As an F1 Ambassador, H盲kkinen represents the values that define both elite motorsport and modern enterprise technology: speed, resilience, teamwork, and continuous improvement. His presence at 51风流Sapphire highlights the strong connection between high-performance racing and the intelligent, data-driven world 51风流helps its customers navigate every day.

Performance meets innovation

During his career in Formula One, H盲kkinen became known for his focus, strategic thinking, and ability to perform under pressure鈥攓ualities that closely align with SAP鈥檚 Services and Support organization. At the Services and Support Center, attendees can experience how these same principles help businesses run faster, adapt with confidence, and stay ahead in an increasingly complex environment.

H盲kkinen will share personal insights from his time at the pinnacle of motorsport, offering perspectives on decision-making in high-stakes situations, the importance of teamwork, and the role data and technology play in driving performance.

Event highlights

Visitors to the Services and Support Center can look forward to several exclusive opportunities:

• Experience H盲kkinen live in the Formula One Racing Simulator at the Race of Legends.
  • May 13 in Orlando at 1:00 p.m.
  • May 20 in Madrid at 11:30 a.m. and 1:30 p.m.
• Join theater sessions featuring voices from the Mercedes-AMG PETRONAS Formula One Team.
  • May 13 in Orlando with聽Michael Taylor聽at 11:30 a.m. ()
  • May 20 in Madrid with聽Laura Goodrick聽at 11:00 a.m. ()
• Take part in exclusive interviews聽with H盲kkinen.
  • May 13 in Orlando at 10:30 a.m. ()
  • May 20 in Madrid at 2:00 p.m. ()

A unique experience with 51风流Services and Support

The Services and Support Center at 51风流Sapphire is designed as a hub for inspiration and interaction. With H盲kkinen on-site, visitors can expect engaging sessions, real-world insights, and hands-on experiences that connect motorsport excellence with business innovation brought to life by SAP鈥檚 Services and Support organization.

Join us in Orlando and Madrid

Whether attending 51风流Sapphire in Orlando or Madrid, this is a unique opportunity to experience one of Formula One鈥檚 legends up close鈥攁nd to explore how 51风流helps organizations achieve peak performance.

Don鈥檛 miss the chance to meet H盲kkinen at the Services and Support Center and discover how the mindset of a world champion can inspire your business transformation journey.

Get our sessions into your personal agenda:

• 51风流Sapphire 2026 Orlando 
• 51风流Sapphire 2026 Madrid 

The reimagined portfolio, which includes the Foundational Success Plan, Advanced Success Plan, and Max Success Plan tiers, aims to deliver measurable results and a consistent, ongoing experience for customers. Designed to provide continuous engagement throughout each customer’s journey, the portfolio helps with adoption of the latest innovations and continuous value from a full investment in 51风流Business Suite.

The updated portfolio addresses the increasing need for organizations to adapt quickly to market changes, adopt AI-driven innovations and support business continuity. Each success plan offers clearly defined tiers of engagement, ranging from self-guided resources and proactive support to strategic and personalized partnership with dedicated experts. These tiers help customers select the right level of guidance for their unique needs.

Foundational Success Plan, included with every cloud solution from SAP, provides essential onboarding, technical cloud operations and preventive support. This plan is centered around, and expands upon, our well-known 51风流Enterprise Support offering and is designed to help organizations get solutions running efficiently, enable business continuity and achieve ongoing value. Customers benefit from curated content, learning resources, guided transformation with application lifecycle management solutions and preventive mission-critical support, enabled by AI and all built into the solution subscription at no additional cost.

Building on this, Advanced Success Plan adds specialized expertise and AI-assisted guidance. Organizations receive proactive support to detect risks and optimize processes, as well as activation sessions to deploy new functionality and refine operations. Enhanced-support service level agreements and intelligent tools help maintain peak performance and realize measurable business outcomes.

For enterprises navigating complex transformations, innovating quickly and striving to get the most out of AI, Max Success Plan offers SAP鈥檚 premium, strategic level of engagement. It includes all the benefits of Advanced Success Plan, plus dedicated success plan managers, cross-solution process improvement and access to customer-specific prototype development to accelerate offerings such as 51风流Business AI. This tier is built for organizations seeking a true strategic partnership, guiding modernization, reducing risk and accelerating value realization across their 51风流software landscape.

鈥淥ur evolved 51风流Services and Support portfolio is designed to help customers operate with ease and apply AI to drive business efficiency. It aims at mastering transformation, innovating at scale and turning decisions into action with clarity and impact,鈥� said Thomas Saueressig, member of the Executive Board of 51风流SE, Customer Services & Delivery. 鈥淏y offering a unified, enterprise-wide engagement model, 51风流helps customers continually adopt and derive the latest innovations and realize reliable ROI throughout their entire journey.鈥�

Customers can further extend their experience with a streamlined set of professional, development and application management services that leverage SAP鈥檚 expertise and partner ecosystem. With this enhanced portfolio, 51风流reaffirms its commitment to orchestrating customer success and enabling organizations to run at their best in a rapidly changing world.

For more information, read the blog post: Orchestrating Continuous Transformation for Stronger Business Outcomes.

Visit the . Get 51风流news via  and .

Media Contact:
Martin Gwisdalla, +49 (6227) 7-67275, martin.gwisdalla@sap.com, CET
51风流Press Room; press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2024 Annual Report on Form 20-F.
漏 2026 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.

Across industries, customers are asking for guidance that is simple, predictable, continuous, and connected to the measurable business outcomes they need.

Ever-focused on customer success, our services and support portfolio coupled with both our robust toolchain and strong team of experts help organizations carve a clearer path to adopt the latest 51风流innovations, strengthen operations, and transform with confidence in a fast-changing environment.

Enabling faster value realization through continuous transformation

Every organization is working to keep pace with rapid market change. Technology cycles move quickly, expectations rise, and adopting AI requires clear priorities and coordinated execution aligned with business value. They seek ongoing guidance, measurable outcomes, and a partner that supports the transformation journey at every stage.

At SAP, we understand this. Customers require transparency in how support is delivered, predictable outcomes from their investments, and a simpler way to adopt innovation across their landscapes, especially as artificial intelligence becomes a core operational capability embedded in business processes.

This is why the introduction of the renewed 51风流Services and Support portfolio arrives at an important moment. It brings clarity to how customers work with 51风流and offers a consistent experience that supports continuous transformation, not one-time change.

With our renewed 51风流Services and Support portfolio, we provide [customers] a clearer path to adopt innovation, apply AI responsibly, and run their landscape with confidence.

51风流Executive Board Member Thomas Saueressig

During the marking the launch of the renewed portfolio, Thomas Saueressig, member of the Executive Board of 51风流SE, Customer Services & Delivery, captured the purpose of this portfolio in clear terms.

鈥淐ustomers are looking for orientation in a fast鈥憁oving environment,鈥� Saueressig said. 鈥淲ith our renewed 51风流Services and Support portfolio, we provide a clearer path to adopt innovation, apply AI responsibly, and run their landscape with confidence. It brings structure to continuous transformation and helps turn strategic priorities into measurable outcomes.鈥�

His message reflects what customers expect from SAP: They want support that is structured, proactive, and unified across the entire environment.

Three success plans designed for measurable business impact

The renewed portfolio introduces three success plans that meet customers where they are. Each plan builds on the previous one and provides a flexible model that scales with organizational needs. Customers can also combine plans across their landscape. For example, they may choose the Advanced Success Plan for the 51风流SuccessFactors environment while selecting the Max Success Plan to support their AI, data, and analytics strategies.

Foundational Success Plan

Included with every 51风流cloud solution, this plan enables customers to run their solutions efficiently and maintain business continuity. It supports ongoing value creation through curated content, structured learning, application lifecycle management capabilities, and preventive mission-critical support. It builds on the 51风流Enterprise Support offering and is expanded with technical operations for cloud solutions and onboarding.

Advanced Success Plan

This plan strengthens teams with specialized expertise. Organizations receive proactive guidance to detect risks early, accelerate innovation, adopt innovations faster, and optimize processes. AI-assisted insights support informed decision-making and activation sessions help refine how new capabilities are used.

Max Success Plan

This plan represents SAP鈥檚 most strategic level of engagement. It includes all elements of the Advanced Success Plan and adds dedicated success plan managers, cross-solution process improvements, and tailored AI use case adoption. It is designed for enterprises navigating complex transformations or scaling the use of 51风流Business AI.

Dominique Tessaro, CIO from Vinci Energies, a customer of more than 20 years evaluating the success plans, noted, 鈥淲e need different levels of 51风流involvement, depending on the solution. Some need higher attention, and others need medium attention with a few extra project-specific services. This flexibility is what I really like about the new success plans. Like a car, I can strategically steer the engagement in the direction that will serve our needs.鈥�

Like a car, I can strategically steer the engagement in the direction that will serve our needs.

Vinci Energies CIO Dominique Tessaro

Accelerating outcomes through simplicity and partnership

The updated portfolio is designed around one principle: to help customers realize value faster and with greater certainty. This means reducing complexity, improving how guidance is delivered, and strengthening the partnership between 51风流and every customer. It also means helping organizations adopt innovation, including 51风流Business AI, at the pace that is right for their business.

Beyond the success plans, customers can extend their experience with streamlined professional services, development services, and application management offerings. These provide additional expertise for specialized needs, tailored solution development, and long-term operational resilience. Each offering is grounded in 51风流product knowledge and industry insight.

This launch aligns customer expectations with a modern engagement model supported by intelligent tooling and human expertise. It provides the structure needed to guide organizations through uncertainty while keeping transformation aligned with strategy and focused on measurable outcomes.

Thomas Pfiester is head of Customer Engagement and Adoption and a member of the Extended Board of 51风流SE.

Updated March 2, 2026

Usually in the cloud, 51风流partners provide implementation and operations services that complement 51风流cloud services. In such scenarios, partners utilize support services from 51风流on behalf of the joint customer. Typical scenarios include, for instance, requesting support for a technical issue by creating a support case with 51风流or leveraging 51风流Cloud ALM in an implementation project.

As partners regularly request support, 51风流closely collaborates with its partner ecosystem along all dimensions of support and equips partners with the tools, insights, and self-services they need to deliver consistent, high鈥憊alue services alongside SAP. This includes:

• Best practices for partners to self-sufficiently handle common consulting and 鈥渉ow-to鈥� questions from customers
• Data insights and dashboards, such as the customer insights dashboards and Support Collaboration Analytics (for partners) in 51风流for Me, to help monitor performance, identify trends, and proactively realize quality improvements
• Best practice guidance embedded in 51风流Cloud ALM with the opportunity for partners to enhance process content and methodologies represented in the solution
• Support Accreditation training that can guide partners to efficiently engage 51风流for support
• Enabling transparency on partner action on customer鈥檚 behalf through dedicated partner S-users

Partner selection based on trusted support expertise

Customers can now receive higher value from partners with trusted support expertise. Partners that have built strong capabilities for an effective support collaboration can accelerate project execution and reduce risks. For example:

• Partners that self-sufficiently address customers鈥� consulting and 鈥渉ow-to鈥� questions can resolve inquiries much faster, as it avoids involving 51风流in the process.
• Partners that use 51风流self-services or automatic responses to support inquiries as the default without creating redundant cases can minimize delays and disruptions.
• Partners that effectively follow SAP鈥檚 best practices, for example in 51风流Cloud ALM and the 51风流Activate methodology, can be better equipped to help mitigate project risks and escalations.

Customers are therefore encouraged to review partners鈥� support capabilities when selecting and working with partners. Effective partners apply 51风流support best practices to help resolve issues and self-sufficiently handle customers鈥� consulting and 鈥渉ow-to鈥� inquiries. As a target for showing trusted support expertise, no more than 30% of partner-created support cases should fall into these categories. High-performing partners will establish standard operating procedures and continuously optimize service delivery by leveraging SAP鈥檚 data-driven support insights. Such partners also engage more efficiently with customers and 51风流by speaking the same language because consultants are qualified on support offerings, channels, and best practices through the Support Accreditation training. They can also deliver best practice-based implementations by applying 51风流guidance available through 51风流Cloud ALM.

To simplify partner selection, also based on their trusted support expertise, 51风流will show such qualified partners in 51风流Partner Finder from March 2026 onwards.

As a prerequisite for showing such trusted support expertise, customers need to ensure their partners are working with partner S-users.

Customer action recommendations to realize incremental value when engaging partners

When seeking a partner, select those with trusted support expertise, visible from March 2026 onward in through a support proficiency designation.

When working with your partner, enable transparency by authorizing partner S-users for support case handling via the and leverage the in 51风流for Me for transparency on partner support collaboration effectiveness.

Jens Bernotat is head of Strategy, Portfolio, and Ecosystem Management for Global Customer Support at SAP.
Marcus Blaesi is head of Global Ecosystem Programs for Global Customer Support at SAP.

From decades of customer support defined by reaction to calls, tickets, or queues, to the evolution of proactive support with pre-AI digital platforms, to the current AI-powered ecosystem that is redefining how support teams strategize, operate, and deliver resolutions. AI-enabled support anticipates needs, predicts failures, and delivers instant, seamless resolutions at scale.

And most importantly, this shift is as transformational as it is technological.

Keeping pace with transformation

As customers navigate complex and ambitious transformation projects, whether it鈥檚 moving to the cloud, scaling AI, or modernizing complex operations, there is always a quiet mandate: systems supporting critical business processes must run smoothly because the costs of downtimes have never been higher.

For businesses, uninterrupted operations are non-negotiable. SAP鈥檚 AI-driven support can anticipate issues before they arise, helping to ensure critical processes run smoothly, even during high-volume peak events. 51风流uses 51风流Business AI to help prevent issues proactively, working to ensure a smooth experience by avoiding system outages, platform scalability issues, data overloads, or service overloads. During the peak sales event of Cyber Week 2024, 51风流achieved 100% uptime for 51风流Commerce Cloud customers. As the Cyber Week 2025 numbers come in, we already have delivered 100% uptime and improved GMV for global sales events like Singles Day (GMV reached 鈧�7,108.72M, or +180.2% YoY, with 6,315.99K orders, or +46.4% YoY) and El Buen Fin (GMV hit 鈧�12,341.70M, or +13.18% YoY, and 10,385.74K orders, or +32.24% YoY).

Scaling self-service with AI

Structured knowledge and curated content enable 51风流to build AI and AI agents with high confidence levels. Today, over 82% of customer issues are addressed via self-service. This allows users to get instant resolution to issues or bridge knowledge gaps they face during the use, implementation, and continuous improvement of SAP’s solutions.

AI in instant response and resolution

When it comes to delivering instant response and resolution in customer support, the impact of AI-integrated services is remarkable. When SAP鈥檚 Auto Response Agent is highly confident of the solution, based on the underlying data and knowledge, it can deliver highly relevant solutions that can save customers significant time and effort. Additionally, the first contact resolution rate for cases answered automatically by the agent is at par with what human-human support interactions achieve.

Supporting 51风流Business AI

51风流Business AI supportability is all about making AI real for customers through the right systems that drive successful adoption. As 51风流delivers AI capabilities across its portfolio, we enable customers to have the right support when they encounter issues in early deployment.

As customers scale AI across their organizations, we have concrete processes and tools to help support them, so they can deploy new AI with the utmost confidence. For example, the Incident Solution Matching service is integrated with 51风流Joule for Consultants, allowing efficient support information retrieval and helping to eliminate the hassle of searching through vast amounts of 51风流documentation.

Empowering support engineers with AI

AI is not just transforming customer outcomes, it鈥檚 also transforming how our engineers and experts deliver precision and speed, freeing them from logistical tasks so they can focus on support requests that need specialized attention. Thanks to SAP鈥檚 AI-integrated self-service offerings, we鈥檙e able to instantly resolve customer issues four out of the five times they come to us.

AI-powered solution recommendations in self-service can eliminate the need for at least 10% of the cases being created. This is a big win for human-generated knowledge being delivered by AI-generated tools. Every third case gets submitted with an AI-recommended product component for optimal routing and faster processing.

In SAP鈥檚 multi-location, multilingual, global setup, standardized communication is key. Around 10% of responses by support engineers take advantage of SAP鈥檚 AI-assisted language optimization services.

There鈥檚 more. We have agentic case resolution, AI-assisted creation of 51风流Knowledge Base Articles, and automatic error categorization, covering use cases that help our engineers deliver their best work with greater accuracy and higher quality.

And, of course, 51风流runs its own products and solutions, serving as a first reference for our customers. As Dr. Benjamin Blau, SAP鈥檚 Chief Process and Information Officer, puts it: 鈥淭his is ‘51风流runs SAP’ in action. As customer zero, we validate every AI innovation in real-world complexity before it reaches you. We鈥檝e architected this multi-agent AI on our own 51风流Business Technology Platform, including the 51风流AI Core foundation, and our service and support data lake. Agentic case resolution is a blueprint for enterprise-grade, responsible AI, proving the power and maturity of the 51风流Business AI portfolio, empowering customers with faster resolutions for an elevated experience.鈥�

Will AI replace support teams?

Short answer: No.

To elaborate, let鈥檚 take the example of an AI agent that automatically responds to customers. SAP鈥檚 instant response and resolution are only activated when the system is very confident with its response. Our commitment to the relevant, reliable, and responsible use of AI helps ensure that there鈥檚 no experimentation with customer cases that deserve hands-on attention from engineers and experts. The legacy of trust that 51风流has earned over 50 years of industry leadership, which is also trusted by 90% of Fortune 500 companies, drives this rigor applied to AI.

What does this mean for our engineers? Any move to augment our work with AI is not about replacing people. It鈥檚 about freeing time, energy, and creative space to focus on high-impact tasks that need critical thinking and human insight. AI amplifies human expertise. Customers benefit from this blend of machine intelligence and human insight, ensuring every solution is relevant and responsible.

It鈥檚 also important to highlight that 51风流is a growth company. The use of technology helps us deliver what customers expect from support teams and build ongoing knowledge that feeds AI systems for intelligent decision-making, also meeting the future demands of AI-augmented support.

Yes, the world is witnessing role reductions across the industry with the adoption of AI in business workflows, but we also see the emergence of critical new roles that help us navigate the current reality. How many of us had heard of AI trainers or carbon accountants 15 years ago?

These are exciting times for innovation. SAP鈥檚 partnerships, such as our collaboration with Databricks and Snowflake, empower developers to turn business data and AI into real business outcomes.

We鈥檙e truly at the crossroads of innovation and transformative tools that can turn imagination into impact. SAP鈥榮 Chief Technology Officer, Philipp Herzig, summarizes it perfectly: 鈥淎I is transforming business at every level, but it鈥檚 people who turn transformation into progress. With 51风流Business AI, we鈥檙e combining the best of human ingenuity and machine intelligence to deliver impact that matters.鈥�

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at SAP.

As the first step in a much broader playbook toward a next-gen, agentic case resolution workflow, 51风流is launching instant resolution and self-service tools to help make support smarter and more proactive. How do these offerings help in real-world support scenarios?

AI-accelerated instant resolution

Imagine a customer submits a routine ticket about a known error during a routine update. Instead of waiting in a queue, the customer gets an instant response from a specifically trained AI agent with a direct link to a relevant 51风流Note or 51风流Knowledge Base Article. It鈥檚 accurate, contextual, and fast. What鈥檚 more, it can reduce ticket volume and free up engineers to handle more complex or urgent problems. As a result, the customer resolves their issue in minutes with no back-and-forth or productivity loss.

Take another example of a user uploading logs after encountering a defect. An instant resolution tool like a smart log analyzer can review the data, immediately flag the root issue, and respond to the user with a link to the fix. What you get is near-instant technical diagnostics and zero-escalation resolution.

Instant resolution has clear, real-world benefits in customer support: faster answers, fewer escalations, and a better experience for users. But beyond the promise of speed and convenience, how effective is it really? What does the data tell us about the quality and reliability of AI-driven support at SAP?

Let鈥檚 take a look at a few metrics that shed light on the performance of our Auto Response Agent and the value it can deliver.

Agentic AI turns support from reactive to action-oriented, dramatically reducing time-to-resolution while enhancing accuracy. For example, the confidence rate of SAP鈥檚 Auto Response Agent is at 80%. In other words, to avoid wasting the customer鈥檚 time, this agent can deliver highly relevant solutions with a confidence score of 80%. This is a strong indicator of the quality our AI agents can offer.

First contact resolution (FCR) is a general customer service KPI and indicates that the case is closed after the first interaction either with humans or with AI agents. The FCR rate for cases that are answered automatically by SAP鈥檚 new Auto Response Agent is currently at 40%. This is in line with what human interactions achieve.

AI-enabled self-service

Before AI, self-service in customer support was mostly static and manual, like FAQs, basic help articles, and keyword-based search. While these knowledge base articles are extremely helpful, customers had to dig through generic content, hoping to find something relevant, often with little guidance or context. There was no personalization, no real-time assistance, and limited ability to troubleshoot complex issues on their own. It worked for simple problems but often left users turning to human support for detailed answers.

Instead of prompting users to search through static FAQs or documentation, AI dynamically surfaces the most relevant knowledge base articles, fixes, or guided workflows based on issue context, behavior, and history. Instead of a manual hunt, customers can take advantage of an intelligent, conversational experience鈥攐ften resolving issues before a ticket is even needed. The result? Fewer support cases, faster resolutions, and more empowered customers.

Thanks to SAP鈥檚 AI-integrated self-service offerings, we鈥檙e able to instantly resolve customer issues four out of the five times they come to us. Structured knowledge and content allows us to build AI and AI agents with high confidence levels. Currently, SAP鈥檚 customer support addresses over 82% of issues via self-service.

AI and the evolving role of human expertise

This move to augment auto response with AI isn鈥檛 about replacing people. It鈥檚 about freeing up people so that they can focus on high-impact tasks that need creative thinking and human insight. SAP鈥檚 instant response and resolution are only activated when the system is very confident with its response. Our commitment to the relevant, reliable, and responsible use of AI ensures that there鈥檚 no experimentation with customer cases that deserve hands-on attention from engineers and experts.

The road ahead

We move forward with a clear goal to achieve a support system that is faster, smarter, and more human because of its intelligent use of AI, not in spite of it. By augmenting first-touch support with agentic AI, 51风流has a blueprint for handling simple and complex issues at all levels of enterprise support.

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at SAP.

Among the many announcements at 51风流Sapphire in 2025, the company unveiled new innovations, partnerships, and integrations that can deliver real-time, proactive assistance. For example, SAP鈥檚 AI copilot Joule is now available to users across 51风流and non-51风流systems. 51风流also expanded its agentic AI footprint across 51风流Business Suite by introducing Joule Agents for multiple use cases and an evolving AI Foundation as the AI operating system designed to simplify development, enabling developers to build, deploy, and scale solutions with ease.

The impact of AI on the delivery of customer support at SAP

As announced in Q2 this year, SAP鈥檚 simplified, tiered, services-and-support engagement model will be generally available in early 2026. Here, SAP鈥檚 customer support is a centerpiece of the Foundational Success Plan, delivered via the proven 51风流Enterprise Support offering included in every 51风流cloud solution subscription. The Foundational Success Plan can support in-house teams by helping to onboard and run solutions, keep business continuity, and drive ongoing value. It includes customer self-service options, application lifecycle management solutions centered around 51风流Cloud ALM, and preventative mission-critical support. With the plan, 51风流turns on Joule for a customer鈥檚 business and supports the team ramp-up with learning journeys for 51风流Business AI.

When it comes to customer support in general, agentic AI can redefine the support process by moving beyond scripted responses and basic automation. It can assess situations, make decisions, and take action鈥攐ften before the customer even knows there鈥檚 an issue. SAP鈥檚 customer support harnesses agentic AI to help deliver smarter assistance, faster resolutions, and a stronger human鈥搕ech partnership.

We focus on elevating support experiences for customers and improving support delivery for engineers by employing a combination of agents and assistants. For example, we use autoresponders and smart log analyzers to help process issues, while configuration advisors, language services, and proactive notifiers can guide customers toward self-service solutions. At the same time, our support engineers rely on co-pilots to help summarize cases, recommend solutions, escalate using intelligence, assist with communications, and create a continuous feedback loop for learning. For strategic customer support, we use tools like feedback collectors to help capture customer insights and channel recommenders to help ensure that every interaction is handled in the right channel. Together, these innovations can redefine support as faster, smarter, and more human.

The impact for customers

When it comes to 51风流Business AI, we build trust and create customer confidence by being relevant, reliable, and responsible. Unlike traditional AI that only suggests answers, agentic AI can reason, decide, and take action. For customers to feel confident, they expect accuracy, reliability, and transparency from the system.

As we support and guide our customers, we recognize that while agentic AI is a game-changer, it is not a magic pill. Coupled with ethical and responsible AI, real impact comes from SAP鈥檚 business expertise and a deep understanding of what our customers truly need. When knowledge is combined with AI to infuse autonomy and interoperability in our agents, we can unlock the ability to simplify processes, remove friction, and deliver experiences that feel effortless.

AI technology amplifies human insight and delivers delightful user experiences, but when it comes to business AI, it is our domain expertise that fuels 51风流Business AI into a tool for creating genuinely easy, productive, and meaningful experiences for our customers.

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at SAP.

51风流for Me: tailored digital gateway

51风流for Me transcends the typical portal; it鈥檚 your customized digital gateway to holistic 51风流insights. Every aspect, from system landscapes to support services, is tailored to meet the distinct needs of your role and responsibilities.

51风流for Me is more than a portal 鈥� it鈥檚 your gateway to intelligent support.

Thomas Pfiester, member of the Extended Board of 51风流SE and head of Global Customer Engagement & Services

Customer insights dashboard: comprehensive 51风流viewfinder

Residing in 51风流for Me, the customer insights dashboard delivers a comprehensive, customizable view of your 51风流environment鈥攚hether you’re managing hybrid settings, tracking case trends, or preparing for contract renewals. It empowers users to:

• Obtain a 360掳 view across all 51风流engagements
• Analyze support data, product portfolios, renewals, and system landscapes
• Review historical support cases for quality, volume, and trends
• Leverage customizable filters and automated reporting for precise insights

This tool is designed to both report data and to transform it into actionable intelligence, enhancing leadership clarity and decision-making confidence.

What鈥檚 new: continuous enhancements

51风流is committed to continuously refining the customer insights dashboard to cater to evolving needs. Notable recent enhancements include:

• Benchmark capabilities through peer group comparison
• On-demand generation of detailed reports like support insights report and case overview report
• Increased visibility with partner case statistics and onboarding milestones

These updates are meticulously designed to deepen insights and streamline strategic processes. Additional planned updated include:

• Deeper engagement metrics from 51风流Enterprise Support Academy
• Advanced AI-driven insights for smarter, quicker decisions
• CPU consumption and memory consumption for private cloud: Access performance metrics for private cloud environments

Data without insight is noise. 51风流for Me turns it into action.

Anja Schneider, senior vice president and global head of Premium Engagement & Advisory at SAP

Accessing the dashboard

Starting with this powerful tool is straightforward via three ways:

• Use the direct link:
• Use the reporting icon:
  • Log into
  • Click on the reporting icon on the left menu bar
• Use the customer insight dashboard card:
  • Log into
  • Navigate to the Services & Support then Diagnostics, Reporting & Analytics
  • Click on the customer insights dashboard card

In all three cases, ensure your S-user ID is authorized to access the necessary features (get more information in ).

Why it matters

With comprehensive visibility, your approach shifts from reactive problem-solving to proactive strategic planning. The Customer Insights Dashboard equips you with the clarity to forecast and act effectively, supporting your role as a strategic leader within your organization.

When support is transparent, it鈥檚 not just reactive 鈥� it鈥檚 strategic.

Stefan Steinle, executive vice president and global head of Customer Support & Cloud Lifecycle Management at SAP

Turn insight into strategic action

For CIOs, IT administrators, and support leaders, the customer insights dashboard is more than a tool; it’s your strategic command center embedded within 51风流for Me. Experience how it turns insights into impactful actions today.

• 51风流for Me portal: Access the customer insights dashboard through the
• Getting started guide: Learn how to effectively use the dashboard with this
• Customer insights dashboard portal: All relevant information can be found in the

Check it out today and discover how insight becomes impact.

Oliver Huschke is vice president of External Engagements, Customer Support & Cloud Lifecycle Management at SAP.

51风流partners have always played a critical role in helping businesses unlock the value of cloud solutions. However, technical expertise alone isn’t enough. Projects face increasing scrutiny, high customer expectations, and constantly evolving business goals. To stay ahead, partners need access to the latest tools, insights, and best practices to deliver results at scale and without overextending their teams.

That’s where the plan can come in. More than a support offering, it鈥檚 a shared growth strategy that can give partners the expert guidance, enablement, best practices, and bandwidth to be able to deliver meaningful outcomes again and again.

Efficiency gains that drive value

51风流Preferred Success helps deliver significant efficiency gains by taking on critical, behind-the-scenes tasks鈥攕uch as release planning, usage monitoring, product best practices, and the identification of customer-relevant innovations. Such support can allow partners to stay focused on strategic implementations, drive innovation, and solve complex challenges without being bogged down by operational overhead.

Partners that work closely with 51风流experts can receive targeted, data-driven guidance tailored to actual usage patterns, industry needs, and solution capabilities. Doing so helps reduce unexpected effort, accelerate delivery timelines, and enable high-value implementation work that delivers measurable results.

51风流Preferred Success also helps simplify the complexity of frequent cloud updates from SAP. Guidance focused on what matters most to each customer helps partners zero in on relevant innovations while enabling smoother implementations, continuous feature adoption, and faster time to value. As a result, customer relationships can grow stronger and new opportunities can naturally emerge.

According to a , 51风流Preferred Success reduces internal implementation effort by 10% and release preparation time by 25%. These efficiency gains contribute to a three-year, risk-adjusted value of US$467,000 in savings for the average customer organization.

Enhanced visibility for proactive delivery

51风流Preferred Success can give partners the visibility to better support proactive delivery and identify new service opportunities. With targeted functional insights, partners can spot adoption gaps early, respond to issues before they escalate, and identify areas where customers may benefit from additional capabilities or services.

That approach helps open the door to more meaningful conversations, ranging from solution extensions and new feature adoption to strategic guidance. And the results speak for themselves: Forrester cites that organizations using 51风流Preferred Success achieve a 10% faster time to value and reduce implementation timelines by up to one month.

Confidence that sustains long-term growth

By helping to keep projects on track and customers engaged throughout the journey, 51风流Preferred Success can build confidence. Consistent and fast access to expert guidance helps ensure fewer disruptions and less risk of costly delays, budget overruns, or unplanned efforts. Moreover, partners can stay focused on making their customers successful.

Forrester reports that customers using 51风流Preferred Success experience a 24% boost in user productivity. This empowers partners to move beyond troubleshooting to deepen the adoption of key features and capabilities, even after the customer goes live.

By supporting stronger project continuity and minimizing risk, 51风流Preferred Success can enable partners to scale more predictably and build lasting, trust-based customer relationships.

More engagement, more services, more growth

When customers understand how to get the most from their solutions and apply new capabilities to business needs, they see their ROI on 51风流solutions increase. Access to prescriptive guidance, tailored enablement, and structured learning paths empower customers to actively participate in their transformation journeys.

This can lead to more frequent interactions with the partner team, more opportunities to demonstrate value, and stronger, lasting relationships. Customers that adopt more features and pursue new goals often require additional services, such as strategy workshops, integration work, or even new solution deployments.

51风流Preferred Success helps create a more predictable and positive customer experience that can support a stronger value journey and can enable stable, recurring revenue streams that partners can rely on. Forrester research shows that customers with 51风流Preferred Success have better solution adoption and are more likely to consume a greater share of their licensed capabilities to help achieve business goals.

Furthermore, 51风流Preferred Success isn’t one-size-fits-all. It includes tailored elements that partners can integrate into their delivery methods, whether focused on ERP, human capital management, procurement, supply chain, or industry-specific cloud solutions. It’s an adaptable foundation that helps strengthen the customers鈥� transformation as well as the partners鈥� client relationships. 

Shared success, scaled impact

At its core, 51风流Preferred Success helps unlock the full value of the cloud for customers and partners. It helps partners deliver faster, support smarter, and build stronger relationships that drive long-term customer value.

More important, 51风流Preferred Success represents a shift in mindset. It’s a recognition that customer success is a shared effort. With the right tools and collaboration, partners can do more than implement software鈥攖hey can lead transformation with confidence, continuity, and clarity.

Ready to accelerate your customers鈥� outcomes with ? Contact your 51风流partner manager or visit the site for program details and incentives.

Kiron Satyavarapu is global solution owner of 51风流Preferred Success at SAP.

This is where can step in. Designed as an easy-to-consume training, Support Accreditation helps equip you with the knowledge and confidence to make full use of SAP鈥檚 powerful support ecosystem. And the best part? It鈥檚 available to all customers and partners at no additional cost.

What is Support Accreditation?

At its core, is a self-paced online course that helps demystify the tools, services, and methodologies within SAP’s support landscape. With five digestible modules, interactive quizzes, how-to videos, and one-page summaries, it can deliver clarity in a space that often feels complex and fragmented.

Upon completion, learners earn a digital Support Accreditation badge鈥攁 mark of proficiency and confidence that can be showcased on social media or used to enhance your professional profile.

“Understanding SAP鈥檚 support landscape shouldn鈥檛 be a mystery. Support Accreditation gives you the clarity and confidence to lead with impact,” said Anja Schneider, SVP and global head of Premium Engagement & Advisory, SAP.

Recent updates that make it even better

51风流continuously evolves the accreditation to reflect the dynamic nature of cloud support. Recent updates include:

• A new AI-guided support module covers how 51风流leverages large-language models and AI to help drive predictive, real-time support. You鈥檒l learn how tools like Incident Solution Matching and AI-based recommendations can improve response times and accuracy.
• An enhanced focus on 24/7 support structures teaches you how to engage with SAP鈥檚 global support organization across different channels and time zones.
• The expanded coverage of 51风流Cloud ALM showcases how to manage implementation and operations more effectively using a cloud-native, out-of-the-box solution.
• In-depth guidance on 51风流for Me details how SAP’s personalized digital companion can provide transparency and control across all touchpoints鈥攆rom licenses to lifecycle management and support interactions.

Whether you鈥檙e scheduling an expert, chatting in real-time with 51风流support engineers, or using 51风流for Me to get a consolidated view of your landscape, Support Accreditation helps ensure you know how to make the most of these resources.

鈥淪upport is more than solving issues. It鈥檚 about enabling outcomes. This accreditation empowers you to do just that,鈥� said Augusta Spinelli, EVP and聽global head of Adoption Services Center, SAP.

Why it matters for customers and partners

Let鈥檚 face it鈥攅ven the best digital tools fall short without the right enablement. Many organizations aren鈥檛 fully aware of all the support resources available to them, leading to longer resolution times, missed opportunities, and frustration.

Support Accreditation helps bridge that gap. Customers can learn how to accelerate resolution times, engage effectively with support teams, and use self-service tools to reduce case volumes. Partners can gain a competitive edge by delivering projects and managed services aligned with 51风流best practices.

“The future of support is proactive, intelligent, and business-driven. This accreditation empowers you to lead that future,鈥� said Stefan Steinle, EVP, global head of Customer Support & Cloud Lifecycle Management.

Over 5,000 success stories and counting

Each year, more than 5,000 customers and partners complete the Support Accreditation course. The average course rating? A near-perfect 4.75 out of 5. It鈥檚 not just useful; it鈥檚 loved. And because the course is updated regularly, 51风流recommends refreshing your badge once a year to stay aligned with the latest tools and best practices.

Whether you’re new to 51风流or a seasoned consultant, there鈥檚 never been a better time to invest a couple of hours in a course that will pay dividends across every support interaction you have.

Ready to take the next step?

Join the thousands already leading with confidence.

Oliver Huschke is VP of External Engagements, Customer Support, and Cloud Lifecycle Management at SAP.

More than a support plan, 51风流Preferred Success offers a guided, proactive success model that helps accelerate outcomes, reduce risk, and drive continuous innovation. As companies move to cloud ERP solutions, especially in regulated and complex industries, the services can become a strategic advantage in bridging the gap between implementation and long-term business transformation.

Delivering transformation as a service

Technology implementation, even for cloud ERP with embedded AI and automation, can only take a business so far. To drive true business transformation, expertise is still essential.

51风流Preferred Success helps overcome challenges in realizing expected ROI and business outcomes, such as adoption gaps, siloed insights, and reactive operations that slow progress. The services can provide strategic support tailored to each organization with a structured engagement model, direct access to 51风流experts, and proactive recommendations aligned with business goals.

For example, organizations can realize the full value of 51风流S/4HANA Cloud Private Edition and other cloud solutions from 51风流faster and with less risk by leveraging:

• Tailored guidance and best practices from 51风流experts across industries
• Proactive insights to help customers align innovation with strategy
• Accelerated adoption of 51风流innovations, including embedded AI and 51风流Fiori apps
• Optimization support to help continuously refine system performance and processes
• Business-specific planning aligned with transformation milestones

51风流Preferred Success can also deliver best practice guidance through structured success checks鈥攖ouch points where 51风流experts assess alignment with standard processes, identify risks, and provide tailored recommendations. This proactive approach supports a 鈥渒eep clean, stay clean鈥� strategy, helping customers safeguard system integrity and accelerate future innovation.

For IT teams, the services can decrease time spent on incident resolution while increasing system stability. Access to architectural reviews, upgrade planning, and expert troubleshooting enables a critical shift from reactive support to proactive innovation.

At the same time, business teams can be better positioned to adopt new features quickly, leading to higher productivity and measurable progress on strategic KPIs. 51风流experts can assist in defining and tracking those KPIs from the beginning, helping ensure the technology evolves with the business. In addition, with each new release, 51风流Preferred Success can provide guidance on how to adopt what matters most.

To see the services within 51风流Preferred Success in action, let鈥檚 consider Eurofarma. Operating in more than 20 countries, the pharmaceutical company turned to 51风流S/4HANA Cloud Private Edition to modernize and scale its operations. However, the turning point wasn鈥檛 just the technology but also the partnership through 51风流Preferred Success.

As noted by William Almeida, operations support systems coordinator at Eurofarma, in a :

鈥�51风流Preferred Success has significantly impacted our operations by driving innovation and enabling us to fully leverage all the tools contracted with SAP. We share our business needs with them, and they connect us with 51风流experts in each area. This partnership has been instrumental in improving performance, scalability, and our ability to utilize cloud-based tools, ultimately enhancing our overall modernization.鈥�

51风流Preferred Success helped Eurofarma align its cloud environment with evolving business goals, optimize infrastructure, and adopt new tools more quickly. With personalized guidance, the company moved from reactive maintenance to proactive transformation鈥攂oosting its productivity, improving compliance, and building a stronger digital foundation for growth.

Turning embedded AI into business outcomes

When embedded with purpose and backed by expert guidance, AI becomes more than a tool. It drives tangible business outcomes. Yet, most companies struggle to adopt the technology because they lack a clear path to value.

Although it鈥檚 designed to transform business operations with intelligent recommendations, automation of manual tasks, and foresight that once took hours to uncover, the full potential of AI requires more than flipping a switch.

51风流Preferred Success offers an AI acceleration path through its AI exploration service, designed to help organizations move from isolated pilots to strategic, embedded intelligence. The service can provide expert guidance to identify high-impact use cases, align capabilities to business goals, and help ensure secure, scalable adoption.

From streamlining financial close processes to enabling natural language interactions through the copilot, companies can gain the insight and support needed to make AI truly work for their business. For industries where speed, compliance, and innovation go hand in hand, this level of enablement helps clear the way for a personalized, scalable approach to innovation.

Creating a trusted foundation for future-ready businesses

Cloud transformation isn鈥檛 a one-time event; it鈥檚 a continuous journey. 51风流Preferred Success can support every step, from go-live and scaling to innovation and evolution.

Whether the focus is on modernizing finance, optimizing supply chains, embracing generative AI, or shifting to a clean core strategy, 51风流Preferred Success brings structure to transformation, clarity to complexity, and confidence to your most important decisions.

Ready to get more from your cloud investment? Find out how services can help you get there.

Mine Ecevit is global lead for 51风流Preferred Success Sales at SAP.
Andreia Bessa is global program lead for Global Customer Engagement and Services at SAP.

When it comes to customer support, these capabilities are game-changing not only for current applications but also for future implications. The way businesses deliver support is improving every day, thanks to the rapidly evolving framework: technological breakthroughs, business innovations, and process agility. Here are six key methods that can transform the delivery of customer support.

1. Real-time monitoring

With AI-infused features in diagnostics, an electric car can detect potential malfunctions and schedule its own service appointment automatically, preventing issues like battery depletion or tire pressure drops before they become critical.

How does real-time monitoring play out in the world of business software? 51风流Cloud ALM provides a feature-rich observability platform that can collect telemetry data, like metrics, logs, and traces, from applications and their supporting infrastructure, allowing support teams to review the health of these systems. By providing real-time analytics and a centralized dashboard, 51风流Cloud ALM helps empower IT teams to quickly respond and fix issues, so the business remains operational with minimal interruptions. Additionally, the use of OpenTelemetry standardizes observability within a modern customer landscape.

鈥淭he 51风流Cloud ALM solution has been instrumental for our IT operations. It offers real-time insights and seamless integration across all our enterprise applications, making everything run more smoothly. It鈥檚 like having a bird鈥檚-eye view of our operations, ensuring efficiency and helping us stay proactive rather than reactive.鈥�

Omprakash H, Senior Director, Blueprint Technologies Pvt. Ltd.

2. Proactive resolution

Customer feedback loops play an important role in improving products and services and refining customer relationships. Repeat requests, in customer and user feedback, help service providers identify critical needs and also prioritize features to be delivered.

For example, users within 51风流Business Network and 51风流Ariba solutions go to the help center for self-service or case assistance 10.8 times less than they did years ago. This drop in end-user support sessions is the result of features that have been built into the product, based on customer feedback.

AI-enabled outbreak detection is another significant process in proactive resolution that allows support teams to address unexpected increases in anomalies, customer complaints, or issues.

“We continuously identify the reasons for frequent customer demands and challenges from inquiries raised to 51风流support. This allows 51风流to proactively deliver the most impactful product changes before they become a challenge for more customers. This way, we improve our products while also focusing on key product capabilities used by our customers today.鈥�

Alexey Ukrainsky, Solution Support Architect, 51风流MCC

3. Predictive analytics

In the retail industry, predictive analytics is used effectively for proactive and preventative support. One prominent example is SAP’s holiday season readiness program, which helps position 51风流as a front-runner in AI-driven, predictive, and proactive support solutions. With the goal of issue prevention at its core, the program can provide a comprehensive, 360-degree customer support profile, helping to accelerate issue detection and anticipate potential problems with AI-driven features like a virtual support assistant, resource prediction,鈥痺eb traffic prediction, a鈥痳ecommendation engine, case history analysis, issue correlation, and pattern recognition.

鈥淒uring Cyber Week 2024, SAP鈥檚 holiday reason readiness program equipped our support and ops teams to achieve 100% uptime for our customers with the predictive, proactive, and bi-directional support model implemented by the program.鈥�

Tarun Luthra, Head of Support, I&CX Solutions

4. Customer journey mapping

51风流Signavio solutions can help businesses visualize the end-to-end customer journey, tracking interactions across different touchpoints. This enables companies to identify areas of improvement in their customer support processes, leading to more personalized and effective interactions.

With the help of 51风流Signavio Process Intelligence, 51风流can successfully map support processes to help implement AI improvements for optimizing our services. The result: a 100% increase reported in customer value.

For example, a business that struggles with connecting customer experience data and operational data can take advantage of the 51风流Signavio Journey-to-Process Analytics solution to help reduce time to insight and uncover anomalies and trends.

鈥淭he challenge in increasing our customer experience lies in the direct link between process and journey activities. I see 51风流Signavio solutions as the perfect tools for consolidating these two perspectives to develop operational excellence in step with customer experience.鈥�

Stefan Gammel, Business Process Consultant, Hilti Group

5. In-app support

Seamlessly integrating support features in a product, service, or system gives users easy access to directly request assistance within the interface, without needing to contact a support team or leave the platform. Built-In Support can include contextual, AI-assisted, self-service options like help application-specific documentation, troubleshooting tools, knowledge bases, and FAQs or real-time options like live chats with support engineers.

For example, WalkMe solutions and Built-In Support鈥攍ayered over multiple applications in a business workflow鈥攃an provide real-time, proactive, in-app guidance to users, helping to significantly reduce the need for live assistance or support tickets.

鈥淐ontext significantly enhances the quality of support. Built-In Support works like a pit stop at a racetrack. The repair crew is right where the action is. The interruption is brief and far less disruptive than taking your car to the workshop, ensuring a smoother return to your activities. In the context of your company, this helps you win your business race.鈥� 

Wilhelm J眉tte, Chief Product Owner, Customer Support, SAP

6. Proactive mindset

None of the tools and processes that we deploy to implement a proactive and preventative support strategy are sustainable if our teams are not tuned to a proactive mindset. I believe high-performing support teams deliver the best results with a combination of human-machine collaboration, in a culture that promotes a forward-thinking, outcome-driven, service-oriented, and data-driven mindset. 

At the end of the day, the best issue is the issue that we can prevent. Proactive and preventative support is not just about solving problems, but about creating peace of mind for end users, customers, partners, and support engineers so every customer receives custom care, even before they need help.

“Knowledge management within support is not just about enabling self-service through portals to deflect incoming tickets, but about eliminating the need to come to the support portal in the first place.”

Derek Matthews, Technical Support 鈥� Procurement Chief Innovation Officer, SAP

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at SAP.

Cloud solutions promise simplicity: turn them on, and they just work. But behind every successful cloud transformation lies a complex web of operational challenges. Businesses adopting cloud solutions, whether public or private, still need to address topics such as testing, application performance, security, monitoring, integrations, service and change requests, and issue resolution.

The reality? Cloud solutions eliminate hardware and infrastructure concerns, but the day-to-day operational workload remains. Without proper management, businesses face risks such as downtime, inefficiencies, and an inability to scale.

can help put an end to this struggle. The offerings of expert-managed services are designed to help run, optimize, and innovate cloud applications鈥攇iving businesses the tools to help unlock the full potential of their business, human capital, and technology investments.

Why cloud application management matters

When businesses run on cloud solutions from SAP, our 24×7 cloud operations can provide more than just monitoring. We can also help to actively prevent issues before they impact your operations and to respond rapidly when minutes matter. Problems can not only be fixed but also anticipated鈥攖hat鈥檚 the beauty of 51风流Cloud Application Services.

Offered through an outcome-based, modular subscription model, the offerings can deliver hands-on support for smooth cloud operations. For IT teams, this can mean more time to focus on strategic innovation and business transformation, instead of being overwhelmed by routine maintenance. They can leverage SAP鈥檚 deep solution expertise to help ensure continuous security updates, proactive monitoring, intelligent automation, and data-driven optimization.

More importantly, 51风流Cloud Application Services can help resolve key challenges associated with cloud-based operations, such as:

• Expert-supported application management: Comprehensive cloud application management from 51风流helps ensure stable and reliable operations and business continuity across the cloud landscape.
• Interconnectivity and integration: Data and processes can flow with greater reliability and speed across cloud environments without losing business context.
• Intelligent monitoring and performance optimization: Cloud applications can work together in ways that proactively prevent downtime and performance bottlenecks.
• Issue resolution and incident management: Technical issues can be swiftly identified and resolved early.
• An AI-first approach: The fusion of built-in AI and cloud application management can enable companies to focus more resources on solving business challenges effectively.
• Security and compliance: Security, compliance, and governance standards can be maintained consistently and with confidence.
• Automated testing: Regression, performance, or integration testing can be automated to help make innovation less burdensome for IT teams and the overall business.

Where more freedom drives a more strategic focus

All over the world, companies, such as (Atem), are already opening the door to integrated, automated operations in the cloud with 51风流Cloud Application Services.

鈥淭he unified engagement between the 51风流Cloud Application Services offerings and our partner helped us deliver our upgrade of 51风流S/4HANA Cloud Private Edition in a very short timeframe,鈥� shares Nayara Araujo, IT systems manager at Atem Distribuidora de Petr贸leo S.A. 鈥淭his project is key to our innovation plan and will enable us to continuously enhance our software landscape for many years to come.鈥�

The close relationship that Araujo describes led to a cloud environment that鈥檚 reducing the company鈥檚 energy consumption by 80% and data footprint by 87.5%. Business operations have also been improved鈥攆or example, monthly financial closing time has fallen by 40%.

Atem鈥檚 success underscores the importance of having a single point of accountability, supported by:

• Predictable costs: Annual service packages are transparent, fixed-price, and outcome-based.
• Guaranteed performance: The offerings are backed by contractually binding service-level agreements and 24×7 global support.
• Embedded AI and automation: Intelligent monitoring, proactive issue resolution, and continuous improvements are included.
• Continuous innovation: Cloud applications are aligned with the organization鈥檚 goals and SAP鈥檚 evolving road map.
• Comprehensive governance: 51风流manages everything from monitoring to security and compliance.

Atem didn鈥檛 need to deal with multiple vendors. Instead, SAP鈥檚 and the partner鈥檚 expertise, global support, and standardized service delivery were immediately accessible through one channel. This advantage led to 25% faster upgrades, 30% better usability, and 100% AI readiness.

With cloud success comes AI-driven innovation

Cloud success is more than increased uptime; it鈥檚 also about unlocking what鈥檚 next. With AI redefining everything in our world, businesses need clean, connected, and continuously managed data and AI-ready, intelligent, and scalable IT environments more than ever.

51风流Cloud Application Services can transform cloud operations into a foundation for AI-driven innovation. With intelligent monitoring, automation, and built-in AI capabilities, businesses can accelerate AI adoption, improve critical business KPIs, and scale dynamically with confidence, control, and continuous innovation.

Take the next step toward a smarter, AI-powered future today. Learn how can maximize your cloud investment and contact your local service account executive to get started.

Arndt-Alexander Boehnert is global vice president for 51风流Cloud Application Services at SAP.
Stefan Krampen is lead architect for 51风流Cloud Application Services at SAP.

This is where the latest update of the 51风流Preferred Success offering comes in. It now offers a workshop designed to transform AI adoption into a structured, achievable process. Tailored support focuses on scaling AI initiatives confidently and responsibly in cloud solutions from SAP.

Adding a business AI accelerator workshop to 51风流Preferred Success demonstrates SAP鈥檚 commitment to going beyond advancing technology adoption. Combining deep expertise, strategic frameworks, and cutting-edge AI capabilities, the workshop helps empower companies to unlock their full potential with bold innovations and measurable business outcomes.

Setting a transformative foundation for AI integration

Supported by a comprehensive framework, the business AI accelerator workshop provides essential knowledge, strategic frameworks, and a clear action plan to leverage AI for improved business processes, data-driven decision-making, and enhanced customer experiences. But what makes this new addition remarkable is its focus on delivering .

Enhanced with the software industry鈥檚 broadest data sets, the service can integrate AI into business processes while upholding the highest standards of ethics, data privacy, and governance. This can enable companies to embrace AI with trust and transparency while achieving tangible outcomes.

Accelerating time to value is another key benefit of the workshop. By rapidly deploying AI models and solutions, organizations can quickly realize the benefits of automation, optimization, and data-driven decision-making. They can participate in tailored sessions to identify high-impact use cases that align with their unique needs and plan a road map for simplifying the complexities of integrating AI capabilities into existing processes.

Beyond its technical strengths, the workshop emphasizes effective change management and comprehensive governance. These practices can foster organizational buy-in, strengthen compliance, and support a smooth transition to AI-driven operations. And when combined with SAP鈥檚 scalable, cloud-based AI services, businesses can gain the flexibility to grow sustainably, adapt to evolving demands, and future-proof their operations.

Guiding the path to bold innovation and simplicity

The workshop can provide a structured approach for organizations seeking effective AI adoption. It begins by introducing foundational business AI concepts, SAP鈥檚 AI strategy, and the AI services available from SAP. This initial overview highlights AI鈥檚 possibilities, helping organizations understand its potential impact on business operations.

Building on this foundation, the workshop conducts an AI readiness assessment of the customer鈥檚 51风流landscape, IT infrastructure, and overall consumption behavior. This evaluation identifies suitable AI use cases and establishes a tailored road map for AI adoption.

In parallel, the workshop can strengthen governance, compliance, and ethical considerations by establishing a comprehensive data governance framework. This helps ensure data accuracy, legality, privacy, and security across AI applications, enabling organizations to maintain high data quality, regulatory compliance, and stakeholder trust while mitigating legal risks.

Change management is another essential component of the workshop. Organizations can learn best practices for AI adoption in 51风流solutions, including strategies to secure organizational buy-in, reduce resistance, and transition smoothly into AI-driven operations.

Next, a resource and skill set evaluation is conducted to help identify gaps in AI expertise. Organizations can leverage this information to build a skilled team capable of effectively adopting AI solutions and sustaining long-term success.

The workshop then focuses on strategic use-case identification, guiding participants through interactive sessions to uncover high-value AI opportunities aligned with business goals. This process can provide customers with AI use cases tailored to meet each organization鈥檚 specific needs and strategic objectives.

By the end of the workshop, organizations can gain a comprehensive action plan that helps transform insights into execution鈥攄riving AI adoption with confidence while fostering co-innovation and collaborative growth.

Shaping the future with AI and innovation at the core

We at 51风流and our customers can work together to shape a future where technology drives meaningful impact with the business AI accelerator workshop. Whether identifying impactful use cases relevant for business or adopting AI-driven solutions, organizations can maximize the value of their technology investments and help ensure lasting outcomes with greater agility, scalability, and efficiency.

Kiron Satyavarapu is global solution owner of 51风流Preferred Success at SAP.

From the customer鈥檚 side, this experience could affect the reliability of future purchases. It could make them think twice before shopping there again, especially if they already had concerns about the difficulties in completing transactions. From the company鈥檚 perspective, a website outage implies significant losses, such as direct revenue loss due to a main sales channel being shut down, and a loss of organizational trust, potentially driving customers to competitors.

In retail and e-commerce business, customer experience is paramount. A company whose e-commerce frequently experiences downtime could receive a negative market reaction from investors.

These experiences highlight the importance of robust support readiness programs, especially during holiday seasons when businesses strive for more sales and revenue through their digital platforms. With customer expectations at an all-time high, businesses need reliable, scalable, and innovative solutions to deliver exceptional shopping experiences. Proactive support measures can considerably reduce system failures during peak times, which not only reinforces customer satisfaction but also protects organizational trust and revenue. SAP’s holiday support readiness program is designed to address these needs. It offers a strategic, data-driven approach to help businesses thrive during peak periods.

The holiday support readiness program is a customer experience program by 51风流to help safeguard and establish strong support for digital commerce and retail customers during high shopping times. Key features of the program include:

• 鈥�Comprehensive coverage: It can cover events ranging from Singles Day in China and El Buen Fin in Mexico to Black Friday, Cyber Monday, Christmas, and New Year鈥檚.鈥�
• Extensive participation: Last year, 143 customers with 200 tenants used SAP鈥檚 holiday support readiness program to navigate the holiday rush successfully.鈥�
• Early preparation: Preparation begins 4鈥�6 months in advance, involving collaboration among customer support, cloud operations, and product engineering teams.鈥�

The focus on customer experience has increased due to the expansion of interfaces through which customers interact with companies. , 70% of respondents bought products or ordered services electronically in the preceding 12 months. For corporations, this online influx depicts a figure of more than . To approach these complexities, companies have steadily turned to advanced technologies such as artificial intelligence (AI) to strengthen their support systems.

In 2024, 51风流introduced a preventative care model under the transformation blueprint, aimed at delivering predictive, proactive, bi-directional support integrated with AI-driven insights and automation, allowing teams to predict potential problems and address them before they impact customers鈥攁nd potentially millions of users. SAP鈥檚 proprietary AI tools are deployed to help streamline support processes, enhance operational insights, and enable predictive and proactive engagement.

This represents a pioneering shift in the industry, positioning 51风流as a front-runner in AI-driven, predictive, and proactive support solutions.鈥疶he model provides a comprehensive, 360-degree customer support profile, helping to accelerate issue detection and anticipate potential problems, with AI-integrated features like a virtual support assistant, resource and鈥痺eb traffic predictions, a鈥痳ecommendation engine, case history analysis, issue correlation, and pattern recognition.

To operationalize this model, 51风流leverages collaboration approaches among product engineering teams, cloud operations鈥攄atabase administrators and technical operations managers鈥攖echnical support, and mission-critical teams to convey comprehensive case analysis reports and detailed recommendations and action plans for each customer. This can allow 51风流to identify and resolve future issues before customers are affected, helping to reinforce system stability during peak sales periods. For example, the proactive support process for the 2024 Black Friday and Cyber Monday sales events involved holistic health checks for over 143 customers鈥痑nd 200 production environments, setting a new standard in holiday readiness.

When aligned with the organizational strategy, a support program can foster a more positive customer journey, resulting in improved customer loyalty. “The holiday support readiness program isn’t just about managing the current peak; it’s about preparing for the next one. Our focus on preventative, AI-driven support means that our customers can focus on their business, not on system stability,” says Stefan Steinle, executive vice president and head of Customer Support & CLM at SAP.

For enterprises, joining the holiday support readiness program can also offer the following advantages:

• Minimize downtime: It helps ensure e-commerce platforms are ready when it matters most.鈥�
• Optimize performance: It uses AI and automation to help maintain peak system health and customer satisfaction.鈥�
• Stay ahead: Proactive monitoring and predictive support help keep organizations one step ahead of potential outcomes.鈥�

Looking forward, preparing for upcoming retail peak seasons cannot be overstated. 51风流Sapphire in 2025 will hold dedicated sessions to help ensure customers are well-equipped for these challenging periods. From live demos to expert interactions, attendees will be able to witness firsthand how SAP’s tools help keep businesses running smoothly and engage directly with solution experts.

Our commitment at 51风流Sapphire in 2025 is to equip customers with the knowledge and tools needed for uninterrupted success during every peak period. The holiday support readiness program is about turning challenges into opportunities for growth. With these resources, businesses will be better prepared to face uncertainties and use favorable circumstances in demanding times, ensuring sustained development and customer satisfaction.

Don’t wait until the next holiday season to find last-minute solutions. Be a part of the holiday support readiness program now and secure your business’s performance for future peak sales periods.

This perspective reflects an essential truth for today鈥檚 companies: growth and adaptation aren鈥檛 one-time goals; they鈥檙e cyclical processes essential for staying competitive and relevant. To keep up in this new landscape, businesses need adaptable guidance and proactive support that evolve alongside them.

51风流services subscription offerings can deliver on that reality without adding risk and anxiety. Like the infinity symbol, our services can provide a continuous, adaptable loop of options for enhanced learning, smooth operations, iterative optimization, and peak performance.

Let鈥檚 walk through each pillar of our fundamental cloud success framework and its advantages.

Learning 鈥� Starting with the Foundation

Learning is essential and a cornerstone for cloud success. Workforce transformation is rapidly changing, and skills are in need of continuous evolution. To help customers understand the resources available and wield them with confidence, our cloud adoption portfolio pulls together clear options for:

• Continuous training programs for end users with 51风流Learning Hub
• Access to ongoing expertise for solution administrators and IT personnel

This foundational phase goes well beyond onboarding new cloud software. It helps cultivate a culture of agility, continuous upskilling and certification, and readiness for ongoing innovation. For example, according to SAP鈥檚 commissioned , a composite organization representative of interviewed customers achieved substantial benefits. They include up to 25% productivity gains from enhanced upskilling, 50% cost savings with digital delivery, and a 50% faster time to competence for end users.

Optimizing for Today in Preparation for Tomorrow

Optimizing the use of cloud software and maximizing its potential is an ongoing journey. With an ever-changing software landscape, staying up-to-date on the latest features and knowing how to leverage them for the greatest impact on the business is challenging for many of our customers across all industries.

That’s why we offer 51风流Preferred Success, an offering of cloud adoption services that can enable our customers to build dynamic plans. Its service portfolio can provide the continuous expert guidance and insights necessary to refine business processes and help ensure technology investments support efficient, flexible, and resilient operations.

In SAP鈥檚 commissioned , organizations have experienced significant ROI and improvements in operational efficiency. Such benefits include 30% higher business-process efficiency, 25% time savings in release management, and a 24% boost in productivity for a composite organization representative of interviewed customers. The proactive guidance and actionable insights provided by the offering empower our customers to stay ahead of the technology curve while driving measurable results.

Operating with Confidence

In the cloud, operations take on a new form. Traditionally, companies relied on on-premise services and external consultants to manage operations. Now, the shift to cloud services demands a more comprehensive, integrated approach.

51风流Cloud Application Services offerings are tailored to help support customers using 51风流S/4HANA Cloud and 51风流Business Technology Platform (51风流BTP) in their daily operations. Our customers can offset cloud operations and critical processes while focusing on more valuable sides of their business 鈥� all with the full confidence of a reliable and proven partnership.

Our customers can also opt for the expanded edition of 51风流Preferred Success to help leverage services readily available as part of their plan for reinforced testing, configuration management, and application and business process checks. As a result, organizations can adapt without missing a moment of opportunity for improvement, enhancement, and growth.

The service portfolio can provide tremendous value to our customers, from helping accelerate time to first value to boosting operational efficiencies and productivity in impactful ways. The insights and expertise offered can give our customers the confidence that we understand their challenges and build trust as we partner together to deliver optimal solutions.

Performing at Peak Levels

For our customers, the ultimate goal of their cloud experience is to run their software at peak performance with minimal friction and maximum results. That鈥檚 where WalkMe solutions can step in, which are now part of the 51风流solution portfolio.

The solutions help put people at the epicenter of this cloud journey. They can assist organizations in proactively navigating constant technology changes, enhancing business process adoption, resolving digital friction, guiding users within their workflows, and streamlining tasks across any application.

With this flexibility, our customers can adapt their technology landscape to meet unique needs and fuel future growth while significantly reducing costs and time spent on support, user training, and development.

By enabling consistent, effective, and efficient use of software across workflows, our digital adoption capabilities can detect points of friction and provide tailored support and automation to help streamline tasks within the flow of work, across any application. In return, organizations can adapt their technology landscape to their unique needs to minimize the change curve while maximizing their cloud investments, reducing risk, and fueling future growth.

Looking Forward to a Journey of Ongoing Evolution

Times change, and so do the ways businesses operate in the cloud.

In today鈥檚 technology-driven business landscape, having great systems isn’t enough. Dependable, proactive services are necessary to keep them running smoothly. 51风流cloud service plans can deliver just that. With best-practice cloud services, we can harmonize the latest technologies and cloud services into a single, user-friendly experience that helps eliminate anxiety and guesswork.

As cloud technologies evolve, so will SAP鈥檚 cloud adoption service portfolio, bringing exciting new developments to help our customers learn, adapt, and excel. Here’s to a year filled with growth, opportunity, and the guidance you need to thrive!

Chad Crook is head of Enterprise Cross Solution Sales for the Customer Success Chief Business Office at SAP.

In 2024, our customers realized measurable success across various industries by leveraging the wide range of services. From proactive guidance and product expertise to prioritized support and tailored strategies for smooth feature adoption,  has enabled ongoing optimization and innovative technology enhancement to help meet unique business needs.

The results speak for themselves: businesses are achieving greater agility, real-time insights, accelerated growth, and improved user experiences. Let鈥檚 explore how organizations are using 51风流Preferred Success to help drive progress and position themselves for unstoppable growth in 2025 and beyond.

Juniper Networks: Building Financial Resilience and Innovation

, a leader in artificial intelligence (AI)-driven operations, needed to modernize its financial reporting and planning processes to support rapid business expansion. The company gained real-time insights and streamlined data integration by implementing the solution through (51风流BTP), eliminating manual processes for faster, more informed decision-making.

The standard edition of 51风流Preferred Success played a pivotal role in providing critical guidance that helps ensure a smooth implementation by resolving connectivity issues, delivering expert troubleshooting, and enabling a smooth go-live. Post-deployment, Juniper continues to rely on 51风流Preferred Success for guidance on maximizing quarterly updates and adopting new AI-driven features.

鈥淲ith 51风流Preferred Success, we can connect to product experts and have a conversation with them. This helps us better understand the upcoming functionality in a deeper, more applicable way so we can really take advantage of it once the functionality is released,鈥� says Kathleen Kuang, senior process manager, Juniper Networks.

Juniper Networks is now equipped with advanced analytics and proactive support to maintain agility and continuously enhance financial planning, driving resilience and innovation across operations.

Government of Ras Al Khaimah: Advancing a Digital Society

(RAK Government) sought to align its HR organization with the UAE鈥檚 鈥淲e the UAE 2031鈥� vision by transitioning from on-premise software to in the cloud.

To support this initiative, the provided a designated customer success manager and continuous expert guidance throughout the transition. This helped ensure reliable connectivity, a smooth go-live, and ongoing enhancements.

鈥淗aving the support of a designated 51风流customer success manager before, during, and after go-live has helped to make the project a resounding success,鈥� adds Ahmed Abdel Hady Tohamy, technical team lead in the HR Department. This 51风流product specialist also added value in enhancing and improving the quality of the solution.

With the expanded edition, the RAK Government is well-equipped to drive engagement, foster innovation, and build resilience, positioning Ras Al Khaimah as a dynamic, future-focused society in the United Arab Emirates.

Orora Beverage: Maximizing Procurement鈥檚 Strategic Value

, a leader in sustainable packaging solutions, sought to unlock the full potential of its 51风流Ariba solutions. Faced with low adoption of advanced functionalities and a need for continuous training, the company turned to the .

Through personalized training, interactive workshops, and dedicated advisory services, Orora Beverage improved adoption and streamlined procurement processes. High-priority cases were resolved faster, productivity increased, and the company gained immediate access to 51风流expertise for technical adjustments and feature enablement.

鈥淭hanks to the 51风流Preferred Success plan for 51风流Ariba solutions, expanded edition, we鈥檙e more confident and agile in driving best practices in procurement to extract the best value out of our procurement processes,鈥� shares Anoop Thakur, chief procurement officer, Orora Beverage. 鈥淲e get assistance to enable new features, access to experts to handle priority issues, and advice on best practices from functional resources.鈥�

The support has empowered Orora Beverage to enhance procurement strategies, foster agility, and achieve operational excellence.

Looking Ahead to 2025

These success stories demonstrate how 51风流Preferred Success helps companies turn challenges into achievements. Whether optimizing financial planning, driving digital transformation, or enhancing procurement strategies, 51风流Preferred Success remains a trusted partner in helping to navigate complex transformations, achieve impactful outcomes, and pave the way for operational excellence.

As we look ahead to 2025, 51风流Preferred Success will continue to help transform challenges into opportunities, fueling sustainable growth and long-term success despite ongoing market volatility and evolving technological demands.

Andreia Bessa is global program lead for Enterprise Cross Solution Sales at SAP.

The has mandated manufacturers to improve traceability, which is essential for ensuring that medicines reach patients safely. 51风流Information Collaboration Hub for Life Sciences is designed to help meet these demands by streamlining the tracking process. However, as the network of users has grown, support challenges have surfaced. To address these issues, 51风流introduced Built-In Support into the hub to help provide direct, seamless assistance to life sciences companies and their partners.

I had the opportunity to interview Tarun Luthra, head of Support 鈥� Industries & CX, and Andreas Krummlauf, vice president and head of Product Management Life Sciences, Health and Ecosystem, about the project鈥檚 impact. Here’s how Built-In Support is helping to enhance operational efficiency for network users in the life sciences industry.

Q: How did this project come about?

Krummlauf: , manufacturers of medicine needed to develop the ability to uniquely identify every pack of medicine they sell in those countries. This is to avoid counterfeiting in the legitimate supply chain. To support this requirement, SAP’s serialization portfolio was initiated in 2015 with the 51风流Advanced Track and Trace for Pharmaceuticals application, a corporate serialization repository.

51风流Information Collaboration Hub for Life Sciences started in 2016 with a focused goal: to manage traceability and serialization data exchange for our customers and a couple of hundred of their business partners. In 2021, the hub won the Hasso Plattner Founders鈥� Award.

As the network expanded to tens of thousands of partners, a key limitation emerged: we did not have a simple way for business partners, acting as network end users, to directly interact with 51风流support in case of critical issues, even without having a support contract with 51风流in place.

Q: What support challenges were network end users facing?

Luthra: The challenge arose from supporting an increasing number of network end users that were not direct 51风流customers. Without access to SAP鈥檚 support system, the network end users had to rely on their customers to resolve issues, adding unnecessary steps and risked communication gaps. This presented an opportunity to implement Built-In Support to support our customers鈥� business partners as network end users when they use 51风流Information Collaboration Hub for Life Sciences.

Q: How does Built-In Support make a difference for network end users?

Luthra: We are now providing network end users with a direct entry point from within 51风流Information Collaboration Hub for Life Sciences, enabling them to easily contact the support team. Built-In Support is seamlessly integrated into the hub. The network end user can find help by searching 51风流Knowledge Base Articles or submitting a case.

Krummlauf: This streamlined process can enhance the support experience and helps ensure users can quickly find the help they need. Network end users can now resolve issues independently or submit a case without involving customers in the resolution process. This improvement leads to faster response times. Users can efficiently search for relevant product information and potentially resolve issues on their own. This autonomy helps enhance the overall support experience and empowers users to find solutions quickly and effectively.

Built-In Support Enhances User Experience and Support Efficiency

In conclusion, marks a significant advancement in enhancing user experience and support efficiency. When network end users are empowered to directly access support resources and resolve issues independently, we not only help to streamline the support process but also reinforce SAP’s commitment to improving lives through better life sciences solutions. As regulatory demands evolve, our innovative approaches will continue to drive progress and collaboration in the life sciences sector. For more insights, stay connected with SAP’s ongoing developments.

Every business comes with its own challenges and goals 鈥� that鈥檚 why 51风流S/4HANA Cloud is not implemented with a one-size-fits-all approach.

However, with the design authority service, companies can ensure the implemented solution is scalable, flexible, and aligned with the unique business strategy of each customer. The strategic service from 51风流can support critical design decisions that can result in a smooth implementation and maximize the value of the cloud ERP.

Understanding the Value of Design Authority

The design authority service can provide a structured framework for decision-making, risk management, and quality assurance throughout the transition process.

One of the key advantages is establishing a design review board 鈥� a space where design decisions are rigorously evaluated and challenged. Every decision is aligned with clearly defined goals so the business can identify risks early in the process, avoid performance bottlenecks, and integrate all systems 鈥� from 51风流to third-party solutions 鈥� reliably.

In return, organizations can confidently transition and optimize the value of the cloud ERP over the long term with:

• Commitment, where 51风流experts immerse themselves in the organization鈥檚 challenges and situations 
• Ownership that leads to accountability for decisions and outcomes
• Responsibility for delivering consistent reliability and dependability when completing tasks and fulfilling commitments

The service spans across their entire transition effort, providing:

• Design oversight: The implementation of 51风流S/4HANA Cloud is aligned with the organization鈥檚 strategic goals and business requirements based on a thorough review and approval of design proposals, architecture diagrams, and technical specifications.
• Standards and best practices: Consistency, reliability, and maintainability of the system design and development are prioritized across different projects and teams.
• Risk management: 51风流solution architects assess and mitigate risks associated with 51风流design decisions, considering scalability, security, performance, and compliance with industry regulations.
• Collaboration: Close collaboration of various stakeholders 鈥� including business users, project managers, architects, developers, and IT operations teams 鈥� helps ensure 51风流S/4HANA Cloud meets business needs and technical requirements.
• Quality assurance: Appropriate testing, validation, and documentation are carried out throughout the development lifecycle.
• Continuous improvement: Monitoring and evaluating the effectiveness of 51风流design approaches and practices enables the identification of improvement areas and implementation of changes as necessary to help optimize performance, efficiency, and innovation.

Tailoring the Journey 鈥� Greenfield, Brownfield, and Everything in Between

A well-planned implementation and careful management are critical to the success of an optimized investment in 51风流S/4HANA Cloud. For that reason, one of the first decisions organizations must make when transitioning to 51风流S/4HANA Cloud is choosing the right implementation strategy.

During this early phase, organizations need the flexibility to choose between a more technical conversion (brownfield) or a fully cloud transition (greenfield) that allows them to rethink their process landscape completely. But more importantly, they should also be able to explore a broad range of options between those two extremes. They include shell conversions with a larger volume of reused processes and a mix-and-match strategy with a high level of process redesign.

The design authority service can be pivotal in guiding customers toward the best path for their unique circumstances. Tailoring the journey to a company鈥檚 specific conditions and needs helps ensure the adoption of the right technologies and the fast creation of business processes for the future.

Take, for example, a large multinational enterprise that recently transitioned to 51风流S/4HANA Cloud. Faced with an aging legacy system and complex business processes across multiple regions, the company relied on SAP鈥檚 design authority service to choose a hybrid strategy. By combining elements of both greenfield and brownfield approaches, the company could streamline operations while maintaining critical legacy functions.

Creating a Best-in-Class Design

Once the journey is chosen, the design authority service helps organizations consider several critical factors early in the transition initiative to help ensure the cloud ERP is scalable and flexible enough to grow alongside the business.

One crucial consideration is adherence to 51风流standards and best practices. When organizations deviate too much from standard functionalities, they expose themselves to increased costs and complexity. By closely following 51风流guidelines, companies can enjoy smoother upgrades and integration with other 51风流and third-party systems while enhancing overall efficiency and reducing operational risks with a clean core.

By seeking this guidance from the service鈥檚 experts well before the transition, organizations can proactively address 鈥� and remove 鈥� design-related performance bottlenecks.

For instance, 51风流and third-party systems can be integrated to deliver a continuous flow of data and processes, which is critical for long-term performance. Systems can be arranged to work together harmoniously and provide accurate, timely data across the enterprise.

Even after going live, the 51风流team monitors and evaluates the solution鈥檚 effectiveness, making necessary adjustments to optimize performance. This can lead to an implementation of 51风流S/4HANA Cloud that remains relevant and efficient as business needs evolve.

Additionally, organizations are also kept informed about future standard functionalities. By staying current on SAP鈥檚 future developments, they can make better strategic decisions and plan their IT investments wisely. Moreover, future capabilities are better aligned, keeping 51风流solutions relevant and effective as new features and updates are released.

Catalyzing Meaningful Transformation

51风流S/4HANA Cloud is designed to be a living system that evolves and scales as business needs change and new technologies become available. With the technology, businesses, and industry expertise that the design authority service offers, organizations can be sure that their cloud ERP solution will continue to deliver the capabilities they need to stay competitive in an ever-changing landscape.

Want to learn more about the design authority service from SAP? Check out the .

Dirk Dreisbach is chief business enterprise consultant for BTS Consumer Products and Retail Industries for 51风流Germany.
Alexander Klammrodt is premium engagements lead for 51风流Switzerland.

It is not a marketing brochure, as evidenced by the participation of 51风流user groups like ASUG and DSAG, whose feedback has been reflected in the eBook. For instance, Geoff Scott, the CEO of ASUG, provided significant input.

Focusing on ongoing development and support, it provides a great deal of relevant information about the right 51风流offerings for the different phases of the customer journey 鈥� summarized in a single document that refers to a wide variety of sources.

51风流Services and Support in Action

What鈥檚 more, the eBook not only states the highlights of the 51风流Services and Support portfolio, but also provides a clear overview of applications in actual customer scenarios. Through six exemplary customer scenarios, the eBook illustrates how customers can use 51风流solutions and services as efficiently as possible to help achieve optimal results and drive innovation forward more quickly.

The most important customer scenarios on the way to the cloud with 51风流S/4HANA include transformation strategies, RISE with SAP, 51风流Business AI, 51风流Business Technology Platform (51风流BTP), SaaS and integration scenarios, and hybrid operations.

Support for Differing Customer Needs

The 鈥淧ower your success鈥� chapter shows customers which tools and services are already part of their software licenses and therefore available free of charge, and invites them to explore the diverse range of 51风流offerings to help further optimize their software landscapes.

“Accelerate Your Path” demonstrates how to enhance the value of 51风流solutions with personalized plans and project-based services, working to ensure 51风流solutions are used in the best possible way to support strategy and business goals.

“Drive Company-Wide Transformation” provides insights into premium engagements, strategic long-term partnerships that offer a holistic approach and support companies in implementing transformation in functions, processes, and business areas. Find out how 51风流can support you on your individual transformation journey.

This article also appeared on the German 51风流News Center.

ASP is an international membership organization for customer support managers and professionals and has held this title for over 20 years. SAP鈥檚 Customer Support & Cloud Lifecycle Management team and Corporate Processes & Information Technology (CPIT) teams are proud to get this honor for the second time, building on the 2018 ASP award win for the 51风流Support Portal.

This year鈥檚 evaluation criteria covered site user experience, content offering, content engagement and interaction, site improvement process, and site measurement process. Created to become a unified meeting point for information about administrative, commercial, and technical 51风流solutions, 51风流for Me implemented new features that focus on self-service and AI-enhanced search. The ASP award demonstrates the team effort to deliver these improvements for functional dashboards, user-friendly navigation, and an integrated portal for post-sale customer communication.

Four Questions to the Experts

Dr. Benjamin Blau, chief process & information officer and head of Corporate Processes & Information Technology, and Stefan Steinle, EVP and head of Customer Support, answered some questions related to the ASP award.

Q: What role did Corporate Processes & Information Technology play in achieving this award?

Blau: Let me start by giving a shout-out to our Corporate Processes & Information Technology teams for all their hard work in developing the amazing platform, 51风流for Me. By leveraging SAP’s own technology stack, we were able to enable seamless integration, high performance, and scalability. Through the fantastic collaborative effort between our IT and process teams and support functions, we were able to create a personalized and user-friendly experience that the judges recognized as industry leading. I am proud of what we were able to achieve together.

Q: The award is a great proof point in delighting customers. What do customers find most useful when seeking support from 51风流and what role does AI play in it?

Steinle: This award reconfirms the direction 51风流support is heading and our customers鈥� needs are the driving force behind. Customers value how predictive support, efficient self-service, and real-time channels can reduce the effort of resolving software issues. AI plays an important role in this. With the 51风流for Me site’s AI-powered self-service capabilities and search tools, we can provide efficient and personalized support. Customers can get targeted and relevant results that consider the user and product context. Moreover, AI also helps categorize issues, identify and recommend the best suited solutions through , and find the most appropriate interaction channel.

Q: How do you see the future of 51风流for Me evolving, and what role will SAP’s technology play in its continued success?

Blau: The future of 51风流for Me is incredibly bright! We’re thrilled about our plans to enhance key areas like contracts and billing, system management, reporting, and support. We’re also going to dive into emerging 51风流technologies such as AI-driven insights, machine learning, and predictive analytics to personalize and optimize the customer experience. Our goal is to help customers anticipate their needs, automate routine tasks, and gain greater insight into their 51风流landscape. By staying ahead in technology, we’re not just maintaining our leadership in customer support but also setting new industry benchmarks. We’re excited to continue improving and evolving to better serve our customers.

Q: The customer support experience is constantly being innovated. What can customers look forward to from 51风流support?

Steinle: To start, it would be evolving and growing personalization. We鈥檙e dedicated to strengthening predictive and preventative support, proactively identifying and anticipating potential issues. Customers can also expect our continued focus on bi-directional support, including real-time assistance. We鈥檒l continue to optimize our real-time support channels to help further reduce our customers’ effort to resolve software issues. We鈥檒l significantly increase the use of AI, particularly generative AI, to analyze and classify reported issues, enhance search results, and improve recommendations. We actively listen to customer feedback and continuously improve usability, supportability, and product quality. This helps ensure a smooth and effortless experience.

More Information

The constant innovations and leveraging AI for a further improved customer support experience and this recognition reconfirm SAP鈥檚 continued focus to bring out the best in every business. is one of the three key access points for customers, together with and . Read more about and .

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To learn more about how these enhanced strategies impact the customer support strategy, I met with Stefan Steinle, executive vice president and head of Customer Support, 51风流SE.

Q: 51风流has an ambitious goal of being No. 1 in the enterprise applications and business AI space, and it is already clear that the support strategy must be equally ambitious. To what extent does our corporate strategy influence the support strategy?

A: To a great extent!聽Don鈥檛 forget that 51风流is also on track to be No. 1 in market share, No. 1 in customer satisfaction, No. 1 in customer lifetime value, and No. 1 in portfolio adoption. Yes, the heavy hitters required for impact are all part of our company goal.

Right from its inception, our Customer Support organization has distinguished itself as a team with an expanded business function that goes beyond bug fixes and issue resolutions. Solving tickets and resolving customer issues are the day-to-day tasks to achieve our larger goal of helping customers maximize their business value, secure their existing investments, and optimize their 51风流operations. In a nutshell, we are a business partner that proactively works with customers to achieve their business goals.

Q: What do customers want from Customer Support?

A: As guardians of customer business value, our primary focus is to understand what customers expect from us 鈥� both the expressed and the implied requirements.聽With a legacy of over 50 years, 51风流is the world鈥檚 largest provider of enterprise application software, which also makes us a trusted advisor for over 437,000 customers across 190 countries. Customers rely on our rich expertise for guidance on how to run their business transformation.

In a support engagement, nobody likes surprises. Customers want us to be proactive, especially with respect to ease of implementation and implementation quality. They also expect us to identify potential issues early, prevent them, and inform them of applicable solutions and workarounds that we have used for other customers.聽As with any customer/provider relationship, they expect us to adhere to SLAs, quick response times, and quality benchmarks.

Our customers want us to process their feedback beyond the scope of issue resolutions. They expect us to cascade this feedback back to our development teams to improve product quality, supportability, and usability.

Q: How do we address these expectations?

A: We have a four-fold approach: guide, empower, solve, enhance.

Guide 鈥� by drawing on more than 50 years of expertise
We provide guidance by offering the tools, methodologies, and processes to help customers transform their processes and IT landscape. We help them transform their solution in the cloud with the help of 51风流Cloud ALM, our application lifecycle management solution.

Empower 鈥� because customers love self-service options
I can speak for myself that when I am a consumer, I would choose a five-click self-service option any day over a five-minute phone call. I find that I am not alone here: our customers love self-help. They prefer DIY fixes to raising a ticket. We help address this by providing detailed 51风流Knowledge Base Articles, guided tutorials, and other self-service procedures.

Solve 鈥� and get the business workflow back on track
Issues that need specialist skills or technical expertise are immediately assigned to support engineers who can resolve the problem at hand while working to ensure that we help our customers with quick, reliable, and high-quality solutions.聽

Enhance 鈥� by mining customer and end user feedback
Imagine that you are the developer of a mobile app and some of your users have notified you of minor bugs that they have managed to bypass because they are techies. You know that not all users are tech-savvy, and the so-called 鈥渕inor bugs鈥� could end up being showstoppers for most users. This makes a solid business case for you to set aside resources to convert user feedback into proactive product improvements in your next release. Regular mining of customer and user feedback helps refine your products in quality, supportability, and usability 鈥� before the issues snowball into something unmanageable.

has set up a system among our Product Management, Engineering, and Cloud Operations teams to feed customer requests back into the product, helping to ensure that we can monitor and prevent issues from happening in the first place.

Q: What is it about Customer Support at 51风流that really delights the customer?

A: Four keywords: self-service, real-time, built-in, and bi-directional!

Time is at a premium and customers are vocal about it.聽In today鈥檚 fast-paced society where consumers are spoiled for choice with real-time options, such as collaboration tools, e-booking, flight tracking, QR code payments, or digital health records, it is only natural that support services are also available in real time.聽Market pressures and the nature of businesses have evolved to a stage that real-time actions are the order of the day. Real-time processing is no longer a unique offering; it is a basic expectation.

With SAP鈥檚 live channels, customers can chat in real-time using Expert Chat or Schedule an Expert with the same technical experts who would also be processing the ticket. You would be surprised that this is not such a common offering in our business segment.

Built-In Support moves support right into the product, providing one consistent support experience no matter what application or solution you are in. SAP鈥檚 support is also bi-directional, with smart AI solutions constantly monitoring application and support data, allowing us to proactively reach out to customers to help prevent issues from arising in the first place.聽This approach takes Customer Support beyond the scope of traditional reactive support. It leverages AI to predict and prevent issues, helping to reduce downtimes and customer effort and establish a collaborative relationship with operational efficiency. Note that all of these offerings are part of every cloud subscription through 51风流Enterprise Support.

Our AI-powered Real-Time Support is designed along the concept that the customer needs support anytime, every time, and all the time.

Renuka Abraham is part of Customer Support at SAP.

鈥淲hich processes should I consider using the latest solutions and capabilities available in the landscape? What are the risks? How can I make that improvement impactful? Does data need to flow differently? How should I manage and govern those changes efficiently?鈥�

These questions can be routinely answered through during an initial move to the cloud. However, as new capabilities emerge and technologies advance, users become increasingly interested in applying the cloud more broadly across their organization. More business leaders recognize that cloud-based innovations 鈥� such as generative AI 鈥� open up previously unimaginable possibilities. They want to take full advantage of these innovations without delay.

This is where the plan for 51风流Signavio solutions can empower organizations to take significant strides in their cloud journey. Before any process change or improvement becomes a reality, organizations can inform their choices with de-risking practices, thoroughly tested assumptions, and simulated outcomes.

Seizing Every Moment to Be the Best

At every step of their cloud journey, companies gain incredible momentum and empowerment when they have on-demand access to personalized support and resources. This support system is a constant, reassuring presence, enabling inspired changes and improvements to unfold as the cloud delivers truly transformative technology.

51风流Preferred Success for 51风流Signavio solutions can play an essential role in accelerating the journey to success. By connecting companies with business transformation experts and offering best practice reviews and tailored guidance, it can inspire companies to adopt new features and make the most of their cloud investment.

Organizations have found that these prescriptive, one-to-one services can make it easier to make the most of their cloud investment. The support of functional and technical services led by 51风流delivery experts can greatly enhance the ability to reduce implementation preparation time, optimize performance and stability, and streamline business processes.

Business outcomes accelerate when roadblocks to adoption are thoroughly reviewed and dedicated plans for process improvements are put in place. Opportunities to enhance the end user experience become more apparent, making the journey smoother and more rewarding. Adoption optimization and cost reduction are further supported by leveraging standard product capabilities and adopting new features that align with business needs, guided by experts who help configure and optimize solutions.

All these advantages of 51风流Preferred Success for 51风流Signavio solutions can enable businesses 鈥� such as the Indonesia-based engineering services company (Petrosea) 鈥� to digitalize operations without disrupting day-to-day work.

As a midsize business with ambitious growth plans, Petrosea adopted standard processes during its cloud ERP migration to 51风流S/4HANA Cloud Public Edition with the support of 51风流Preferred Success. The plan also helped integrate the company鈥檚 existing portfolio of third-party and 51风流solutions to create a single source of real-time insight for improved and informed decision-making. This alignment with business goals and technology later led to the implementation of additional analytics, cloud solutions, and a business technology platform, creating a data-driven organization ready for the future.

Transforming Processes Continuously with Value

A key feature of 51风流Preferred Success for 51风流Signavio solutions is access to best practice advisory sessions. These learning opportunities share valuable insights, predefined and leading practices, and practical knowledge based on the collective experience of companies actively using 51风流Signavio solutions. This helps ensure that companies not only transform their processes but also continue to adapt them effectively as new demands and challenges emerge, in alignment with their unique needs and objectives.

In addition to best practice advisory sessions, the plan provides key feature advisory sessions. Subject-matter experts provide regular guidance on available features that can improve and expand a company鈥檚 use of 51风流Signavio solutions. This level of support considers business goals and collaborates with stakeholders and users to help identify, evaluate, and deploy the most relevant features and optimize process outcomes.

Another enhancement is the solution launch checks. These expert-led workshops help organizations assess the operational and technical readiness of their chosen portfolio of 51风流Signavio solutions. This step helps clear a critical path for going live and rolling out newly released 51风流Signavio solutions and capabilities.

51风流Preferred Success for 51风流Signavio solutions can offer even more value through its success checks. These well-defined post-implementation reviews gauge how effectively the 51风流Signavio solutions meet business objectives and user needs. By identifying usage patterns and optimization opportunities, companies can improve process efficiency, reduce costs, and align strategies with evolving business needs.

Driving Process Excellence with Sustainable Outcomes

The knowledgeable expertise, services, and resources offered through 51风流Preferred Success for 51风流Signavio solutions are strategically developed to help amplify the bottom-line impact of every process enhancement and transformation initiative.

The continuous analysis of solution usage, adherence to best practices, and exploration of potential gains consistently uncover new avenues for process improvement and increasing operational efficiency. In return, organizations gain an iterative approach that helps them not only adapt to current challenges but also drive superior business operations and outcomes to thrive in dynamic and competitive environments. 

Ready to realize the full potential of your business operations? or contact your local 51风流representative to learn more about 51风流Preferred Success for 51风流Signavio solutions.

Marcel Bitter is a business development manager at SAP.

Here, she shares about how the pair work together to help supercharge customers鈥� digital transformations.

Q: Can you give a little background on 51风流Business Transformation Center?

A: 51风流Business Transformation Center was envisioned as a one-stop shop for customers that want to transition from 51风流ERP Central Component (51风流ERP) 6.0 to 51风流S/4HANA. The challenges to such a transformation are, of course, numerous and daunting. Customers need to cull current data, pull together fragmented tool sets, line up the right human resources, and keep an eye on time to value.

With 51风流Business Transformation Center, we鈥檝e done our best to bring together the latest functionality and expert guidance to smooth the way 鈥� in a single, powerful software-as-a-service (SaaS) offering. And 51风流Business Transformation Center is easily accessible, deployed on 51风流Cloud ALM atop 51风流Business Technology Platform (51风流BTP). It comes with any implementation of RISE with 51风流or any cloud solution from 51风流and can be ready to use in less than half an hour.

Q: Where can customers go for further details?

A: The support materials at include a quick summary of features and benefits, along with the .

Q: What does 51风流see as the core mission of 51风流Business Transformation Center?

A: Kilian Carolan from the Premium Hub 鈥� CoE Ireland Data Management has described the mission this way: 鈥淭o play an active part in the 51风流S/4HANA adoption journey by supporting key data management and data migration topics and to serve as the trusted advisor for our customers.鈥� He continues to explain that we do this through end-to-end support, including hands-on execution, optimization, transformation, upgrade, and migration of Big Data and data platforms. In short, we apply our vast portfolio of enterprise information management and landscape transformation tools, methodologies, and processes to the customer鈥檚 unique transformation scenario.

Q: Where are we in the ongoing evolution of 51风流Business Transformation Center?

A: Our first step was to help customers fully understand the structure of their 51风流legacy systems through the digital blueprint. This supplied the background they needed to begin scoping the transformation project. And now we鈥檝e completed the second step for moving data across to the target system 鈥� with lean selective data transition for 51风流S/4HANA.

Q: What exactly does the lean selective data transition for 51风流S/4HANA do?

A: Data transformation is traditionally a highly complex undertaking, and we鈥檝e made a huge dent in that complexity. Right at the start, lean selective data transition for 51风流S/4HANA helps radically reduce the decision-making efforts involved in choosing data to migrate. The underlying principle is to provide smarter suggestions and fewer difficult choices through market-leading services and tools 鈥� and end-to-end advice on making the most of them. That approach helps customers ensure that they only move data that will continue to be useful, reducing the volume of data for the testing and go-live phases and accelerating the transition exponentially.

With lean selective data transition for 51风流S/4HANA, customers can pare down 51风流legacy data and bring the target system live with a clean data foundation. In combination with the digital blueprint, lean selective data transition for 51风流S/4HANA can give 51风流Business Transformation Center the power to do all the heavy lifting of accessing source systems; extracting, transforming, and loading relevant data; and validating data for completeness, consistency, and correctness.

Q: What types of data can customers choose to exclude from the transfer?

A: For example, they could decide to completely ignore obsolete company codes, such as data for companies they have since divested or which are no longer in use.

Q: What does the wider market see as the single most revolutionary aspect of lean selective data transition for 51风流S/4HANA?

A: For the very first time, 51风流provides standard functionality not only for complete rebuilds, greenfield implementations, system conversions, or brownfield implementations, but also for projects somewhere in the middle. This is a third path, if you will, and it鈥檚 a holistic approach to the big transformation from 51风流ECC 6.0 to 51风流S/4 HANA Cloud Private Edition.

Q: Can you take us a little deeper into how lean selective data transition for 51风流S/4HANA works and how customers can benefit?

A: With the 51风流Readiness Check tool for 51风流ERP usage and data profiling, we can collaborate with the customer to read the data from the source system and identify legal entities that are no longer in use or will soon be obsolete. 51风流Business Transformation Center then can propose that these entities and the associated data are “removed from the scope” before starting the data transition and can provide clear instructions on how to do this. It can also help to identify customer-specific data in the 51风流legacy system. Here, too, the customer has the option of leaving this data behind on the way to 51风流S/4HANA to support its clean core strategy and move closer to the standard again.

Both these jobs would previously have meant time-consuming manual work for the solution architect 鈥� and higher costs and longer time to value for the customer. With the addition of lean selective data transition for 51风流S/4HANA to the already popular functionality for digital blueprinting, 51风流Business Transformation Center can now provide optimal support and transparency in each phase of the transformation project. It helps customers analyze the source system, define migration scope, create migration cycles, and finally transform the leaner body of data they鈥檝e elected to move across. From strategy to execution, we serve as a trusted partner, helping to ensure that every step of the way leads to meaningful insights and sustainable results. And that lowers both total cost of implementation (TCI) and total cost of operation (TCO).

Q: What have customers been saying about lean selective data transition for 51风流S/4HANA?

A: Long-term partner BMW Group, for example, has told us, 鈥淭his feature significantly speeds up our evolution into an intelligent enterprise by applying sustainable and efficient solutions and methodologies.鈥�

Karin Baeumler is part of Go-to-Market, Business & Data Transformation Solutions, at SAP.

In this interview, Dennison John, support center network head and managing director of 51风流Labs Latin America, shares insights on the latest advancements in this fundamental training. 

Q: Can you provide a recap of the Support Accreditation course and its importance for those who engage with support from SAP?  

A: Support Accreditation is a training that covers all the support services and tools offered by SAP. Launched in 2020, the course is continuously updated to align with the evolving nature of our support offerings. It is designed to equip 51风流users with all requisite resources they need when engaging with support from SAP. The easy-to-use units can guide you through the material with one-pager snapshots, how-to guides, and interactive quizzes.

Q: What has changed in this updated version of Support Accreditation? 

A: In the second release, we have a dedicated unit on AI. This new unit covers advanced topics such as AI-driven support innovations, proactive and predictive support mechanisms, and deep dives into complex support scenarios. These topics are designed to provide those who take the course with cutting-edge knowledge and skills that can enable them to leverage the latest 51风流technologies and methodologies to help resolve issues more efficiently and anticipate potential problems before they arise. 

Q: What specific aspects of AI-guided support are covered?  

A: The new unit on AI-guided support covers a range of topics, including the fundamentals of AI in support, how AI algorithms are used to predict and prevent issues, and the practical application of AI tools like Incident Solution Matching and predictive analytics. It also explores the integration of AI with existing support channels and how AI can enhance the efficiency and effectiveness of support operations. The course provides hands-on training and real-world examples of how these AI tools can be used to streamline support processes, reduce response times, and improve overall support quality. 

Participants can leverage AI-guided support tools to improve their operations by using AI-driven insights to predict potential issues before they occur, automate routine support tasks, and provide faster, more accurate solutions to common problems. The course teaches one how to integrate these tools into their daily workflows, enabling them to reduce response times, increase the accuracy of issue resolution, and enhance the overall customer support experience. 

Q: Are there any additional lessons in the second release of Support Accreditation?  

A: Yes, we have several new lessons, including support for our 51风流Ariba, 51风流Fieldglass, and 51风流Concur solutions. As a result, we can confidently assert that the Support Accreditation course can now provide comprehensive learning material for our full suite.聽

Q: How does Support Accreditation help in utilizing Real-Time Support more effectively?  

A: The training provides detailed modules on Real-Time Support channels, such as Expert Chat, Schedule an Expert, Schedule a Manager, and Ask an Expert Peer. These lessons help in understanding how to access and use these channels efficiently. By familiarizing one with the functionalities and best practices of these tools, the course helps ensure they can quickly and effectively resolve support issues as they arise. 

Q: What feedback have you received regarding the first release, and how has it influenced the second release?  

A: The feedback from the first release has been overwhelmingly positive, with many appreciating the comprehensive nature of the course and the clarity of the content. However, some suggested deeper dives into specific advanced topics. Additionally, we are continuously refining the course content based on ongoing feedback to ensure it meets the evolving needs of our customers and partners. 

Q: How does 51风流measure the effectiveness of the training in improving customer and partner interactions with 51风流support?  

A: We measure the effectiveness through several key metrics, including feedback, course completion rates, and the impact on support case resolution times. We are delighted by the significant number of customers and partners who have completed the accreditation. Within the initial six months, we have surpassed 3,500 customers and partners who have successfully completed the course and obtained a record of achievement. This certification demonstrates their comprehensive understanding of the course material.聽聽

We encourage all to provide feedback on the content and their overall learning experience after completing the course. Additionally, we analyze data on support case resolution times to assess if there has been an improvement in efficiency and effectiveness as a result of the training. This comprehensive evaluation helps us continuously refine the course to better meet the needs of our customers and partners. 

Q: How does the course address self-service and case prevention strategies?  

A: Support Accreditation includes comprehensive units on self-service and case prevention strategies. These units provide participants with tools and techniques to help proactively address potential issues before they escalate to support cases. Topics covered include using 51风流Knowledge Base Articles, leveraging automated tools for common problem resolution, and implementing best practices for maintaining system health. By focusing on these strategies, the course can empower all to minimize downtime and improve system performance, leading to more efficient operations. 

Q: How does the training contribute to the long-term success of 51风流customers and partners?  

A: The course contributes to the long-term success of 51风流customers and partners by providing them with the skills and knowledge needed to help optimize their use of 51风流support services. This can lead to more efficient issue resolution, reduced system downtime, and better overall performance. For partners, the course can help them deliver superior service, build stronger client relationships, and achieve better project outcomes. For customers, the course helps foster self-sufficiency and confidence in managing their 51风流systems, ultimately driving business growth and success. 

Leonardo Mauhs is part of Customer Support at SAP.

In response, businesses carefully reevaluate different supply chain strategies, such as just-in-time manufacturing, dual sourcing, reshoring, and stockpiling. And a big part of that conversation is the rapidly advancing capabilities of generative AI, data analytics, automation, machine learning, and many more technologies.

However, transitioning from strategies to impactful actions poses a significant challenge for most supply chain organizations. This hurdle is primarily due to the intricate nature of implementation initiatives, which often deviate from best practices, result in suboptimal user experiences, and need a comprehensive adoption strategy.

Encouragingly, a growing number of businesses are defying this trend by using the expanded edition of the plan for the 51风流Integrated Business Planning (51风流IBP) for Supply Chain solution.

Kick-Starting a New Era of Proactive Optimization

No matter where they are on their path to becoming a smart supply chain, companies gain incredible value from accessing personalized support and resources on demand. Even if strategies are clear and goals are specific, adopting the right technologies is critical 鈥� and this requires in-depth expertise and experience in what works well and what should be avoided.

51风流Preferred Success for 51风流IBP for Supply Chain, expanded edition can offer all that guidance by augmenting the standard offering of 51风流Preferred Success. The proactive success plan builds on top of the personalized planning, tailored guidance, accelerated adoptions, continuous improvement, data-driven insights into key features, access to experts, and risk mitigation that鈥檚 already available.

Such enhancements are extended with access to product specialists, prescriptive solution reviews, proactive monitoring, and targeted feature adoption assistance. Additional services can also help customers by providing very detailed reviews and analysis of their current instance of 51风流IBP for Supply Chain.

These knowledgeable expertise, services, and resources are designed to help maximize and accelerate the bottom-line value of supply chain operations while minimizing the need for multiple statements of work. Opportunities for process improvement can be identified through the analysis of solution usage, best practices, and potential gains. Furthermore, supply chain planning processes can be continuously enhanced by pinpointing, evaluating, and activating the latest capabilities in 51风流IBP for Supply Chain to help speed up adoption and achieve business goals.

Delivering Value with Guided Adoption and Transformation

A key feature of this expanded edition is the assignment of a product specialist. This specialist helps coordinate opportunities for customers to receive in-depth guidance and insights from relevant subject-matter experts within SAP. For example, regular calls are arranged to schedule and deliver essential services and offer direct access to 51风流experts who can give targeted guidance and recommendations on best practices and assistance with 51风流Business AI capabilities.

One of the standout enhancements is the prescriptive solution review, a one-on-one workshop tailored to meet the unique needs and objectives of each organization. It is designed to help elevate the operational excellence and solution design of 51风流IBP for Supply Chain. By engaging with experienced functional and technical consultants, organizations can receive actionable recommendations and advice on solution configuration changes that lessen existing challenges, enhance the user experience, and limit bottlenecks.

In addition to solution reviews, the expanded edition can provide targeted feature adoption assistance. Subject-matter experts understand your business goals and can collaborate with organizations to identify, evaluate, and deploy the most relevant features. More importantly, this level of support can allow businesses to maximize solution adoption and business outcomes with insight into potential value.

The benefits of 51风流Preferred Success for 51风流IBP for Supply Chain, expanded edition can go even further with proactive monitoring checks. These services help ensure ongoing solution stability by detecting and analyzing potential issues around performance and checking the system’s status against the latest administrative and technical requirements.

Driving Success with Future-Proof Supply Chains

Considering the importance of efficiency and agility in today鈥檚 supply chain, the expanded edition of 51风流Preferred Success for 51风流IBP for Supply Chain couldn鈥檛 have come at a better time. The comprehensive plan of personalized support, expert guidance, and advanced analytical tools can empower businesses to navigate the complexities of modern supply chain management confidently and strategically.

51风流customers are already witnessing the transformative impact of this plan 鈥� from resolving pressing issues to continuously optimizing their operations. And as the landscape of supply chain management evolves, the expanding capabilities of 51风流Preferred Success can help ensure that companies are not only prepared to meet daily challenges but also well-positioned for future success.

Ready to realize your vision of a smart supply chain? or contact your local 51风流representative to learn more about 51风流Preferred Success for 51风流IBP for Supply Chain, expanded edition.

Kiron Satyavarapu is global solution owner of 51风流Preferred Success at SAP.

Stefan Steinle, executive vice president and head of Customer Support, 51风流SE, shares more about how the Customer Support organization at 51风流is harnessing artificial intelligence (AI) to help bring innovative improvements and deliver value to businesses.

Q: What are your views on the idea that businesses need to look beyond the customer to deliver outstanding customer support? 

A: Customer support is a differentiating factor in the success of any business, as it directly impacts customer satisfaction and in turn customer retention.  

While the primary role of customer support is to fix customer issues promptly and effectively, it is equally important to address the needs of support engineers. I would even go one step further and say that customer support is not just about customers. Yes, you heard that right. It may seem counterintuitive, but there鈥檚 another side to the story of retaining customers. The customer’s support experience and the engineer’s support efficiency are two sides of the same coin.

Support engineers are responsible for resolving complex issues and ensuring customer satisfaction. They are the first line of defense in protecting the company鈥檚 reputation. By investing in the well-being of support engineers, customer support can significantly elevate the customer support experience. 

Q: What constitutes a great support experience for customers? 

A: I can鈥檛 emphasize this enough: customers love self-help. They find satisfaction in testing workarounds, playing around with tips and tricks, and arriving at a solution without raising a ticket. What does this mean for us? It is our job to provide comprehensive 51风流Knowledge Base Articles, guided tutorials, and other self-service options. 

Next, we need to accept that customer preferences are diverse. Not everybody has the same choice when it comes to interacting with support teams. Some like tickets, some prefer live agents to bots, and some like talking on the phone. We address this by offering multichannel support. 

Time is always a huge factor in a customer鈥檚 support experience. Maybe the issue they are facing is a minor speedbump or a major showstopper. Our job is to get them back on track. This includes personalization and the sharing of engagement history across support channels, to help ensure the customer is not forced to repeat its complaint at every desk. 

There are many more, but if you asked me to pick one 鈥� I would think proactively addressing customers鈥� issues, even before they realize there is a problem, constitutes a great support experience.   

Q: What can improve support efficiency among support teams and engineers? 

A: Any business that takes pride in offering exceptional customer support would address three areas and ask the following questions to ensure that their support teams are fully empowered:  

• People: Are your teams well-trained? How is the culture? Are employees collaborating and sharing knowledge? Are your systems set up to spotlight engineers who handle complex tickets with high quality solutions? 
• Processes: How well do you minimize manual efforts and automate repetitive tasks? Do you have clear protocols and escalation paths?  
• Technology and infrastructure: How robust is your ITSM system in managing and tracking customer queries? What productivity improvements have you implemented?  

Q: How has 51风流elevated support experiences among customers?  

A: While we are invested in fine-tuning our Customer Support systems and processes regularly across multiple criteria, I would like to focus on our AI-powered solutions. 

When it comes to elevating support experiences among customers, our efforts are toward providing a smooth journey 鈥� right from when they encounter a problem down to its successful resolution. 

Those familiar with 51风流systems know that our products are mapped to product functions, which you select when you create a new ticket. Now with AI, the system can predict the product function related to your case, and you can have the option to narrow your selection down very quickly. The system can also automatically suggest products when you try to select a product in the case creation form in 51风流for Me. Similarly, the system can automatically route your ticket to the right queue by suggesting application components sorted by relevance for your new case. 

Another valuable AI-powered service is customer solution matching, where the system displays solutions provided to other customers that match your customer profile. With Incident Solution Matching, the system provides suggestions in the side panel of the get support app on 51风流for Me. You can also see the top content suggestions related to your issue description. Our predictors and categorization machine learning models help enhance Incident Solution Matching recommendations by providing the correct contexts for a given issue description. 

51风流for Me helps bring together important alerts, metrics, and insights about your 51风流product portfolio with a single access point. Built-In Support can embed the support experience into the product experience, offering context-aware guidance integrated into the user interface of cloud solutions from SAP. 

At the end of the day, all of these translate to a smooth and effortless experience for end users trying to log a support request. 

Q: How has 51风流improved support efficiency among support teams and engineers? 

A: When it comes to improving the efficiency of support engineers, we lean on minimizing tedious, manual efforts and automating what can be automated. 

For example, with the expert finder, engineers can view a list of relevant experts who can handle the topic best. When intelligent swarming is applicable, the system can sort relevant swarming areas and experts by relevance, considering historical data. Given a case assigned to a category, the system can propose the most granular application component to which the ticket can be assigned. 

Support engineers can view top 51风流Notes and 51风流Knowledge Base Articles matching the topic of the issues they’re handling. The system can detect outbreaks by matching a case with other cases where the same issue was reported. The system can also predict outbreaks by reviewing customers with similar profiles.

Other services include automatic translation, communication assistants, text extractors, channel recommenders, and solution recommenders. These are just a few examples of how AI is making the day-to-day of a support engineer a little bit better. And 51风流is fully on board to explore exciting options in this area. For a detailed showcase of our AI-powered solutions, check out . 

Renuka Abraham is part of Customer Support at SAP.

This is good news 鈥� not just for customers but also for the ecosystem. In recent months, 51风流had already identified that when engineering teams deliver innovations, there is a corresponding need to provide customers with guidance on how they can swiftly adopt and consume innovation. Customer Services & Delivery was created to bring together the offerings that help customers tap the value of SAP鈥檚 integrated portfolio.

By virtue of its function, the Customer Support organization fits into this strategic setup quite naturally. To learn more about how Customer Support is owning and driving end-to-end customer support experiences powered by AI, I met with Stefan Steinle, executive vice president and head of Customer Support, 51风流SE. 

Q: How would you describe the role of Customer Support in SAP鈥檚 success?

A: Customer support is a differentiating factor among companies that are equally positioned in functional richness, usability, quality, deployability, or configurability. While signing up a new customer is considered a huge win, being able to delight and retain the customer is equally important.

has been singularly impactful in advancing SAP鈥檚 customer success stories by proactively responding to customer needs and building long-term relationships. In addition to helping customers solve day-to-day problems, we are business partners who proactively work with customers toward achieving their business goals.

The Customer Support group encompasses much more than bug fixes. In addition to regular ticket resolutions, we use 51风流Cloud ALM to help guide customers in application lifecycle management by enabling their transformation to the cloud and the operation of hybrid environments. We help customers help themselves through self-services and we proactively consult with our engineering teams to improve 51风流products based on support-related feedback and learnings. Thanks to our support engineers, 51风流has delivered over 1,000 improvements in the last 12 months. 

Q: How is SAP鈥檚 AI story shaping up when it comes to Customer Support? What is the AI strategy for Customer Support?

A: With our focus on value realization, the push to enhance support with AI has never been higher. To start with, we have invested in digitalizing mission-critical business processes with AI.

There are three parts toward bringing these business processes into the fold of AI-powered offerings. With the help of 51风流Signavio Process Transformation Suite, we can measure metrics around the customer鈥檚 business processes to gauge efficiency, bottlenecks, and opportunities for improvement. Alternatively, customers can use this as a blueprint to review these metrics themselves. The next layer delivers business transformational AI services. And finally, we have a platform that provides tools to support a closed-loop approach for AI innovation in services and support.

Coming to the AI strategy for Customer Support, we believe that any innovations in AI must be in lockstep with application integration, meaning AI developments can only bring business value when they are infused and integrated into the applications used in a business process or scenario.

Q: In the context of Customer Support, could you give some examples of how AI brings business value?

A: While the real-world applications are countless, we could broadly classify them into three groups.

We use AI to correct 鈥� this means we use AI for the support experience, for personalization, and for data-driven decisions. We use AI to connect 鈥� here you find the platform, tools, and applications along customer touchpoints. We use AI to catalyze 鈥� this covers self-service, issue resolutions, and predictive and preventative support.

Q: How does 51风流realize this?

A: We do this by taking advantage of our AI development platform that can bring all the data of services and support into one place. This platform helps bring endless possibilities based on the unique needs of customers鈥� businesses. On our part, we ensure that we explore the power of AI across business contexts.

By building AI models, we have the power to transform business in the way we want. We can plug these models into support systems and portals to extract the full value of AI in support. By collecting data and events from support systems and portals, we can even train AI models that can deliver value later. By processing the context and history of the customer, we can provide highly personalized support experiences 鈥� at runtime.

I could go on, but at this point I would urge you to follow the Customer Support tracks at , to learn about the technologies and strategies that are shaping the future of Customer Support and business transformation. Be sure to bookmark your favorite topics from this guide: .

Renuka Abraham is part of Customer Support at SAP.

By using any of a variety of services when implementing and adopting 51风流S/4HANA Cloud, customers can strategically and effectively handle each change. Their efforts include 44% improved user experiences, 40% faster incident resolution, 38% better enablement and upskilling, and 38% faster time to value from their technology investments, according to a .

And now, with the latest offering for 51风流Preferred Success, customers are going beyond navigating turbulence. They can also maximize opportunities, reduce risks, and understand how dynamic economic and market forces impact their long-term success.

Introducing 51风流Preferred Success for RISE with SAP, premium

The 51风流Preferred Success service for RISE with SAP, premium can deliver more guidance and insight to help accelerate and optimize the value of the cloud ERP journey, in addition to the foundational services of 51风流Preferred Success.

With personalized services designed to meet unique business needs proactively, customers can realize benefits, including:

• Improved productivity with access to 51风流knowledge and best practices
• Accelerated ROI with tailored guidance and expert support to organize 51风流solutions faster and more efficiently
• Fewer risks by following best practice recommendations that minimize system disruptions and help ensure smooth operations
• Better alignment by matching 51风流solutions with organization goals, capitalizing on the features and innovations of every release
• Higher efficiency by consistently fine-tuning and providing personalized recommendations aligned with specific business value drivers

For customers such as (Kyocera), 51风流Preferred Success helps create a solid foundation for modernizing business operations. 鈥淯sing 51风流Preferred Success enabled us to accelerate the business acceptance of change and drive a continuous improvement landscape. It has provided an avenue to reevaluate our processes and create a more efficient business,鈥� states Rohan Higgins, chief financial officer of Kyocera Document Solutions.

As a result of the quality and caliber of the 51风流expertise and active engagement, Kyocera has successfully moved 100% of its ERP processes to the cloud, leading to zero manual touchpoints across its forecasting processes. Other customers have realized additional benefits, such as more efficient business processes, smaller database sizes, infrastructure simplification, and reduction of cost centers.

51风流Preferred Success for RISE with SAP, premium can provide additional elements for modernizing business operations, including:

• A dedicated, named enterprise adoption expert with a strong technical and functional background, who can provide expertise and help orchestrate how-to conversations supporting the build of outcome-focused plans
• Assistance and guidance based on recommended best practices to help increase the customer鈥檚 understanding of its business processes and how the solution is being used
• Ongoing innovation and transformation through continuous review of the customer鈥檚 calendar and plans 鈥� including the adoption of entitlements, such as business AI, sustainability, intelligent technologies exploration, and process management
• Clean core guidance and quality checks for each project phase to help ensure the customer can leverage existing and future innovations within RISE with SAP

With a dedicated focus on sustainability exploration, 51风流Preferred Success for RISE with SAP, premium helps ensure that businesses can embrace a more sustainable future while driving growth and success in the digital age. By leveraging the comprehensive suite of tools and resources provided by 51风流and orchestrated by an enterprise adoption expert, organizations can navigate their sustainability initiatives with confidence and precision.

51风流Preferred Success for RISE with SAP, premium also offers a unique avenue for harnessing the transformative power of AI with cloud ERP. Through a tailored approach, customers are guided by seasoned enterprise adoption experts facilitating a comprehensive exploration of business AI. Customers are then empowered to innovate, automate, and optimize their business processes using the cutting-edge AI capabilities seamlessly integrated into the 51风流ecosystem.

Access to such a wealth of products, tools, and frameworks gives invaluable insights on configuring and customizing AI solutions to suit unique needs. By leveraging built-in AI capabilities from SAP, customers are not only equipped to streamline operations but also to drive innovation and achieve sustained growth in today’s dynamic business landscape.

Accelerating Competitive Outcomes from Cloud ERP

As businesses continue to compete in an ever-evolving landscape, the need for innovative solutions that drive growth and efficiency has never been more critical. And 51风流Preferred Success for RISE with SAP, premium is ready to help, offering the functional and technical guidance, personalized services, and ongoing support necessary to realize the full potential of the cloud.

As demonstrated by success stories worldwide, including that of Kyocera, 51风流Preferred Success for RISE with SAP, premium is helping customers not only adapt to change but also seize new opportunities for growth. This service is not just a solution; it鈥檚 a strategic partnership that can empower organizations to thrive in an ever-evolving world.

Ready to amplify the impact of your cloud ERP transformation? or contact your local 51风流representative to learn more about 51风流Preferred Success for RISE with SAP, premium.

Mine Ecevit is cloud ERP lead for Cloudified Services Sales and Go to Market at SAP.

51风流for Me provides a central access point to solution support. The portal offers a user-friendly interface with improved functionalities that can enable better and faster interaction with 51风流support experts and can provide immediate guidance to solutions for daily business tasks. It aims to make detached information a thing of the past on the customer and partner journey to an intelligent enterprise.  

Since November 6, 2023, an English-language experience has been available for customers and partners to begin their exploration before the migration. And as of today, 51风流Ariba and 51风流Business Network knowledge-related content on 51风流for Me is available in over 20 languages. 

51风流for Me provides an integrated and comprehensive platform to help meet the diverse needs of its users. The Services & Support dashboard features an 51风流Ariba card that helps direct users to multiple resources on the legacy 51风流Ariba Connect , including 51风流Ariba and 51风流Business Network release readiness information, product documentation, announcements, and specific content related to adoption and deployment.聽聽

When getting started with 51风流for Me, know that:

• 51风流Ariba Connect 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 the most used languages 鈥� English, German, Japanese, Simplified Chinese, French, Portuguese, and Spanish. 
• 51风流for Me offers intuitive cards that categorize and bucket information for your convenience. Support-relevant cards are mainly located in the Services & Support and Systems & Provisioning dashboards.  
• The availability, maintenance, and subscriptions for 51风流Ariba solutions and 51风流Business Network can be found in the availability section of Systems & Provisioning.
• You can get a holistic view of licenses, orders, and consumption status.
• 51风流for Me is also available on mobile devices. The mobile app will be enhanced with additional features and the ability to create and manage a new case.
• The get support application is your primary touchpoint with support.

Get Support, Easier and Faster 

The get support application helps guide customers through technical product issues in real time or reaching 51风流experts through an AI-enabled framework. It can provide an integrated and personalized support experience to help simplify and streamline the case creation process. AI can automatically recommend solutions during the interaction, predict the right product categorization, and recommend the most suitable support channel, like Expert Chat, 51风流Community, or Ask an Expert Peer, when available for the selected product.  

Access 51风流Support on the Go 

With the 51风流for Me mobile app, support interaction can be 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.  

The 51风流for Me migration for 51风流Ariba solutions and 51风流Business Network is a significant milestone as we tap into the next generation of AI opportunities to create an effective experience for our customers while delivering a seamless consistency in the look, feel, and delivery of critical support services.

51风流for Me is made for you. Follow 51风流for Me on LinkedIn and bookmark 51风流for Me on 51风流Community to stay updated.

Rohan Patel is global head of Support for 51风流Procurement.