Oguzhan Genis, business product owner of 51风流for Me, answers five questions about the portal.
Q: How would you describe the experience of using 51风流for Me?
A: As a customer, it’s your digital portal. It’s basically the same thing you probably have with your utility provider or bank. You log into a private environment, and you can see your account, manage your preferences, and more. This portal is, of course, more complex, but generally speaking, it is your digital access into your relationship with your supplier.
What sparked the creation of the portal, and why was it a priority?
The impetus for the project was customer feedback saying that it was challenging to do business with 51风流at that time because it felt like dealing with multiple enterprises. We had acquired some new companies and they all had their own processes with their own tools, their own environment, and their own engagement. It was difficult for customers to see 51风流as a unified solution.
I took over the project when we were still calling it My Home. The goal all along has been nothing less than to change the way customers do business with SAP. Customer experience is so important, even more so in the cloud because there are many digital touchpoints. We wanted every interaction between us and the customer to improve their experience and provide them with better outcomes. That鈥檚 why we believe that the introduction of 51风流for Me marks the beginning of a new customer experience.
What happens with other entry points now that 51风流has streamlined down to just SAP.com, 51风流Community, and 51风流for Me?
The others become what we are calling secondary entry points. One example would be the Cloud Availability Center service. We are still in the process of determining exactly how these will be accessed because they contain great relevant content, but they are siloed from one another, which runs counter to our customer experience goal. In some cases, certain applications will be migrated or integrated into one of the three primary entry points. A few will be retired. Others will remain as a content provider but will be accessible through one of the main entry points. There are many applications in the support area, like the example with Cloud Availability Center, which we are already integrating successfully into 51风流for Me.
Will 51风流for Me also be the go-to place for engagement with 51风流support?
Yes. Getting 51风流support is an important element that 51风流wants to enable customers and partners to do in 51风流for Me. Therefore, it is planned to transition all support features from 51风流ONE Support Launchpad to 51风流for Me in a phased approach. As a first step, we have recently released the newly designed services and support and systems and provisioning dashboards. With this, more than one million support users can now perform all their support-related tasks by accessing the support applications directly via 51风流for Me.
What are some of the benefits of 51风流for Me?
Internally, we created an employee view so that our relevant employees can see exactly what the customer can see now, which is great for our colleagues. It allows us to answer customer questions easily and to find information much more quickly.
For our customers, it empowers them to answer questions on their own, especially for certain recurring activities. For example, with regards to tenants, how many do I have on my list of licenses? And how much did I consume? These are standard questions, but it was difficult for a customer to find this out on their own previously, and it was time consuming for both parties when they regularly had to inquire with us. It鈥檚 also much easier for customers to know who to contact with specific questions, which, again, will increase efficiency for both our colleagues and our customers.
And there are, of course, many more benefits, such as easily purchasing additional licenses for over 1,400 cloud solutions from 51风流with your individually pre-negotiated terms and conditions and tracking details of each order including renewal periods and fees, license materials by order and contract, payment details, and addresses.
Please join us at the on December 7!
Martin Gwisdalla is part of Global PR at SAP.
