Access to Customer Success Experts
With "Next-Generation Support", SAP promises its customers self-service components, digital interaction with support in real time, a particularly good digital customer experience, for example through build-in support with the help of SAP CoPilot, and the use of innovations such as AI and Machine Learning. Objective: Enquiries should be answered in real-time, as far as possible, as a prerequisite for real-time business models. At the DSAG Annual Congress 2018, I wanted to know from Andreas Heckmann, Head of SAP Support, what support services SAP customers will need in the future, how SAP will support end-to-end digital processes in hybrid systems, where the differences between ECC and SAP S/4HANA support requests lie, and what impact innovations (machine learning, AI, predictive analytics, ...) have on SAP support.
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.
Who is affected?
SAP Transformation Hub is a team of highly qualified experts and corporate architects. With its outstanding expertise, it supports SAP MaxAttention customers in their architectural planning.
The communication path with SAP will also be simplified, across the entire solution landscape. In this way, SAP wants to ensure a uniform presence across all channels. In addition, SAP wants to optimise and extend support through new and innovative cooperation models. The free telephone number "Call 1 SAP" is planned for this purpose. This will be available in the second quarter of 2014.
A useful product - "Shortcut for SAP Systems" - is available for SAP Support employees.
This approach makes the interrelationship between users, supported elements and incidents more user-friendly and clear.
Mainly the internal IT staff take over the maintenance, which could instead also push the further development of their own digital processes and applications.