SAP AMS benefits
Identification of critical gaps and optimisation potential
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.
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.
New SAP support programme paves way to the cloud
Both before, during and after the introduction of your new SAP software we are here for you! Customer benefits are our top priority, which is why our employees also react quickly and competently to issues that require immediate clarification. Therefore, in urgent cases, you can reach us also outside of the typical office hours, so that your business is always supported in the best possible way and you get the right answers to your questions in a timely manner. Our support focuses on the smooth and economical use of SAP software to optimise your business processes. For this reason, the help of our consultants is possible regardless of the contract - just contact us, by phone, by mail or via our contact form and we will help you easily! Please do not hesitate to contact us - no matter when, no matter how.
We provide you with competent and experienced SAP consultants for all situations in the life cycle of an SAP system. From planning, through implementation, to operations - on-site or remote - our service can be found where you need it.
"Shortcut for SAP Systems" is a PC application that simplifies or even enables many SAP support activities.
By the way: The following button allows you to request an individual estimate with just two or three clicks.
If a failure occurs, we commit to fix it or find a temporary solution within a strict timeframe defined by the SLA.