Maintenance
Help Desk
Scope of SAP Support Services: The following services are included with SAP Support. These can of course be expanded and customised as needed.
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.
Efficient and timely SAP support today
Knowledge transfer is an important part of our support to keep costs as low as possible. We rely on a combination of pragmatic training and "learning on the job" to build and document our knowledge of the required information transfer.
Today, business-critical processes are happening more and more in real time. Consequently, we have decided to take fundamentally new paths: We therefore also offer real-time support, in direct interaction with our support experts, via chat or phone. Feedback on classic messages can already be received by customers in real time as SMS directly to their mobile phone. Customers prefer to help with questions directly in the application they use. We therefore integrate support directly into our products with Built-in Support.
"Shortcut for SAP Systems" is a PC application that simplifies or even enables many SAP support activities.
The transition to the support team of Salt Solutions in Würzburg was launched parallel to the rollout in China.
Important for you: We create the optimum utilisation of the given SAP standard and limit - where useful and feasible - the effort for special developments.