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SAP S4/HANA System Upgrade

Alert

Following our go-live transition to the new SAP S/4HANA system on March 10, 2025, we have encountered unforeseen challenges that have caused some delays with our normal order processing times. We are working to resolve this issue as soon as possible.

If you place your order through the Genentech Direct portal or by calling Genentech Customer Service, you may continue to submit your orders. However, please be aware that there may be delays in delivery. If you have questions, please Contact Genentech Customer Service at 800-551-2231 Monday - Friday 6am - 5pm PST (9am-8pm EST).

This information is intended for Health Care Providers, Pharmacies, Distributors, and Dispensers of Genentech Products. If you are a patient seeking information, please contact the Patient Resource Center at (877) 436-3683 or (877) GENENTECH, Monday-Friday, 6am-5pm PST.

In March 2025, we will be upgrading our current SAP system, which includes inventory management, ordering, and returns, to the newest available version. This upgrade is designed to streamline and enhance business operations and transactions.

To complete the upgrade, there will be a cutover period on March 1st-9th, during which our systems will be down. This downtime will result in delays to shipping and account management features. Additionally, delays may occur in the weeks leading up to the cutover and for 3-4 weeks post-transition.

Please view this page for detailed information on the timing of the SAP S4/HANA System upgrade and potential impacts specific to the following service types: returns and spoilage, orders, Commercial Clinical Trial product requests, and Genentech Patient Foundation product replacement.

We are working with distributors to ensure inventory is available during this time.

Important Alerts

Following our go-live transition to the new SAP S/4HANA system on March 10, 2025, we have encountered unforeseen challenges that have caused some delays with our normal order processing times. We are working to resolve this issue as soon as possible.

If you place your order through the Genentech Direct portal or by calling Genentech Customer Service, you may continue to submit your orders. However, please be aware that there may be delays in delivery. If you have questions, please Contact Genentech Customer Service at 800-551-2231 Monday - Friday 6am - 5pm PST (9am-8pm EST).

Last updated on March 12, 2025

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