value for success: engagement and enablement sap …greater success with the sap preferred success...

PUBLIC

User Group Italy- February, 2019

Value for Success: Engagement and EnablementSAP Preferred Success, Enterprise Support, Enable Now

Gianluca Radogna – Senior Principal Customer Success ManagerMarco Vergassola – Enterprise Support Expert EMEALuca Nonfarmale – Senior Solution Engineer, SAP Education EMEA/MEE Presales

2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Speed and innovation

Flexibility and elasticity

Simplification

Fit-to-standard

Always on and up-to-date

The Promise of the Cloud

Digital transformation is driving fundamental change, creating a requirementfor speed and stability at the same time. The cloud brings new opportunitiesto create value for your organization and customers with the promise of:


• Seamless change management, acrosspeople, processes and technology

• Fit-to-standard mentality

• Strong cloud culture

• Adoption and consumption tactics

• Dynamic, structured training plans Out ofthe Box

Usability

CompetitiveAdvantage

ProcessRe-design

Disruption

FastAdoption

Innovation

DigitalEnterprise

Driving success in cloud projects is about much more than justpicking the right solution.

To achieve your business goals, you need:Customer

Cloud Success with Customer Success Plans


Employee Motivational Journey

Engaged

Not Engaged

Actively Disengaged

Time

MasteryThe urge to get better. Because it isfun and satisfying.

AutonomyThe desire to be self-directed. Itproduces things that would neveremerge.

PurposeInspiring place to work. Makescoming to work better. Attractsbest talent.

Employee Engagement Platform

Employee Engagement Framework(Daniel H. Pink)

Enga

gem

ent


Why is Employee Engagement Important?Engagement’s Effect on Key Performance Indicators

22% Higher profitability

EmployeeEngagement

25%21% Higher employee productivity

Difference between high employee engagement companies vs. low employee engagement companiesState of American Workplace, Gallup, 2013

Lower turnover on High-Turnover Orgs

10% Higher customersatisfaction

65%Lower turnover withinLow-Turnover Orgs


Greater Success with the SAP Preferred Success PlanFundamental Principles are Required to be Successful in the Cloud and for Your Digital Transformation

SAP Preferred Success

The Recommended Go-To Success Plan for Public Cloud CustomersGOVERNANCE SETUP

FOCUSED ON CUSTOMER CONTEXT

Design of a solid and effective Governance through a structured methodology

INNOVATION

Adoption of newFeatures every

Quarter

ADVANCED SUPPORTAND BUSINESS

CONTINUITY

Higher SLAs of supportand prioritization of

incident queues

COREPROCESSESPROTECTION

Configurations checksduring Pre-Go live and

Post Go live

SUCCESSRESOURCES

EXCLUSIVE ACCESS

Priority Pass to Access todedicated Success

Resources

GUIDEDTRAINING

PATHS

Orchestration of themultiple training

channels

Personalised and choerent to Customer Context


The service is provided through the coordination and supervision of a dedicated resource named CustomerSuccess Manager. The CSM guarantees that the use of the available tools is carried out in a coherent manner tothe customer context and operates during the entire duration of the contract, on all phases of the Platform'scustomer adoption (On board, Utilize, Optimize, Renew) in a cycle mode.

FOCUS ON CUSTOMER CONTEXT

FOCUSED ONCUSTOMERCONTEXT

SAP Preferred SuccessCustomer Success Manager RoleThe Customer Success Manager accelerates the path to value, by maximizing the impactof your subscription and partnering with you to constantly drive innovation and adoption.This ensures a maximum return on your investment in SAP cloud technology and SAPPreferred Success.

Work with you and yourimplementation team/partnerin the “Onboarding &Implementation” phase toaccelerate Time to Value(TTV)

Provide personalisedquarterly release reviewsto support you to develop anappropriate strategy thatmaximizes feature adoption

Plan & manage the deliveryof relevant proactiveservices & portfolio offeringsas part of the SAP PreferredSuccess plan

Prioritise issue management& enhancement requeststhrough trend analysis forproactive risk mitigation &escalation management

Define & drive execution of theSAP Preferred Success plan,ensuring your aligned strategicbusiness goals are met andthe necessary activities aredelivered to mitigate risks

Own the Cloud Support &Customer Successgovernance model ensuringvalue realisation & ROI onyour investment in SAPPreferred Success

Be the trusted customeradvocate in coordinationwith the CEE to ensurerepresentation of your bestinterests internally to SAPstakeholders

Deliver regular businessreviews to track key metrics& goals, mitigating risk ofnon-execution

Facilitate access to product& functional expertise formaximised adoption &consumption of SAPsolutions & best practices

ProductManagement

CustomerSupport

SolutionsOperations

EngineeringGroup

TechnicalExpert Adoption

HubSuccess Checks

Delivery


GOVERNANCEThe Service provides the design of a solid and effective Governance between SAP and the Customer, through astructured methodology to share and control the achievements of company objectives and the building of a Corporateculture to support the Cloud platforms adoption. This is done through the implementation of an Action Plan (SuccessPlan) to address and monitor Cloud peculiar topics, such as: Adoption, Consumption, Support, Innovation, know-how development. The results are then shared with the customer through Quartly Business Reviews meetings.

GOVERNANCESETUP

Success Plan Review• Preferred Success services delivery:

• Success Check Plan• Adoption & Consumption Plan• Release Planning

Operational Meetings• Operation priorities Identification (stabilization

/optimization)• Incident Management Review Meetings• Top issues follow-up

Quartley Business Review• Quarterly meeting Preferred Success• Review/validate priorities planning• Activities commitments / KPI• Renewals review• Escalation

Management Executive Meeting(on demand)

Qua

rterly

Mon

thly

xxxxxx/ yyyyyy/ zzzzzz

JxxxxXxxxxYyyyyyxxxxxx


GAD/ AE/ GCS VP /


CSMCEEAEGCS VPSales specialistTQM

CSMCEEAE

CSMCEE

Wee

kly

Align on business goals andpriorities. Agree on a sharedcommitment to customer success.

Partner on an assessment ofcapabilities and programs to createa customized joint action plan.

Review quarterly progress ofcapabilities and programs to ensurebusiness value is realized.

TOP PRIORITIES

Customer identify the main Golasand achivements

FOCUS AREAS

SAP Programs / Resources toLeverage

CAPABILITIES

Capabilities that need to develop the FocusArea and achive the Success Program

PLAN

Deliver the Success Plan to beSuccessfully

MET

HO

D

JOINTCOMMITTMENT

QUARTLYBUSINESS REVIEWSJOINT PLAN

PRO

CES

S

Weare

Here


INNOVATION

Guide to the adoption of new Features, released every three months with the SAP Quartly Releases, through dedicatedmeetings setup to share Technical content and activities to perform to enable the new features released. The meetingswill be held with Product Management experts (webinars, both on-site and remote meetings). Release ofpersonalised Release Notes according to the Customer context.

INNOVATION

Now that you know what features youwant to activate, look into the Release

Information Details. Documentsavailable in this section contain

information on how to configure andactivate features in your system.

4. ImplementRead the Release Information Summarydocument (downloadable in excel), getan overview about what is beingdelivered in the Release and set thescope of your project.

1. Discover

Explore the Release InformationSummary and test the configurationand activation of the features within

your preview environment.

3. ExploreAttend the Release Information Webinarsfor modules that interest you. Check thelist at the bottom of the page;sessions moderated by the ProductManagers will be recorded and madeavailable for later viewing.

2. Understand

Learning About What’s Coming through the Discovery Roadmap CSM

ProductManagement

CustomerSupport

SolutionsOperations

EngineeringGroup

TechnicalExpert

AdoptionHub

Success ChecksDelivery

Innovation AdvancedSupport

Core ProcesesProtection

SuccessResources

GuidedTraining


ADVANCED SUPPORT

Access to higher SLAs of support and prioritization of incident queues through a Single Point ofContact representing the local escalation point towards SAP Support. Access to incident statisticsthrough the analysis of the Enterprise Support Report (ESR).

ADVANCED SUPPORTAND BUSINESS

CONTINUITY

Priority InitialResponse Time Resolution Target Initial

Response Time Resolution Target

1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)

2 4 hours (RT) - 2 hours (RT) 3 BD

3 1 BD - 4 hours (OH) -

4 2 BD - 1 BD -

• Service-Level Agreements to resolve issues that inhibit cloud usage• Prioritization in the support queue• Support expertise and escalation point through customer success team

Maintain an optimal customer experience throughprioritized incident handling.

Cloud editions of SAP Enterprise Support SAP Preferred Success

Incidents sent to SAP (last 3 months) By Component and Priority

CSM

ProductManagement

CustomerSupport

SolutionsOperations

EngineeringGroup

TechnicalExpert

AdoptionHub




SuccessResources

GuidedTraining


SAP Enterprise Support – The foundation for continuous customer success

SAP Preferred Care / SAP Preferred SuccessEnhancing the foundation

Proactiveand preventive

support

Across alldeployment

options

Empowerment Innovation andvalue realization

Mission-criticalsupportCollaboration

SAP Enterprise SupportThe foundation for customer success


Support expertsGet valuable advice from our team of 8,000+experienced support experts, backed up by

15,000+ developers globally.

SAP Enterprise Support value mapsLeverage value maps to quickly identify the

relevant SAP Enterprise Support services, tools,and expertise for your business needs.

GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts

CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program. The support advisory team guidesyou during mission critical situations.

Collaboration


GETTING STARTED with CollaborationCustomer Interaction Center

• The SAP CIC is the contactchannel for any non-technicalquestions including:• Existing incidents• The SAP ONE Support

Launchpad and supportingapplications

• S-User queries and support• SAP remote service

requests• The SAP CIC can be reached

by phone, chat, or e-mail

Overview• The SAP CIC is available 24

hours a day, 7 days a week,365 days a year, and providesa central point of contact forassistance with non-technicalqueries

• A Universal free-phone numberfor contacting SAP support,accessible in most countriesthrough landline phones andsome mobile providers

• Access to a product areaspecific IVR call routing menu,now including SAP Ariba,Concur, and SAP Fieldglasssolutions

Benefits• You can access the SAP CIC

from the SAP Support Portal orthrough the SAP One SupportLaunchpad

• Direct access:

• Chat with CIC

• Call CIC

• E-mail CIC

• Learn more here:

• Access to CIC

• Topics to contact CIC

• Reference Guide

Access

SAP Support Portal

SAP ONE Support Launchpad

Collaboration

The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization. It is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contactfor assistance with nontechnical queries.

Preview


Your fast lane to support expertise

Guided approachto reach your objective

Social collaborationto connect directly withSAP experts and peers

Empowermentto build the knowledge

and skills you need

Expert accessto obtain guidance from

SAP support experts

Collaboration

SAP Enterprise Support Value Maps – A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services, tools and offerings to achieve defined targets and addressyour business needs. In addition, leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements.

Available Value MapsSAP

S/4HANACloud

DigitalInnovation

SAPAnalyticsSolutions

SAP JamCollaboration

SAPS/4HANA

On PremiseData VolumeManagement

SAPSuccessFactors

LifecycleManagement

BusinessProcess

Improvement

>> Sign up

Security


GETTING STARTED with CollaborationSAP Enterprise Support Value Maps / Social business collaboration - SAP Jam

Customer

ü Direct access to SAPSupport experts

ü Discuss and exchangeideas with othercustomers acrossdifferent geographies

ü Share expertise andprovide guidance

ü Get direct customerfeedback

SAP

SAP Jam

On-demand expertise through a cloud-based socialcollaboration platform

Join SAP SuccessFactors Cloud value map and benefit from empowerment options by role and lifecycle.Address and discuss your questions directly with our experts via SAP Jam.

SAP Jam is also available on your mobile device

https://jam4.sapjam.com/ XXhttps://jam4.sapjam.com/ X

Collaboration


GETTING STARTED with Mission-Critical SupportReliable end-to-end support across all deployment scenarios

Mission-Critical SupportRegardless of your deployment scenario and the issues that may arise, a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts.

A single, intuitive interfaceto access support resources.By using customizable role

profiles, the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help

ensure an efficient and user-friendly experience.

24x7 availabilityindependent of your deploymentmodel, with CALL-1-SAP as yourglobal toll-free telephone number

for contacting SAP support.Profit from the features of the

Next-Generation Supportapproach.

Minimized business disruptionand accelerated problem

resolution thanks to best-in-classservice level agreements for a

timely initial reaction and acorrective action.

Mission CriticalSupport


Schedule an Expert connects you live with SAP Support in a one-on-one 30-minute call to discuss a technicaltopic of your choosing – at a time that is convenient for you.

Real-time interactionSchedule an Expert

§ One-to-one 30-minute calldelivered remotely throughSkype for Business

§ Book an appointment at leastthree business days inadvance to allow engineersto prepare

§ Schedule an Expert isavailable for a wide range ofSAP products. For a completelist, check here

§ Check out the Schedule anExpert video

§ Visit SAP Support Portal tolearn more

Overview Preview

§ Live channel option for you

§ Interact one-to-one with asupport engineer

§ Get answers when and whereyou need them

§ Get help and direct supportfor any technical question

§ Have access to the sametechnical engineers that youwould create an incident with

§ Reduce your waiting time forresponse and resolution

Benefits§ Access Schedule an Expert

through the SAP ONESupport Launchpad

§ Add the Schedule an Experttile to SAP One SupportLaunchpad

§ Check the list of productscurrently available forSchedule an Expert

§ Schedule your session

§ Learn more on how to joinyour Schedule an Expert call

Access

Mission-criticalsupport


This is done through the analysis of the configurations during Pre-Go live and Go live (Optimizationand Golive Success Checks).

CORE PROCESSES


Apr-2018 May-2018 Jun-2018 Jul-2018 Aug-2018 Sep-2018 Oct-2018 Nov-2018 Dec-2018 Jan-2019 Feb-2019 Mar-2019

Releases

Cycles

Engagement

1805 1808 1811 1902

Preview Testing 05/05 Preview Testing 04/08 Preview Testing 03/11 Preview Testing TBD

15/09/18 01/12/18 TBD

Success Plan Kick off

Goal Management: Corporate Role + All(32.500 Employees Impacted) Dates TBC

Goal Management:Field/Store

Management (5.500EmployeesImpacted)

Goal Management:All other Roles

(30.000 EmployeesImpacted)

Performance (8.000Employees Impacted)

Performance (1.000 Employees Impacted, AUS + Cile)

Compensation(38.000 Employees

Impacted)

Talent Review (8.000Employees Impacted)

Weekly Checkpoints + Bi-Weekly Success Plan Revierw – SAP (ALL Team)

SuccessFactors Community and Learning Hub

Quarterly ReviewESR Meeting

ESR


ESR


ESR

02/06/18

Release Review Release Review

of data and seamless access of authorizedusers across applicable cloud and on-premise solutions

administrative effort related to the solution

performance of business-critical interfaces

end-user satisfaction and enhancedend-user experience with the solution

security set up with increased protectionfrom potential cyber threats

go-live and operation of critical business solution

Safe-startsuccess checks

Peace of mindbefore, during and

after go-liveConsistency

Reduced

Increased

Improved

More robust

Smooth

Solve Customer key business challenges, Obtain Fast Engagement, Drive Adoption and Productivity troughs BestPractices and Proven Methods to help Customer achieve greater efficiency and effectiveness;

Delivered by SAP Certified experts focused on Customer business outcomes through prescriptive guidance, personalizedrecommendations and hands-on assistance. Expertise that supplements Customer’s team and delivers support at scale in atime- bound offer.



SuccessResources

GuidedTraining


The service grant to the customer the exclusive Access to Success Resources (Customer Community, Webinar,Learning, Events, Expert Chat/call, Knowledge Base Article, etc). The customer could access to dedicated ExpertResources to deep dive on different topics, such as: configuration checks, performance analysis, process andfunctionality best practices, security (Success Checks).

SUCCESS RESOURCE

SUCCESSRESOURCESEXCLUSIVE

ACCESS

Launch

Getting startedwith SAPPreferredSuccess

Success check

Knowledge platforms and SAPPreferred Success community

Testing best-practices

Enhanced SLA

Enhanced successand engagement

reporting

Your customer success plan is the key to unlocking value, orchestrating business benefits that are tailored to you along the way.

Opt imize

Ut ilize

Metric-drivenconsumption planning

Collaborative and optimizedrelease planning for new

features

Peak-timeplanning

System administratorand super user training

Success check

Success check

Success check

CSM

ProductManagement

CustomerSupport

SolutionsOperations

EngineeringGroup

TechnicalExpert

AdoptionHub




SuccessResources

GuidedTraining


Guided Training Paths based on Role and Skills. Orchestration of the multiple training channelsavailable (Webinars, Events, E-learning, Learning Hub, etc) to develop internal Know-how on product,Processes and Governance. Guide to SAP certifications to build Centers of Excellence in thecustomer organization.

GUIDED TRAINING

GUIDEDTRAINING

PATHS



SuccessResources

GuidedTraining

Enablement


Business Impact – Enablement drives customer success*

Value RealizationRunBuild

Organizations who provide morethan the average amount of enduser training show improvementsin solution specific value driversAverage reduction in monthly support calls

SAP Customer Experience(formerly SAP Hybris)

37%

SAP Ariba 20%SAP SuccessFactors 62%SAP S/4HANA 20%

When administratorsare well trained

Organizations initiate fewersupport calls and fewer criticaltickets.

When end-usersare well trained

SAP Customer Experience (formerlySAP Hybris)

120%

SAP Ariba 105%SAP SuccessFactors 118%SAP S/4HANA 136%

When implementationteams are well trained

Organizations cansave 10%deployment time- on averagealmost a month.

10%

Organizational satisfaction withSAP solutions is about 15%higher when systemadministrators were "welltrained."

*Source: IDC Training ImpactResearch, targeting 950 SAPcustomers across the globe, May2018Link to infographic


SAP Learning HubA cloud-based learning platform for individual professionals and enterprises

Learning JourneysA visual guide illustrating thepath a learner can choose tobecome fully competent in asolution

SAP Learning RoomsStructured collaboration andsocial learning led by expertsfrom SAP

SAP Live AccessOption for on-demandaccess to live trainingsystems

Enablement contentUnlimited access to standardlearning content from SAP,including role-based learningand certification paths

SAP Learning Hub editions dedicated to SAP SuccessFactors:- For Application Administrators (key users/super users): SAP SuccessFactors Learning Center (SFALC)

- For Implementation Teams: SAP Learning Hub Edition for People Engagement


User Enablement embedded in the product is essential for customersuccess in the cloud

User enablement drives user satisfaction, adoption, performance and business value

User adoption is the most important factor forrealizing value 2

6%7%

16%72%

Process alignmentOrganizational changeSoftware functionality

Effective user adoption

Most important factor forrealizing value

Enabling better usage is the most vital factor forexisting deployments 2

17%19%

28%36%

New features/functionalityUser skill development

UpgradesEnabling better usage

Most important factor for existing softwaredeployments

User enablement improves user satisfaction by 13% 1

Sources: 1 IDC Training Impact Research, May 2018 | 2 Achieving Enterprise Software Success, research study by TSIA, Neochange, SandHill.com


SAP Enable Now Framework for the Intelligent EnterpriseOne consistent user onboarding and enablement experience across the entire Intelligent Enterprise Suite

Embedded Enablement Content

PartnerManaged

Cloud

EducationServices

Web Assistant

SAP Enable Now

Embedded EnablementContent provided throughcontextual help and in-applearning content.

2

5

PMC Partner: Work directly withan approved PMC partner whocan create, manage and deliver allof your enablement and adoptionrequirement.

Education Services help customersenhancing SAP content and morecustomer specific enablementprogram.

4

1

Web Assistant being integrated tobe the standard for all applications(and UI technologies).

SAP User

SAP Enable NowFramework

Analytics

The Intelligent Suite with allit’s components will offer abest-in-class in-appenablement experience, that isconsistent across the entiresuite supported by the SAPEnable Now Framework.

3

SAP Enable Now will be requiredif a customer wants to editembedded content or create new.


Web Assistant and SAP SuccessFactors

The SAPSuccessFactors WebAssistant designfeatures the panel atthe right side of thescreen


Performance Support - Web AssistantAccess to Embedded Enablement Content (In-app Learning)

E-Learning orTask/Process tutorialdelivered


4. ManagementContent Management, Collaborative Authoring, Content and Performance Support Delivery

SAP Enable Now

SAP Enable Now is an end-to-end solution to collaboratively create, manage and deliver:

3. Performance Support

Micro-knowledge and processguidance

within the application

1. Formal Training

Traditional instructor-ledtraining and LMS-based

online or e-learning courses

2. Informal Learning

Self-directed learning andsharing of knowledge


Why SAP Enable Now is so effective

Automatic Localization

Content Management & Re-use

Different Outputs from One Recording

DocumentationSimulations PerformanceSupport

Test Plans andScripts

OfflineDemo/Video

ContextualKnowledge

Base

Single Source

Template-Based Content Creation


Content Examples - Tutorials, Documentation, E-Learning…Process / Task Tutorials

Knowledge AssessmentDocumentation

E-Learning


Your Benefits with SAP Enable Now

• Reduced content developmentcosts due to content multi-modality and single-sourcecreation approach

• Improved management andscalability of corporateknowledge projects withworkflow-based contentmanagement

• Effectiveness measurement oftrainings and support materialswith built-in reporting

• One end-to-end solution for allcorporate enablement needs

• Sustainable approach forcontinuous learning

Enablement• Simple installation of both desktop

and server components; noinstallation with cloud edition

• Dramatically reduces calls to first-level help desk support andreduced need for support duringhyper-care phase

• SAP Enable Now is unique in itsability to customize and add to theEmbedded Enablement Contentthat is being delivered by SAP withour cloud solutions

IT Management• Lower total cost of ownership

for enterprise software byenabling your workforce fasterand more effectively

• Improved effectiveness andproductivity of businesssoftware users

• Improved user adoption of yourSAP investment

• Accelerated ROI of (SAP)solutions with a proven solutionfor knowledge transfer

Executives

Faster Time to value, Improved User Productivity and Increased User adoption

Summary


Speed and innovation

Flexibility and elasticity

Simplification

Fit-to-standard

Always on and up-to-date

The Promise of the Cloud – Matching expectations

Digital transformation is driving fundamental change, creating a requirementfor speed and stability at the same time. The cloud brings new opportunitiesto create value for your organization and customers with the promise of:

GOVERNANCESETUP

INNOVATION


ACCESS


ACCESS

INNOVATION

GUIDEDTRAINING

PATHS

GUIDEDTRAINING

PATHSGOVERNANCE

SETUP





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SAP SuccessFactors User Group

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