User Experience Insights
Project results of ‘New request process for professional SAP Note Translations’ from the SAP Customer Engagement Initiative
The SAP Customer Engagement Initiative connects SAP development teams with our customers and partners early and regularly. This means you can work together with SAP development teams on projects and prototypes, helping us to consider your specific requirement based on your feedback.
The initiative fosters and enables close interaction between SAP and our customers and partners by providing a structured approach and a legal framework.
The SAP Customer Engagement Initiative gives you early insights and shares product concepts so that you can help shape the future releases of tomorrow’s innovations. It’s a win-win situation!
The SAP Notes translation service team from SAP User Enablement, Language Experience is something of a regular when it comes to SAP Customer Engagement Initiatives.
Having previously completed three successful SAP Customer Engagement Initiatives in our drive to continuously innovate and improve the language experience with and for our customers, we embarked on our 4th in early 2021: New request process for professional SAP Note Translations.
In 2018, we introduced our Automatic Translation Self-Service as a result of our 2016 and 2017 SAP Customer Engagement Initiatives (Machine Translation Evaluation and Implementation for SAP Notes and SAP Knowledge Base Articles). Then in early 2021, we added a Qualtrics survey to enable customers to quickly and easily provide feedback on machine translations in their preferred language.
See How to Provide Machine Translation Feedback for SAP Notes and SAP Knowledge Base Articles.
The new, simplified feedback option was quickly adopted by customers and generated more feedback than we received via the incident process. With that in mind, we then wanted to make it easier for customers to request professional translations of SAP Notes into English, German, and Japanese on-demand if the machine translation was insufficient.
And who better to help us design a simpler request process than customers who consume our translations and are familiar with the pros and cons of the existing request process?
From a customer perspective, it was not always clear what information was required, and even where and how to request a translation and the existing process was cumbersome and time-consuming.
From an internal perspective, we identified 3 key issues with the existing request process:
- The incident form was not available directly where customers needed it.
- The incident form was not customized to request the required information (meaning long-winded searches for correct information).
- Incidents needed to be manually checked by our internal team and then forwarded to other responsible teams, causing an unwanted bottleneck, and adding delays to the processing times.
- It should be available directly where you are already working.
(In this case, on the machine translation display of the SAP Note.)
- Any required information that could be automatically gathered, should be.
Next, we shared the requirements with our development team and soon, what had started as a research SAP Customer Engagement Initiative turned into a feature implementation.
Our customer kindly agreed to continue working with us beyond the ideation and research phase to help us test our development. Within a few months, we had developed, tested, and released the new translation request option on SAP ONE Support Launchpad.
The new click link automatically pulls all essential information about the SAP Note for which translation is required and sends it directly to our translation team, who deliver the professional translation with priority.
The new request option went live in SAP ONE Support Launchpad release wave 5 for English and German (July 1, 2021) and release wave 7 for Japanese (September 23, 2021):
- SAP ONE Support Launchpad Wave 5 Release Notes: New Request Link for Professional English/German SAP Note Translations pp 4-5
- SAP ONE Support Launchpad Wave 7 Release Notes: New Request Link for Professional Japanese SAP Note Translations pp 4-5
In the first month after our go-live for English and German, we could see that the process had directly enabled customers to request SAP Note translations when required. 75% of our prioritized requests were now coming directly from customers, compared to just 7% in the same month in 2020. The remainder are requests from internal colleagues on behalf of their customers.
The new request option is available for all released, customer-facing SAP Notes in languages English, German and Japanese and replaces our manual incident request process.
See the following SAP Knowledge Base Articles for more details:
We are grateful to the SAP Customer Engagement Initiative team and our wonderful customer for supporting our innovation efforts and helping us to continue to improve the SAP Notes language experience.
The next customer registration will be open from February 10 to March 11, 2022, so go to influence.sap.com, check out the CEIs listed, and get involved in influencing our developments and co-innovating with SAP!