SAP User Group tackles dissatisfaction over support plan

User dissatisfaction with SAP's decision to roll out Enterprise support to all customers was one the key points of the opening session of the annual SAP UK & Ireland User Group conference in London.

User dissatisfaction with SAP's decision to roll out Enterprise support to all customers was 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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