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SAP Learning High Tech | MEE SAP Enterprise Service Management

High Tech

SAP is a German multinational software company that develops enterprise application software. SAP is the world leader in enterprise applications in terms of software and software- related service revenue. SAP serves more than 378,000 customers in over 180 countries.

95% SLAs Achieved Service Level Compliance reached with first response within 24 hours

Headquarters Germany

Products Enterprise software

Web Site sap.com

Business Challenges • Address customer experience challenges due to multiple entry points, teams supporting different topics, and disparate system landscapes ensuring a high SLA adherence • Unify support for ALL SAP Learning users under a single AI-led solution addressing customer inquires, support needs and cross team collaboration, while driving strong efficiency gains • Incumbent 3rd party solutions did not address anonymous user needs creating support challenges Customer Benefits • Open collaboration and increased efficiency for 250+ support agents across 10 different teams • Unified customer inquiry timeline and data integration enables hyper personalized customer experiences for 2M+ customer contacts and employees • Intuitive user design enables all user levels to navigate easily and use the tool effectively • Clear insight to service status and key metrics ensures high performance service and operations “The intuitive design of the user interface makes it easy for users at all levels to navigate and utilize the tool effectively.”

9% Reduction In case resolution time

Alexandra McElhinney SAP LSESS Technical Product Owner SAP SE

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