Multiple ERPs. Multiple regions. Multiple tenants. When something breaks at that scale, a generic ticket queue won't cut it. You need one owner who knows the full stack and moves fast.
That's the gap Diamond Support closes. Two customers show what it looks like in practice.
Fresenius Medical Care
Fresenius is the world's largest kidney care provider, working in more than 150 countries and processing roughly 800,000 invoices a year across four global regions, several ERPs, and multiple Basware tenants. In the middle of an active SSO migration, they needed a single point of ownership and real technical depth, not a handoff between teams.
Diamond Support delivered. Critical incident resolution time dropped from around 40 hours to just 5–6 hours, an 85% improvement. Configuration optimization saved $20K–$30K a year. Proactive stabilization recovered 5–6 business days annually that would otherwise have been lost to firefighting. And the SSO migration went live across all four regions with no sustained disruption to AP operations.
Intertape Polymer Group (IPG)
IPG is one of North America's largest packaging and protective solutions manufacturers. Their pain point was narrower but just as costly: SmartPDF recognition accuracy and buyer reference misalignment were slowing down AP and frustrating suppliers.
With Diamond Support in place, IPG sustained SLA performance above 90%, cut recurring SmartPDF and mapping issues by 60%, and significantly reduced supplier query resolution time. Proactive monitoring across the full invoice flow now catches issues earlier, before they turn into delays.
The Common Thread
Different companies, different problems, same pattern: complexity that standard support isn't built to handle, and a team that took ownership instead of routing tickets. Faster resolution. Real savings. Fewer repeat issues. That's what Diamond Support is designed to deliver, and these results are the proof.
Want to see if Diamond Support is right for your environment? Reach out to your dedicated Customer Success Manager to learn more.
