Is Now the Time to Change your SAP Support Partner?

Whether you already have had a long established relationship with an SAP Partner or whether your relationship is fairly infant, you could be in a position where you feel the level of service you are receiving is not what was expected. There could be many reasons you feel this way, we have experienced customers coming to us for examples of:

  • Issues with initial support set-up
  • Slow response times and heavy back logs
  • Decline in service quality
  • Lack of support expertise

One of our longer standing customers came to us for these reasons listed above. They had implemented an SAP Solution which comprised of ECC with following modules financials, sales and distribution, customer service, production planning, materials management, human resources and payroll as well as BI and XI. Based in the UK, the system was used by nearly 300 people across many regional locations. Our customer had a long standing relationship with an SAP Partner. They believed it would be a simple transition to let them lead the ongoing support for this system. However, shortly after implementation, cracks began to appear. Our customer commented;

“Post go-live, the relationship with our support partner deteriorated very rapidly. ItSpeech appeared that the partner had seriously underestimated the scale of the effort needed to effectively support the system during the crucial early stages. Because of their miscalculation, the partner was unable to provide adequate coverage – which culminated in delayed response times, a continually increasing backlog of change requests and some serious knowledge gaps which became apparent in a number of the consultants placed on the job”

After a passing year, and with the customer’s confidence rapidly decreasing, they found themselves reviewing their support partner and looking for a new company to take on the project.

After initial talks, the customer found that Invenio could identify the main problems and we managed to quickly fix some of the issues that had gone unresolved for a number of years. This then gave the customer their confidence to lean on Invenio for their support and quickly signed them up as their new SAP Partner.

“When we began working with Invenio, the cut-over went very well. The previous supplier hadn’t been onsite for quite some time, whereas Invenio had taken the initiative to familiarise themselves with the system as early as possible so the handover could happen with minimal disruption”

During the early stages of the project, Invenio worked tirelessly to ensure the customer’s negative experiences were put to rest. Performance began to improve and the backlog cleared. Invenio’s turnover of staff is also very low, because of this this allowed the customer to become very familiar with the team and having continuity made dealing with queries a lot swifter.

Invenio continue to impress and look forward to progress this relationship. With everyone being clear about expectations and priorities the relationship will continue to prosper. If you would like more information on changing your SAP Support Partner you can send us an email: info@invenio-solutions.com or call +44(0)330 440 1800