User dissatisfactionwith SAP's
decision toroll out Enterprise support to all customerswas one the key points of the opening session of the annual
SAP UK & Ireland User Group conference in London.
Negotiations between SAP and the SAP User Group Executive
Network (SUGEN) agreed to monitor the value delivered by SAP
Enterprise Support.
The
details of this agreement were announced jointly by SAP and
SUGEN last week.
The agreement establishes jointly agreed KPIs. If these are not
met, it will be stopped while things are put right.
"This, in tandem with the announcement from SAP that the
maintenance period for ERP 6.0 is to be extended, coupled with what
I believe is a genuine commitment to work to reduce total cost of
ownership for SAP products through a variety of initiatives, makes
us believe that we have an improved overall position for the main
SAP product suite," said Alan Bowling, chairman of the SAP UK &
Ireland User Group.
At last year's SAP UK & Ireland User Group conference, Steve
Rogers, managing director at SAP UK, said he felt SAP had been
complacent with its customer base in the UK and promised to improve
that.
Alluding to that, Bowling said Rogers had been true to his words
and has made new appointments within his organisation to focus on
the quality of how well his team are working with their
customers.
The past 12 months saw the introduction of the first Customer
Success Councils, he said, where SAP UK openly revealed their
performance based on customer satisfaction surveys.
"Both the global work in the form of SUGEN and the local work in
the form of Customer Success Councils are great indications of
SAP's willingness to work with user groups as one of the important
communities that can deliver more to the success of the SAP
ecosystem," said Bowling.
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