SAP works with user groups to enhance enterprise support

Enterprise software maker SAP has set up a searchable, online repository of customer benefit cases and best practices.

The repository of self-service...

Enterprise software maker SAP has set up a searchable, online repository of customer benefit cases and best practices.

The repository of self-service resources, including product roadmaps and expert opinion, was set up to support a methodology to help customers get better value out of SAP's enterprise support.

The repository and methodology were developed in collaboration with the SAP User Group Executive Network (Sugen), a global network of SAP user groups.

Sugen was at the centre of negotiations with SAP that eventually led to a reversal of a controversial decision in 2008 to implement enterprise support for all customers.

SAP and the Sugen SAP Enterprise Support Charter team host regular regional feedback sessions with customers to jointly develop best practices, guided procedures and self-service resources.

SAP said the latest joint venture with Sugen shows the software maker remains committed to continued collaboration with user groups.

The initiative is aimed at helping customers to realise the benefits of SAP enterprise support faster and subsequently reduce their total cost of operations.

"As a result of the dialogue between SAP and the user groups, customers have choice and can now focus on the value proposition of SAP enterprise support," said Tonnie Van der Horst, chairman of Sugen.

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