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SAP Upgrades: Customers’ Experiences and Pain Points – What about Yours?

In the first parts of this series, I provided information on various topics around the upgrade. Today I would like to give you an insight into customer feedback data about SAP upgrades: What are the main challenges and pain points when planning and performing an upgrade? And, most importantly, I would ask for you to share your thoughts with us on these aspects and let us know where you think improvements are needed.

  • Collaborating with the Global Customer Community team and SAP user groups worldwide (for example, North America, Germany, Japan, Australia), the Global Upgrade Office completed several feedback programs to measure upgrade adoption and to gain feedback from customers regarding upgrades. The survey respondents have SAP R/3 or SAP ERP installed at their organization and they have some role in their companies’ upgrade decision. The goal of these feedback programs is to derive the right measures and initiate SAP action to improve in the following areas:

Main upgrade challenges in the planning phase:

  • Estimate cost, effort, and duration
  • Define the business case
  • Define and allocate project team and resources
  • Assess impact on existing solution

Main upgrade challenges in the building phase:

  • Efficient testing
  • Downtime minimization
  • Modification adjustment
  • Project management
  • End user training
  • IT infrastructure adjustment

Do these experiences match yours? Did you have any additional pain points when you upgraded? Let us know so we can improve the experience for others.

In case you are interested in finding out more about SAP upgrade experiences, see our official SAP Upgrade Experience Database at http://service.sap.com/upgradedb. It contains detailed customer data collected in actual upgrade projects, for example, on project duration, business downtime, and satisfaction with the project.

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5 Comments

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  1. Vijay Vijayasankar
    I am told that SAP has certain KPIs that need to be met before a product is released. However, I have never seen this being shared with customers ( as in – not in my experience, and I stand corrected if this is not true). If SAP shares the test scrips and results with customers, I am convinced that it will make upgrades a whole lot more painless.

    Sometimes, SAP’s product roadmap causes a lot of development effort in upgrade projects. Take CRM as an example – lots of clients put a great amount of effort in doing PCUI enhancements. Then came CRM2007 with a much better UI, but with no possibility to automate the UI conversion. Another example is the OST tool. Whoever uses OST now, will probably have to rework when Enterprises services are delivered in future. 

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    1. MARTIN RIEDEL Post author
      The pain points outlined are a summery of customer feedback. We are compiling a comprehensive list and are very interested to add any additional points. Could you provide some based on your experience?

      In regards to the new release KPI, SAP has a ramp-up processes for any new release before the release is general available. In a very controlled customer environment upgrades and/or new installs are preformed. The experience is directly used to improve the documentation, tools, etc. For example downtime was reduced significantly during the ramp-up of SAP ERP 6.0

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    2. MARTIN RIEDEL Post author
      The pain points outlined are a summery of customer feedback. We are compiling a comprehensive list and are very interested to add any additional points. Could you provide some based on your experience?

      In regards to the new release KPI, SAP has a ramp-up processes for any new release before the release is general available. In a very controlled customer environment upgrades and/or new installs are preformed. The experience is directly used to improve the documentation, tools, etc. For example downtime was reduced significantly during the ramp-up of SAP ERP 6.0

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  2. Tathagat Kumar
    I am a functional consultant (MM) in Unilever,London ,doing a research thesis on the future of SAP,with a comparative analysis of 3.1H and 4.6C and would like to know the way forward of the next generation SAP, both from the functional and the technical perspective.

    I would be very grateful, if someone could add any points. Many Thanks

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