Preferred Care Cloud Edition

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Presentation transcript:

Preferred Care Cloud Edition Public Preferred Care Cloud Edition January 20, 2016

SAP Preferred Care Enhanced support foundation for customer success Plan your business Collaboration | Personal remote guidance for business event-planning and adoption of new features | Tailored support engagement plan driven by business priorities and key milestones   Hyperconnectivity is reinventing the world economy. Individuals, businesses, and societies are becoming interconnected in real time. The result? A new Digital Economy that will be more collaborative, intelligent, responsive, and efficient — with dramatic increases in productivity and economic value. This incredible transformation requires you to move faster than ever before. Cloud solutions from SAP can help you jump-start business opportunities and reduce capital expenditures, risk, and total cost of ownership. The enhanced support foundation provided by SAP Preferred Care, which includes a goal-based support engagement plan, will help you unlock the value of your cloud solutions. Achieve your goals Empowerment | Schedule-an-expert and Meet-an-expert sessions | System-administrator enablement | Testing best-practices Re-Imagine Software Support for Business Processes Unlock value Innovation & Value Realization | Optimized implementation and operations | Enhanced proactive support at certain milestones | Collaborative and optimized release planning | Improved Preferred Care scorecard Goal-based engagement Proactive support Expert guidance Enhanced release management Designated customer success manager to understand customer-specific needs and unlock value. Run optimally Mission-Critical Support | SLAs1 that are enhanced for faster issue resolution | Top issue management and trend analysis for proactive risk mitigation 1Service-level agreement

Realizing the value Delivering value through enhanced support* Your customer success manager is the key to unlocking value, orchestrating business benefits that are tailored to you along the way. Enhanced release management Business goal-setting and support engagement planning Access to product expertise Business event- planning Implementation to SAP Support transition Utilize Onboard Optimize Incident trending and best practices Launch Enhanced target SLA Preferred Care scorecard Safe-start support Optimization support Value map guidance Customer enablement *Preferred Care portfolio and engagement expands beyond the deliverables listed here. See appendix for details.

Ongoing touch-points with your CSM Sample goal-based support engagement plan Drive your priorities with personalized support from your customer success manager Business Goals Q1 Q2 Q3 Q4 Initiative A Maintenance Projects Initiative B Release Planning Initiative C Innovations Ongoing touch-points with your CSM

Sample SAP Preferred Care Scorecard Show progress towards your business goals

Safe-start support Run optimally Smooth go-live and operation of critical business solution Increased maintainability and reduced administrative effort related to the solution More robust security set up with increased protection from potential cyber threats + Increased stability and performance of business-critical interfaces Enhanced Support Safe-Start Consistency of data and seamless access of authorized users across all cloud and on-premise solutions Increased end-user satisfaction and enhanced end-user experience with the solution

Global network of experts Bridging the knowledge and skills gap Service & Support Backbone Product Support Incidents/ BreakFix Data Center Operations Engineering/ Development Customer IT Customer Success Manager Consultative Approach to Operations and Delivery Customer Engagement Executive Strategy, Relationship Governance, and Adoption Customer LoB Additional experts pulled in when required Mission Control Center Product Management For more details on CEE and CSM roles, see appendix.

Enhanced target service-level agreement (SLA) Cloud support Benefits Service-level agreement on initial response time and resolution target Accelerated problem-resolution for productive system incidents and top issues1 Minimized business disruption and unforeseen downtime Help for reducing the financial impact of support issues Click here to view the SAP Cloud Support Policy with SLA details. SLA SAP SAP Solution Manager Customer New incident message Mission-critical support 1Situations that may endanger the go-live of a preproductive system or have a significant business impact on your core productive system.

Appendix

SAP Enterprise Support SAP Preferred Care – Enhancing the foundation Bringing the best of two worlds together (Cloud and On-Premise) Remote SAP Preferred Care Focus on enhanced support and personalization ENHANCED SUPPORT FOUNDATION Cloud Edition On-Premise Edition SAP Enterprise Support Standardized delivery and best practices Cloud Edition SUPPORT FOUNDATION On-Premise Edition Cloud Hybrid On Premise

Realizing the value Throughout the customer lifecycle Your designated customer success manager (CSM) is committed to your success – to unlock value in pursuit of your business goals. Your tailored engagement includes proactive support to ensure operational excellence and give you access to expert guidance. This diligence and personalization sets the stage for a successful release and realization of business targets. Onboard Launch Utilize Optimize Preferred Care and support overview Understand the value of Preferred Care and how to get the most of your enhanced support. Support engagement plan execution management See the support execution and support engagement plan recommendations in action. Engagement review meetings Review engagement status through the PC scorecard, Enterprise Support Report and incident trending overview. Enhanced release management Prepare for a successful release. Receive release notes based on your environment, support with adoption of new features, and guidance related to key milestones. Mission-critical support Improve initial response times and resolution targets for non-defect issues through enhanced target SLAs. Customer enablement Ensure success in the critical pre-go- live period by bridging the gap between business strategy and how to execute. Implementation to Support Transition Work closely with your CSM to ensure that open issues are documented and are positioned to be resolved before and after going live. Business event-planning Establish business event timelines and get guidance from your CSM during regular touch- points to ensure that all launch dates are met. Access to product expertise Gain access to functional and technical expertise to support new feature adoption and increase existing feature adoption, e.g. Schedule-an-Expert. Preferred Care scorecard Reflect on successes and learn from challenges. Let’s learn and grow together. Business goal-setting Align on annual strategic business goals and priorities in preparation for engagement planning. Value map guidance Make sure you benefit from the full Enterprise Support portfolio in the Enterprise Support Academy. Incident trending and best practices Identify areas for improvement related to incident management and collect data to create actionable plans for service improvement. Enterprise support reporting Walk through the Enterprise Support Report and related reporting to ensure actions are taken to address any open issues. Goal-based support engagement planning Plot your business goals and projects to receive recommendations on deliverables of SAP Preferred Care, such as safe- start proactive and optimization support. Annual service review Review the past year’s business objectives and key achievements.

SAP Customer Engagement and SAP Preferred Care Organizational alignment for a holistic support and services model Customer satisfaction Increased renewal rates Increased adoption Achieving a harmonized SAP Cloud Preferred Care customer experience… SAP Customer Engagement Executive Strategy, Relationship Governance, and Adoption Product adoption and renewals-focused Post-sales relationship management Proactive issue prevention Strategic quarterly business review planning New solution value delivery Account orchestration Commercial issue management SAP Preferred Care Customer Success Manager Consultative Approach to Operations and Delivery Support delivery management Consultative guidance Support engagement planning on existing solution Release guidance Mission-critical support Quarterly support engagement review meeting (Incl. scorecard delivery tracking business outcomes) Incident trend analysis Service & Support Backbone Product Support Incidents/ BreakFix Data Center Operations Engineering/ Development Additional experts when required Mission Control Center Product Mgmt.

CSM Role – Overview Key responsibilities Customer Success Managers support customers to optimally plan and run their business, achieving their goals and fully unlocking the value of SAP Preferred Care for cloud. The Customer Success Manager role is to understand customer specific needs and to define, execute and track via a targeted SAP Preferred Care engagement. They focus on providing business guidance and personalized best practices to drive user adoption and realize business value. Key responsibilities Work with customer and implementation partner in parallel to setup support collaboration and governance Define and drive execution of a targeted goal-based support engagement plan to support key business goals and milestones (e.g. solution implementation and cycle planning) Plan and manage the delivery of relevant proactive support and portfolio offerings as part of the engagement plan Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support Enable key customer stakeholders on personalized best practices (e.g. System Administrator) Provide personalized Quarterly Release Review to support customer to develop an appropriate strategy that maximizes feature adoption Top issue management and trend analysis for proactive risk mitigation Facilitate access to product and functional expertise for certain topic areas via Empowerment Sessions Provide Preferred Care scorecard to ensure strategic business goals are met and the necessary measures are defined to address risks

Live Sample SAP Preferred Care Scorecard—SAP SuccessFactors Show progress towards your business goals

Live Sample SAP Preferred Care Scorecard—SAP HANA Cloud Platform Show progress towards your business goals

Thank you For more information, please contact the program team for the cloud edition of SAP Preferred Care. Additional Links: Sapsupport.info SAP Support Portal