WALLDORF, Germany — April 11, 2019 — SAP SE (NYSE: SAP) today announced enhancements to its Next-Generation Support concept. These include developments to AI-driven features such as incident solution matching and real-time support resources like the Schedule an Expert and Expert Chat services. Through the integration of machine learning and artificial intelligence (AI), these intelligent tools are helping to automate the customer support experience and deliver targeted results in a shorter amount of time.
“The overall mission of the Next-Generation Support approach from SAP is to minimize the effort and time required by SAP customers, while maximizing their business outcomes,” said Andreas Heckmann, global senior vice president and head of customer success services, SAP Digital Business Services, SAP. “The Intelligent Enterprise requires speed and precision, and the continued integration of machine learning and AI into the Next-Generation Support concept has enabled us to provide just that. These intelligent technologies enable our support tools and support specialists to learn from the past and deliver accurate solutions for inquiries in real time as well as customized, proactive recommendations before an incident shows up.”
In an effort to raise the bar in customer support, SAP Digital Business Services continues to leverage machine learning and AI to optimize its real-time support experience for customers and its built-in support features:
Incident solution matching: Through the recent addition of incident solution matching to SAP® ONE Support Launchpad, SAP customers get customized recommendations ranked according to semantic relevance. This new tool leverages natural language processing to analyze an incident as the user types information about the incident into the form and provides relevant information from the SAP Knowledge Base Article service and the SAP Notesservice. SAP Digital Business Services plans further integration of machine learning and AI, saving SAP customers time and helping them be more cost-efficient.
Built-in support: SAP continues to build support into its products. Already part of SAP S/4HANA® Cloud, built-in support is now available for SAP Integrated Business Planning, a solution to enable the intelligent enterprise by making planning easier, faster and smarter. In a continued effort to optimize the customer support experience, the built-in support concept moves support into the product, increases personalization and fosters collaboration among experts.
“The SAP CoPilot digital assistant, with its built-in support, provides customers of the SAP Integrated Business Planning solution quick access to SAP from within the application to get support and share their ideas to improve our product further. Built-in support also helps SAP provide efficient support as context information about the app and the actual system is automatically shared through customer incident information,” says Franz Hero, senior vice president and head of development, Transportation and Logistics Application Innovation, SAP.
The direction for product support is clear. Integrated into SAP CoPilot, conversational AI makes it possible for customers to converse with the system, while the digital assistant uses the system context and other data to provide fast answers for customers’ technical questions. In the future it’s predicted that some questions won’t even have to be asked, with the digital assistant in the application giving customers all the support and information they need to avoid potential problems.
With the live support services Expert Chat and Schedule an Expert, the customer experience is being continuously improved as those tools are extended to additional solutions, enabling customers to get in touch directly with a support expert from SAP. With machine learning and AI working in the background, support specialists are equipped with the information necessary to provide targeted recommendations in live sessions:
A wide range of self-service options complements these services, giving customers a way to find answers quickly themselves.
In recognition of these advances, Next-Generation Support was awarded the 2018 Technology Services Industry Association’s (TSIA) STAR award for Best Practices in Support Services. It was also named to the Association of Support Professionals’ annual list of the Top Ten Best Support Web sites. In addition, the online support section of SAP.com was awarded first place for usability in the annual review of siteIQ eBusiness Index.
As the cloud company powered by SAP HANA®, SAP is the market leader in enterprise application software, helping companies of all sizes and in all industries run at their best: 77% of the world’s transaction revenue touches an SAP® system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. SAP helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want – without disruption. Our end-to-end suite of applications and services enables more than 425,000 business and public customers to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people’s lives. For more information, visit www.sap.com.
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WALLDORF — SAP SE (NYSE: SAP) today announced that Executive Board Member and President of the Cloud Business Group Robert Enslin has elected to resign from the company to pursue an external opportunity.
SAP Executive Board Member Jennifer Morgan will succeed Enslin as president of the Cloud Business Group (CBG). SAP Executive Board Member Adaire Fox-Martin will take sole responsibility of Global Customer Operations (GCO) as president. These leadership changes are effective immediately.
Enslin, who first joined SAP in 1992, departs following a long and successful career at the company. He was named to the Executive Board in 2014, initially as president of Global Customer Operations. A respected technology leader with a unique global perspective on business and economic trends, he earned a highly favorable reputation with customers and industry analysts. His two-year stint as president of the company’s Cloud Business Group resulted in an aggressive build-out of SAP’s cloud portfolio, including the recently closed acquisition of Experience Management leader Qualtrics.
“We are very grateful for the many significant contributions Robert Enslin has made to SAP. The Supervisory Board has immense confidence in Jennifer Morgan and Adaire Fox-Martin as they assume broader responsibilities on our Executive Board.”
“Let me first congratulate Rob Enslin for everything he’s done in his distinguished SAP career. He’ll be a great champion for SAP in his new opportunity and a lifelong friend to me personally. With Jennifer Morgan and Adaire Fox-Martin moving up, we have two dynamic leaders who will help us take SAP to the next level. Our market-leading core ERP and high-growth cloud application portfolio make SAP a rarity in the enterprise software industry. This transition gives us a clear path to continue simplifying the company. SAP’s leadership team will drive greater operational efficiency, faster time to market, higher product quality and superior market fit, all while significantly improving margins. ‘The Best Run SAP’ is our motto, our maxim and our strategy to run the company with greater discipline and focus. I could not be more optimistic about SAP’s road map to create value for our customers, employees and shareholders – a true Best-Run SAP.”
“I am truly grateful to Hasso Plattner, Bill McDermott and all my SAP colleagues for the opportunity to be part of such a special company. As I leave SAP for a new journey, I do so with unrivaled respect for the company and its amazing customers around the world.”
“I am very honored by this opportunity to work with the outstanding team in SAP’s Cloud Business Group. I have never been stronger in my belief that SAP’s best days are yet to come.”
“For the entirety of my career at SAP I have focused on our customers and their success. I could not be more energized to continue this exciting journey as president of Global Customer Operations.”
SAP will report its financial results for the first quarter as planned on April 24, 2019.
Consulta los resultados de la encuesta.
Principales amenazas globales para el crecimiento de las organizaciones*
* Porcentaje de CEO que respondieron estar "muy preocupados".
En retail, entendamos por omnicanal, a la comunicación coherente y estable con los clientes por cualquiera de los diferentes canales que decida usar para interactuar con la marca, aplica en los bloques online y offline. Su motivo principal es dar al cliente el mismo nivel de experiencia y servicio en cualquier punto de contacto.
Su diferencia con las estrategias multicanal es que éstas se enfocan en amplificar la presencia de cada canal en forma independiente y sin ninguna relación entre los mismos.
El concepto omni-digital implica un alto enfoque en la conectividad, representa una importante inversión para cada negocio en función con los diferentes puntos de contacto que brindan a sus clientes.
Los clientes omni-digitales esperan una experiencia suave y sin mayores complicaciones: lo que cuenta para ellos es poder utilizar el canal que prefieren para encontrar una solución a su problema. Las empresas deben poder ofrecer un servicio de calidad uniforme en todos sus puntos de contacto.
“Omni-digital” implica un fuerte aspecto de la conectividad que constituye una gran apuesta para las empresas en relación con la variedad de puntos de contacto que ofrecen a sus clientes y usuarios. Además, las herramientas digitales, como las plataformas de interacción, los CRM, las soluciones analíticas, las plataformas de llamadas y la gestión de procesos, se han vuelto cruciales para los departamentos de Atención al Cliente, además de la incorporación de nuevas tecnologías como Inteligencia Artificial.
Las empresas con visión omnicanal colocan a sus clientes en el centro de sus estrategias reconociendo que pueden acercarse a sus productos o servicios, o mejor aún, sentirse atraídos hacia la marca de maneras diferentes. Partiendo de ese punto, sus esfuerzos se enfocan en crear procesos que fortalezcan las relaciones con los clientes, logrando así una mayor fidelidad a la marca y probabilidades más altas de recompra.
Es aquí donde la industria retail debe poner mayor atención, pues una reciente investigación de Havas Paris, demuestra que más del 70% de los consumidores quieren que los productos sean accesibles en línea y en tienda. Dicho número aumenta a 82% en el segmento de 18-24 años.
En este sentido, los clientes omni-digitales esperan experiencias de consulta o compra sin problemas. Para ellos, lo más importante es la posibilidad de utilizar el canal que deseen y dar solución a su situación. Ahora es responsabilidad de las empresas implementar un servicio de calidad unificado en cada uno de los puntos de contacto.
En SAP, estamos comprometidos en impulsar la “Economía de a Experiencia”, prueba de ello es la reciente adquisición de Qualtrics, especialistas en el diseño de tecnología para el aprovechamiento de datos y medición de satisfacción al cliente mediante el uso de Inteligencia Artificial, Machine Learning y redes neuronales de aprendizaje profundo. Para saber más acerca de esta incorporación, lo invitamos a dar click aquí.
La voz de los usuarios influencia los contenidos que les presentamos semana a semana, comenta que temas te gustaría que estemos tratando en el contenido de 2019.