SAP tech support needs to improve, say BusinessObjects users

SAP technical support needs to improve, according to 40% of BusinessObjects users in 96 organisations polled by the UK & Ireland SAP User Group

SAP technical support needs to improve, according to 40% of BusinessObjects users in 96 organisations polled by the UK & Ireland SAP User Group.

They say that the technical support provided to them by SAP is not as good as that offered by other software suppliers. 

Some 57% of SAP BusinessObjects users also said they had difficulties using SAP’s Service Market Place support portal, while 63% said it was difficult for them to search and find relevant support information.

The majority (87%) of SAP BusinessObjects users felt that being able to influence the future direction of the product would add value to their organisation. 

The research also revealed that there has been a significant increase in existing SAP customers using BusinessObjects, with 21% of SAP customers using BusinessObjects, compared with only 7% a year ago.

Furthermore, just over three-quarters (76%) of SAP users polled in 312 organisations said they were now using the latest version of SAP’s core enterprise resource planning (ERP) business suite, ERP 6.0, an increase from 69%.

Better support for BusinessObjects users

“These figures show that there is still work to do when it comes to supporting and communicating with BusinessObjects users,” said Alan Bowling, chairman of the UK & Ireland SAP User Group.

“Now that UK SAP BusinessObjects users are part of our User Group we recognise that we have an important role in ensuring that they are able to effectively interact and influence SAP. As such, we have been working closely with SAP’s Customer Experience team to make sure this happens," he said. 

"What is encouraging is that more existing SAP users are now starting to see the combined value of using BusinessObjects, which wasn’t necessarily the case last year,” said Bowling.

We have an important role in ensuring that [BusinessObjects users] are able to effectively interact and influence SAP

Alan Bowling, chairman, UK & Ireland SAP User Group

When it came to customers creating their own Customer Centres of Expertise (Customer CoE), just under a third (31%) of respondents said they had received certification recognising their commitment to the continuous improvement of their SAP operations.

"While this is more than double the number of CoEs, compared with last year, it is clear that more education and clearer financial incentives are still needed to encourage users to create them," he said.

User Group influence on SAP

The survey revealed that the ability to network with other SAP users, access customer experience and insight, and being able to advance their understanding of current SAP products and services continue to be biggest drivers for people to join the User Group.

Some 80% of respondents said that the User Group had the right levels of influence over SAP when it came to getting users’ voices heard.

“Certainly over the past 12 months there have been a number of significant developments at SAP, with the release of Hana and the company’s expanded on-demand and mobile offerings," said Bowling. 

While such developments are wholly positive, he said, it is vital that users are educated about how exactly they will benefit, and how adopting such technologies will impact on their existing licensing agreements.

"This is where the User Group can play an important role in working with SAP to ensure that our members are provided with all the necessary information to make an informed decision about their future requirements,” said Bowling.

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