Rapid assistance in case of shortages
SAP Roll Out in France
The second level of our customer service process supports the first level in more complicated cases. Due to the excellent technical expertise available in this stage, the possible causes of the disturbance are quickly found and a solution is reached. If during troubleshooting it is determined that the help of the software house SAP is needed, the contrimo employee increases the priority and the request reaches (in consultation with the customer) our 3rd level support.
What are we doing here to achieve automation? How do we make these worlds work smoothly together? Simple: In principle, each of the participants stays in his world, which does not have to leave it, because by integrating SAP support into the IT support or the ITSM tool (SAP-ITSM integration), we manage to ensure that the SAP user does not have to go into another system to report a problem, but can ask for help and give his comments on it at the push of a button. On the other hand, support will receive the correct information to respond appropriately to the problem or failure. He sees the user information, runtime information, screenshots, everything that is technically necessary to classify this ticket correctly and of course to solve it quickly. A classic win-win situation has thus arisen.
A central point of contact with regular, clear coordination
Every user is sitting in front of their SAP user interface, has to enter data here, and if there is a failure, there are delays - in ordering, processing an order, creating delivery notes, etc. This can be very quickly business damaging. You can't get anywhere because data can't be entered. SAP users do not necessarily know why something is not working. From the perspective of the user, it is a surface with which one works daily. If it no longer works, the support must be contacted. In this case, you leave the SAP world to describe the problem in some way in another system. It would of course be much more elegant and helpful if you had a help button in the SAP application that automatically creates a ticket. Each ticket created in this way is automatically enriched with runtime information and screenshots, so that the supporters can start editing directly. Unfortunately, it is often the case that the user does not know what transaction, etc. he is in. And that alone often causes confusion and back and forth.
Your employees will be relieved enormously. So you have more capacity to take care of strategic projects and are not concerned with daily support problems.
The "Shortcut for SAP Systems" tool is an excellent tool for handling many tasks in SAP Support more easily and quickly.
SAP assures users that they can focus on the real business and "leave the orchestration of continuous processes to the provider.".
In addition to the training documents and SAP Online Help and SAP News, account management information such as technical support forms and contacts will also be provided.
So much information... how can you keep it so that you can find it again when you need it? Scribble Papers is a "note box" that makes this very easy.