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Ever since I watched the LEGO Movie, its soundtrack “Everything Is AWESOME!!!” has been playing in my head over and over (if not, click the link to make it stuck in your head too). The storyline of this movie showed me one simple truth: not everything is awesome; however, the main character, Emmet (the person in orange safety vest above) turned this “not-so-awesome” world into a better one at the end.


Similar to the LEGO world, sometimes at SAP not everything is awesome, but SAP is not afraid of admitting that. On my first day at SAP in Newtown Square, Pennsylvania, I was terrified because people speak in a foreign language that I could not understand. “…We are AGS PE NA team and we work closely with SSDs. We offer MaxAttention and ActiveEmbedded and we help setting up events like FKOM, SAPPHIRE NOW, ASUG……” They lost me right at the beginning. By the time I told them that I have no SAP background to understand this alphabet soup, they smiled and seemed calm as if they were just like me long ago, and said “Oh don’t worry, we’ve invented a new language here, called SAPanese, hahaha….”. Then they patiently explained to me what those crazy acronyms mean. In the meantime, they asked me for some education on social media in return. That’s about when I started to love this place. My SAP colleagues are not arrogant by showing off how awesome SAP is or how awesome they are, which they totally could have! Instead, we help each other to grow and to be better.


In terms of being better, Active Global Support (AGS) offers elite support services to our valuable customers. We keep the “not everything is awesome” slogan in our mind (all the time), so we can innovate nonstop and provide the best support possible for our customers. Among AGS support offerings, there are Premium Engagements, which include SAP MaxAttention and SAP ActiveEmbedded. They are the fanciest ones of them all (not just because of their fancy names)- they ensure our customers have 24/7 seamless assistance and smoother deployment processes. AGS makes sure you run SAP software and your business better and faster. We keep our ears open to every customers’ feedback, because every opinion counts. When it comes to customer issues, “not everything is awesome” is not an excuse for us to rest on our laurels. In SAP world, we do our best to satisfy our customers, and there is always room to improve.


On SAP customer, H.D. Smith, a billion dollar pharmaceutical distributor in Springfield, Illinois, was looking for a platform for growth. Hear about how the SAP MaxAttention team worked with H.D. Smith to help them run efficiently.



Henry Dale Smith, Jr., the Chairman and CEO at H.D. Smith, describes SAP system as “bulletproof” in the video. A bulletproof system is awesome and we are proud of what we do, but we can do even better! Maintaining a system with fewer security issues, less down time, less frustration and complaints from company users and their IT department, is our basic goal, not to mention understanding our customers’ needs here in Active Global Support. When Emmet in the LEGO Movie tried to save the world from evils, he didn’t think of saving the world and being an awesome hero, he only thought about how to make people he cares about happy and make their lives better. And that’s the same question we ask ourselves constantly here at SAP Active Global Support: what can we do to make SAP better for you, our valued customers?



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20 Comments

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  1. John Appleby

    Thanks Elle for sharing and I always enjoy it when practitioners blog, perhaps we will see each other in NSQ2 some time (see, I can do the language too!).

    As a practice lead, I don’t spend that much time with AGS, but I have lately, and I must say from my experience in the last few weeks, I’ve had a variety of experiences.

    On one particular occasion, I submitted a Very High message and got a detailed, useful, response within an hour. I asked for some clarification and got this, and closed it right after. Clearly, the person responding understood my needs and was technically able to answer the question, with more experience in their area than I had. That’s very awesome.

    In other occasions, including one which is open right now, I’ve felt that the focus has been on the process. In this occasion, the message style requests for more information, so I provided that. Then they asked for access – even asking for an upload of reports. Then an escalation manager called to “speed up the call”. It’s had 5-6 responses, 12 hours, and no real “work” or resolution.

    Two things seem clear to me. First, each person I talked to desires to help us succeed. There is no difficult behavior or arrogance.

    Second, the first outcome is the desired outcome.

    So, how does AGS ensure that my first scenario happens more often?


    As Batman would say… First Time!

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    1. Elle Ding Post author

      Thank you John for sharing your stories with me. It is definitely interesting to hear about what others think of our organization. Although I don’t have enough experience to back me up and promise you anything regarding your unpleasant experience with us, I will pass along your message and sincerely hope you wouldn’t answer yourself with a Batman quote in the near future!

      If you are in NSQ, feel free to stop by and say hi! I’d love to talk to you in person! 🙂

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  2. Renee Li

    Very nice blog! Being in AGS for 7 year, what I learned and apprecieated most, is that this organization never afraid of being transparent, and always have an open mind when discussing the challenges in front of us. Every challenge is an opportunity! Proud to be here in AGS!

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    1. Elle Ding Post author

      Totally agree with you Renee! Let’s together be better and continue to be proud of where we are! 😉

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  3. Jennifer Van Hala

    Elle, Thank you for sharing your fine points, humor, and for the insightful and inspiring video about HD Smith. AND a tremendous thank you to the talented individuals at HD Smith for taking the time to share their insights. Their wisdom and experienc helps make the rest of us….better.

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  4. Thomas Weems

    Elle, if I may continue with the Lego theme…..  Lord Business tried to keep his world in place, stagnant with the “Kragle”.  Once his eyes were opened to the creativity and fun of new thinking, he overcame his own barriers!  I hope AGS leads the pack in helping SAP and its customers overcome the “Kragle”, helping to open their vision to new thinking, i.e. the Cloud.

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    1. Elle Ding Post author

      Amazing metaphor Tommy! Someone watched this movie! 😉

      And you’re absolutely right about innovation and broader horizons. As we have transformed into a Cloud company this year, overcoming the “Kragle” is happening very soon. Great insights! Thanks for sharing Tommy.

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  5. Jim Yan

    Happy to see one of my old customers happy to speak up here! 🙂 Very beautifully written… Wait to see more of your post! 😎

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  6. Tian Song

    Nice job Elle!!

    SAP is a great company which is not only provide excellent services to customer, but also provide unbelievable opportunities to  their employees. I would say this company gets its ambitious vision, who is also caring employees’  career and holding tightly with the newest high-tech development, plus the typical German culture as dedicated , precised, professional, etc, SAP is one of the best employer in IT industry .

    Keep moving on, girl, God gives you reason to meet us!

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  7. Aislinn Teo

    This sums up the feelings of a newcomer very well!

    Was a long time ago since I first joined SAP, probably I forgot the feeling.

    What really impressed when I first joined SAP was the software engineering and technology culture which I so absolutely love.

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