SAP Launches New Control Center Approach to Help Customers Innovate Better
Unique Approach Offers Real-Time Solution Management to Accelerate Innovation
WALLDORF, Germany, April 30, 2013
WALLDORF, Germany, April 30, 2013 /PRNewswire/ --SAP AG (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, SAP® MaxAttention™ and SAP®
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 China and one in the United States. Additional
locations are planned to be opened in Germany, Brazil and Mexico.
"As businesses need to innovate constantly to compete globally, we see a much
higher 'need for speed' when dealing with implementations today," said Dr. Uwe
Hommel, 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."
"Tate & Lyle is in the midst of adopting the innovation control center
capabilities through SAP MaxAttention services in execution of our business
transformation strategy," said Stephen Byers, global VP and CIO, Tate & Lyle,
a London-based global provider of ingredients and solutions to food, beverage
and other industries. "We are very happy with the progress thus far and
believe the framework will allow us to avoid unnecessary modifications by
ensuring SAP Best Practices are deployed through our systems integrator, thus
lowering the overall implementation and ownership costs."
As the implementation approaches the go-live date, the innovation control
center transitions to the operations control center using the same setup at
the customer site. The purpose of the operations control center is to help
ensure that SAP and third-party software solutions run efficiently and without
disruptions. This center supports the streamlined, efficient operation of the
SAP solution with a focus on the prevention of problems and immediate reaction
to any issues.
"The innovation control center carried out comprehensive monitoring during the
entire process of the financial upgrade project. This center played a
mission-critical role in the SAP Best Practices implementation for Minmetals,"
said Yan Xiaoqing, deputy manager of IT department, Minmetals, a Beijing-based
international metals and mining corporation. "The upgraded new system will
play a positive role to promote the business development of Minmetals."
The control center approach is exclusively available through SAP MaxAttention
or SAP ActiveEmbedded, delivering a combination of an embedded support team
that is backed up by deep expertise and engineered services from SAP tailored
to a customer's specific needs.
To learn more, visit www.sapsupport.infoand www.sap.com/services. For more
information, visit the SAP Newsroom.
As market leader in enterprise application software, SAP (NYSE: SAP) helps
companies of all sizes and industries run better. From back office to
boardroom, warehouse to storefront, desktop to mobile device – SAP empowers
people and organizations to work together more efficiently and use business
insight more effectively to stay ahead of the competition. SAP applications
and services enable more than 232,000 customers to operate profitably, adapt
continuously, and grow sustainably. For more information, visit www.sap.com.
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