WALLDORF, Germany, May 20, 2021 /PRNewswire/ -- SAP
SE (NYSE: SAP) today announced it has integrated advanced
support into its solutions to deliver the intuitive experience
modern business users need. With artificial intelligence and
machine learning, the Built-In Support concept from SAP moves
support directly into the application, simplifying and accelerating
customer interaction with an embedded, contextually aware digital
support assistant. To meet customers wherever they are, Built-In
Support has driven the delivery of cutting-edge tools and access to
live support from experts in fewer steps, helping to improve
business outcomes and increase value for SAP customers.
"Our overarching goal is to make support not only effortless but
also available how and where customers want it – within the
application – and contextually aware of their needs," said
Andreas Heckmann, executive vice
president and head, Customer Solution Support & Innovation, SAP
SE. "Just as the RISE with SAP package brings together everything
you need to transform your business in the cloud that works best
for the customer, SAP now offers a matching intuitive, connected
and holistic support experience that helps make it easy for
businesses to improve operational reliability and efficiency."
This innovative customer experience leverages AI and machine
learning to deliver the intuitive experiences that users have come
to expect from smart phones but with the full might of SAP's
engineering powering the interaction behind the scenes. With the
latest advances, the intelligent, customized support SAP has been
pioneering for years with enterprise software now provides an
easy-to-engage consumer-grade experience for customers.
Built-In Support Connects Customers to AI-Enabled
Help
Based on the Built-In Support approach, an embedded,
contextually aware digital support assistant is currently available
for SAP S/4HANA® Cloud. Following the Built-In Support
approach, contextually aware digital support will soon be embedded
in additional solutions, including the SAP® Integrated
Business Planning for Supply Chain and SAP Cloud ALM solutions.
Key features of the contextually aware embedded support
include:
- Intelligent search and the Incident Solution Matching
service: These features answer users' questions faster using an
intelligent search feature that knows where the customer is
and automatically suggests personalized solutions.
- Expert Chat service: Without leaving the application,
users can easily initiate a chat session using the Expert Chat
service to contact a domain expert who can help solve issues much
faster.
Predictive Support Features Show the Support of
the Future
Thanks to historical data of past usage, preventative services are
inching closer to reality. By analyzing performance and error data,
cloud health redefines traditional monitoring and enables
preventative action, helping businesses avoid costly disruptions
and time-consuming incidents. These advances have helped move SAP
one step closer to offering fully predictive support that can
anticipate and solve a problem before it occurs.
Effortless Interaction
Today's users are often not
the IT experts of yesteryear. Any user may need support, and they
increasingly are expecting to access prompt and proper support
without leaving the application. This kind of in-context support
helps reduce disruptions and costly downtime and improve
efficiency, while providing a much more intuitive and streamlined
support experience.
Keep Up Customers' Business Continuity
SAP Cloud ALM
has already been included in a subscription for SAP S/4HANA Cloud
and is one of the key components of the RISE with SAP program. The
application lifecycle management capabilities provided by SAP Cloud
ALM help customers implement SAP S/4HANA Cloud quickly and
standardize its operations for increased efficiency.
These new solutions and tools are part of the next generation of
support technology and customer experience, available now from
SAP.
Visit the SAP News Center. Follow SAP on Twitter at
@SAPNews.
About SAP
SAP's strategy is to help every business run
as an intelligent enterprise. As a market leader in enterprise
application software, we help companies of all sizes and in all
industries run at their best: 77% of the world's transaction
revenue touches an SAP® system. Our machine learning, Internet of
Things (IoT), and advanced analytics technologies help turn
customers' businesses into intelligent enterprises. SAP helps give
people and organizations deep business insight and fosters
collaboration that helps them stay ahead of their competition. We
simplify technology for companies so they can consume our software
the way they want – without disruption. Our end-to-end suite of
applications and services enables business and public customers
across 25 industries globally to operate profitably, adapt
continuously, and make a difference. With a global network of
customers, partners, employees, and thought leaders, SAP helps the
world run better and improve people's lives. For more information,
visit www.sap.com.
Any statements contained in this document that are not
historical facts are forward-looking statements as defined in the
U.S. Private Securities Litigation Reform Act of 1995. Words such
as "anticipate," "believe," "estimate," "expect," "forecast,"
"intend," "may," "plan," "project," "predict," "should" and "will"
and similar expressions as they relate to SAP are intended to
identify such forward-looking statements. SAP undertakes no
obligation to publicly update or revise any forward-looking
statements. All forward-looking statements are subject to various
risks and uncertainties that could cause actual results to differ
materially from expectations. The factors that could affect SAP's
future financial results are discussed more fully in SAP's filings
with the U.S. Securities and Exchange Commission ("SEC"), including
SAP's most recent Annual Report on Form 20-F filed with the SEC.
Readers are cautioned not to place undue reliance on these
forward-looking statements, which speak only as of their dates.
© 2021 SAP SE. All rights reserved.
SAP and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of
SAP SE in Germany and other
countries. Please see https://www.sap.com/copyright for
additional trademark information and notices.
For customers interested in learning more about SAP
products:
Global Customer Center: +49 180 534-34-24
United States Only: 1 (800) 872-1SAP (1-800-872-1727)
Please consider our privacy policy. If you received this press
release in your e-mail and you wish to unsubscribe to our mailing
list please contact press@sap.com and write Unsubscribe in the
subject line.
View original content to download
multimedia:http://www.prnewswire.com/news-releases/sap-allows-customers-to-access-support-easily-and-without-disruption-301295976.html
SOURCE SAP SE