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Author's profile photo Mohammed Ajouz

Planes, Trains & Automobiles: Bringing Choice Beyond the Commute Through SAP’s Omni-Channel Support



As jobs continue to diversify and companies expand globally, a commute into the office could look very different. You might start your day by biking to the nearest train station and using a rail pass to get to the office, while someone else may take advantage of ride-sharing apps. Workers now have the power to choose a commute that fits their locality, budget and schedule. Today’s B2B enterprise technology user expects the same level of choice and convenience within Product Support. However, providing these options through siloed, multi-channel support tools doesn’t necessarily translate into a smooth, streamlined support experience.

This is where omni-channel support comes in. At SAP, we’re working to make all Next-Generation Support resources part of a comprehensive omni-channel support experience for our customers. Just like a commuter in the city is able to take advantage of a well-connected metro system to streamline their commute, SAP customers will be able to seamlessly switch between support channels and devices without losing the context of their situation or compromising the quality of service.

What will this look like? Using the SAP ONE Support Launchpad, our customer might choose to start their support interaction through Expert Chat, a live chat function connecting customers to technical support experts instantly. Expert Chat has been shown to resolve incidents nearly twice as fast as a traditional incident, but if the issue needs to be filed as an incident, it can be done so with a click of a button. As our customers engage with us through a traditional incident, they may decide to Schedule an Expert at a time of their choice instead. With this chain of events, the customer has moved between three different support channels conveniently, while the progress made towards a resolution in each channel is passed on seamlessly.

And this omni-channel support experience is not exclusive to one device alone! We meet our customers where they are and an incident can happen at any time, any place. Regardless of whether a customer seeks support via their desktop or their mobile device, Next-Generation Support resources ensure an always-on experience.

These examples are only the beginning of delivering an omni-channel support experience through SAP’s Next-Generation Support approach. To continuously increase choice and reduce efforts for our customers, we are looking into integrating social media into the support ecosystem. We are already using social media platforms such as WhatsApp, Twitter and WeChat to share knowledge with customers. What if we allowed our customers to log incidents or initiate Expert Chat from social media channels? This is our promise to deliver SAP Support from anywhere, at any time through any channel and on any device.

At SAP, we are striving to meet our customers ever-changing needs because we want them to experience a smooth journey to their final destination of becoming an intelligent enterprise.

Coming off the heels of the SAP ONE Support Launchpad and SAP Support Portal earning a spot on the list of Top Ten Best Support Websites from the Association of Support Professionals (ASP), we’re excited for what’s to come for SAP Next-Generation Support. Stop by the SAP Digital Business Services booth during SAP TechEd to discuss our current and future support innovations with SAP experts – tickets are now available for SAP TechEd Las Vegas (October 2-5, 2018), SAP TechEd Barcelona (October 23-25, 2018), and SAP TechEd Bangalore (November 28-30, 2018). We hope to see you there!

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