’s about harmonizing technology with business—not just implementing software,” explains Lamba. “We take a platform-centric view, integrating best-in-class solutions like ServiceNow, SAP, Salesforce and Microsoft, and across the value chain. That’s where real impact begins.”

This strategy emphasizes seamless integration—from customer acquisition and internal employee experience to backend supply chain and compliance. What sets Inetum apart is its dedication not only to the mid-market and public sector but also to verticalization. We develop industry-specific use cases in areas such as e-health, Industry 4.0, utilities, smart cities, retail, and telecom. This approach ensures that transformation initiatives are not only technical but intimately aligned with industry needs.

Embedding GenAI and Agentic AI

With GenAI and Agentic AI reshaping enterprise value propositions, Inetum has taken a decisive step toward embedding these technologies into its core offerings.

“Innovation is in our DNA,” says Lamba, who also oversees the group’s innovation labs. “We don’t just experiment with GenAI — we’ve built an internal GenAI Hub that is LLM-agnostic and designed to scale. From training to deployment, we help our clients be AI-ready, not just AI-curious.”

The company’s “AI readiness” model begins with robust data foundations, followed by cloud optimization and platform alignment. It’s a pragmatic model that rejects “proof-of-concept fatigue” — a trap many organizations fall into when AI projects stall after initial tests.

“When we speak of transformation, it’s about harmonizing technology with business—not just implementing software. We take a platform-centric view, integrating best-in-class solutions across the value chain.” – Hemant Lamba, CEO of Inetum Solutions

Inetum’s enterprise AI solutions range from predictive analytics and workflow automation to Agentic AI that enables autonomous decision-making within defined business constraints. Its early selection by ServiceNow as one of the top 10 partners to pilot its Agentic AI use cases further underscores Inetum’s credentials.

Focused Market Strategy

Inetum focuses squarely on markets where it can build depth, not just breadth. Nearly 100% of its business is concentrated in Europe, particularly in mid-market enterprises and the public sector.

“We’ve worked closely with regional governments and public institutions,” Quashie notes. “We speak the languages, understand the regulations, and build intimacy at a regional level.”

This intimacy fuels trust—an asset Inetum cultivates deliberately. Its best-shore strategy, a hybrid of nearshore, offshore, and on-site delivery, reflects this client-centric ethos. Whether it’s leveraging SAP expertise from Portugal or deploying ServiceNow talent from Bulgaria and India, the company offers flexibility without compromising cultural relevance or quality.

Culture as a Competitive Differentiator

To Quashie and Lamba, culture is more than a corporate cliché—it’s a competitive differentiator. Both have gathered leadership across geographies to co-create trust-focused team norms, emphasizing trust, accountability, and excellence.

“In a high-trust environment, people are empowered to innovate and take responsibility,” Lamba explains. “Culture isn’t taught—it’s experienced.”

Quashie echoes this sentiment, pointing to Inetum’s strategic bet on the UK and Ireland (UKI) as a proving ground for cultural and operational cohesion. With Inetum’s acquisition of ServiceNow specialist Unifii, the UKI market has become a launchpad for its broader strategy of organic growth in the growing markets.

Disciplined Expansion

Despite operating in a competitive landscape, Inetum’s growth strategy avoids the pitfalls of undisciplined expansion. Instead, it targets high-potential regions like the UK and Ireland, combining local acquisitions with innovation labs and deep partner ecosystems.

Their success in public sector IT has been bolstered by the UK government’s BOS2 framework (RM6285), G-Cloud 14 and DOS 6, giving Inetum direct access to public sector procurement for cloud and hybrid SaaS solutions. These strategic footholds are part of a deliberate plan to replicate their proven European model in newer markets.

“Focus is our superpower,” Quashie notes. “We’re not trying to be everything to everyone. We’re solving real problems in sectors we understand deeply.”

With over 7,000 experts in its Solutions unit and a goal to double its team size in the coming years, Inetum places massive emphasis on capability building. Its 2025 certification strategy aims to ensure 100% of consultants are certified across its four core platforms— ServiceNow, SAP, Salesforce and Microsoft.

Centers of Excellence

Regional hubs such as Bulgaria (ServiceNow), Portugal (SAP), and Belgium (Microsoft) are not only delivery centers but also Centers of Excellence. These hubs enable Inetum to execute at scale while retaining regional specificity, a balance few competitors manage well.

“Focus is our superpower. We’re not trying to be everything to everyone. We’re solving real problems in sectors we understand deeply.” – Kathy Quashie, EVP and CEO of Inetum Growing Markets

Moreover, each hub operates with internal academies and innovation labs. We have seven GenAI Hubs across Europe to accelerate learning and product development in tandem.

Overcoming AI Fatigue

Lamba acknowledges the industry-wide fatigue around AI. “There’s too much ‘death by POC,’” he quips. “Everyone is experimenting, but few are scaling. Our approach is grounded—we ask: What is the business case? Are you AI-ready? If not, we get you there.”

Inetum’s GenAI Factory is a cornerstone of this effort, offering enterprises a structured way to develop, deploy, and scale generative and agentic AI solutions across their platforms. This includes industry-specific applications already live in ServiceNow’s marketplace.

Enterprise-First AI Approach

Lamba stresses, “Crucially, Inetum’s AI approach is enterprise-first. Inetum helps clients bridge structured and unstructured data environments, a key hurdle in most GenAI implementations. Whether dealing with legacy databases or real-time cloud services, the goal is to unify and extract value seamlessly”. Security is also paramount. As AI expands, so do the risks. Inetum’s AI roadmap includes a strong focus on zero-trust frameworks and cybersecurity, integrating safety protocols from day one.

Bold Ambitions and Repeatable Playbook

Inetum’s ambitions are bold: to be the uncontested leader in digital transformation for Europe’s upper mid-market and public sector. Yet, it’s the clarity of execution that’s winning clients. Its playbook is repeatable: start with client intimacy, build on trusted platforms, layer in AI and data, and deliver through a blended nearshore/onshore model. It’s a strategy grounded in execution, not hype.

As Lamba puts it, “We’re not interested in being the loudest voice—we want to be the most dependable one.”

Inetum’s story is not one of radical reinvention but one of focused excellence. For C-level leaders navigating a complex landscape of AI promises, hybrid cloud realities, and digital fatigue, Inetum offers a model worth emulating: pragmatic innovation, deeply local engagement, and an uncompromising focus on results. At a time when many digital transformation narratives are fraying under scrutiny, Inetum’s is just beginning to unfold—with clarity, credibility, and a roadmap built not just for growth, but for trust.

What This Means for ERP Insiders

Focus on industry-specific solutions and deep platform integration. Inetum’s competitive advantage lies in its verticalization strategy (developing industry-specific use cases) and its platform-centric approach, integrating best-in-class solutions like ServiceNow, SAP, Salesforce and Microsoft. The company focuses on understanding the unique needs of specific industries like smart cities, e-health or utilities, for example, and ensuring seamless integration of ERP systems within a broader digital ecosystem. As Quashie aptly summarized, “Thus, seeking partners, like Inetum, who not only implement ERP but also possess deep industry knowledge and a proven track record for delivering tangible business outcomes.”

Emphasize client intimacy and a trust-focused culture for true success. Deep client intimacy, particularly within the European mid-market and public sector, leveraging regional understanding and a blended delivery model are some of the hallmarks that have made Inetum successful. As Quashie and Lamba point out, their internal culture emphasizes trust, accountability, and excellence. This underscores the value of prioritizing strong, long-term relationships, understanding regional context and regulations, and fostering a collaborative and trustworthy engagement. All these factors can result in more tailored ERP implementations and ongoing support that aligns with an organization’s specific needs and cultural nuances.

Focus on AI readiness and scalability for pragmatic innovation. Inetum’s approach to innovation, particularly with AI, emphasizes practical application and scalability rather than just experimentation. Their “AI readiness” model, starting with data foundations and cloud optimization, aims to avoid “proof-of-concept fatigue.” This highlights the fact that when organizations seek implementation partners, they must look for one that can guide them through a structured AI adoption journey, ensuring their data and infrastructure are prepared for AI integration. The partner should help the organization focus on solutions that can be scaled for real business impact within their ERP landscape and beyond. This is what Inetum’s mission is all about – to help our customers transform potential into performance.

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Unlocking the Autonomous Advantage in Supply Chains

The modern supply chain is a dynamic and often unpredictable entity. AI is providing the key to unlocking an ‘autonomous advantage,’ driving substantial business value. The numbers speak for themselves. According to the early findings of a study by the IBM Institute for Business Value (IBV), organizations with a higher investment in AI for supply chain operations witnessed an impressive 11.02% revenue growth in 2024, a substantial 61% premium compared to the 6.83% growth experienced by their less-invested peers.

This significant growth is fueled by AI’s ability to deliver real-time, personalized responses to transactional inquiries and drive improvements across critical areas like supply chain management, bottleneck identification, and design innovation. AI’s proactive capabilities are also crucial, allowing businesses to anticipate issues and generate mitigation plans.

By deploying AI across essential workflows such as global trade management and supplier selection, companies can achieve unprecedented levels of efficiency and resilience. The ability to explore and test hypothetical scenarios using data further empowers businesses to prepare for impactful events through autonomous orchestration.

Facing Manufacturing Headwinds with “Pragmatic AI”

The manufacturing sector is grappling with a trifecta of challenges today: escalating operational costs, the complexities of global supply chains, and a widening skills gap. Recognizing this, QAD is championing a practical approach to AI that focuses on enhancing manufacturing operations through “Pragmatic AI” and low-code/no-code extensibility.

This approach empowers manufacturers to integrate data-driven solutions that adapt to their unique needs and improve decision-making without compromising existing workflows. This philosophy emphasizes delivering tangible results rather than getting caught up in theoretical applications.

A prime example of this is the direct embedding of AI into QAD’s core solutions. The company uses AI to recommend commodity classification codes for optimal cross-border taxation and customs clearance, demonstrating how AI can be seamlessly integrated to address specific, pressing operational needs. This leads to measurable improvements without disrupting established processes.

These additions to QAD’s platform enable manufacturers to achieve systemic improvements through better data visibility and optimizing critical areas like supply chain, production quality, and workforce execution.

Simplifying Custom Gen AI

The power of generative AI (GenAI) is undeniable, but the process of creating custom models can often be intricate and resource-intensive. NTT DATA Business Solutions is simplifying this process with its innovative GenAI Connector. This tool is designed to streamline the creation of custom generative AI models, allowing businesses to leverage their own data and select the most suitable large language models to rapidly build and refine AI applications.

The GenAI Connector significantly reduces the complexities involved in GenAI development by offering a user-friendly process. Users can effortlessly load business data, configure models, and iterate on their performance. This streamlined approach profoundly impacts ERP systems as it automates routine tasks like data entry, document processing, and report generation.

Additionally, the ability to analyze vast datasets allows for generating insightful recommendations, identifying hidden patterns and anomalies, and forecasting potential outcomes. Together, these features provide businesses with a significant competitive edge.

High-Impact GenAI Deployment

Recognizing the transformative potential of Generative AI, Inetum launched its GenAI Factory initiative in April 2024. This initiative is designed to support clients through every stage of their GenAI projects, from the initial spark of an idea to full-scale deployment. These services are structured around four key pillars: Assimilation, Qualification, Prototyping, and Scaling.

Through Assimilation, Inetum assists teams in selecting suitable models and technologies. Qualification involves a thorough evaluation of business challenges to determine the feasibility of GenAI solutions. Prototyping focuses on developing initial models to validate concepts. Finally, Scaling ensures the successful deployment of GenAI solutions, complete with training programs for seamless integration.

Inetum strategically collaborates with industry giants like Microsoft and SAP to integrate cutting-edge technologies into their offerings. The company’s focus is on industries where GenAI can deliver the most significant impact, including banking, energy, the public sector, and customer experience.

The Future is Intelligent

The integration of AI into ERP systems represents a fundamental shift towards the intelligent enterprise. As AI continues to evolve, its role in ERP will only become more profound, empowering organizations to operate with greater agility, efficiency, and foresight.

What This Means for ERP Insiders

Navigate the hype and focus on what’s best for you. While AI offers significant potential for ERP, users must be discerning about its application. Focusing on practical AI solutions, like those offered by QAD, that address real operational problems with a human-in-the-loop approach is key to avoiding the pitfalls of overhyped or ineffective AI implementations. Prioritize AI tools that offer tangible benefits and integrate seamlessly into your organization’s existing workflows rather than going for something new that might not ease your processes or increase your ROI.

Explore the potential of custom GenAI models. The emergence of tools like NTT DATA Business Solutions’ GenAI Connector and Inetum’s GenAI Factory make it easier for ERP users to explore the development of custom generative AI models tailored to their specific business needs. This opens opportunities to automate complex tasks, gain unique insights from data, and enhance decision-making in ways that off-the-shelf solutions might not fully address. Consider how custom GenAI models could provide a competitive edge by leveraging their proprietary data.

Embrace the evolution towards autonomous supply chains. The trend towards AI-enabled supply chains, including the development of AI agents, signifies a shift from reactive to proactive supply chain management. This means the potential for systems that can anticipate disruptions, optimize inventory levels, and even make autonomous decisions within defined parameters. Understanding this evolution and exploring how AI can enhance visibility and resilience in their supply chains is crucial for future success.

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Strategic Alignment with SAP

Inetum’s relationship with SAP—spanning more than two decades—has become one of the cornerstones of its growth strategy. With more than 2,700 SAP consultants across 19 countries, the company specializes in public and private cloud implementations, S/4HANA transformations, and AI-infused solutions. But this alignment goes beyond technology — it reflects a shared philosophy.

“SAP is Europe’s leading tech company and a natural strategic fit for Inetum,” said Kathy Quashie, EVP and CEO of Inetum Growing Markets. “We share a customer-first, innovation-driven approach. Our goal is to help clients navigate transformation in a pragmatic and sustainable way.” With the appointment of Fiamma Ferrero, SVP of Global SAP Practice, Inetum will continue to maintain its leadership position to drive SAP transformation and growth.

Ferrero joined Inetum in January 2025 from SAP France, bringing with her a unique mix of engineering expertise, executive leadership, and entrepreneurial drive. She’s now focused on building a globally consistent SAP practice that balances cutting-edge innovation with operational excellence.

Bringing AI to Life

A core pillar of Inetum’s strategy is weaving AI into business processes—not as a trend, but as a true performance accelerator.  Through its FabLab innovation centers and collaborations with top universities and research institutions, Inetum has developed AI agents and use cases based on SAP technologies, that integrate seamlessly with SAP’s Business Technology Platform (BTP) and SAP Business AI.

“We create business-relevant AI solutions that are ready to use and can be adapted regardless of a company’s cloud maturity,” explained Ferrero. “Our agents improve productivity by automating tasks traditionally performed by SAP users—while still preserving human control where it matters.”

This approach, which Ferrero describes as “augmented autonomy,” ensures AI recommendations are always subject to human oversight—especially in sensitive areas like HR, where data accuracy and ethical responsibility are critical.

Data Strategy and Trust

Ferrero underscored a crucial truth: without clean, reliable data, even the most advanced AI falls short. That’s why Inetum partners closely with clients to ensure strong data hygiene from the outset—minimizing the risk of the classic “garbage in, garbage out” scenario.

Just as important is data governance. “With data sovereignty and privacy laws like GDPR, customers need confidence in how and where their data is processed,” Ferrero said. To meet those expectations, Inetum builds on SAP’s rigorous compliance framework, layering in its own internal safeguards and certifications.

“We believe in a risk-based, impact-oriented approach—prioritizing critical points rather than overregulating innovation,” she added. This balance allows clients to innovate boldly, without compromising trust or compliance.

Pragmatic Cloud Transformation

While many organizations feel the pressure to modernize their legacy ERP systems, Ferrero emphasized that cloud transformation isn’t a one-size-fits-all journey. “We see two types of customers: those managing complex, fragmented SAP landscapes, and those looking to modernize but unsure about the business case,” she explained.

Inetum meets both groups with a blend of technical expertise and real-world understanding. “We live the same realities—we are running our own hybrid SAP landscape,” Ferrero noted. “That makes us a credible partner to clients, especially in the midmarket where transformation must be fast, cost-effective, and low risk.”

By embracing RISE with SAP internally and deploying public cloud solutions across its multi-location offices, Inetum leads by example—fully committed to, as Ferrero puts it, “drinking its own champagne.”

TCO, Speed, and the Human Factor

Inetum leverages its presence in 19 countries to optimize competencies at the best skill-cost ratio. While many system integrators compete on offshore scale, Inetum sets itself apart by focusing on speed and simplicity. “We aim for lean projects—under 18 months—without excessive customization,” Ferrero said. “Reducing time and complexity, not just unit cost, is the smarter path to lower total cost of ownership.”

But Ferrero is quick to point out that technology alone doesn’t drive results. “Changing the tool without changing how people work doesn’t create impact,” she said. “Real transformation happens when processes evolve.”

“Real transformation happens when processes evolve.”
—Fiamma Ferrero, SVP, Global SAP Practice Inetum

By prioritizing fast, focused implementations and user adoption, Inetum helps clients unlock the true value of ERP modernization—where outcomes, not just upgrades, take center stage.

A Human-Scale Alternative

Quashie, who leads Inetum Growing Markets including UK and Ireland, views the company’s mid-sized model and rightsizing delivery strategy as a strategic advantage. “We’re big enough to serve multinational clients, but agile enough to act fast and prioritize their interests,” she said. “We don’t force-fit offshore resources to extend projects—we design what’s right for the customer. At Inetum, we call it global practices, local sales.”

With experience at Vodafone, British Telecoms and Capita, Quashie brings a sharp focus on customer intimacy, market leadership and local vertical sector expertise. The extension of our SAP partnership into digitally advanced markets like the UK and Ireland, she sees a clear opportunity to disrupt the dominance of larger system integrators.

“The focus is shifting from big-bang projects to iterative human centered transformations efforts that evolve with the business.”
—Kathy Quashie, EVP and CEO, Inetum Growing Markets

“This partnership allows us to continue delivering transformative change and digital impact, reinforcing our commitment to our clients. In these regions, businesses are focused on innovative solutions, HR and Finance transformation, powered by data management, which are vital to their growth. This collaboration also enables us to leverage our nearshore and offshore capabilities. With growing markets, including UKI, being one of the largest AI markets globally, our work with SAP offers a significant opportunity to support clients on their digital journey and Agentic AI readiness.” Her pitch? A value proposition built on trust, flexibility, and real, measurable outcomes.

Looking Forward

Inetum’s SAP momentum is backed by recognition, including the 2025 SAP EMEA Partner Excellence Awards for Cloud Delivery and Human Capital Management. With over 100 SAP S/4HANA implementations in just five years, the company has proven both its scale and expertise.

But for Ferrero, the focus is firmly on the future. “We’re not just following SAP’s roadmap—we’re helping shape it,” she said. “And we’re making sure our customers are ready when the future arrives.”

What this means for ERP Insiders

AI integration is shifting from hype to utility. The market is moving beyond experimentation with AI—enterprises are demanding AI applications that deliver real business outcomes. Organizations are increasingly embedding AI into ERP and business process platforms to drive automation, improve decision-making, and maintain competitive advantage. Inetum’s AI initiatives reflect this development, focusing on business-relevant use cases that preserve human oversight and compliance.

Cloud transformation must balance speed with strategy. While cloud adoption remains a priority, companies are recognizing the need for pragmatic modernization over wholesale migrations. The shift toward hybrid and multi-cloud environments is accelerating, especially in regulated and midmarket sectors where transformation must be secure, cost-effective, and tailored to complex legacy systems. About three-quarters of organizations have implemented hybrid cloud models, combining both public and private cloud solutions, and by 2027, it’s anticipated that 90% of organizations will have adopted a hybrid cloud approach, reflecting the growing importance of flexible cloud strategies. ​Hybrid cloud infrastructure has seen significant growth in recent years, with projections indicating continued expansion. As of 2024, 94% of companies globally had integrated cloud computing into their operations. The hybrid cloud market is projected to reach $480.2 billion by 2033, growing at a CAGR of 17.4% from 2024 to 2033. ​Worldwide spending on public cloud services reached $805 billion in 2024 and is expected to double by 2028. ​Bottom line is there is clearly an increasing reliance on hybrid cloud infrastructures, driven by the need for scalable, flexible, and efficient IT solutions.

Digital success hinges on people and process, not just platforms. ERP modernization alone doesn’t guarantee results—value creation increasingly depends on change management, process redesign, and user adoption. As organizations invest in platforms like SAP S/4HANA, they are also prioritizing faster time-to-value, simplified deployments, and training. As Quashie aptly summarized, “The focus is shifting from “big-bang” projects to iterative, human-centered transformation efforts that evolve with the business.” Change management is not a soft skill — it’s a success multiplier. Digital transformation is not just about technology; it’s about changing how people work. Organizations that treat change as a core discipline outperform those that don’t—on adoption, speed, cost-efficiency, and long-term value. This is what Inetum’s mission is all about – to help our customers transform potential into performance.

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Called SmartMobility, the project, which is being implemented with the support of Inetum, aims to integrate mobility at the heart of production processes, while guaranteeing a level adapted to the growing need for mobility in factories, without compromising on cybersecurity. A major challenge, but one that is already bearing fruit.

Digitalization in Industry: A Strategic Challenge

“As part of its Thales Towards 2030 strategic plan, the Group is facing the challenge of strong growth in the years ahead. In response, the Industry & Services function has defined a strategic vision, Thales Industry of the future (TIOF), built around four key levers, including digital manufacturing. By leveraging Industry 4.0 technologies, industrial teams aim to significantly optimize operational performance,” explained Antoine Billon, Tribe leader Industry. It was against this backdrop that SmartMobility was born in 2021, to meet the growing mobility needs of teams on production sites. “The idea is simple: to replace traditional PCs with smartphones and tablets, which can be connected to external screens, thus offering employees the best of both worlds, mobile and real-time access to essential data while retaining a PC experience,” summarized Vincent Turquet, Product Owner at Thales and head of the project.

Before launching the system at a pilot site in Cholet, the team identified the main areas for improvement: operators were wasting precious time going back and forth between their work area and the computer stations. “Some things are quite obvious. An operator explained to me: ‘I start at this workbench, go to the test bench, copy my values onto paper, then come back to enter them into the computer’,” said Joseph Muckensturm, senior consultant at Inetum Consulting. Getting access to information (production plans, production orders, logistics data) was sometimes an obstacle course, not to mention repetitive manual tasks such as copying data onto paper.

Turn a Smartphone into a PC with Zero Clicks

By 2023, the project had been extended to some thirty sites in France. It was for this strategic deployment that Vincent Turquet called on Inetum Consulting, to bring a logic of agility and a detailed understanding of users. “What makes us different is our know-how in the field. We know the processes and can talk to all levels of the hierarchy,” explained Joseph Muckensturm.

The SmartMobility solution relies in particular on Samsung’s DeX functionality: by connecting the smartphone to an external display, mouse and keyboard, it transforms into a real Android-based PC. The employee returns to his or her usual work environment, with the added benefit of mobility. “Young people started their digital experience with smartphones, and older people also have one, which facilitates adoption,” noted Vincent Turquet.

With SmartMobility, Thales becomes the first major industrial company to switch massively to an all-smartphone environment in its factories. An unprecedented transformation on this scale, it redefines the standards of digitalization in Industry 4.0. This pioneering character earned the project a presentation at Mobile World Congress 2023, at the invitation of Samsung.

Rapid Adoption, Measurable Productivity Gains

Initial results are encouraging: Thales has noted an immediate productivity gain of 4%, or around 18 minutes a day. “Overall, we’re getting very good feedback. Some operators are telling us that they wouldn’t want to go back to the old way of working,” stressed Joseph Muckensturm. Operators save time on tasks such as inventory, and appreciate the flexibility offered. Vincent Turquet sees potential beyond industry: “There are many use cases at Thales where this approach can help us gain value, in after-sales interventions, in quality, among managers.” In addition to productivity gains, the gradual replacement of PCs by smartphones and tablets is significantly reducing energy consumption. During its lifecycle, a fixed PC emits on average the equivalent of 500kg of CO₂, compared with 60kg for a smartphone. That’s an 800% reduction in emissions.

In a sector as sensitive as defense, cybersecurity remains paramount. The group has implemented draconian measures: exclusive use of Android, no personal use authorized and Internet access limited to a few sites. And finally for the smartphone: it’s impossible to make phone calls. The iPhone was much more than a phone, said Steve Jobs. Today, it’s everything but a phone.

The post How Thales is Going ‘All Smartphone’ in its Factories appeared first on ERP Today.

Various integration and consulting services have supported SNCF Réseau in major changes, audit actions and the appropriation of new uses by users.

At the end of 2023, to optimize HARMONIS maintenance activities, the DGNUM has decided to entrust them to a single integrator in a Skills Center.

Innovations under the sign of agility

The arrival of Inetum in November 2023 marked a new stage with the implementation of a team made up of varied and complementary profiles.

“There was still room for improvement in terms of monitoring developments and comitology,” recalls Arnaud Maillard, ServiceNow Business Unit Manager at the DGNUM. “Requests for changes to the Harmonis platform were arriving by e-mail, with errors in prioritization or arbitration”.

“We now have a work methodology that enables us to industrialize thanks to an agile organization with 2-week iterations,” stresses Armelle Fichou, Sales specialist ServiceNow at Inetum.

This agile method is accompanied by a new, structured comitology. Communication is also progressing with the “HARMONIS Café”, biannual events where the team presents the latest major developments and new features. “A café area on the SNCF Réseau website is temporarily mobilized to present various workshops on themes related to the tool, to attract users and get their feedback”, explains Arnaud Maillard.

One year on, the results are in. “From the moment we introduced a centralized approach, and the agile method for managing changes, these new features have been fairly well accepted,” confirms Arnaud Maillard.

Particular attention was also paid to the quality of the data in the CMDB. “There used to be a certain mistrust of the CMDB, but this has been overcome by the work carried out by the HARMONIS Skills Centre,” says the SNCF Réseau project manager with satisfaction.

AI, the next step

Standardization remains a priority. “As an integrator at Inetum, a major challenge is to make every effort to return to the standards of the ServiceNow platform to better meet needs, and then to enrich its use once this basis has been respected,” explains Armelle Fichou. “And that’s just the beginning. The next logical step, for example, would be to think about improving the service with AI.”

An example of a possible application for application user support management. “We’re in the process of setting up a virtual agent,” reveals Arnaud Maillard. “They use a knowledge base available in another tool interfaced with HARMONIS. We plan to transfer this base to the HARMONIS platform; but rather than simply migrate it, we’re going to set up new ways of accessing this knowledge via a virtual agent, a chatbot.”

The post SNCF Réseau modernizes its IT management: how Inetum contributes to the implementation of ServiceNow appeared first on ERP Today.

The Client

Our customer is a prominent multinational high street fashion retailer headquartered in Dublin, Ireland. With a substantial workforce of over 72,000 employees spanning 16 countries, and a global presence of more than 400 stores, their mission revolves around offering affordable choices for every customer, from stand-out styles to everyday essentials.

The Challenge

Before partnering with Inetum UK&I, the customer relied on a ticketing toolset to manage incidents and workflows. However, gaps in software functionality and processes resulted in reduced staff productivity and unnecessary overheads. The absence of basic capabilities such as reporting, automation and ease of search severely hindered efficiency as users simply could not get what they needed in time.

The customer aimed to transform their Service Management function by developing a new set of processes and migrating to ServiceNow, with two key objectives:

• aligning Service Management with the company’s overarching digital transformation strategy – with a core driving force of enhancing employee experience
• remove labour-intensive, manual procedures that consumed substantial time and human effort, which were spread across multiple platforms like Word and SharePoint

According to the company’s internal research, a notable 81% of their users expressed a need for a swift, efficient tool to tackle their concerns, while a significant 88% of users sought an instant chat functionality. Additionally, quite a few of them voiced concerns about an inundation of email notifications. These have prompted us to earnestly confront these issues, aiming to elevate user experience and shorten resolution times.

Additionally, quite a few of them voiced concerns about an inundation of email notifications.

The solution

Process Evaluation

• thorough examination of the customer’s existing ITSM operation, encompassing the platform, the processes and the users
• engaged in extensive interviews with key stakeholders, from tech and infrastructure teams to security personnel
• identified critical areas of concerns e.g. process inefficiencies, platform performance gaps and user experience

Roadmap Construction

• defined processes and capabilities that best fit the organisation’s workflows
• conducted a series of interactive design workshops to foster collaboration
• determined the scope, including: Incident and Problem Management, Incident Triage, Change Management, Service Reporting, Performance Analytics, Service Portal, Knowledge Management, Virtual Agent, Internationalisation, Integration Hub

Implementation

• unfolded over 6 releases for a phased transition
• comprised 42 hours of training
• listened and responded to every feedback for absolute clarity and satisfaction

The ServiceNow implementation showcased a true, one-team collaboration between our customer and the Inetum UK&I team.

The Benefits

ServiceNow has replaced unstructured work processes, leading to the efficient streamlining of operations and reduction of cost.

With over 12,000 incidents handled, the enhanced system has accelerated workflows, saving significant time. Notably, 98% of 8,000+ conversations have been resolved through Virtual Agent without human intervention, translating into substantial manual effort savings.

Customer feedback

“ Working with Inetum UK&I has been a remarkable experience. They consistently exceeded our expectations, even when resources were limited. Their priority management made my onboarding effortless, and their support ensured we met crucial deadlines. Their insightful roadmap session highlighted areas for ITAM and CMDB improvements while providing a clear path for our digital transformation. Their ability to challenge us and keep us on track has been instrumental in our ServiceNow journey. ” ITSM Product Owner of the Client

The transition has enriched user experience, reducing overwhelming email clutter via Teams integration. With 500+ knowledge articles and multilingual support, employees receive quick, readily accessible assistance to straightforward questions in their selected language.

Our enterprise-class platform established a robust foundation for merging the customer’s two IT service desks, and will further empower the organisation with enhanced visibility into ticket progress and flexibility for ever-growing business needs.

Over 8,000 virtual agent conversations have been recorded, with an impressive 98% of them concluded without being routed to a live agent, translating into substantial time and manual effort savings.

The Future

The ServiceNow implementation showcased a true, one-team collaboration between our customer and the Inetum UK&I team. Moving forward, plans include:

• a gradual integration of more 3rd party vendors to maximise the tool’s potential
• merging the brand’s local store service desk seamlessly with the corporate one
• increase scope of ServiceNow to include more non-IT business areas

Curious to witness how Inetum UK&I can emerge as your trusted ally in ServiceNow implementation and deliver value to your organisation just like how we did for this globally renowned fashion retailer? Reach out to us for a conversation and we can explore the possibilities together.

Click to see the Infographic

The post Inetum UK&I Empowered an International Fashion Retailer’s Digital Transformation, Deflecting 98% of Calls appeared first on ERP Today.