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.
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.