In a series of three articles, we present the new SAP ONE Support launchpad, SAP’s central entry point to all of its service and support applications.
The launchpad has been in use at more than 15,000 SuccessFactors customers since April 2015 and will be available for all large enterprise users from the end of October 2015.
What’s new about the SAP ONE Support launchpad?
SAP has a strong track record of offering a central entry point that its customers can use to find the support and materials they need, whether they’re searching for SAP Notes, managing license keys, or looking for software downloads and SAP Knowledge-Based Articles – such as How-To Guides. The foundations were laid with SAP Service Marketplace in 1997 and extended with the launch of SAP Support Portal in 2004. Both portals were designed to provide information and access to all the service and support applications that ensure customer-specific SAP solutions run smoothly and without disruption. With 1.8 million registered Support users, better known as “S-users,” the SAP Support Portal (support.sap.com) is the third most-visited SAP website after scn.sap.com and sap.com.
So far, so good, you might say. If you’re a long-standing SAP customer, that is. Because, in the past, customers that joined the SAP fold after an acquisition – like Ariba, Concur, and Fieldglass – or through an acquired company have not enjoyed quite so direct a route to SAP’s service and support offerings. Currently, each integrated company has its own dedicated support portal. The SAP ONE Support launchpad is set to change all that.
That’s because, true to its guiding principle of Run Simple, SAP is committed to reducing the complexity of its support and service experience too, and is currently developing the new SAP ONE Support launchpad in close cooperation with customers as part of the SAP ONE Support program. The SAP ONE Support launchpad will consolidate all the current access routes to offer a single entry point for all service and support requests and for all SAP solutions.
What are the benefits?
Simplicity and user-friendliness are key characteristics of the next generation of service and support applications. And new technologies like SAP HANA, SAP HANA Cloud Platform, and SAP Fiori allow these applications to profit from real-time computing, rapid innovation cycles, unified user interaction, and integration of mobile end devices.
In the new SAP ONE Support launchpad, all the required information is presented in visual form. With the help of specific KPIs, determined in real time based on SAP HANA, users can see at a glance which actions to take for their particular software solutions. The KPIs are presented in graphical form or as a numeric value.
The key benefits of the SAP ONE Support launchpad are:
- Central entry point for all SAP solution deployment environments, including cloud (for example SFSF, Ariba, SAP HANA Enterprise Cloud), on premise, and hybrid
- Personalized view of the actions, applications, and solutions that are relevant for each user
- Real-time KPIs for a rapid overview of the status of actions to be taken
- Simple and intuitive user interface (SAP Fiori)
- Central and personalized search for various documents and objects such as SAP Notes, Knowledge-Based Articles (KBAs), SCN Forum, Lithium Forum (SFSF), systems, installations, users, notifications, and software
Why a new SAP ONE Support launchpad?
There are currently two clearly discernible trends in today’s software market: Firstly, the number of hybrid software landscapes incorporating a mix of on-premise and cloud products is increasing. These either represent an interim step in a company’s transformation to an entirely cloud-based solution landscape or a strategy that involves enhancing an existing on-premise deployment with cloud solutions. Secondly, the increased use of mobile devices is hiking demand for simple and intuitive applications. Users are increasingly taking center stage in software solutions and they expect to enjoy the same level of functionality whatever device they happen to be using. The SAP ONE Support launchpad is SAP’s response to these trends.
The next article will feature the concepts on which the SAP ONE Support launchpad applications are built – including personalization, user-centricity, and “Know me – Guide Me – Help me” and the users’ benefits.
Learn more: SAP One Support launchpad website
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