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With the ever changing technical world we live in today, internal IT departments in both large and small corporations must continually rethink how they support employees. Today employees are confronted with a wide range of fast changing technologies and have to become productive fast.

 

Since 2004 SAP Global IT has a classic centralized support system consisting of three levels. The first level support is located in Ireland and processes employee support tickets and phone calls. All problems that can’t be solved by the first level support team are patched to the second level support – meaning to the local IT teams. Problems that can’t be resolved by the local teams are patched to a global team of experts (third level). The idea behind this support system was to enhance efficiency and quality by bundling services. Now with the increasing importance of our mobile business, the number of SAP-issued mobile devices within our company increasing fast and employees requiring more highly specialized mobile support, we had to rethink our support system to ensure SAP Global IT is meeting all end user requirements.

 

Since 2012, SAP Global IT started offering local Mobile Solution Centers (MSC) in addition to our global 3-level-support system. The MSC‘s feature product displays, showcasing various devices, including Apple, BlackBerry, and Samsung offerings. It is where employees can speak with mobile experts about the services as well as test out the devices and receive help with SAP apps and device enablement.  The concept for these centers was developed by SAP Global IT along with the sales and the business organizations to make sure that the needs of different user groups were met. The new highly customer focused centers bring to mind a classic mobile phone shop. 

SAP MSC - 033.JPGSAP MSC - 036.JPG

Since launching the MSC’s, SAP Global IT has received very positive feedback from our employees which has led us to move forward with a new end user support strategy. Recently also the support service for laptops has been taken over by the Mobile Solutions Centers. This is only the logical result of the fact that with windows 8 the platform becomes exchangeable.

As a next and final step to improve our support structure, the entire second level support will be taken over by the Mobile Solution Centers. First level support (for less serious problems) will continue to be handled by the support team in Ireland. This new setup allows the entire support process to become more flexible and permeable for employees as they can now contact second level support directly and – most importantly face-to-face. The new service centers can go beyond simple technology break/fix and focus on helping employees to become more productive faster with not only support but also training and consulting.

The improvements to SAP Global IT’s support structure allows SAP Global IT to provide employees with top notch support and services and benefit from the knowledge and expertise of our support staff. 
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  1. Andy Silvey

    Hi Matthias,

    thanks for the nice over of the ongoing development of the support organisation and processes.

    The Mobile Support Centers is a very nice concept.

    May I ask the question,

    As a next and final step to improve our support structure, the entire second level support will be taken over by the Mobile Solution Centers. First level support (for less serious problems) will continue to be handled by the support team in Ireland. This new setup allows the entire support process to become more flexible and permeable for employees as they can now contact second level support directly and – most importantly face-to-face.

    I am curious, do the Users need to call Ireland to get a ticket to enable them permission to visit the 2nd Level people at the MSC, or are the Users allowed to visit the MSC directly, by making their own self diagnosis that the problem they are having requires a visit to the MSC ?

    I mean for example, unlocking a password, we all know that would mean calling the Help Desk call center, but if my hard disk is clicking and my pc will not boot, then it would save my time and  the call center’s time if I could go directly to visit 2nd Level at the MSC and the person at the MSC log the call.

    Thanks for sharing, and it is very interesting to see and hear how the service has evolved.

    All the best,

    Andy.

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    1. Matthias Goettler Post author

      Hello Andy,

      for all mobile incidents people can approach the MSC directly if they like without having called/dropped a ticket before. They only would need to record the incidents (either via our MSC kiosk tool or a ITDirect ticket) at the MSC help desk, this can be done by the MSC staff or the person him/herself.

      Please have in mind that Philadelphia is the only MSC offering PC/Notebook/Tablet and Smartphone support. The other MSCs offer only Tablet + Smartphone support yet.

      Hope this answers your question, Matthias

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