SAP HCM and SAP SuccessFactors
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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.
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.
SAP Application Management Services (SAP AMS)
We guarantee transparency in cooperation by means of regular reporting. We appoint an SAP Solution Manager responsible for you, who will interact with you periodically and take care of all your managed services requirements. The ticketing system used documents the progress of their SAP Managed Service.
By 2017, the ten employees in the central IT Services department in Wuppertal, supported by a number of Indian colleagues, were in charge of all the systems and users of the group. In particular, the company's SAP solutions tied up a large proportion of its IT resources. Schmersal uses numerous SAP products, including SAP ERP for business process control, SAP Extended Warehouse Management (EWM) or SAP Netweaver Business Intelligence (BI, formerly BW) warehouse management software.
With "Shortcut for SAP Systems", a tool is available to help your SAP support with troubleshooting.
This allows you to access core tasks, critical updates, and all SAP Live Support channels anytime, anywhere, and from any device.
With a fully developed infrastructure, we process an average of 15,000 tickets per month, partly also as a 24/7 service (service time and call availability).