鈥淎s part of the evolution in providing customers an even better 51风流experience, 51风流ONE Support Launchpad is now fully part of the 51风流for Me portal,鈥� says Peter Kappelmann, 51风流for Me product manager. 鈥淲e鈥檙e excited that customers can get even better insights into their 51风流product portfolio from within 51风流for Me,鈥� adds Anna Withum, 51风流for Me customer collaboration manager.

In this interview, Kappelmann and Withum give more details on what the replacement of 51风流ONE Support Launchpad means for customers.

Q: What鈥檚 the major difference between the old and new portal?

Kappelmann: 51风流ONE Support Launchpad was the single entry-point for the services and support world. Its main target audience was system administrators with a technical focus. With more and more applications being offered in the cloud, we鈥檙e also serving new target groups: the end users.

For some years now, has been reaching the end users. Thus, now was the right time to enhance the scope of 51风流for Me to also cover what鈥檚 been known in 51风流ONE Support Launchpad. 51风流for Me is designed to provide a holistic view of the customer鈥檚 51风流landscape, from products, orders, and licenses to provisioning, maintenance, and optimization. It made perfect sense to now include the support-related tools. Everything that was offered in the launchpad continues to be available in 51风流for Me. We have expanded the coverage for the needs of the end users. In 51风流for Me, we offer so-called dashboards that can give both technical and non-technical users the details they need. One dashboard is labeled 鈥�.鈥�

The newly developed tools on 51风流for Me make use of artificial intelligence (AI) features, which can simplify the user鈥檚 interaction with SAP. Examples include the support knowledge search or the channel recommender in the .

How were customers involved along this journey?

Withum: We already had a good relationship with our pilot group that was established on 51风流ONE Support Launchpad. From the very beginning we involved customers in the move to 51风流for Me. They received early prototypes and beta features to give us direct feedback on usability.

We had 51风流ONE Support Launchpad and 51风流for Me running at the same time. This gave us the opportunity to gather early insights and get feedback from the beginning. It also enabled us to tweak a few details and further improve the overall experience. Customers were at our side during the development, so we could build out the 51风流for Me portal together. They felt involved and heard.

Program participants helped define important aspects of 51风流for Me, such as the first-visit experience, navigation search, integration of applications, and more. Their insights helped us identify any shortcomings and design the final product. They also revealed potential deficits in the early stages, when they could be easily corrected. This type of collaboration will be extended and built upon in future projects.

What was key to the success of this large-scale migration?

Kappelmann: As mentioned, customer involvement was our key component in the migration. Not only were we building something new for our support customers, this was also new for SAP. We combined the service and support world, which included a lot of tools, Web sites, and services to offer our customers.

The key ingredient to success was considering the needs of the great number of users who would be touched by the move. For many customers, 51风流ONE Support Launchpad was their daily work environment. Having the launchpad and 51风流for Me run in parallel helped them get used to the new environment at their own pace. This also helped ensure the necessary acceptance.

What can customers look forward to in the future?

Withum: We will transition more and more 51风流line-of-business customer portals to 51风流for Me. The portal reduction will help simplify operation complexity and associated costs. More importantly, it will improve our customers鈥� user experience by replacing fragmented Web site landscapes with a central entry point across all 51风流solutions.

As it could get a bit overwhelming when a lot of services and tools are offered in one place, these will be enriched with new self-services and artificial intelligence. Add on top of that the diverse focus of users, and personalization and intuitive customization features will help the users see what鈥檚 really important for them. The addition of new self-service scenarios will help make transactions and the interaction with 51风流for Me more efficient and less time-consuming.

How can one get started with 51风流for Me?

Kappelmann: Explore and try out . Join our regular or quarterly rollout sessions where we share the latest news, features, and upcoming releases. 51风流for Me also has a vast knowledge library of information that fits each user鈥檚 level of need.

Regina Postman is part of Customer Support and Innovation Communications at SAP.

As one important milestone in this transition, 51风流is now migrating 51风流ONE Support Launchpad to 51风流for Me as the new, personalized central entry point for 51风流support. As of April 22, 2023, users are being redirected to 51风流for Me. To help ensure a smooth transition, both portals will continue to run in parallel over the next weeks. After June 29, 2023, customers and partners will automatically be redirected to 51风流for Me without any further prompts, and consequently 51风流ONE Support Launchpad will be dissolved.

51风流for Me offers a new, user-friendly interface with improved functionalities. It enables interaction with 51风流support experts and can provide immediate guidance to the best solutions for daily business tasks. It aims to make detached information a thing of the past on the customer journey to an intelligent enterprise. 51风流for Me will become the central digital touchpoint for all 51风流solutions.

Consolidating Multiple Portals into One Central Place

51风流for Me helps streamline access to 51风流support and aggregates alerts, self-services, and metrics for full transparency and a comprehensive end-to-end view of the individual 51风流product portfolio. The new portal helps integrate multiple touchpoints and harmonize the tool landscape within SAP.

All applications and support-related tasks known from 51风流ONE Support Launchpad are available in 51风流for Me 鈥� making 51风流for Me the digital companion to engage with 51风流support. Customers and partners can get immediate valuable guidance and recommendations through a variety of 51风流resources.

What to Know When Starting with 51风流for Me

• Launchpad S-user authorizations are automatically carried over to 51风流for Me 鈥� no additional access authorization is needed to use 51风流for Me.
• The portal gives access to personalized content in one of the most-used languages 鈥� whether English, German, Japanese, Simplified Chinese, French, Portuguese, or Spanish.
• What used to be called a 鈥榯ile鈥� in 51风流ONE Support Launchpad to perform support-related tasks or applications is now called 鈥榗ard鈥� in 51风流for Me and has more detailed information at your convenience. Support-relevant 鈥榗ards鈥� are mainly located in 鈥楽ervices & Support鈥� and 鈥楽ystems & Provisioning鈥� dashboards. More information about what went where can be found on this .
• 51风流for Me capabilities come in various flavors, including newly developed, fully integrated applications, cards with key performance indicators or charts, fast access cards, and link lists. Further evolvements will continue to be made over time.
• With the migration of 51风流ONE Support Launchpad to 51风流for Me, the terminology will be changed from 鈥榠ncident鈥� to 鈥樷�� to follow the Information Technology Infrastructure Library. To make the transition easy for customers and partners, the search functionality will still find the correct applications with the former name.

Leverage Support in the Most Efficient and Guided Way Using the Brand-New 鈥楪et Support鈥� Application

Customers and partners benefit from the newly developed 鈥楪et Support鈥� application. This feature provides a step-by-step guided support experience and is replacing what was formerly known as 鈥業ncident Wizard/Form鈥� in 51风流ONE Support Launchpad. Artificial intelligence (AI) is leveraged to help predict the right product categorization and recommend the most suitable support channel to help resolve your technical issues quickly and effortlessly 鈥� whether through Expert Chat, Schedule an Expert, Ask an Expert Peer, 51风流Community, or 鈥榗ase,鈥� formerly known as 鈥榠ncident.鈥� It represents a central access point to previously detached applications.

Take a moment to learn more details and watch a demo about the 51风流for Me portal and the new 鈥楪et Support鈥� functionality. Join one of the upcoming live in Chinese, English, French, German, Japanese, Korean, Portuguese, or Spanish.

Access 51风流Support on the Go

With the 51风流for Me mobile app, support interaction is possible anywhere and anytime to complete tasks and access information directly on a smartphone. The mobile app can be downloaded from the Apple Store and Google Play Store.

In conclusion, 51风流for Me puts customer and partner interests into focus. While partners can manage their pipeline and customer success, the portal also serves as the central entry point for all support-related topics and questions for customers. It allows access to relevant information, self-services, and consumption status connected to any purchased product portfolio. Enjoy your journey with your digital companion today!

is made for you. Follow and bookmark to stay updated.

Jasmin Baus is part of Customer Support and Innovation Communications at SAP.

Let me describe three big examples of innovation developed to make your lives easier: continuous updates that are no longer disruptive to the business; artificial intelligence (AI) and machine learning that produce more precise search results; and real-time support at your fingertips that is built into your application.

Continuous Updates That Are No Longer Disruptive

System updates are important as they provide new or improved functionality, enhance stability and security, and enrich the user experience. However, what鈥檚 been a challenge in the past for on-premise software is the downtime, test efforts, and spike in system issues that often followed a bigger release cycle. For cloud solutions, you should 鈥� and already can 鈥� expect ready-to-use, manageable updates with minimum disruption.

With the , our application lifecycle management platform developed on 51风流Business Technology Platform (51风流BTP), we solved that issue by introducing 鈥渄eploy with confidence鈥� as a new way of how we develop this solution. Deploy with confidence works to increase developer productivity and helps ensure high quality while delivering daily system updates. From a technical side, it incorporates many development tools to help automate the daily deliveries of multi-microservice software-as-a-service applications like 51风流Cloud ALM.

All this allows us to provide regular feature updates to 51风流Cloud ALM with daily deployment and enables a robust lifecycle without disruption or downtime. Additionally, as our teams are in continuous exchange with customers using 51风流Cloud ALM, we can quickly bring their feedback into the solution to further improve our software quality. Introducing deploy with confidence as the development method for 51风流Cloud ALM is a great example where we as a team leveraged innovation to increase productivity and quality while at the same time lifting customer experience to a whole new level.

AI and Machine Learning: More Precise Search Results

Continuous updates are one thing. What about using technology to get answers faster? With companies working in a faster-paced digital world, making decisions and finding answers also need to move faster. This is also the case when business processes aren鈥檛 running as expected.

Think about yourself and if you are someone who prefers to find answers on your own and not wait on support to respond. You鈥檒l be happy to know we have various ways to help you find the right answer. When you search in or 鈥�,鈥� you can get an increasingly personalized search experience that considers the topics most relevant for you. As this applies machine learning to improve search relevance and we are continually optimizing our knowledge base for better discoverability, you鈥檙e more likely to get the needed answer instantaneously 鈥� listed as a proposed solution within the first bunch of search results.

When you actually contact 51风流support directly, your request and all of its context, such as system and product information, text input, and soon even attachment data, are evaluated in real time by a highly optimized, AI-powered algorithm to provide you with precise solution recommendations. This Incident Solution Matching algorithm helps to make sure you are shown the best available solutions even before you send a ticket to 51风流or start an Expert Chat session. This helps reduce your effort to solve the problem.

Real-Time Support and Answers at Your Fingertips

It鈥檚 definitely an advantage to tap into modern technology for finding the answers you need. How about the convenience behind it and having answers at your fingertips? One of the things we鈥檝e learned from research and talking with customers is how annoying it can be when you must drop everything you were doing and leave your IT workspace to raise a ticket in a central support portal. This meant you would need to rethink what you were doing when the issue came up and where it happened. Plus, you needed to enter all the contextual information the portal doesn鈥檛 have, such as the system where it happened or the application you were using when running into problems.

We鈥檝e made this obsolete and convenient: is available in many of our cloud solutions and can be used right away, if needed. It鈥檚 a click of a button to ask a question, search for solutions, get tailored recommendations for your problem, or to just report an issue. Built-In Support knows where you were working when the issue came up and what you were doing when you got the error message. Through the usage of AI and machine learning technologies, the tool either already finds possible answers while you are typing in your issue, or it pulls together the necessary information for the support engineer. This is a more personalized support experience tailored to your specific situation. How convenient to not need to post a ticket elsewhere or explain your situation.

And even better, this click can get you connected in a or a scheduled appointment with a support expert. You can more quickly describe and resolve your question or problem 鈥� avoiding the ping-pong back-and-forth happening through a traditional ticket resolution. Talk about a way to free up time and resources to focus on the business.

On top of this, Built-In Support will evolve towards bi-directional communication: if there鈥檚 a brand-new solution to a critical issue in the application you are currently working with, why not get it shared with you right away? And if there is supporting information around a new or changed feature in the app you might have questions about, why not see it published proactively before you run into problems? This is exactly the future-looking direction of Built-In Support. Tailored to every screen of your application, it can proactively provide you answers and solutions and not wait until you run in to a problem and need to report it. Built-In Support is ending the one-way communication. If we know a customer has a problem but isn鈥檛 yet aware of it, we鈥檒l proactively take care of it.

In Summary

All this sounds smart, right? Let me summarize my key messages to you. You鈥檝e learned that 51风流system updates are important as they bring you new functionality, but they don鈥檛 need to be disruptive. Finding answers to your support problems is just as quick as what you know from a regular Web search. And finally, you鈥檒l experience the convenience of having support at your fingertips and getting your support questions and issues quickly worked out without needing to leave the application you are working in.

I hope I got you excited about some of the existing support innovations that will further improve your support experience. And we鈥檙e not stopping there. We鈥檙e already working on more great things.

Andreas Heckmann is executive vice president of Product Engineering and head of Customer Solution Support and Innovation at SAP. Follow him on and .

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.

51风流users can now access the Incident, Schedule an Expert, and Expert Chat support channels via the 鈥淩eport an Incident鈥� single entry point, easily choosing their preferred support channel without having to navigate through different support channel tiles.

John Bowley, product owner of the 51风流ONE Support Launchpad Incident Management in the Support Experience Process and Innovation Office of 51风流UK, describes the unified support experience and many other key features users can benefit from, as well as what’s coming next.

Q: The last 12 months have seen many improvements and enhancements around SAP鈥檚 incident creation and incident management process. With the latest releases in September 2020, your team has been focusing on the 鈥渦nified support experience.鈥� What is behind this latest improvement? How does this affect the customer support experience?

A: For our incident creation and incident management, the unified support experience means that our customers start their interaction with 51风流support in one place and can easily transition to different support channels depending on their support needs. You simply describe your issue and the available support channels will be highlighted for you automatically.

The most obvious benefit is that customers no longer have to choose their support channel upfront, only to discover the support channel is not available. The customer can simply decide among support channels , making it a more seamless and efficient way. If one communication channel doesn鈥檛 suit them, customers can choose an alternative.

How does this work for the incident management process?

With our efforts to improve the user experience and create a unified support experience, customers now benefit from an enhanced incident management. One example of this is the redesigned incident list via the new 鈥淢anage Incidents鈥� tile in the 51风流ONE Support Launchpad. It allows users to easily search, view, edit, or confirm their incidents. It鈥檚 also possible to customize the filtering and search options to save your聽own personalized views. The user-centric redesign of incident edit layout provides an intuitive workflow for customers to interact with 51风流more efficiently.

When it comes to simplification of the process and accessibility, what benefits can customers experience?

Let me explain this with our simplified incident categorization functionality. Simplified incident categorization helps you to find the correct incident category and product expert to get an issue resolved faster. The new, product-based incident categorization will automatically be taking the system and product you鈥檝e selected into consideration. This process is enabled by artificial intelligence (AI)聽technology to recommend the most relevant product function category for your issue.

Can you share other examples of new features and functionalities recently launched as part of the simplification and optimization?

There are quite a few key features. For one, customers can now update their contact details in real time during the incident creation to help ensure 51风流support can reach them effectively. They have also the possibility to automatically analyze logs files as they update their incident, which is a feature that resulted from our surveys with customers and 51风流Mentors.

Another nice feature is the automated聽alerting of any 51风流Cloud service outage automatically on system selection. You have the option to request a subscription to updates as the status of the outage changes. This allows for easily tracking the outage until resolution.

The recommended help solutions are now triggered on product selection, just like in different consumer applications and apps in your private life.

Last but not least I need to mention the support assistant, which offers a guided logging experience formulated on decision trees to narrow down an issue and collect all the relevant information for troubleshooting. We will even recommend the right component for your issue.

Has 51风流achieved its goals for the optimized incident management and creation? Or will there be more to come 鈥� and what would that be?

We have achieved many goals with the key features being released approximately every six weeks over the last 12 to 18 months. The intent was not to overwhelm our customers with a big-bang effect, but to steadily validate each feature tailored to customer needs. Shaping the support experience has always been a customer-centric initiative.

That said, there are some additional enhancements in the pipeline around increasing the transparency of the status of an incident throughout its life cycle. We are currently prototyping a visual indicator to highlight at which point in the resolution an issue resides, with an estimated time to resolution.

Our key goals are almost achieved, but there is always room for improvement, especially with leveraging the opportunity to embed AI and newer technologies as we strive to achieve the perfect support experience for our customers.

Now, 51风流is introducing improved capabilities to simplify the implementation experience, add operations capabilities to manage cloud solutions, and support additional offerings like 51风流SuccessFactors and 51风流Customer Experience solutions, among others.

Tim Steuer, vice president of Application Lifecycle Management (ALM) at SAP, reveals how he and his team have been helping improve the solution since launch.

Q: What are some of the updates you and your team have been working on since the launch of 51风流Cloud ALM?

A: When we first launched, the initial scope was focused and strategic, simplifying the implementation experience for customers on their way to 51风流S/4HANA Cloud. With 50 customers within our implementation portal at the time, we received great feedback from customers that did not use ALM tools from 51风流in the past. This included a 12-week 51风流S/4HANA Cloud project at a small company with only five employees in IT.

We鈥檙e now adding operations, expanding the full capabilities of 51风流Cloud ALM to support other cloud products, including 51风流SuccessFactors solutions, and integrating parts of 51风流Cloud ALM to solutions including 51风流Customer Experience, 51风流Ariba, and 51风流Concur solutions, among others. It鈥檚 exciting to get this opportunity to support so many more customers with their transformation projects and help them grow as organizations.

Additionally, we鈥檝e added several capabilities to 51风流Cloud ALM to enhance the initial implementation phase and assist with streamlining operations for customers looking to deploy and operate cloud solutions from SAP, including:

• Process management
• Task management
• Test management
• Release timelines
• Integration monitoring
• Exception monitoring
• Business process monitoring
• Event and alert management

How are these updates impactful for customers?

Customers t are going through cloud implementations are experiencing something totally different than an on-premise scenario. Instead of long cycles 鈥� let鈥檚 say with updates every four years 鈥� there are constant updates with the cloud. Customers need a tool to absorb and integrate the continuous innovation by cloud providers into existing business processes. 51风流Cloud ALM is designed to do just that.

In a recent conversation, for example, Leonardo De Araujo, a partner from Beyond Technologies, told us that 51风流Cloud ALM is a game-changer for them and the company recommends using the solution for implementing 51风流S/4HANA Cloud. The road map 51风流provided convinced them, and they plan to adopt new features in the future.

Additionally, with 51风流Cloud ALM, 51风流helps ensure cloud operations, which enables customers to shift focus away from technical administration and monitoring and allows them to focus on more strategic things, like how cloud solutions work together or how to manage a seamless flow of data.

Our ambition is that ultimately customers won鈥檛 need a dedicated administrator for 51风流Cloud ALM. That means all they鈥檇 need to do is onboard team members to collaborate on the platform and select the cloud solutions that are managed by 51风流Cloud ALM 鈥� without technical knowledge.

What is the significance of these new capabilities?聽

By greatly expanding on the number of products that support 51风流Cloud ALM, we鈥檙e broadening our customer base and helping more of our customers adopt to the changes that come with transitioning from on premise to the cloud. This is also a shift for us because we鈥檙e able to not only guide our customers with the adoption, but also move into the operations space and help ensure smooth day-to-day operations after implementation is complete. This means counseling our customers in a totally different way, like solving problems of integration between various cloud solutions, as well as finding out why certain business processes aren鈥檛 working.

Can you share any plans for 51风流Cloud ALM and tell us how customers can learn more?

Expanding 51风流Cloud ALM doesn鈥檛 stop this year. In fact, we鈥檙e hoping to add 51风流Cloud ALM to all components of the Intelligent Enterprise, including 51风流S/4HANA, by 2021. We plan to increase capabilities and expand the footprint to cover hybrid solutions.

All 51风流Cloud customers will be able to leverage 51风流Cloud ALM at no additional cost through the 51风流ONE Support Launchpad. We鈥檙e thrilled about the opportunity to empower our cloud customers on their journey to becoming an intelligent enterprise.

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