Tela relies on KNAPP’s 24/7 SAP® EWM Service Desk for trouble-free operation

News: Published on in Service

Since April 2022, Papierfabrik Tela GmbH has relied on the expertise of KNAPP to ensure smooth operation of its existing SAP® EWM 9.0 solution by a third-party provider. With its own 24/7 SAP® EWM Service Desk, KNAPP IT Solutions GmbH, the KNAPP group’s competence center for SAP® EWM solutions, supports Tela in questions and problems regarding its warehouse management system (WMS) in the automated production warehouse in Niederbipp, Switzerland.

Tela GmbH has been producing high-quality tissue paper such as toilet paper and handkerchiefs at its site in Niederbipp, Switzerland, for more than 50 years. With around 200 employees, around 50,000 tons of hygiene paper are produced annually to supply national and international customers. The focus is on the production of private label products for retail as well as products for the popular, traditional Swiss brand of the same name, Tela.

Tela uses SAP® EWM 9.0 as their warehouse management system (WMS) for their automated production warehouse. Implemented by a third-party provider, the software controls all processes in pre-production and subsequently in the warehouse, from goods receipt to dispatch of the end products. “Our operations run 24 hours a day, 7 days a week. Smooth processes along our entire value chain are, therefore, essential. Our logistics processes, in particular, play an important role. To secure these sustainably, it was the next logical step for us to support our approximately 50 internal SAP® EWM users with external support,” explains Laura Renk, Head of IT, Tela GmbH. “KNAPP convinced us with a professional first impression and fast availability. The complete transfer of our existing SAP® EWM solution to KNAPP’s 24/7 Service Desk was completed just one month after the contract was signed. Though, the implementation originally took place with a third-party provider.”

24/7 SAP® EWM Service Desk for special SAP® EWM processes

“Telas SAP® EWM is a special system for us in customer service. This is not because it was implemented by a third-party provider. On the contrary, we currently support several solutions in the service desk. The reasons are rather, on the one hand, the long service life of the system and, on the other hand, the processes. In this case, SAP® EWM not only controls the classic warehouse processes, but also the processes in the papermaking, so the steps where the gigantic rolls of paper are turned into the products we know. In addition to the support for this, we optimize the processes with RFCs,” tells Thomas Kovacec, Head of SAP® EWM Customer Service, KNAPP IT Solutions.

To provide the best possible support regarding these and other special features, an evaluation workshop was done to transfer Tela to the 24/7 SAP® EWM Service Desk. In addition to an assessment of the general needs, this included a detailed SAP® EWM analysis to familiarize the KNAPP team with the individual characteristics of the existing solution. Following this, a customized support offer was created. In addition to a hotline service during the defined operating hours, the KNAPP team also supports Tela with customizations and in the evaluation of upgrade options regarding S/4HANA. “There is noticeably high emphasis on complying with the service level agreements and ensuring absolute customer satisfaction. Problems and requests for changes are handled competently and promptly. For us, KNAPP is, therefore, the ideal SAP® EWM partner to accompany us in our future developments and optimizations of our software landscape,” adds Laura Renk, Head of IT, Tela GmbH.



KNAPP is your technology partner for intelligent value chain management. Headquartered in Austria, the KNAPP group provides all-in-one solutions for automation and digitalization, from production and distribution to the point of sale. Excellent service and long-term collaboration make KNAPP the strong partner behind the success of their customers in the sectors healthcare, retail, food retail, fashion, wholesale and industry.

KNAPP IT Solutions GmbH has been the KNAPP group’s SAP® EWM (Extended Warehouse Management) expert since 2012. As an official SAP partner, over 100 SAP® EWM specialists at KNAPP provide all the services involved in the conception, implementation, testing, installation and support (including 24/7 Service Desk) of SAP® EWM. This also includes MFS for greenfield and retrofit projects, integrating automation solutions by KNAPP and third-party suppliers. Find out more at