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New SAP support programme paves way to the cloud
The first stage of cooperation is always to determine the needs of your company and SAP users. Knowing which processes are critical to your business is the key to ensuring business continuity.
The employees of our customers, like all of us, are used to beautiful and easy-to-use applications in their role as consumers of digital offerings; We also take this into account in our interaction with our customers. We provide self-service access to our knowledge pool in a variety of ways. This includes social media such as Twitter or messenger services such as WhatsApp.
Technical application support
For training in the rollout phase, the above documents and records proved very helpful. The tool has supported our SAP instructors in user training. The automatic documentation in Word serves as a training manual. Recorded processes are particularly useful for SAP transactions, because no one can remember all the transaction steps of a main process. All areas of work are directly accessible via a table of contents. To answer questions from SAP users not only orally but also in the form of screen recordings, key users and support staff can quickly "film" and publish the processes in question. The user can view both his input and the results in the Personal Navigator. This means that the errors are almost completely eliminated. There are also other offers on the market, but this tool has proven itself in practical use.
We already offer AI- and Machine Learning-based support tools such as Automatic Translation to automatically translate SAP Notes and SAP Knowledge Base Articles. Built-in support and the digital support assistant will also become an integral part for our users. Customers want seamless support no matter where and on which device, and no matter what "channel". The intelligent merging of all channels, including mobile devices and social media, will give customers multiple ways to access support. Our vision is to have omnichannel access to our support, and to continue to develop new tools and pioneering solutions in co-innovation with our customers. Support will become more proactive and identify critical situations at an early stage - support will be delivered to the customer, not vice versa. Artificial intelligence and machine learning will further improve and simplify the support experience for customers, making the answers both faster and better. Intelligent ALM tools will provide fully automatic performance. We are constantly on the ball - our customers can expect a lot of innovation in SAP support in the future.
With "Shortcut for SAP Systems", a tool is available to help your SAP support with troubleshooting.
In order to continue to communicate with the backbone and to use the services of SAP, it is necessary to move to this new infrastructure by January 2020.
In short, the great advantage for our customers lies in answering the question directly and very quickly - with all the queries that are necessary and thereby avoiding the often necessary "ticket ping-pong" - directly in the dialogue with the SAP experts.