Hosting Support Services
Innovation and added value
Almost a fifth of them were positive or neutral about the more "expensive" support model Enterprise Support. A total of 42% of those surveyed see this as a low or no added value. Interestingly, almost 40 percent did not say anything about this topic. Nevertheless, a positive trend is emerging. In a similar survey last year, nearly three-quarters of the participants said they had little or no added value to Enterprise Support. "The benefits of Enterprise Support, such as free services, have not yet been widely publicised by customers. The Enterprise Support Academy launched by SAP, which is an educational institution, is promising, but should receive even more attention," concludes Andreas Oczko. Nevertheless, SAP is still calling for standard support to remain in focus. The performance of this support model, which is also paid a significant maintenance rate, should not only include a minimum of service levels. We need to create more transparency about what service is included in which support contract. The information day is free of charge for SAP customers, it presents topics around enterprise support. The target group is customers who have an Enterprise Support Maintenance Agreement or are interested in it.
Here's an example we had about one or two years ago. A larger company with a fairly large SAP user base had 2 experts in support alone. SAP experts, who tend to be expensive and have done nothing but route the incoming tickets to the right place so IT support could get involved. We automated this process by using AI. Not their semantic skills, not as a chatbot, but their analytical skills to learn from historical tickets that used to arrive and were misdirected and how they were resolved. So within a few days, we were able to build up this AI to the point where it could fully adopt the classification of the tickets. Now, the artificial intelligence that came out of this rich information that came out of the SAP world was able to pass these tickets on to the right person, and in some cases even work out solutions.
Select Services, Training and Partners
Your SAP® systems are mission-critical, must be readily available and function smoothly. However, no software solution is technically always trouble-free.
The experts have developed a proactive tool to monitor SAP system performance. The solution checks over 200 key figures and reports immediately when one of them is exceeded - allowing the team to resolve the issue immediately and avoid a costly failure.
"Shortcut for SAP Systems" simplifies SAP support tasks and adds to the standard's missing functions.
That's why you always have priority.
The starting point for all our innovations is always the needs and feedback of our customers.