Here's an example we had about one or two years ago. A larger company with a fairly large SAP user base had 2 experts in support alone. SAP experts, who tend to be expensive and have done nothing but route the incoming tickets to the right place so IT support could get involved. We automated this process by using AI. Not their semantic skills, not as a chatbot, but their analytical skills to learn from historical tickets that used to arrive and were misdirected and how they were resolved. So within a few days, we were able to build up this AI to the point where it could fully adopt the classification of the tickets. Now, the artificial intelligence that came out of this rich information that came out of the SAP world was able to pass these tickets on to the right person, and in some cases even work out solutions.
The plan went up: Salt Solutions provided Schmersal with an employee who, together with the IT team on site in Wuppertal, took over part of the tasks of AMS and support for SAP. The result was a significant relief for the Schmersal IT team in day-to-day business. The transition to the support team of Salt Solutions in Würzburg was launched parallel to the rollout in China.
Advanced support and target SLAs
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In order to allow small internal SAP teams to focus on their daily business, outsourced support provides an enormous support help. Your SAP employees no longer have to solve any problems themselves, won't be ripped out of their day-to-day operations, and can dedicate themselves to efficiency-enhancing projects to drive your business forward. A big advantage is also the speed of the fixes due to the service provider's many years of experience with bugs already encountered from other customer systems. This will speed up troubleshooting and help you identify the problem behind a failure.
Tools such as "Shortcut for SAP Systems" are extremely useful for SAP support.
The performance of this support model, which is also paid a significant maintenance rate, should not only include a minimum of service levels.
Often, SAP Support team members are looking for an application management services solution to resolve an acute problem so that a similar problem can no longer occur in the future.