Let’s begin by saying: “Friends I normally don’t blog, but when I do it’s in my personal space”. It’s been that type of last several weeks where many of my comments probably should have been blogs and honesty I have just resisted the urge to do so, but I did have a few SAP related thoughts/observations that might be more interesting as half finished nuggets instead of full blogs:
SAP Support is SAP’s achiles heel in the cloud
I’m sorry but I don’t know anyone could be proud or own up to the entire support process for SAP on-premise software. It’s a terrible experience and putting a pretty portal on top of that experience just doesn’t cut it. SAP really needs to find how to adopt some of Apple’s best practices for support, because when you pay only $100 for support contract with Apple you get much more awesomeness than paying % of multi-million in maintenance. The biggest problem with the whole problem is that the Support Organization first contact on any new issue is to deny/discredit/ignore that the customer might actually have a problem. Another big problem is just getting support to look at your issue. Why does a company with few customers than Apple can’t figure a way to handle requests no matter how big or complicated in a timely fashion no matter the severity. My personal feeling is unless you tell SAP it’s Very High then you might as well forget about getting any issue resolution within a month. In fact you probably can just forget about SAP picking up your question within two weeks. All I can say that if I’m on-premise world evaluating cloud solutions from SAP, I might just go elsewhere because the support provided by SAP is not worthy of comparison to the cable company, because the cable company is not that bad 😆 .
Marketing Folks just still don’t get it
A lot of folks are complaining about content posting on SCN by “marketing types”. I mean the titles are over the top, and sometimes don’t even relate to SAP world in any fashion. The worst part is that you want to ask the people who post this stuff, if they really really believe what they are saying. Then when people complain that perhaps if things could be toned down or perhaps not just post links on the run, act link it’s bunch of techies not wanting other type of content. The real truth is that most people don’t want bad content regardless of topic. I’m still waiting however for marketing folks to start posting cat videos, because they will somehow think it’s cool and relevant. At the end of the day the folks doing this seem less interested in having a honest converation and rather have to meet a quota for their boss. I honestly think if whoever was telling them to do this or themselves realized that being hyper “on-message” is just a way of annoying someone they would think different.
Let it go, Let it go
To make Julius happy I’m going to go on record and say the points system is antiquated artifact and to quote frozen SAP needs to “Let it go, Let it go”. It’s not a silly system, but something that looks “pointless” with no purpose and really has no purpose in 2014 other than to cause problems and live in the past. I doubt this will happen, but I will support this concept fully.