April 30, 2013
(NYSE: SAP) has launched a new control center approach to help customers get the most out of their SAP investments. Delivered by the SAP® Active Global Support (SAP AGS) organization and unique in the software industry, the control center approach helps companies achieve the most effective and efficient implementations and optimize ongoing operations. It also enables businesses to drive growth and increase customer satisfaction by quickly and easily deploying innovations such as the SAP HANA® platform and cloud and mobile solutions. The control center approach is available to customers using,
Innovation cycles are becoming shorter, so the ability to maintain a competitive edge often depends on quickly implementing the latest technology. Based on the long-term support experience of SAP AGS, the control center approach helps customers to innovate better and run their business more cost-efficiently. It is designed to fix issues, enable smooth installations and increase satisfaction at all stages of a customer's relationship with SAP.
The control center approach consists of three components: the
innovation control center
and the operations control center, both located at the customer site, and the
mission control center
, located remotely at an SAP facility. Each is designed to complement the other and provide high-level support through the life cycle of an SAP solution.
The innovation control and operations control centers are connected in real time to dedicated remote mission control center locations to help ensure best practices are being used for the implementation and that ongoing operations are supported. The mission control center locations are managed by experts from support, development and product management. A major advantage is to have all experts in "one room" at the same time focused on the specific customer situation. These interdisciplinary teams proactively monitor a customer's installation in real time, allowing issues to be quickly identified and addressed. This also helps customers to adopt SAP Best Practices and resolve functionality concerns. To date, SAP has launched three mission control center locations, including two in
and one in
the United States
. Additional locations are planned to be opened in
"As businesses need to innovate constantly to compete globally, we see a much higher 'need for speed' when dealing with implementations today," said Dr.
, executive vice president and head of SAP Active Global Support. "SAP's control center approach offers customers a way to optimize their implementation, have a close link to development in a tangible way to reduce the number of developments needed, stick as close to SAP standard as possible to achieve a sustainable solution. This would later enable them to maximize investment in innovation."
Interconnected Control Centers Help Ensure Tight Customer Integration
The approach brings together SAP experts and members of customer teams in high-tech, purpose-built control centers. Connected through the
SAP® Solution Manager
application management solution, these centers work together to provide customers with guidance on how to utilize existing SAP functionality to fulfill business requirements.
At the outset of an implementation or innovation project, the innovation control center delivers customer support aimed at modification-free implementations and continuous improvement within the business. The center is run by an on-site lead from SAP and supported by functional experts from the customer or the customer's implementation partner. Using SAP Solution Manager, this team works together using the innovation control methodology in which "SAP solutions are built to run as efficiently as a factory."