AI alone is no longer a differentiator: What matters is where intelligence鈥痮perates鈥痠nside of a business. As demand volatility increases, fulfillment windows tighten, and customer expectations鈥痳ise,鈥痮rganizations need more than insights or task鈥痑ssistance. They need intelligence inside quotes, product content, service interactions, and campaigns, guiding decisions as they happen and continuously adapting as conditions change.

This shift lays the foundation for a new generation of executional AI, where capabilities evolve from supporting users to actively鈥痬onitoring鈥痜lows,鈥痑nticipating鈥痳isk, and over time acting as intelligent agents within core customer-facing processes.

With the Q1 2026 release of鈥� solutions, 麻豆原创 advances this shift by bringing AI closer to day-to-day customer-facing execution across sales, service, commerce, and engagement. Intelligence now operates closer to where outcomes are realized鈥攈elping organizations protect revenue, reduce friction, and deliver consistent, trusted experiences at scale.

Below, explore more of the highlights from the Q1 2026 release. And for full sub-solution details, see recaps for聽,听,听,听, and聽.

Optimize revenue streams with confidence

Revenue becomes more reliable when customer intent is captured early and executed consistently across sales and commerce workflows. The execution depends on speed and accuracy: accurate product information, relevant content, and seamless handoffs from inquiry to quote creation. When these are disconnected, teams face delays, manual rework, and missed revenue opportunities.

From customer inquiry to executable quote

• Email to quote with AI:鈥疉utomatically add SKUs from a deal using opportunity and email data with the Microsoft Outlook add-in for 麻豆原创 Sales Cloud. Users can choose to generate a quote, and the quote is quickly created in 麻豆原创 Sales Cloud in just a few clicks. After review, sellers can hit send; it is that easy.  
• Deep research: Accelerate account planning and reviews by synthesizing 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud data with external market intelligence. For example, the deep research capability can deliver a detailed brief that can be used to better understand the account, their industry, and other crucial information like news and SWOT. Sellers will be able to engage prospects and buyers more effectively while customers will have more relevant and personalized information delivered.  
• Media attachments for product descriptions: Use AI to extract details from product documents, such as manuals, spec sheets, and PDFs, and automatically generate or enrich product descriptions in 麻豆原创 Commerce Cloud. This accelerates catalog updates and improves product data quality so that shoppers, search engines, and agentic commerce are rich with the most accurate product descriptions鈥攅nsuring product descriptions are detailed, differentiated, and discovered.

Delivering鈥痳别濒颈补产濒别鈥痵ervice at鈥痵肠补濒别

• Digital Service Agent handoff鈥痜or case creation: Connect every step of the service journey from conversational AI self-service to field resolution so service teams can resolve customer issues鈥痜aster and provide personalized service engagements that build trust.鈥疷sing conversational cues, Digital Service Agent鈥痵ummarizes intent identification for ticket creation while capturing essential information required for handoff to underlying solutions like 麻豆原创 Service Cloud.
• : Give service teams a single, real-time command center in 麻豆原创 Service Cloud, consolidating cases, tasks, and service orders into one view with visual workload insights so agents can prioritize faster, stay on top of commitments, and resolve more issues per day. 
• Retail Intelligence (麻豆原创 Early Adopter Care): Announced at NRF, Retail Intelligence provides one closed-loop, AI-enhanced retail supply chain planning environment that ties together planning, execution, and engagement. The result: human and agentic teams that don鈥檛 just execute tasks but reshape strategies, reimagine retail supply chain planning, and master autonomous growth and lasting differentiation.
  Learn more at the session.

Orchestrating engagement across the customer life cycle

Customer engagement spans browsing,鈥痯urchasing, fulfillment, and service across multiple channels. 麻豆原创 CX connects engagement directly to operational context.鈥�&苍产蝉辫;

• delivers鈥痯ersonalized, AI-personalized communications and interactions across every channel powered by connected customer and operational data all fully integrated across 麻豆原创. Teams鈥痗an鈥痙eliver consistent, intelligent engagement that builds loyalty and drives鈥痓usiness鈥痠mpact.

• :鈥疎xtend conversational analytics to SMS campaigns. A new data context model narrows analysis to the right dataset, returning faster, more precise answers to natural language questions, such as 鈥淲hat was SMS revenue last month?鈥�

• :鈥疨redictively鈥痠dentify鈥痗ontacts鈥痺ho are鈥痩ikely in the next鈥�30 days to engage,鈥痓ecome inactive, or remain inactive,鈥痵o marketers can target outreach鈥痺here it will deliver the strongest results.鈥��&苍产蝉辫;

Accelerate transformation鈥痺颈迟丑鈥痶丑别鈥痑dvanced success plan鈥痜or 麻豆原创 CX

To鈥痑ssist鈥痗ustomers鈥痮n their鈥痶ransformation鈥痡ourneys, 麻豆原创 launched the new Advanced Success Plan in the鈥�. This will鈥痟elp customers increase the value of individual applications, accelerate cloud transformation across 麻豆原创 Business Suite,鈥痑nd enable consistent adoption of new innovations and 麻豆原创 Business AI.

With expanded coverage with additional 麻豆原创 CX solutions, including and , the advanced offering is comprised of three powerful elements:

• Success expert: Regular 麻豆原创 expertise driving strategic customer outcomes
• Adoption guidance: Structured, AI-driven enablement accelerating adoption
• Activation and optimization services: Hands-on services to maximize performance and impact

Check out the鈥痺ebinar鈥痶o learn how the new service offering unlocks more of the transformative value of 麻豆原创 solutions:鈥�.

Intelligence where execution happens鈥�&苍产蝉辫;

With 麻豆原创 Customer Experience, AI moves beyond isolated鈥痑ssistance鈥痶o鈥痮perate鈥痙irectly within business execution flows. Intelligence is embedded where work happens鈥攊nside quotes, product content, service interactions, and campaigns鈥攈elping organizations respond in real time and deliver consistent customer outcomes at scale.

Learn more about 麻豆原创 CX in Q1鈥�2026鈥�&苍产蝉辫;

Read the 麻豆原创 Help documentation to get started with these new capabilities.鈥�&苍产蝉辫;

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience and Consumer Industries.鈥�

The reimagined portfolio, which includes the Foundational Success Plan, Advanced Success Plan, and Max Success Plan tiers, aims to deliver measurable results and a consistent, ongoing experience for customers. Designed to provide continuous engagement throughout each customer’s journey, the portfolio helps with adoption of the latest innovations and continuous value from a full investment in 麻豆原创 Business Suite.

The updated portfolio addresses the increasing need for organizations to adapt quickly to market changes, adopt AI-driven innovations and support business continuity. Each success plan offers clearly defined tiers of engagement, ranging from self-guided resources and proactive support to strategic and personalized partnership with dedicated experts. These tiers help customers select the right level of guidance for their unique needs.

Foundational Success Plan, included with every cloud solution from 麻豆原创, provides essential onboarding, technical cloud operations and preventive support. This plan is centered around, and expands upon, our well-known 麻豆原创 Enterprise Support offering and is designed to help organizations get solutions running efficiently, enable business continuity and achieve ongoing value. Customers benefit from curated content, learning resources, guided transformation with application lifecycle management solutions and preventive mission-critical support, enabled by AI and all built into the solution subscription at no additional cost.

Building on this, Advanced Success Plan adds specialized expertise and AI-assisted guidance. Organizations receive proactive support to detect risks and optimize processes, as well as activation sessions to deploy new functionality and refine operations. Enhanced-support service level agreements and intelligent tools help maintain peak performance and realize measurable business outcomes.

For enterprises navigating complex transformations, innovating quickly and striving to get the most out of AI, Max Success Plan offers 麻豆原创鈥檚 premium, strategic level of engagement. It includes all the benefits of Advanced Success Plan, plus dedicated success plan managers, cross-solution process improvement and access to customer-specific prototype development to accelerate offerings such as 麻豆原创 Business AI. This tier is built for organizations seeking a true strategic partnership, guiding modernization, reducing risk and accelerating value realization across their 麻豆原创 software landscape.

鈥淥ur evolved 麻豆原创 Services and Support portfolio is designed to help customers operate with ease and apply AI to drive business efficiency. It aims at mastering transformation, innovating at scale and turning decisions into action with clarity and impact,鈥� said Thomas Saueressig, member of the Executive Board of 麻豆原创 SE, Customer Services & Delivery. 鈥淏y offering a unified, enterprise-wide engagement model, 麻豆原创 helps customers continually adopt and derive the latest innovations and realize reliable ROI throughout their entire journey.鈥�

Customers can further extend their experience with a streamlined set of professional, development and application management services that leverage 麻豆原创鈥檚 expertise and partner ecosystem. With this enhanced portfolio, 麻豆原创 reaffirms its commitment to orchestrating customer success and enabling organizations to run at their best in a rapidly changing world.

For more information, read the blog post: Orchestrating Continuous Transformation for Stronger Business Outcomes.

Visit the . Get 麻豆原创 news via  and .

Media Contact:
Martin Gwisdalla, +49 (6227) 7-67275, martin.gwisdalla@sap.com, CET
麻豆原创 麻豆原创 Room; press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of 麻豆原创鈥檚 2024 Annual Report on Form 20-F.
漏 2026 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

Across industries, customers are asking for guidance that is simple, predictable, continuous, and connected to the measurable business outcomes they need.

Ever-focused on customer success, our services and support portfolio coupled with both our robust toolchain and strong team of experts help organizations carve a clearer path to adopt the latest 麻豆原创 innovations, strengthen operations, and transform with confidence in a fast-changing environment.

Enabling faster value realization through continuous transformation

Every organization is working to keep pace with rapid market change. Technology cycles move quickly, expectations rise, and adopting AI requires clear priorities and coordinated execution aligned with business value. They seek ongoing guidance, measurable outcomes, and a partner that supports the transformation journey at every stage.

At 麻豆原创, we understand this. Customers require transparency in how support is delivered, predictable outcomes from their investments, and a simpler way to adopt innovation across their landscapes, especially as artificial intelligence becomes a core operational capability embedded in business processes.

This is why the introduction of the renewed 麻豆原创 Services and Support portfolio arrives at an important moment. It brings clarity to how customers work with 麻豆原创 and offers a consistent experience that supports continuous transformation, not one-time change.

With our renewed 麻豆原创 Services and Support portfolio, we provide [customers] a clearer path to adopt innovation, apply AI responsibly, and run their landscape with confidence.

麻豆原创 Executive Board Member Thomas Saueressig

During the marking the launch of the renewed portfolio, Thomas Saueressig, member of the Executive Board of 麻豆原创 SE, Customer Services & Delivery, captured the purpose of this portfolio in clear terms.

鈥淐ustomers are looking for orientation in a fast鈥憁oving environment,鈥� Saueressig said. 鈥淲ith our renewed 麻豆原创 Services and Support portfolio, we provide a clearer path to adopt innovation, apply AI responsibly, and run their landscape with confidence. It brings structure to continuous transformation and helps turn strategic priorities into measurable outcomes.鈥�

His message reflects what customers expect from 麻豆原创: They want support that is structured, proactive, and unified across the entire environment.

Three success plans designed for measurable business impact

The renewed portfolio introduces three success plans that meet customers where they are. Each plan builds on the previous one and provides a flexible model that scales with organizational needs. Customers can also combine plans across their landscape. For example, they may choose the Advanced Success Plan for the 麻豆原创 SuccessFactors environment while selecting the Max Success Plan to support their AI, data, and analytics strategies.

Foundational Success Plan

Included with every 麻豆原创 cloud solution, this plan enables customers to run their solutions efficiently and maintain business continuity. It supports ongoing value creation through curated content, structured learning, application lifecycle management capabilities, and preventive mission-critical support. It builds on the 麻豆原创 Enterprise Support offering and is expanded with technical operations for cloud solutions and onboarding.

Advanced Success Plan

This plan strengthens teams with specialized expertise. Organizations receive proactive guidance to detect risks early, accelerate innovation, adopt innovations faster, and optimize processes. AI-assisted insights support informed decision-making and activation sessions help refine how new capabilities are used.

Max Success Plan

This plan represents 麻豆原创鈥檚 most strategic level of engagement. It includes all elements of the Advanced Success Plan and adds dedicated success plan managers, cross-solution process improvements, and tailored AI use case adoption. It is designed for enterprises navigating complex transformations or scaling the use of 麻豆原创 Business AI.

Dominique Tessaro, CIO from Vinci Energies, a customer of more than 20 years evaluating the success plans, noted, 鈥淲e need different levels of 麻豆原创 involvement, depending on the solution. Some need higher attention, and others need medium attention with a few extra project-specific services. This flexibility is what I really like about the new success plans. Like a car, I can strategically steer the engagement in the direction that will serve our needs.鈥�

Like a car, I can strategically steer the engagement in the direction that will serve our needs.

Vinci Energies CIO Dominique Tessaro

Accelerating outcomes through simplicity and partnership

The updated portfolio is designed around one principle: to help customers realize value faster and with greater certainty. This means reducing complexity, improving how guidance is delivered, and strengthening the partnership between 麻豆原创 and every customer. It also means helping organizations adopt innovation, including 麻豆原创 Business AI, at the pace that is right for their business.

Beyond the success plans, customers can extend their experience with streamlined professional services, development services, and application management offerings. These provide additional expertise for specialized needs, tailored solution development, and long-term operational resilience. Each offering is grounded in 麻豆原创 product knowledge and industry insight.

This launch aligns customer expectations with a modern engagement model supported by intelligent tooling and human expertise. It provides the structure needed to guide organizations through uncertainty while keeping transformation aligned with strategy and focused on measurable outcomes.

Thomas Pfiester is head of Customer Engagement and Adoption and a member of the Extended Board of 麻豆原创 SE.

Updated March 2, 2026

Usually in the cloud, 麻豆原创 partners provide implementation and operations services that complement 麻豆原创 cloud services. In such scenarios, partners utilize support services from 麻豆原创 on behalf of the joint customer. Typical scenarios include, for instance, requesting support for a technical issue by creating a support case with 麻豆原创 or leveraging 麻豆原创 Cloud ALM in an implementation project.

As partners regularly request support, 麻豆原创 closely collaborates with its partner ecosystem along all dimensions of support and equips partners with the tools, insights, and self-services they need to deliver consistent, high鈥憊alue services alongside 麻豆原创. This includes:

• Best practices for partners to self-sufficiently handle common consulting and 鈥渉ow-to鈥� questions from customers
• Data insights and dashboards, such as the customer insights dashboards and Support Collaboration Analytics (for partners) in 麻豆原创 for Me, to help monitor performance, identify trends, and proactively realize quality improvements
• Best practice guidance embedded in 麻豆原创 Cloud ALM with the opportunity for partners to enhance process content and methodologies represented in the solution
• Support Accreditation training that can guide partners to efficiently engage 麻豆原创 for support
• Enabling transparency on partner action on customer鈥檚 behalf through dedicated partner S-users

Partner selection based on trusted support expertise

Customers can now receive higher value from partners with trusted support expertise. Partners that have built strong capabilities for an effective support collaboration can accelerate project execution and reduce risks. For example:

• Partners that self-sufficiently address customers鈥� consulting and 鈥渉ow-to鈥� questions can resolve inquiries much faster, as it avoids involving 麻豆原创 in the process.
• Partners that use 麻豆原创 self-services or automatic responses to support inquiries as the default without creating redundant cases can minimize delays and disruptions.
• Partners that effectively follow 麻豆原创鈥檚 best practices, for example in 麻豆原创 Cloud ALM and the 麻豆原创 Activate methodology, can be better equipped to help mitigate project risks and escalations.

Customers are therefore encouraged to review partners鈥� support capabilities when selecting and working with partners. Effective partners apply 麻豆原创 support best practices to help resolve issues and self-sufficiently handle customers鈥� consulting and 鈥渉ow-to鈥� inquiries. As a target for showing trusted support expertise, no more than 30% of partner-created support cases should fall into these categories. High-performing partners will establish standard operating procedures and continuously optimize service delivery by leveraging 麻豆原创鈥檚 data-driven support insights. Such partners also engage more efficiently with customers and 麻豆原创 by speaking the same language because consultants are qualified on support offerings, channels, and best practices through the Support Accreditation training. They can also deliver best practice-based implementations by applying 麻豆原创 guidance available through 麻豆原创 Cloud ALM.

To simplify partner selection, also based on their trusted support expertise, 麻豆原创 will show such qualified partners in 麻豆原创 Partner Finder from March 2026 onwards.

As a prerequisite for showing such trusted support expertise, customers need to ensure their partners are working with partner S-users.

Customer action recommendations to realize incremental value when engaging partners

When seeking a partner, select those with trusted support expertise, visible from March 2026 onward in through a support proficiency designation.

When working with your partner, enable transparency by authorizing partner S-users for support case handling via the and leverage the in 麻豆原创 for Me for transparency on partner support collaboration effectiveness.

Jens Bernotat is head of Strategy, Portfolio, and Ecosystem Management for Global Customer Support at 麻豆原创.
Marcus Blaesi is head of Global Ecosystem Programs for Global Customer Support at 麻豆原创.

From decades of customer support defined by reaction to calls, tickets, or queues, to the evolution of proactive support with pre-AI digital platforms, to the current AI-powered ecosystem that is redefining how support teams strategize, operate, and deliver resolutions. AI-enabled support anticipates needs, predicts failures, and delivers instant, seamless resolutions at scale.

And most importantly, this shift is as transformational as it is technological.

Keeping pace with transformation

As customers navigate complex and ambitious transformation projects, whether it鈥檚 moving to the cloud, scaling AI, or modernizing complex operations, there is always a quiet mandate: systems supporting critical business processes must run smoothly because the costs of downtimes have never been higher.

For businesses, uninterrupted operations are non-negotiable. 麻豆原创鈥檚 AI-driven support can anticipate issues before they arise, helping to ensure critical processes run smoothly, even during high-volume peak events. 麻豆原创 uses 麻豆原创 Business AI to help prevent issues proactively, working to ensure a smooth experience by avoiding system outages, platform scalability issues, data overloads, or service overloads. During the peak sales event of Cyber Week 2024, 麻豆原创 achieved 100% uptime for 麻豆原创 Commerce Cloud customers. As the Cyber Week 2025 numbers come in, we already have delivered 100% uptime and improved GMV for global sales events like Singles Day (GMV reached 鈧�7,108.72M, or +180.2% YoY, with 6,315.99K orders, or +46.4% YoY) and El Buen Fin (GMV hit 鈧�12,341.70M, or +13.18% YoY, and 10,385.74K orders, or +32.24% YoY).

Scaling self-service with AI

Structured knowledge and curated content enable 麻豆原创 to build AI and AI agents with high confidence levels. Today, over 82% of customer issues are addressed via self-service. This allows users to get instant resolution to issues or bridge knowledge gaps they face during the use, implementation, and continuous improvement of 麻豆原创’s solutions.

AI in instant response and resolution

When it comes to delivering instant response and resolution in customer support, the impact of AI-integrated services is remarkable. When 麻豆原创鈥檚 Auto Response Agent is highly confident of the solution, based on the underlying data and knowledge, it can deliver highly relevant solutions that can save customers significant time and effort. Additionally, the first contact resolution rate for cases answered automatically by the agent is at par with what human-human support interactions achieve.

Supporting 麻豆原创 Business AI

麻豆原创 Business AI supportability is all about making AI real for customers through the right systems that drive successful adoption. As 麻豆原创 delivers AI capabilities across its portfolio, we enable customers to have the right support when they encounter issues in early deployment.

As customers scale AI across their organizations, we have concrete processes and tools to help support them, so they can deploy new AI with the utmost confidence. For example, the Incident Solution Matching service is integrated with 麻豆原创 Joule for Consultants, allowing efficient support information retrieval and helping to eliminate the hassle of searching through vast amounts of 麻豆原创 documentation.

Empowering support engineers with AI

AI is not just transforming customer outcomes, it鈥檚 also transforming how our engineers and experts deliver precision and speed, freeing them from logistical tasks so they can focus on support requests that need specialized attention. Thanks to 麻豆原创鈥檚 AI-integrated self-service offerings, we鈥檙e able to instantly resolve customer issues four out of the five times they come to us.

AI-powered solution recommendations in self-service can eliminate the need for at least 10% of the cases being created. This is a big win for human-generated knowledge being delivered by AI-generated tools. Every third case gets submitted with an AI-recommended product component for optimal routing and faster processing.

In 麻豆原创鈥檚 multi-location, multilingual, global setup, standardized communication is key. Around 10% of responses by support engineers take advantage of 麻豆原创鈥檚 AI-assisted language optimization services.

There鈥檚 more. We have agentic case resolution, AI-assisted creation of 麻豆原创 Knowledge Base Articles, and automatic error categorization, covering use cases that help our engineers deliver their best work with greater accuracy and higher quality.

And, of course, 麻豆原创 runs its own products and solutions, serving as a first reference for our customers. As Dr. Benjamin Blau, 麻豆原创鈥檚 Chief Process and Information Officer, puts it: 鈥淭his is ‘麻豆原创 runs 麻豆原创’ in action. As customer zero, we validate every AI innovation in real-world complexity before it reaches you. We鈥檝e architected this multi-agent AI on our own 麻豆原创 Business Technology Platform, including the 麻豆原创 AI Core foundation, and our service and support data lake. Agentic case resolution is a blueprint for enterprise-grade, responsible AI, proving the power and maturity of the 麻豆原创 Business AI portfolio, empowering customers with faster resolutions for an elevated experience.鈥�

Will AI replace support teams?

Short answer: No.

To elaborate, let鈥檚 take the example of an AI agent that automatically responds to customers. 麻豆原创鈥檚 instant response and resolution are only activated when the system is very confident with its response. Our commitment to the relevant, reliable, and responsible use of AI helps ensure that there鈥檚 no experimentation with customer cases that deserve hands-on attention from engineers and experts. The legacy of trust that 麻豆原创 has earned over 50 years of industry leadership, which is also trusted by 90% of Fortune 500 companies, drives this rigor applied to AI.

What does this mean for our engineers? Any move to augment our work with AI is not about replacing people. It鈥檚 about freeing time, energy, and creative space to focus on high-impact tasks that need critical thinking and human insight. AI amplifies human expertise. Customers benefit from this blend of machine intelligence and human insight, ensuring every solution is relevant and responsible.

It鈥檚 also important to highlight that 麻豆原创 is a growth company. The use of technology helps us deliver what customers expect from support teams and build ongoing knowledge that feeds AI systems for intelligent decision-making, also meeting the future demands of AI-augmented support.

Yes, the world is witnessing role reductions across the industry with the adoption of AI in business workflows, but we also see the emergence of critical new roles that help us navigate the current reality. How many of us had heard of AI trainers or carbon accountants 15 years ago?

These are exciting times for innovation. 麻豆原创鈥檚 partnerships, such as our collaboration with Databricks and Snowflake, empower developers to turn business data and AI into real business outcomes.

We鈥檙e truly at the crossroads of innovation and transformative tools that can turn imagination into impact. 麻豆原创鈥榮 Chief Technology Officer, Philipp Herzig, summarizes it perfectly: 鈥淎I is transforming business at every level, but it鈥檚 people who turn transformation into progress. With 麻豆原创 Business AI, we鈥檙e combining the best of human ingenuity and machine intelligence to deliver impact that matters.鈥�

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at 麻豆原创.

As the first step in a much broader playbook toward a next-gen, agentic case resolution workflow, 麻豆原创 is launching instant resolution and self-service tools to help make support smarter and more proactive. How do these offerings help in real-world support scenarios?

AI-accelerated instant resolution

Imagine a customer submits a routine ticket about a known error during a routine update. Instead of waiting in a queue, the customer gets an instant response from a specifically trained AI agent with a direct link to a relevant 麻豆原创 Note or 麻豆原创 Knowledge Base Article. It鈥檚 accurate, contextual, and fast. What鈥檚 more, it can reduce ticket volume and free up engineers to handle more complex or urgent problems. As a result, the customer resolves their issue in minutes with no back-and-forth or productivity loss.

Take another example of a user uploading logs after encountering a defect. An instant resolution tool like a smart log analyzer can review the data, immediately flag the root issue, and respond to the user with a link to the fix. What you get is near-instant technical diagnostics and zero-escalation resolution.

Instant resolution has clear, real-world benefits in customer support: faster answers, fewer escalations, and a better experience for users. But beyond the promise of speed and convenience, how effective is it really? What does the data tell us about the quality and reliability of AI-driven support at 麻豆原创?

Let鈥檚 take a look at a few metrics that shed light on the performance of our Auto Response Agent and the value it can deliver.

Agentic AI turns support from reactive to action-oriented, dramatically reducing time-to-resolution while enhancing accuracy. For example, the confidence rate of 麻豆原创鈥檚 Auto Response Agent is at 80%. In other words, to avoid wasting the customer鈥檚 time, this agent can deliver highly relevant solutions with a confidence score of 80%. This is a strong indicator of the quality our AI agents can offer.

First contact resolution (FCR) is a general customer service KPI and indicates that the case is closed after the first interaction either with humans or with AI agents. The FCR rate for cases that are answered automatically by 麻豆原创鈥檚 new Auto Response Agent is currently at 40%. This is in line with what human interactions achieve.

AI-enabled self-service

Before AI, self-service in customer support was mostly static and manual, like FAQs, basic help articles, and keyword-based search. While these knowledge base articles are extremely helpful, customers had to dig through generic content, hoping to find something relevant, often with little guidance or context. There was no personalization, no real-time assistance, and limited ability to troubleshoot complex issues on their own. It worked for simple problems but often left users turning to human support for detailed answers.

Instead of prompting users to search through static FAQs or documentation, AI dynamically surfaces the most relevant knowledge base articles, fixes, or guided workflows based on issue context, behavior, and history. Instead of a manual hunt, customers can take advantage of an intelligent, conversational experience鈥攐ften resolving issues before a ticket is even needed. The result? Fewer support cases, faster resolutions, and more empowered customers.

Thanks to 麻豆原创鈥檚 AI-integrated self-service offerings, we鈥檙e able to instantly resolve customer issues four out of the five times they come to us. Structured knowledge and content allows us to build AI and AI agents with high confidence levels. Currently, 麻豆原创鈥檚 customer support addresses over 82% of issues via self-service.

AI and the evolving role of human expertise

This move to augment auto response with AI isn鈥檛 about replacing people. It鈥檚 about freeing up people so that they can focus on high-impact tasks that need creative thinking and human insight. 麻豆原创鈥檚 instant response and resolution are only activated when the system is very confident with its response. Our commitment to the relevant, reliable, and responsible use of AI ensures that there鈥檚 no experimentation with customer cases that deserve hands-on attention from engineers and experts.

The road ahead

We move forward with a clear goal to achieve a support system that is faster, smarter, and more human because of its intelligent use of AI, not in spite of it. By augmenting first-touch support with agentic AI, 麻豆原创 has a blueprint for handling simple and complex issues at all levels of enterprise support.

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at 麻豆原创.

Before diving into the heart of the keynote, Steinhaeuser invited 麻豆原创 solution area CMOs to deliver lightning-fast recaps of news from the various 麻豆原创 Connect event tracks. In just under two minutes each, they covered finance, procurement, supply chain, HR, and customer experience. From autonomous accounting and next-gen procurement to AI-driven talent acquisition and smarter customer loyalty, the message was clear: across every business function.

The real challenge: connecting priorities

As Steinhaeuser pointed out, 鈥淭he reality is each business area has its own unique priorities and, of course, all-important urgent matters.鈥� The real challenge is not just launching new features; it鈥檚 aligning processes, data, and teams to conquer uncertainty and achieve true customer focus. 鈥淪imply putting an [AI] agent on top of a broken process will solve nothing,鈥� he said.

The flywheel: AI, data, and apps in motion at 麻豆原创

So, how does it all work together? Enter the 鈥渇lywheel鈥� model: the dynamic cycle of AI, data, and applications that drives synergy across the enterprise. This is not just a theoretical approach. Steinhaeuser showed how 鈥溌槎乖� runs 麻豆原创鈥� using the flywheel model.

First, he said, 麻豆原创 uses 鈥渞ole-based AI assistants, powered by specialized agents, [to] support team members across all areas of 麻豆原创.鈥�

Next comes data. Earlier this year, 麻豆原创 became 鈥渃ustomer zero鈥� for (麻豆原创 BDC), connecting all enterprise data in a single layer to generate faster and better insights across financial, workforce, and sales planning. 鈥淲e’re excited to go live with the first set of intelligent apps, starting with People Intelligence,鈥� he added.

Finally, the app layer: 麻豆原创 has moved from 麻豆原创 ERP Central Component (麻豆原创 ECC) to and , through RISE with 麻豆原创. 鈥淭he 麻豆原创 Business Suite is where data is created and where AI delivers impact,鈥� Steinhaeuser said.

But processes continuously evolve with AI, he said, noting that business transformation management, powered by solutions like and , helps 麻豆原创 and its customers continually improve processes and architecture, with AI embedded everywhere. The company also uses to ensure employees stay informed and engaged at every step.

鈥淒riving 麻豆原创’s own transformation, I understand the challenges you face,鈥� Steinhaeuser said. 鈥淚 am convinced leveraging the flywheel of AI, data, and apps across the entire 麻豆原创 Business Suite is how we win together.鈥�

Embedded AI: tangible value, secure, and seamless

Brenda Bown, chief marketing officer of Business AI at 麻豆原创, took the stage to highlight how business AI is showing up in day-to-day work. 鈥淚’ve heard three consistent themes in conversations [with customers]: first, you want AI that can provide tangible value; second, that is secure and properly governed; and third, that works seamlessly across your teams and business. We’re here to deliver just that,鈥� she said.

Joule is now embedded in use cases in trusted 麻豆原创 applications and is making work faster and easier across the enterprise. 鈥淏y the end of this year, we will have more than 400 of these AI use cases,鈥� Bown said. Joule Agents automate tasks across departments, and the new agent builder in (generally available in December) helps customers extend, build, or customize their own agents. 麻豆原创 LeanIX AI Agent Hub and agent mining capabilities in 麻豆原创 Signavio provide governance and transparency for AI agents.

Bown noted that customers like Matur Fompack are using Joule in 麻豆原创 SuccessFactors to hire faster and improve career development. 鈥淭he results are phenomenal: a 48 percent reduction in HR process execution time and 40 percent faster employee development and career planning, and, most importantly, a better employee and candidate experience,鈥� she said.

For processes that require multi-step workflows and nuanced decisions, 麻豆原创 introduced a new generation of role-based AI assistants. 鈥淭hey know your role in the organization, because they are role and context aware,鈥� Bown said. These assistants tap into the right agents for the job, removing any guesswork and helping humans unlock new levels of insight and productivity.

She also showcased how agents collaborate across departments, automate workflows, and even extend 麻豆原创鈥檚 business logic to autonomous devices like robots. Early pilots with partners like NEURA Robotics are already showing Joule Agents planning and executing real work in the real world.

Data and intelligent applications: unified and actionable

Data is only valuable when it is actionable. Irfan Khan, president and chief product officer for 麻豆原创 Data and Analytics, highlighted 麻豆原创 BDC, which unifies enterprise data and powers intelligent applications. 鈥溌槎乖� BDC offers the most powerful foundation for connecting your existing data, building next-generation applications, and the ability to foster and deploy reliable AI,鈥� he said. And the new 麻豆原创 Business Data Cloud Connect solution enables secure, bi-directional data sharing with partners like Databricks and Google Cloud.

Intelligent applications bridge the gap between people and AI. They support smarter decisions and collaboration. 鈥淭hese applications learn from your data and include business simulations to support every business leader with smarter decisions,鈥� Khan explained. 鈥淚f we don’t have a reliable data foundation built around trust, having reliable and resilient data, it becomes very debatable whether or not AI will succeed.鈥�

From insight to action: transformation in practice

How do organizations turn strategy into action? Michael Ameling, president of 麻豆原创 Business Technology Platform (麻豆原创 BTP), demonstrated how 麻豆原创 Business Suite helps drive innovation by uniting core applications, data, and AI, all powered by 麻豆原创 BTP and Business Transformation Management solutions. 鈥淟et’s say you want to understand and improve a business process,鈥� he said. 鈥溌槎乖� Signavio lets you dive deep and understand every detail, and can suggest concrete actions. Then, use those insights to improve the process in 麻豆原创 Build by automating processes and building your own agents.鈥�

He demonstrated how 麻豆原创 BTP and the Business Transformation Management portfolio can help organizations connect systems, gain visibility, and automate processes. Tools including 麻豆原创 Signavio, 麻豆原创 Build, and 麻豆原创 Integration Suite are helping customers like Blue Diamond Growers streamline operations and accelerate transformation.

Services and support: accelerating innovation and realizing value

麻豆原创鈥檚 Anja Schneider, SVP and global head of Premium Engagement and Advisory, wrapped up this segment of the keynote by focusing on how the company鈥檚 services and support teams help customers realize the full value of their 麻豆原创 investments.

鈥淲e鈥檙e with you every step, like a personal trainer,鈥� she said, highlighting how 麻豆原创鈥檚 suite methodology, integrated tools like WalkMe and 麻豆原创 Cloud ALM, and expert guidance help customers realize the full value of their 麻豆原创 investments. She pointed to IBM鈥檚 transformation project as proof: working with 麻豆原创 MaxAttention teams and a clean core approach, upgrades went smoothly with low incidents for more than 150,000 users across 175 geographies.

Customer perspective: Southern California Edison鈥檚 journey

Real-world impact matters. Southern California Edison (SCE) SVP and CIO Todd Inlander shared how the utility company鈥檚 transformation journey with 麻豆原创 is helping modernize its foundational systems and optimize back-office processes. Facing unprecedented demand and environmental challenges, the company is leveraging 麻豆原创 solutions, including 麻豆原创 Business AI capabilities, to transform its operations.

鈥淲e need to adhere to our mission: to deploy safe, reliable, affordable power,鈥� he said. 鈥淲e can’t do that by doing things the way we’ve always done. We have to incorporate 麻豆原创. We’re using it to transform the way we work in our environment. We need to leverage AI because we don’t have enough humans to do all the work. We have to scale.鈥�

As SCE deploys 麻豆原创 Business Suite over the next year, it鈥檚 focusing on keeping a clean core and reducing customizations. 鈥淲hen we implemented ECC 15 years ago, about 66 percent of our enhancements were never used. We’re learning from that experience,鈥� Inlander said. He went on to note that SCE will use the 麻豆原创 deployment time to continue to transform its back-office operations. 鈥淲e’ll be integrating Joule and other AI solutions because doing things the way we’ve always done them and expecting a different outcome is the definition of insanity.鈥�

Steinhaeuser closed the keynote with a look to the future: 鈥淲e鈥檝e made great progress across all lines of business to deliver a unique experience for you鈥攚ith AI becoming your personal assistant, powered by data that defies boundaries and applications that take insight to action. The cross-capabilities you just saw now make the flywheel spin.鈥�

The future is here, and is powered by the synergy of AI, data, and applications. Every business can turn innovation into impact.

Among the many announcements at 麻豆原创 Sapphire in 2025, the company unveiled new innovations, partnerships, and integrations that can deliver real-time, proactive assistance. For example, 麻豆原创鈥檚 AI copilot Joule is now available to users across 麻豆原创 and non-麻豆原创 systems. 麻豆原创 also expanded its agentic AI footprint across 麻豆原创 Business Suite by introducing Joule Agents for multiple use cases and an evolving AI Foundation as the AI operating system designed to simplify development, enabling developers to build, deploy, and scale solutions with ease.

The impact of AI on the delivery of customer support at 麻豆原创

As announced in Q2 this year, 麻豆原创鈥檚 simplified, tiered, services-and-support engagement model will be generally available in early 2026. Here, 麻豆原创鈥檚 customer support is a centerpiece of the Foundational Success Plan, delivered via the proven 麻豆原创 Enterprise Support offering included in every 麻豆原创 cloud solution subscription. The Foundational Success Plan can support in-house teams by helping to onboard and run solutions, keep business continuity, and drive ongoing value. It includes customer self-service options, application lifecycle management solutions centered around 麻豆原创 Cloud ALM, and preventative mission-critical support. With the plan, 麻豆原创 turns on Joule for a customer鈥檚 business and supports the team ramp-up with learning journeys for 麻豆原创 Business AI.

When it comes to customer support in general, agentic AI can redefine the support process by moving beyond scripted responses and basic automation. It can assess situations, make decisions, and take action鈥攐ften before the customer even knows there鈥檚 an issue. 麻豆原创鈥檚 customer support harnesses agentic AI to help deliver smarter assistance, faster resolutions, and a stronger human鈥搕ech partnership.

We focus on elevating support experiences for customers and improving support delivery for engineers by employing a combination of agents and assistants. For example, we use autoresponders and smart log analyzers to help process issues, while configuration advisors, language services, and proactive notifiers can guide customers toward self-service solutions. At the same time, our support engineers rely on co-pilots to help summarize cases, recommend solutions, escalate using intelligence, assist with communications, and create a continuous feedback loop for learning. For strategic customer support, we use tools like feedback collectors to help capture customer insights and channel recommenders to help ensure that every interaction is handled in the right channel. Together, these innovations can redefine support as faster, smarter, and more human.

The impact for customers

When it comes to 麻豆原创 Business AI, we build trust and create customer confidence by being relevant, reliable, and responsible. Unlike traditional AI that only suggests answers, agentic AI can reason, decide, and take action. For customers to feel confident, they expect accuracy, reliability, and transparency from the system.

As we support and guide our customers, we recognize that while agentic AI is a game-changer, it is not a magic pill. Coupled with ethical and responsible AI, real impact comes from 麻豆原创鈥檚 business expertise and a deep understanding of what our customers truly need. When knowledge is combined with AI to infuse autonomy and interoperability in our agents, we can unlock the ability to simplify processes, remove friction, and deliver experiences that feel effortless.

AI technology amplifies human insight and delivers delightful user experiences, but when it comes to business AI, it is our domain expertise that fuels 麻豆原创 Business AI into a tool for creating genuinely easy, productive, and meaningful experiences for our customers.

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at 麻豆原创.

麻豆原创 for Me: tailored digital gateway

麻豆原创 for Me transcends the typical portal; it鈥檚 your customized digital gateway to holistic 麻豆原创 insights. Every aspect, from system landscapes to support services, is tailored to meet the distinct needs of your role and responsibilities.

麻豆原创 for Me is more than a portal 鈥� it鈥檚 your gateway to intelligent support.

Thomas Pfiester, member of the Extended Board of 麻豆原创 SE and head of Global Customer Engagement & Services

Customer insights dashboard: comprehensive 麻豆原创 viewfinder

Residing in 麻豆原创 for Me, the customer insights dashboard delivers a comprehensive, customizable view of your 麻豆原创 environment鈥攚hether you’re managing hybrid settings, tracking case trends, or preparing for contract renewals. It empowers users to:

• Obtain a 360掳 view across all 麻豆原创 engagements
• Analyze support data, product portfolios, renewals, and system landscapes
• Review historical support cases for quality, volume, and trends
• Leverage customizable filters and automated reporting for precise insights

This tool is designed to both report data and to transform it into actionable intelligence, enhancing leadership clarity and decision-making confidence.

What鈥檚 new: continuous enhancements

麻豆原创 is committed to continuously refining the customer insights dashboard to cater to evolving needs. Notable recent enhancements include:

• Benchmark capabilities through peer group comparison
• On-demand generation of detailed reports like support insights report and case overview report
• Increased visibility with partner case statistics and onboarding milestones

These updates are meticulously designed to deepen insights and streamline strategic processes. Additional planned updated include:

• Deeper engagement metrics from 麻豆原创 Enterprise Support Academy
• Advanced AI-driven insights for smarter, quicker decisions
• CPU consumption and memory consumption for private cloud: Access performance metrics for private cloud environments

Data without insight is noise. 麻豆原创 for Me turns it into action.

Anja Schneider, senior vice president and global head of Premium Engagement & Advisory at 麻豆原创

Accessing the dashboard

Starting with this powerful tool is straightforward via three ways:

• Use the direct link:
• Use the reporting icon:
  • Log into
  • Click on the reporting icon on the left menu bar
• Use the customer insight dashboard card:
  • Log into
  • Navigate to the Services & Support then Diagnostics, Reporting & Analytics
  • Click on the customer insights dashboard card

In all three cases, ensure your S-user ID is authorized to access the necessary features (get more information in ).

Why it matters

With comprehensive visibility, your approach shifts from reactive problem-solving to proactive strategic planning. The Customer Insights Dashboard equips you with the clarity to forecast and act effectively, supporting your role as a strategic leader within your organization.

When support is transparent, it鈥檚 not just reactive 鈥� it鈥檚 strategic.

Stefan Steinle, executive vice president and global head of Customer Support & Cloud Lifecycle Management at 麻豆原创

Turn insight into strategic action

For CIOs, IT administrators, and support leaders, the customer insights dashboard is more than a tool; it’s your strategic command center embedded within 麻豆原创 for Me. Experience how it turns insights into impactful actions today.

• 麻豆原创 for Me portal: Access the customer insights dashboard through the
• Getting started guide: Learn how to effectively use the dashboard with this
• Customer insights dashboard portal: All relevant information can be found in the

Check it out today and discover how insight becomes impact.

Oliver Huschke is vice president of External Engagements, Customer Support & Cloud Lifecycle Management at 麻豆原创.

Since these first announcements in February and March, we have received encouraging feedback from the 麻豆原创 community.

Today, we are providing additional details about this offering to better support our customers and partners in evaluating it as part of their RISE with 麻豆原创 transformation journey. We鈥檙e also pleased to share that customers that subscribe to a new instance of 麻豆原创 ERP, private edition in 2025 鈥� or have done so already 鈥� can take advantage of a special promotion for 麻豆原创 ERP, private edition, transition option.

What is 麻豆原创 ERP, private edition, transition option?

As part of the RISE with 麻豆原创 journey, many organizations are transitioning to 麻豆原创 S/4HANA Cloud Private Edition and 麻豆原创 S/4HANA Cloud Public Edition to modernize their operations and stay competitive. 麻豆原创 recognizes that our largest and most complex 麻豆原创 ERP customers may not be able to complete this transformation by the end of extended maintenance for their installed 麻豆原创 Business Suite 7 in 2030.

To support these customers, 麻豆原创 has introduced 麻豆原创 ERP, private edition, transition option 鈥� a time-bound subscription offering designed to provide business continuity from 2031 to 2033 while enabling a structured path to 麻豆原创 Cloud ERP or 麻豆原创 Cloud ERP Private.

The offering includes an 麻豆原创 ERP cloud subscription for specified products 鈥� centered around 麻豆原创 ERP Central Component on 麻豆原创 HANA 鈥� and is combined with services designed to facilitate the transition to RISE with 麻豆原创 via the max success plan (to be generally available in January 2026). It will help customers focus on the setup and optimization of their new and future system landscape. Business continuity services will cover elements like legal changes, security patches, and bug fixing. The specifics of which products are eligible are detailed in .

Key prerequisites for adopting this offering

To take advantage of the 麻豆原创 ERP, private edition, transition option, there are a few prerequisites to keep in mind:

1. Move to 麻豆原创 ERP, private edition: Systems must be migrated to 麻豆原创 ERP, private edition on 麻豆原创 HANA before December 31, 2030.  麻豆原创 strongly recommends this move now in order to start preparing systems based on the additional prerequisites outlined below.
2. Database requirement: 麻豆原创 HANA will be the only supported database for this offering.
3. System size: Minimum 2 TB for systems subscribed with 麻豆原创 ERP, private edition, transition option.
4. Technical readiness: Systems must be prepared for the transition option, namely mitigation coverage for products not included in the new option. See 麻豆原创 Note 3591251 for details.
5. Max success plan: The transition option is only available in combination with the max success plan during 2031-2033, including additional transformation services. This success plan will be generally available in January 2026.

Pricing and promotions

麻豆原创 ERP, private edition, transition option will be a new subscription, priced at an uplift compared to the 麻豆原创 ERP, private edition pricing valid end of 2030. The detailed conditions are outlined below:

麻豆原创 is offering a special promotion for customers that commit to 麻豆原创 ERP, private edition by the end of 2025 or have done so already. These early adopters will be eligible to adopt the 麻豆原创 ERP, private edition, transition option in 2031 under commercially equivalent terms to their then existing subscription.

Customers that sign up for 麻豆原创 ERP, private edition in聽2026聽will receive a standard聽20 percent uplift聽in pricing when switching to the transition option in 2031. For those who sign up in聽2027 or later, the uplift is not yet disclosed, final pricing will be communicated only closer to availability to purchase in 2028.聽

In all cases above, the max success plan fee will come in addition to the respective final price of the 麻豆原创 ERP, private edition, transition option.

Call to action

Now is the time to act. If your organization anticipates needing more time beyond 2030 to complete its transformation to 麻豆原创 Cloud ERP or 麻豆原创 Cloud ERP Private, taking the first step in 2025 is critical. Here鈥檚 why:

• Secure the 2025 promotion: Customers that sign up for 麻豆原创 ERP, private edition by the end of 2025 (with a start date no later than 2026) will be eligible for a 1:1 move to the 麻豆原创 ERP, private edition, transition option in 2031 — without any uplift. This provides a significant financial advantage and provides cost predictability for long-term planning.
• Gain valuable lead time to prepare your systems and teams: Moving now to 麻豆原创 ERP, private edition allows your organization to address technical prerequisites 鈥� such as migrating to 麻豆原创 HANA and mitigating unsupported technologies like Java 鈥� at a manageable pace. It also gives your teams time to align on transformation goals and build internal readiness.
• Reduce risk with a phased, structured transformation path: Starting now enables a smoother journey: first moving to 麻豆原创 ERP, private edition, then leveraging the transition option if needed, and ultimately adopting 麻豆原创 Cloud ERP or 麻豆原创 Cloud ERP Private. This phased approach minimizes disruption and supports continuous business operations.
• Ensure eligibility for the transition option: The transition option will only be available to customers that have already moved their systems to 麻豆原创 ERP, private edition before the end of 2030. Acting now guarantees that your organization meets this prerequisite.

For most of our customers planning to complete their transformation by 2030, this option won鈥檛 be necessary. Nevertheless, this option is tailored for those requiring additional time and support due to the complexity of their systems.

Learn more

To learn more about this offering, please refer to the following resources:

• Visit this聽 and .
• Reach out to your 麻豆原创 account executive or partner contact to discuss how the 麻豆原创 ERP, private edition, transition option fits into your transformation strategy.
• On the future direction of the 麻豆原创 Services and Support portfolio, including the max success plan to be available in January 2026, see here.

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at 麻豆原创.

麻豆原创 partners have always played a critical role in helping businesses unlock the value of cloud solutions. However, technical expertise alone isn’t enough. Projects face increasing scrutiny, high customer expectations, and constantly evolving business goals. To stay ahead, partners need access to the latest tools, insights, and best practices to deliver results at scale and without overextending their teams.

That’s where the plan can come in. More than a support offering, it鈥檚 a shared growth strategy that can give partners the expert guidance, enablement, best practices, and bandwidth to be able to deliver meaningful outcomes again and again.

Efficiency gains that drive value

麻豆原创 Preferred Success helps deliver significant efficiency gains by taking on critical, behind-the-scenes tasks鈥攕uch as release planning, usage monitoring, product best practices, and the identification of customer-relevant innovations. Such support can allow partners to stay focused on strategic implementations, drive innovation, and solve complex challenges without being bogged down by operational overhead.

Partners that work closely with 麻豆原创 experts can receive targeted, data-driven guidance tailored to actual usage patterns, industry needs, and solution capabilities. Doing so helps reduce unexpected effort, accelerate delivery timelines, and enable high-value implementation work that delivers measurable results.

麻豆原创 Preferred Success also helps simplify the complexity of frequent cloud updates from 麻豆原创. Guidance focused on what matters most to each customer helps partners zero in on relevant innovations while enabling smoother implementations, continuous feature adoption, and faster time to value. As a result, customer relationships can grow stronger and new opportunities can naturally emerge.

According to a , 麻豆原创 Preferred Success reduces internal implementation effort by 10% and release preparation time by 25%. These efficiency gains contribute to a three-year, risk-adjusted value of US$467,000 in savings for the average customer organization.

Enhanced visibility for proactive delivery

麻豆原创 Preferred Success can give partners the visibility to better support proactive delivery and identify new service opportunities. With targeted functional insights, partners can spot adoption gaps early, respond to issues before they escalate, and identify areas where customers may benefit from additional capabilities or services.

That approach helps open the door to more meaningful conversations, ranging from solution extensions and new feature adoption to strategic guidance. And the results speak for themselves: Forrester cites that organizations using 麻豆原创 Preferred Success achieve a 10% faster time to value and reduce implementation timelines by up to one month.

Confidence that sustains long-term growth

By helping to keep projects on track and customers engaged throughout the journey, 麻豆原创 Preferred Success can build confidence. Consistent and fast access to expert guidance helps ensure fewer disruptions and less risk of costly delays, budget overruns, or unplanned efforts. Moreover, partners can stay focused on making their customers successful.

Forrester reports that customers using 麻豆原创 Preferred Success experience a 24% boost in user productivity. This empowers partners to move beyond troubleshooting to deepen the adoption of key features and capabilities, even after the customer goes live.

By supporting stronger project continuity and minimizing risk, 麻豆原创 Preferred Success can enable partners to scale more predictably and build lasting, trust-based customer relationships.

More engagement, more services, more growth

When customers understand how to get the most from their solutions and apply new capabilities to business needs, they see their ROI on 麻豆原创 solutions increase. Access to prescriptive guidance, tailored enablement, and structured learning paths empower customers to actively participate in their transformation journeys.

This can lead to more frequent interactions with the partner team, more opportunities to demonstrate value, and stronger, lasting relationships. Customers that adopt more features and pursue new goals often require additional services, such as strategy workshops, integration work, or even new solution deployments.

麻豆原创 Preferred Success helps create a more predictable and positive customer experience that can support a stronger value journey and can enable stable, recurring revenue streams that partners can rely on. Forrester research shows that customers with 麻豆原创 Preferred Success have better solution adoption and are more likely to consume a greater share of their licensed capabilities to help achieve business goals.

Furthermore, 麻豆原创 Preferred Success isn’t one-size-fits-all. It includes tailored elements that partners can integrate into their delivery methods, whether focused on ERP, human capital management, procurement, supply chain, or industry-specific cloud solutions. It’s an adaptable foundation that helps strengthen the customers鈥� transformation as well as the partners鈥� client relationships. 

Shared success, scaled impact

At its core, 麻豆原创 Preferred Success helps unlock the full value of the cloud for customers and partners. It helps partners deliver faster, support smarter, and build stronger relationships that drive long-term customer value.

More important, 麻豆原创 Preferred Success represents a shift in mindset. It’s a recognition that customer success is a shared effort. With the right tools and collaboration, partners can do more than implement software鈥攖hey can lead transformation with confidence, continuity, and clarity.

Ready to accelerate your customers鈥� outcomes with ? Contact your 麻豆原创 partner manager or visit the site for program details and incentives.

Kiron Satyavarapu is global solution owner of 麻豆原创 Preferred Success at 麻豆原创.

This is where can step in. Designed as an easy-to-consume training, Support Accreditation helps equip you with the knowledge and confidence to make full use of 麻豆原创鈥檚 powerful support ecosystem. And the best part? It鈥檚 available to all customers and partners at no additional cost.

What is Support Accreditation?

At its core, is a self-paced online course that helps demystify the tools, services, and methodologies within 麻豆原创’s support landscape. With five digestible modules, interactive quizzes, how-to videos, and one-page summaries, it can deliver clarity in a space that often feels complex and fragmented.

Upon completion, learners earn a digital Support Accreditation badge鈥攁 mark of proficiency and confidence that can be showcased on social media or used to enhance your professional profile.

“Understanding 麻豆原创鈥檚 support landscape shouldn鈥檛 be a mystery. Support Accreditation gives you the clarity and confidence to lead with impact,” said Anja Schneider, SVP and global head of Premium Engagement & Advisory, 麻豆原创.

Recent updates that make it even better

麻豆原创 continuously evolves the accreditation to reflect the dynamic nature of cloud support. Recent updates include:

• A new AI-guided support module covers how 麻豆原创 leverages large-language models and AI to help drive predictive, real-time support. You鈥檒l learn how tools like Incident Solution Matching and AI-based recommendations can improve response times and accuracy.
• An enhanced focus on 24/7 support structures teaches you how to engage with 麻豆原创鈥檚 global support organization across different channels and time zones.
• The expanded coverage of 麻豆原创 Cloud ALM showcases how to manage implementation and operations more effectively using a cloud-native, out-of-the-box solution.
• In-depth guidance on 麻豆原创 for Me details how 麻豆原创’s personalized digital companion can provide transparency and control across all touchpoints鈥攆rom licenses to lifecycle management and support interactions.

Whether you鈥檙e scheduling an expert, chatting in real-time with 麻豆原创 support engineers, or using 麻豆原创 for Me to get a consolidated view of your landscape, Support Accreditation helps ensure you know how to make the most of these resources.

鈥淪upport is more than solving issues. It鈥檚 about enabling outcomes. This accreditation empowers you to do just that,鈥� said Augusta Spinelli, EVP and聽global head of Adoption Services Center, 麻豆原创.

Why it matters for customers and partners

Let鈥檚 face it鈥攅ven the best digital tools fall short without the right enablement. Many organizations aren鈥檛 fully aware of all the support resources available to them, leading to longer resolution times, missed opportunities, and frustration.

Support Accreditation helps bridge that gap. Customers can learn how to accelerate resolution times, engage effectively with support teams, and use self-service tools to reduce case volumes. Partners can gain a competitive edge by delivering projects and managed services aligned with 麻豆原创 best practices.

“The future of support is proactive, intelligent, and business-driven. This accreditation empowers you to lead that future,鈥� said Stefan Steinle, EVP, global head of Customer Support & Cloud Lifecycle Management.

Over 5,000 success stories and counting

Each year, more than 5,000 customers and partners complete the Support Accreditation course. The average course rating? A near-perfect 4.75 out of 5. It鈥檚 not just useful; it鈥檚 loved. And because the course is updated regularly, 麻豆原创 recommends refreshing your badge once a year to stay aligned with the latest tools and best practices.

Whether you’re new to 麻豆原创 or a seasoned consultant, there鈥檚 never been a better time to invest a couple of hours in a course that will pay dividends across every support interaction you have.

Ready to take the next step?

Join the thousands already leading with confidence.

Oliver Huschke is VP of External Engagements, Customer Support, and Cloud Lifecycle Management at 麻豆原创.

More than a support plan, 麻豆原创 Preferred Success offers a guided, proactive success model that helps accelerate outcomes, reduce risk, and drive continuous innovation. As companies move to cloud ERP solutions, especially in regulated and complex industries, the services can become a strategic advantage in bridging the gap between implementation and long-term business transformation.

Delivering transformation as a service

Technology implementation, even for cloud ERP with embedded AI and automation, can only take a business so far. To drive true business transformation, expertise is still essential.

麻豆原创 Preferred Success helps overcome challenges in realizing expected ROI and business outcomes, such as adoption gaps, siloed insights, and reactive operations that slow progress. The services can provide strategic support tailored to each organization with a structured engagement model, direct access to 麻豆原创 experts, and proactive recommendations aligned with business goals.

For example, organizations can realize the full value of 麻豆原创 S/4HANA Cloud Private Edition and other cloud solutions from 麻豆原创 faster and with less risk by leveraging:

• Tailored guidance and best practices from 麻豆原创 experts across industries
• Proactive insights to help customers align innovation with strategy
• Accelerated adoption of 麻豆原创 innovations, including embedded AI and 麻豆原创 Fiori apps
• Optimization support to help continuously refine system performance and processes
• Business-specific planning aligned with transformation milestones

麻豆原创 Preferred Success can also deliver best practice guidance through structured success checks鈥攖ouch points where 麻豆原创 experts assess alignment with standard processes, identify risks, and provide tailored recommendations. This proactive approach supports a 鈥渒eep clean, stay clean鈥� strategy, helping customers safeguard system integrity and accelerate future innovation.

For IT teams, the services can decrease time spent on incident resolution while increasing system stability. Access to architectural reviews, upgrade planning, and expert troubleshooting enables a critical shift from reactive support to proactive innovation.

At the same time, business teams can be better positioned to adopt new features quickly, leading to higher productivity and measurable progress on strategic KPIs. 麻豆原创 experts can assist in defining and tracking those KPIs from the beginning, helping ensure the technology evolves with the business. In addition, with each new release, 麻豆原创 Preferred Success can provide guidance on how to adopt what matters most.

To see the services within 麻豆原创 Preferred Success in action, let鈥檚 consider Eurofarma. Operating in more than 20 countries, the pharmaceutical company turned to 麻豆原创 S/4HANA Cloud Private Edition to modernize and scale its operations. However, the turning point wasn鈥檛 just the technology but also the partnership through 麻豆原创 Preferred Success.

As noted by William Almeida, operations support systems coordinator at Eurofarma, in a :

鈥溌槎乖� Preferred Success has significantly impacted our operations by driving innovation and enabling us to fully leverage all the tools contracted with 麻豆原创. We share our business needs with them, and they connect us with 麻豆原创 experts in each area. This partnership has been instrumental in improving performance, scalability, and our ability to utilize cloud-based tools, ultimately enhancing our overall modernization.鈥�

麻豆原创 Preferred Success helped Eurofarma align its cloud environment with evolving business goals, optimize infrastructure, and adopt new tools more quickly. With personalized guidance, the company moved from reactive maintenance to proactive transformation鈥攂oosting its productivity, improving compliance, and building a stronger digital foundation for growth.

Turning embedded AI into business outcomes

When embedded with purpose and backed by expert guidance, AI becomes more than a tool. It drives tangible business outcomes. Yet, most companies struggle to adopt the technology because they lack a clear path to value.

Although it鈥檚 designed to transform business operations with intelligent recommendations, automation of manual tasks, and foresight that once took hours to uncover, the full potential of AI requires more than flipping a switch.

麻豆原创 Preferred Success offers an AI acceleration path through its AI exploration service, designed to help organizations move from isolated pilots to strategic, embedded intelligence. The service can provide expert guidance to identify high-impact use cases, align capabilities to business goals, and help ensure secure, scalable adoption.

From streamlining financial close processes to enabling natural language interactions through the copilot, companies can gain the insight and support needed to make AI truly work for their business. For industries where speed, compliance, and innovation go hand in hand, this level of enablement helps clear the way for a personalized, scalable approach to innovation.

Creating a trusted foundation for future-ready businesses

Cloud transformation isn鈥檛 a one-time event; it鈥檚 a continuous journey. 麻豆原创 Preferred Success can support every step, from go-live and scaling to innovation and evolution.

Whether the focus is on modernizing finance, optimizing supply chains, embracing generative AI, or shifting to a clean core strategy, 麻豆原创 Preferred Success brings structure to transformation, clarity to complexity, and confidence to your most important decisions.

Ready to get more from your cloud investment? Find out how services can help you get there.

Mine Ecevit is global lead for 麻豆原创 Preferred Success Sales at 麻豆原创.
Andreia Bessa is global program lead for Global Customer Engagement and Services at 麻豆原创.

With the evolving 麻豆原创 Services and Support portfolio, 麻豆原创 executives also showcased a new approach to engaging with customers. The message was clear: transformation is no longer optional 鈥� it鈥檚 survival.

Building on this theme, Thomas Saueressig, Member of the Executive Board of 麻豆原创 SE, Customer Services & Delivery, emphasized how 麻豆原创 stands by its customers as an indispensable partner in today鈥檚 volatile environment marked by shifting tariffs, global uncertainties, and an accelerating pace of change. 鈥淲e understand that our customers seek faster transformations, faster time to value, and increased agility,鈥� Saueressig said, adding that 麻豆原创 is committed to supporting them at every step of the way.

Using RISE with 麻豆原创, the company鈥檚 transformation-as-a-service offering, and the power of the Business Transformation Management portfolio, 麻豆原创 can already deliver up to 30 percent cost savings for its customers, and this is more important than ever when budgets are under pressure and organizations need to transform quickly. 鈥淏ut we don鈥檛 stop there,鈥� Saueressig said, announcing a further evolution of the RISE with 麻豆原创 Methodology, with updates to the discovery phase, a project workspace in 麻豆原创 Cloud ALM, as well as a new transformation preparation service, including tailored transformation road maps for 麻豆原创 customers.

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On stage, Mercedes-Benz CIO Katrin Lehmann shared how 麻豆原创 helped the automotive company tackle recent challenges such as moving to the cloud and exploring custom AI options like Mercedes-Benz Direct Chat to add value for customers. 鈥淢oving to RISE with 麻豆原创 means that we can accelerate processes and leverage innovation,鈥� she said. Currently, Mercedes-Benz is exploring Joule as part of its RISE with 麻豆原创 journey.

鈥淭his is the year when AI is becoming a reality for business,鈥� Saueressig chimed in, noting that customers aim to distinguish their strategies for leveraging AI to stand out in the market.

By combining advanced AI technologies with enterprise resource planning (ERP), companies can unlock substantial enterprise value. However, this can best be achieved with partners, said Saueressig who announced the launch of an AI co-innovation program with Amazon Web Services (AWS.) This program brings together experts from the two companies as well as dedicated technical resources and cloud credits to define, test, and deploy generative AI apps on 麻豆原创 Business Technology Platform (麻豆原创 BTP) to solve critical business challenges.

Focus on productivity, embrace AI

Saueressig then welcomed Jan Gilg, chief revenue officer and president of 麻豆原创 Americas and Global Business Suite and member of the Extended Board of 麻豆原创 SE, on stage. Gilg opened his remarks with a sobering statistic: during the rise of software as a service (SaaS), global business productivity grew just 1.5 percent since 2005, compared to the first wave of ERP from 1995-2005 when it grew by a more robust 2.6 percent. While the cloud has unlocked the ability to consume technology faster, systems have become larger and more complex. His conclusion? 鈥淢ore technology alone does not automatically mean better business outcomes.鈥� He went on to say that what customers need are 鈥渋ntegrated business processes, especially in an uncertain business environment.鈥�

In the era of agentic AI, establishing an integrated and harmonized enterprise foundation is essential, Gilg said. He described the reimagined 麻豆原创 Business Suite as data-driven and AI-powered, aimed at democratizing access to Business AI and said he is certain that this transformation can unlock a significant productivity boost.

Geoff Scott, CEO of the , joined the conversation, outlining the three top-of-mind topics among 麻豆原创 customers: global uncertainty, a return to simplicity, and productivity growth. Scott added that ASUG members are focusing on a pragmatic approach for scaling 麻豆原创 Business AI, emphasizing the importance of aligning AI initiatives with strategic business goals and validating them through pilot programs. He also emphasized the critical role of clean, integrated data and the power of collaboration and partnerships.

Grow resilience with the power of the public cloud

One of the most inspiring transformation stories during the keynote came from Jeff Suellentrop, CTO of , a metals and mining company that was on the brink of bankruptcy when Suellentrop joined. In a capital-intensive industry, Phoenix Global was growing fast and its legacy tech stack couldn鈥檛 keep up.

鈥淲e basically replaced every system in the company,鈥� Suellentrop shared. The company鈥檚 move to 麻豆原创鈥檚 public cloud offering, choosing the GROW with 麻豆原创 journey, allowed it to streamline operations, reduce inventory, and improve asset utilization and resulted in a financial turnaround. 鈥淲e have returned millions and millions of dollars back into the business,鈥� Suellentrop said.

Scaling a global snacking empire with 麻豆原创 Business Data Cloud

The final customer invited on stage was , the family-owned confectionery giant behind M&Ms, Snickers, and Milky Way. Will Beery, vice president and global CIO for Mars Snacking, and Praveen Moturu, global vice president of Digital Platforms at Mars Information Services, explained how the company uses 麻豆原创 Business Suite to support rapid growth and acquisitions. 鈥淲hen you think about our digital strategy and the architecture that needs to be there to enable these businesses, it has to be more global. It has to be more standard,鈥� Beery said.

Mars has adopted a three-tier ERP strategy to support its retail operations, acquisitions, and core business. The goal is harmonization and innovation focusing on simplifying and standardizing its IT landscape. Moturu told the audience that using 麻豆原创 technology, the company has been able to optimize workflows, reduce bottlenecks, and improve overall productivity and accuracy. Mars also opted for 麻豆原创 Business Data Cloud, which Moturu described as a long-awaited solution that brings consistency and efficiency.

Drawing on his own experience managing 麻豆原创 systems, Gilg said he understood of the challenges 麻豆原创 customers face, and underscored 麻豆原创’s shift toward being a more supportive, invested partner in customers’ transformation journeys and committed to delivering tangible outcomes, telling the customer audience, 鈥淚鈥檓 here to be your voice inside 麻豆原创 and to be with you for your entire customer value journey.鈥�

Back on stage, Saueressig explained how new updates to the integrated toolchain will help to unlock value from the 麻豆原创 solution faster, reduce the cost of transformation by up to 30 percent, increase business agility, and speed up continuous innovation.

Thanks to new offerings announced at 麻豆原创 Sapphire, he said the impact of the integrated toolchain will be even greater. These include:

• A new transition guidance 鈥� with Joule 鈥� to orchestrate all transformation-related assets, bringing together 麻豆原创 Signavio, 麻豆原创 LeanIX, 麻豆原创 Cloud ALM, and Joule for developers and consultants
• A centralized AI agent hub and governance in 麻豆原创 LeanIX that helps companies map AI agents to their business capabilities
• Boosting UX and adoption by WalkMe integration across 麻豆原创 Business Suite
• AI assistance for 麻豆原创 Signavio with AI-assisted transformation advisor, process conformance check, and process context analyzer

鈥淔undamentally, AI will be omnipresent across the entire toolchain,鈥� Saueressig  said. 鈥淲e will continue to work to drive down the cost and drive down the time to value for all of you.鈥� Additionally, he said, the company is completely overhauling the 麻豆原创 Services and Support Portfolio with three new success plans that build upon one another. Each includes enabling Joule for customers and supporting team ramp-up with learning journeys for 麻豆原创 Business AI. He also announced data services, a comprehensive offering for 麻豆原创 Business Data Cloud, which provides prescriptive guidance to customers from pre-sales to ongoing support, , starting with a free 麻豆原创 Business Data Cloud discovery workshop and assessment to get customers started on their data journey.

To wrap up, Saueressig stressed again 麻豆原创’s commitment to listening to customers and challenging itself to improve its support for customers every day. 鈥淲e鈥檒l ensure you can realize value from all the solutions mentioned today鈥� you have the power in your hands to transform today to be resilient tomorrow.鈥�

Our robust services strategy was developed to serve as a basis for success, driving faster time to value and increased business outcomes.

We made early strides by introducing the Enterprise Architect role, a qualified partner to ensure the RISE with 麻豆原创 Methodology is in place to guide customers on their journey to the cloud. Already as a result, we are seeing better engagement and increased adoption rates.

Today, we continue these efforts by announcing a major evolution of our 麻豆原创 Services and Support portfolio. In early 2026, we will make our simplified, tiered engagement model generally available.

Comprised of three distinct success plans that build upon each other, this model will align cloud operations, customer support, and premium engagement to make it easier to adopt 麻豆原创 solutions and innovate with the transparency, speed, and flexibility the market demands. The new model will also provide more predictable total cost of ownership (TCO) and return on investment (ROI).

With this new engagement framework, businesses can choose from one of three plans, with AI tooling embedded in each plan along the entire project cycle:

• Foundational success plan: This plan supports in-house teams by helping to onboard and run solutions smoothly, maintain business continuity, and drive ongoing value. It is comprised of curated content and learning journeys for effective customer self-service. It also features application lifecycle management solutions and preventative mission-critical support. This plan includes and expands on our well-known 麻豆原创 Enterprise Support offering and is provided with every 麻豆原创 cloud solution. With the foundational plan, 麻豆原创 turns on Joule for a customer鈥檚 business and supports the team ramp-up with learning journeys for 麻豆原创 Business AI.

• Advanced success plan: This plan strengthens teams with specialized expertise that helps to continually unlock the full value of a customer鈥檚 麻豆原创 investment. It provides proactive guidance to identify improvement opportunities and adopt software innovations. It builds on the foundational plan to maximize solution value and accelerate transformation. With the advanced plan, 麻豆原创 helps the customer build a plan and activate embedded AI use cases and provides ongoing product guidance and optimization advice.

• Max success plan: This plan includes all the advanced plan features plus tailored engagement and end-to-end guidance from dedicated experts. It builds on the previous two and offers strategic partnership for organizations pursuing innovation, competitive advantage, or complex transformation. With the max plan, 麻豆原创 helps the customer define a holistic AI strategy; create the necessary data and architecture roadmap; and build prototypes for customer-specific AI use cases. This plan provides the maximum opportunity for excellence and highest level of聽 SLA.

These plans complement the services that many 麻豆原创 customers already receive from their systems integrators.

With these plans, we deliver on our promise to make our engagement with customers simpler and to bring the engagement closer, working together to deliver more business outcomes and leveraging the full potential of AI.

The power of the future lies in our customers鈥� hands — we鈥檙e honored to serve and support them.

Thomas Saueressig is a member of the Executive Board of 麻豆原创 SE.

When it comes to customer support, these capabilities are game-changing not only for current applications but also for future implications. The way businesses deliver support is improving every day, thanks to the rapidly evolving framework: technological breakthroughs, business innovations, and process agility. Here are six key methods that can transform the delivery of customer support.

1. Real-time monitoring

With AI-infused features in diagnostics, an electric car can detect potential malfunctions and schedule its own service appointment automatically, preventing issues like battery depletion or tire pressure drops before they become critical.

How does real-time monitoring play out in the world of business software? 麻豆原创 Cloud ALM provides a feature-rich observability platform that can collect telemetry data, like metrics, logs, and traces, from applications and their supporting infrastructure, allowing support teams to review the health of these systems. By providing real-time analytics and a centralized dashboard, 麻豆原创 Cloud ALM helps empower IT teams to quickly respond and fix issues, so the business remains operational with minimal interruptions. Additionally, the use of OpenTelemetry standardizes observability within a modern customer landscape.

鈥淭he 麻豆原创 Cloud ALM solution has been instrumental for our IT operations. It offers real-time insights and seamless integration across all our enterprise applications, making everything run more smoothly. It鈥檚 like having a bird鈥檚-eye view of our operations, ensuring efficiency and helping us stay proactive rather than reactive.鈥�

Omprakash H, Senior Director, Blueprint Technologies Pvt. Ltd.

2. Proactive resolution

Customer feedback loops play an important role in improving products and services and refining customer relationships. Repeat requests, in customer and user feedback, help service providers identify critical needs and also prioritize features to be delivered.

For example, users within 麻豆原创 Business Network and 麻豆原创 Ariba solutions go to the help center for self-service or case assistance 10.8 times less than they did years ago. This drop in end-user support sessions is the result of features that have been built into the product, based on customer feedback.

AI-enabled outbreak detection is another significant process in proactive resolution that allows support teams to address unexpected increases in anomalies, customer complaints, or issues.

“We continuously identify the reasons for frequent customer demands and challenges from inquiries raised to 麻豆原创 support. This allows 麻豆原创 to proactively deliver the most impactful product changes before they become a challenge for more customers. This way, we improve our products while also focusing on key product capabilities used by our customers today.鈥�

Alexey Ukrainsky, Solution Support Architect, 麻豆原创 MCC

3. Predictive analytics

In the retail industry, predictive analytics is used effectively for proactive and preventative support. One prominent example is 麻豆原创’s holiday season readiness program, which helps position 麻豆原创 as a front-runner in AI-driven, predictive, and proactive support solutions. With the goal of issue prevention at its core, the program can provide a comprehensive, 360-degree customer support profile, helping to accelerate issue detection and anticipate potential problems with AI-driven features like a virtual support assistant, resource prediction,鈥痺eb traffic prediction, a鈥痳ecommendation engine, case history analysis, issue correlation, and pattern recognition.

鈥淒uring Cyber Week 2024, 麻豆原创鈥檚 holiday reason readiness program equipped our support and ops teams to achieve 100% uptime for our customers with the predictive, proactive, and bi-directional support model implemented by the program.鈥�

Tarun Luthra, Head of Support, I&CX Solutions

4. Customer journey mapping

麻豆原创 Signavio solutions can help businesses visualize the end-to-end customer journey, tracking interactions across different touchpoints. This enables companies to identify areas of improvement in their customer support processes, leading to more personalized and effective interactions.

With the help of 麻豆原创 Signavio Process Intelligence, 麻豆原创 can successfully map support processes to help implement AI improvements for optimizing our services. The result: a 100% increase reported in customer value.

For example, a business that struggles with connecting customer experience data and operational data can take advantage of the 麻豆原创 Signavio Journey-to-Process Analytics solution to help reduce time to insight and uncover anomalies and trends.

鈥淭he challenge in increasing our customer experience lies in the direct link between process and journey activities. I see 麻豆原创 Signavio solutions as the perfect tools for consolidating these two perspectives to develop operational excellence in step with customer experience.鈥�

Stefan Gammel, Business Process Consultant, Hilti Group

5. In-app support

Seamlessly integrating support features in a product, service, or system gives users easy access to directly request assistance within the interface, without needing to contact a support team or leave the platform. Built-In Support can include contextual, AI-assisted, self-service options like help application-specific documentation, troubleshooting tools, knowledge bases, and FAQs or real-time options like live chats with support engineers.

For example, WalkMe solutions and Built-In Support鈥攍ayered over multiple applications in a business workflow鈥攃an provide real-time, proactive, in-app guidance to users, helping to significantly reduce the need for live assistance or support tickets.

鈥淐ontext significantly enhances the quality of support. Built-In Support works like a pit stop at a racetrack. The repair crew is right where the action is. The interruption is brief and far less disruptive than taking your car to the workshop, ensuring a smoother return to your activities. In the context of your company, this helps you win your business race.鈥� 

Wilhelm J眉tte, Chief Product Owner, Customer Support, 麻豆原创

6. Proactive mindset

None of the tools and processes that we deploy to implement a proactive and preventative support strategy are sustainable if our teams are not tuned to a proactive mindset. I believe high-performing support teams deliver the best results with a combination of human-machine collaboration, in a culture that promotes a forward-thinking, outcome-driven, service-oriented, and data-driven mindset. 

At the end of the day, the best issue is the issue that we can prevent. Proactive and preventative support is not just about solving problems, but about creating peace of mind for end users, customers, partners, and support engineers so every customer receives custom care, even before they need help.

“Knowledge management within support is not just about enabling self-service through portals to deflect incoming tickets, but about eliminating the need to come to the support portal in the first place.”

Derek Matthews, Technical Support 鈥� Procurement Chief Innovation Officer, 麻豆原创

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at 麻豆原创.

Cloud solutions promise simplicity: turn them on, and they just work. But behind every successful cloud transformation lies a complex web of operational challenges. Businesses adopting cloud solutions, whether public or private, still need to address topics such as testing, application performance, security, monitoring, integrations, service and change requests, and issue resolution.

The reality? Cloud solutions eliminate hardware and infrastructure concerns, but the day-to-day operational workload remains. Without proper management, businesses face risks such as downtime, inefficiencies, and an inability to scale.

can help put an end to this struggle. The offerings of expert-managed services are designed to help run, optimize, and innovate cloud applications鈥攇iving businesses the tools to help unlock the full potential of their business, human capital, and technology investments.

Why cloud application management matters

When businesses run on cloud solutions from 麻豆原创, our 24×7 cloud operations can provide more than just monitoring. We can also help to actively prevent issues before they impact your operations and to respond rapidly when minutes matter. Problems can not only be fixed but also anticipated鈥攖hat鈥檚 the beauty of 麻豆原创 Cloud Application Services.

Offered through an outcome-based, modular subscription model, the offerings can deliver hands-on support for smooth cloud operations. For IT teams, this can mean more time to focus on strategic innovation and business transformation, instead of being overwhelmed by routine maintenance. They can leverage 麻豆原创鈥檚 deep solution expertise to help ensure continuous security updates, proactive monitoring, intelligent automation, and data-driven optimization.

More importantly, 麻豆原创 Cloud Application Services can help resolve key challenges associated with cloud-based operations, such as:

• Expert-supported application management: Comprehensive cloud application management from 麻豆原创 helps ensure stable and reliable operations and business continuity across the cloud landscape.
• Interconnectivity and integration: Data and processes can flow with greater reliability and speed across cloud environments without losing business context.
• Intelligent monitoring and performance optimization: Cloud applications can work together in ways that proactively prevent downtime and performance bottlenecks.
• Issue resolution and incident management: Technical issues can be swiftly identified and resolved early.
• An AI-first approach: The fusion of built-in AI and cloud application management can enable companies to focus more resources on solving business challenges effectively.
• Security and compliance: Security, compliance, and governance standards can be maintained consistently and with confidence.
• Automated testing: Regression, performance, or integration testing can be automated to help make innovation less burdensome for IT teams and the overall business.

Where more freedom drives a more strategic focus

All over the world, companies, such as (Atem), are already opening the door to integrated, automated operations in the cloud with 麻豆原创 Cloud Application Services.

鈥淭he unified engagement between the 麻豆原创 Cloud Application Services offerings and our partner helped us deliver our upgrade of 麻豆原创 S/4HANA Cloud Private Edition in a very short timeframe,鈥� shares Nayara Araujo, IT systems manager at Atem Distribuidora de Petr贸leo S.A. 鈥淭his project is key to our innovation plan and will enable us to continuously enhance our software landscape for many years to come.鈥�

The close relationship that Araujo describes led to a cloud environment that鈥檚 reducing the company鈥檚 energy consumption by 80% and data footprint by 87.5%. Business operations have also been improved鈥攆or example, monthly financial closing time has fallen by 40%.

Atem鈥檚 success underscores the importance of having a single point of accountability, supported by:

• Predictable costs: Annual service packages are transparent, fixed-price, and outcome-based.
• Guaranteed performance: The offerings are backed by contractually binding service-level agreements and 24×7 global support.
• Embedded AI and automation: Intelligent monitoring, proactive issue resolution, and continuous improvements are included.
• Continuous innovation: Cloud applications are aligned with the organization鈥檚 goals and 麻豆原创鈥檚 evolving road map.
• Comprehensive governance: 麻豆原创 manages everything from monitoring to security and compliance.

Atem didn鈥檛 need to deal with multiple vendors. Instead, 麻豆原创鈥檚 and the partner鈥檚 expertise, global support, and standardized service delivery were immediately accessible through one channel. This advantage led to 25% faster upgrades, 30% better usability, and 100% AI readiness.

With cloud success comes AI-driven innovation

Cloud success is more than increased uptime; it鈥檚 also about unlocking what鈥檚 next. With AI redefining everything in our world, businesses need clean, connected, and continuously managed data and AI-ready, intelligent, and scalable IT environments more than ever.

麻豆原创 Cloud Application Services can transform cloud operations into a foundation for AI-driven innovation. With intelligent monitoring, automation, and built-in AI capabilities, businesses can accelerate AI adoption, improve critical business KPIs, and scale dynamically with confidence, control, and continuous innovation.

Take the next step toward a smarter, AI-powered future today. Learn how can maximize your cloud investment and contact your local service account executive to get started.

Arndt-Alexander Boehnert is global vice president for 麻豆原创 Cloud Application Services at 麻豆原创.
Stefan Krampen is lead architect for 麻豆原创 Cloud Application Services at 麻豆原创.

According to a Forrester Consulting Total Economic Impact鈩� (TEI) study commissioned by 麻豆原创, interviewed 麻豆原创 customers found a way to tap into the guidance, expertise, and support they need to navigate challenges and achieve their cloud ambitions. And it all began with the expanded editions of the 麻豆原创 Preferred Success offering.

A vice president of financial systems from a financial services company succinctly described the impact in an interview for the Forrester Consulting study: 鈥淭he expanded editions of 麻豆原创 Preferred Success have opened new doors for us. We can use the time saved by working with the 麻豆原创 product specialist to focus on new functionality and dive deeper into existing features like never before.鈥�

Implementing, adopting, and optimizing cloud solutions can be a struggle for many organizations. Why? Their internal teams often lack the time and expertise to leverage the solutions fully. At the same time, the rest of the business is stuck searching for external technology partners to manage applications and wrestle with customizations that slow down progress.

But here鈥檚 the good news: expanded editions of 麻豆原创 Preferred Success can provide direct access to 麻豆原创 product specialists who can give tailored guidance, enable proactive monitoring, and accelerate problem-solving.

Impact backed by real-life customer experiences

The expanded editions of 麻豆原创 Preferred Success can go beyond smoothing the cloud adoption experience; they can also offer a strategic advantage that helps transform business operations. For the TEI study, Forrester Consulting interviewed 麻豆原创 customers using the expanded editions鈥攎any of whom faced similar challenges, including limited expertise, resource constraints, and difficulty optimizing cloud solutions.

With access to comprehensive services such as how-to guidance and in-depth expertise, new-feature activation, prescriptive solution reviews, and proactive monitoring, surveyed organizations reported:

• 65% higher internal 麻豆原创 team efficiency, saving US$1.3 million over three years: Regular check-ins with 麻豆原创 product specialists can empower internal teams with direct access to training materials, insights on upcoming releases, and proactive issue prevention.
• 50% lower application management service costs, worth $1 million: Organizations can significantly reduce reliance on external service partners by equipping internal teams with advanced 麻豆原创 expertise.
• Optimized customizations, worth $408,000: Leveraging 麻豆原创鈥檚 standard design frameworks and expert guidance help streamline custom development efforts, minimize rework, and improve system performance.

Beyond the numbers, the true value of the expanded editions is reflected in real-world stories. In fact, an HR platform architect of a manufacturing company shared with Forrester Consulting: 鈥淲hen we face an issue, the 麻豆原创 product specialist gives us a direct and clear answer within one day, and sometimes within hours. Also, the expanded editions of 麻豆原创 Preferred Success give us access to a whole network of highly skilled 麻豆原创 experts.鈥�

The cloud鈥檚 potential continues to expand

As cloud technology evolves, its potential continues to grow. Yet, realizing its full value requires more than just technology鈥攊t demands the right expertise and guidance. Backed by real-life customer experiences analyzed by Forrester Consulting, it鈥檚 clear that strategic advantage is available through the expanded editions of 麻豆原创 Preferred Success.

Learn more about the full impact of the in the 2025 Forrester Consulting study, 鈥�.鈥�

And if you鈥檙e ready to take the next step, ask your 麻豆原创 sales representative about including the expanded editions of 麻豆原创 Preferred Success in your quote.

Gokhan Nalbantoglu is head of Global Sales for Cloudified Services at 麻豆原创.
Peter Roberts is SVP and chief product owner for 麻豆原创 Preferred Success at 麻豆原创.

This is where the latest update of the 麻豆原创 Preferred Success offering comes in. It now offers a workshop designed to transform AI adoption into a structured, achievable process. Tailored support focuses on scaling AI initiatives confidently and responsibly in cloud solutions from 麻豆原创.

Adding a business AI accelerator workshop to 麻豆原创 Preferred Success demonstrates 麻豆原创鈥檚 commitment to going beyond advancing technology adoption. Combining deep expertise, strategic frameworks, and cutting-edge AI capabilities, the workshop helps empower companies to unlock their full potential with bold innovations and measurable business outcomes.

Setting a transformative foundation for AI integration

Supported by a comprehensive framework, the business AI accelerator workshop provides essential knowledge, strategic frameworks, and a clear action plan to leverage AI for improved business processes, data-driven decision-making, and enhanced customer experiences. But what makes this new addition remarkable is its focus on delivering .

Enhanced with the software industry鈥檚 broadest data sets, the service can integrate AI into business processes while upholding the highest standards of ethics, data privacy, and governance. This can enable companies to embrace AI with trust and transparency while achieving tangible outcomes.

Accelerating time to value is another key benefit of the workshop. By rapidly deploying AI models and solutions, organizations can quickly realize the benefits of automation, optimization, and data-driven decision-making. They can participate in tailored sessions to identify high-impact use cases that align with their unique needs and plan a road map for simplifying the complexities of integrating AI capabilities into existing processes.

Beyond its technical strengths, the workshop emphasizes effective change management and comprehensive governance. These practices can foster organizational buy-in, strengthen compliance, and support a smooth transition to AI-driven operations. And when combined with 麻豆原创鈥檚 scalable, cloud-based AI services, businesses can gain the flexibility to grow sustainably, adapt to evolving demands, and future-proof their operations.

Guiding the path to bold innovation and simplicity

The workshop can provide a structured approach for organizations seeking effective AI adoption. It begins by introducing foundational business AI concepts, 麻豆原创鈥檚 AI strategy, and the AI services available from 麻豆原创. This initial overview highlights AI鈥檚 possibilities, helping organizations understand its potential impact on business operations.

Building on this foundation, the workshop conducts an AI readiness assessment of the customer鈥檚 麻豆原创 landscape, IT infrastructure, and overall consumption behavior. This evaluation identifies suitable AI use cases and establishes a tailored road map for AI adoption.

In parallel, the workshop can strengthen governance, compliance, and ethical considerations by establishing a comprehensive data governance framework. This helps ensure data accuracy, legality, privacy, and security across AI applications, enabling organizations to maintain high data quality, regulatory compliance, and stakeholder trust while mitigating legal risks.

Change management is another essential component of the workshop. Organizations can learn best practices for AI adoption in 麻豆原创 solutions, including strategies to secure organizational buy-in, reduce resistance, and transition smoothly into AI-driven operations.

Next, a resource and skill set evaluation is conducted to help identify gaps in AI expertise. Organizations can leverage this information to build a skilled team capable of effectively adopting AI solutions and sustaining long-term success.

The workshop then focuses on strategic use-case identification, guiding participants through interactive sessions to uncover high-value AI opportunities aligned with business goals. This process can provide customers with AI use cases tailored to meet each organization鈥檚 specific needs and strategic objectives.

By the end of the workshop, organizations can gain a comprehensive action plan that helps transform insights into execution鈥攄riving AI adoption with confidence while fostering co-innovation and collaborative growth.

Shaping the future with AI and innovation at the core

We at 麻豆原创 and our customers can work together to shape a future where technology drives meaningful impact with the business AI accelerator workshop. Whether identifying impactful use cases relevant for business or adopting AI-driven solutions, organizations can maximize the value of their technology investments and help ensure lasting outcomes with greater agility, scalability, and efficiency.

Kiron Satyavarapu is global solution owner of 麻豆原创 Preferred Success at 麻豆原创.

Updated March 7, 2025

Here, we will give a brief preview on what this offering will be about and how customers will benefit from it.

Already today, thousands of 麻豆原创 customers have successfully leveraged 麻豆原创 cloud solutions to transform their businesses, achieve agility, and increase efficiencies. We see our customers unlocking new innovations through modernization of their business processes and embracing a cloud operating model.  For most 麻豆原创 customers, it is not a matter of whether they are going to move from their legacy systems, but a question of how quickly they can do this in the overall context of their business and IT transformation.

As we approach 2030 and the end of extended maintenance for on-premise 麻豆原创 ERP systems, this transformation becomes even more important. Continuing to use these systems beyond 2030 will become increasingly challenging and risk prone, as, for example, third-party products like older Java versions will no longer be supported from the respective vendors.

On the other hand, we know that 麻豆原创 customers with very large and complex on-premise IT landscapes 鈥� including a large number of 麻豆原创 ERP systems, some in the hundreds 鈥� require flexibility to move each part of their landscape to the cloud with the pace and agility needed to support evolving business requirements.

To help customers in this situation better prepare for the future, we will introduce a new cloud subscription offering, 麻豆原创 ERP, private edition, transition option, designed to help our largest and most complex customers plan, execute and succeed in their cloud transformation.

This new offering will be an 麻豆原创 ERP cloud subscription centered around 麻豆原创 ECC, along with a set of dedicated services to help with the transformation to 麻豆原创 cloud ERP. It will also support business continuity with patches for security, legal and software issues. It will be available for purchase starting in 2028 and will be active for usage from 2031-2033. 麻豆原创 is pre-disclosing this offering because we understand that customers with complex landscapes need advance notice, hence we want to give sufficient time for planning purposes.

It is an additional and non-mandatory offering. Customers who are planning to complete their transformation journey by the end of 2030 will not need it. 麻豆原创 ERP, private edition, transition option, is intended for customers who require additional time and support.

The offering will have a set of conditions, including:

• The scope of products will be centered around 麻豆原创 ECC; it will not include the full scope of 麻豆原创 Business Suite 7 that is only available for subscription until end of 2030. 麻豆原创 will make the eligible scope of products transparent starting later this year.
• Systems relevant for the 麻豆原创 ERP, private edition, transition option, need to be moved to 麻豆原创 ERP, private edition prior to the end of 2030.
• In order to be able to subscribe to the new offering from 2031 to latest end of 2033, a set of preparations are required: 麻豆原创 HANA is the only supported database for the new subscription offering; there will be a set of further adjustments needed, e.g. as third-party technology, such as older versions of Java, are no longer supported.
• More details will be announced closer to availability-to-purchase in 2028.

The natural next step and target after utilizing the new offering would then be a transition to 麻豆原创 cloud ERP.

To clarify, we would like to emphasize that this is not a maintenance prolongation of 麻豆原创 ERP. There are no changes for customers running on-premise 麻豆原创 ERP systems after 2030.

The new offering, 麻豆原创 ERP, private edition, transition option, will come at an expanded fee in 2031-2033 compared to a comparable ERP cloud subscription before 2031. Naturally, due to the complexity in offering such a service, this is targeted to larger and complex systems. More details will be shared with the broader launch in Q2 2025 and once we move closer to the contractual availability of the offering in 2028.

Feel encouraged to contact your 麻豆原创 account executive or 麻豆原创 partner to learn more and get started planning.

Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at 麻豆原创.

From the customer鈥檚 side, this experience could affect the reliability of future purchases. It could make them think twice before shopping there again, especially if they already had concerns about the difficulties in completing transactions. From the company鈥檚 perspective, a website outage implies significant losses, such as direct revenue loss due to a main sales channel being shut down, and a loss of organizational trust, potentially driving customers to competitors.

In retail and e-commerce business, customer experience is paramount. A company whose e-commerce frequently experiences downtime could receive a negative market reaction from investors.

These experiences highlight the importance of robust support readiness programs, especially during holiday seasons when businesses strive for more sales and revenue through their digital platforms. With customer expectations at an all-time high, businesses need reliable, scalable, and innovative solutions to deliver exceptional shopping experiences. Proactive support measures can considerably reduce system failures during peak times, which not only reinforces customer satisfaction but also protects organizational trust and revenue. 麻豆原创’s holiday support readiness program is designed to address these needs. It offers a strategic, data-driven approach to help businesses thrive during peak periods.

The holiday support readiness program is a customer experience program by 麻豆原创 to help safeguard and establish strong support for digital commerce and retail customers during high shopping times. Key features of the program include:

• 鈥�Comprehensive coverage: It can cover events ranging from Singles Day in China and El Buen Fin in Mexico to Black Friday, Cyber Monday, Christmas, and New Year鈥檚.鈥�
• Extensive participation: Last year, 143 customers with 200 tenants used 麻豆原创鈥檚 holiday support readiness program to navigate the holiday rush successfully.鈥�
• Early preparation: Preparation begins 4鈥�6 months in advance, involving collaboration among customer support, cloud operations, and product engineering teams.鈥�

The focus on customer experience has increased due to the expansion of interfaces through which customers interact with companies. , 70% of respondents bought products or ordered services electronically in the preceding 12 months. For corporations, this online influx depicts a figure of more than . To approach these complexities, companies have steadily turned to advanced technologies such as artificial intelligence (AI) to strengthen their support systems.

In 2024, 麻豆原创 introduced a preventative care model under the transformation blueprint, aimed at delivering predictive, proactive, bi-directional support integrated with AI-driven insights and automation, allowing teams to predict potential problems and address them before they impact customers鈥攁nd potentially millions of users. 麻豆原创鈥檚 proprietary AI tools are deployed to help streamline support processes, enhance operational insights, and enable predictive and proactive engagement.

This represents a pioneering shift in the industry, positioning 麻豆原创 as a front-runner in AI-driven, predictive, and proactive support solutions.鈥疶he model provides a comprehensive, 360-degree customer support profile, helping to accelerate issue detection and anticipate potential problems, with AI-integrated features like a virtual support assistant, resource and鈥痺eb traffic predictions, a鈥痳ecommendation engine, case history analysis, issue correlation, and pattern recognition.

To operationalize this model, 麻豆原创 leverages collaboration approaches among product engineering teams, cloud operations鈥攄atabase administrators and technical operations managers鈥攖echnical support, and mission-critical teams to convey comprehensive case analysis reports and detailed recommendations and action plans for each customer. This can allow 麻豆原创 to identify and resolve future issues before customers are affected, helping to reinforce system stability during peak sales periods. For example, the proactive support process for the 2024 Black Friday and Cyber Monday sales events involved holistic health checks for over 143 customers鈥痑nd 200 production environments, setting a new standard in holiday readiness.

When aligned with the organizational strategy, a support program can foster a more positive customer journey, resulting in improved customer loyalty. “The holiday support readiness program isn’t just about managing the current peak; it’s about preparing for the next one. Our focus on preventative, AI-driven support means that our customers can focus on their business, not on system stability,” says Stefan Steinle, executive vice president and head of Customer Support & CLM at 麻豆原创.

For enterprises, joining the holiday support readiness program can also offer the following advantages:

• Minimize downtime: It helps ensure e-commerce platforms are ready when it matters most.鈥�
• Optimize performance: It uses AI and automation to help maintain peak system health and customer satisfaction.鈥�
• Stay ahead: Proactive monitoring and predictive support help keep organizations one step ahead of potential outcomes.鈥�

Looking forward, preparing for upcoming retail peak seasons cannot be overstated. 麻豆原创 Sapphire in 2025 will hold dedicated sessions to help ensure customers are well-equipped for these challenging periods. From live demos to expert interactions, attendees will be able to witness firsthand how 麻豆原创’s tools help keep businesses running smoothly and engage directly with solution experts.

Our commitment at 麻豆原创 Sapphire in 2025 is to equip customers with the knowledge and tools needed for uninterrupted success during every peak period. The holiday support readiness program is about turning challenges into opportunities for growth. With these resources, businesses will be better prepared to face uncertainties and use favorable circumstances in demanding times, ensuring sustained development and customer satisfaction.

Don’t wait until the next holiday season to find last-minute solutions. Be a part of the holiday support readiness program now and secure your business’s performance for future peak sales periods.

This new version of the tool can be downloaded from the .

This perspective reflects an essential truth for today鈥檚 companies: growth and adaptation aren鈥檛 one-time goals; they鈥檙e cyclical processes essential for staying competitive and relevant. To keep up in this new landscape, businesses need adaptable guidance and proactive support that evolve alongside them.

麻豆原创 services subscription offerings can deliver on that reality without adding risk and anxiety. Like the infinity symbol, our services can provide a continuous, adaptable loop of options for enhanced learning, smooth operations, iterative optimization, and peak performance.

Let鈥檚 walk through each pillar of our fundamental cloud success framework and its advantages.

Learning 鈥� Starting with the Foundation

Learning is essential and a cornerstone for cloud success. Workforce transformation is rapidly changing, and skills are in need of continuous evolution. To help customers understand the resources available and wield them with confidence, our cloud adoption portfolio pulls together clear options for:

• Continuous training programs for end users with 麻豆原创 Learning Hub
• Access to ongoing expertise for solution administrators and IT personnel

This foundational phase goes well beyond onboarding new cloud software. It helps cultivate a culture of agility, continuous upskilling and certification, and readiness for ongoing innovation. For example, according to 麻豆原创鈥檚 commissioned , a composite organization representative of interviewed customers achieved substantial benefits. They include up to 25% productivity gains from enhanced upskilling, 50% cost savings with digital delivery, and a 50% faster time to competence for end users.

Optimizing for Today in Preparation for Tomorrow

Optimizing the use of cloud software and maximizing its potential is an ongoing journey. With an ever-changing software landscape, staying up-to-date on the latest features and knowing how to leverage them for the greatest impact on the business is challenging for many of our customers across all industries.

That’s why we offer 麻豆原创 Preferred Success, an offering of cloud adoption services that can enable our customers to build dynamic plans. Its service portfolio can provide the continuous expert guidance and insights necessary to refine business processes and help ensure technology investments support efficient, flexible, and resilient operations.

In 麻豆原创鈥檚 commissioned , organizations have experienced significant ROI and improvements in operational efficiency. Such benefits include 30% higher business-process efficiency, 25% time savings in release management, and a 24% boost in productivity for a composite organization representative of interviewed customers. The proactive guidance and actionable insights provided by the offering empower our customers to stay ahead of the technology curve while driving measurable results.

Operating with Confidence

In the cloud, operations take on a new form. Traditionally, companies relied on on-premise services and external consultants to manage operations. Now, the shift to cloud services demands a more comprehensive, integrated approach.

麻豆原创 Cloud Application Services offerings are tailored to help support customers using 麻豆原创 S/4HANA Cloud and 麻豆原创 Business Technology Platform (麻豆原创 BTP) in their daily operations. Our customers can offset cloud operations and critical processes while focusing on more valuable sides of their business 鈥� all with the full confidence of a reliable and proven partnership.

Our customers can also opt for the expanded edition of 麻豆原创 Preferred Success to help leverage services readily available as part of their plan for reinforced testing, configuration management, and application and business process checks. As a result, organizations can adapt without missing a moment of opportunity for improvement, enhancement, and growth.

The service portfolio can provide tremendous value to our customers, from helping accelerate time to first value to boosting operational efficiencies and productivity in impactful ways. The insights and expertise offered can give our customers the confidence that we understand their challenges and build trust as we partner together to deliver optimal solutions.

Performing at Peak Levels

For our customers, the ultimate goal of their cloud experience is to run their software at peak performance with minimal friction and maximum results. That鈥檚 where WalkMe solutions can step in, which are now part of the 麻豆原创 solution portfolio.

The solutions help put people at the epicenter of this cloud journey. They can assist organizations in proactively navigating constant technology changes, enhancing business process adoption, resolving digital friction, guiding users within their workflows, and streamlining tasks across any application.

With this flexibility, our customers can adapt their technology landscape to meet unique needs and fuel future growth while significantly reducing costs and time spent on support, user training, and development.

By enabling consistent, effective, and efficient use of software across workflows, our digital adoption capabilities can detect points of friction and provide tailored support and automation to help streamline tasks within the flow of work, across any application. In return, organizations can adapt their technology landscape to their unique needs to minimize the change curve while maximizing their cloud investments, reducing risk, and fueling future growth.

Looking Forward to a Journey of Ongoing Evolution

Times change, and so do the ways businesses operate in the cloud.

In today鈥檚 technology-driven business landscape, having great systems isn’t enough. Dependable, proactive services are necessary to keep them running smoothly. 麻豆原创 cloud service plans can deliver just that. With best-practice cloud services, we can harmonize the latest technologies and cloud services into a single, user-friendly experience that helps eliminate anxiety and guesswork.

As cloud technologies evolve, so will 麻豆原创鈥檚 cloud adoption service portfolio, bringing exciting new developments to help our customers learn, adapt, and excel. Here’s to a year filled with growth, opportunity, and the guidance you need to thrive!

Chad Crook is head of Enterprise Cross Solution Sales for the Customer Success Chief Business Office at 麻豆原创.

In 2024, our customers realized measurable success across various industries by leveraging the wide range of services. From proactive guidance and product expertise to prioritized support and tailored strategies for smooth feature adoption,  has enabled ongoing optimization and innovative technology enhancement to help meet unique business needs.

The results speak for themselves: businesses are achieving greater agility, real-time insights, accelerated growth, and improved user experiences. Let鈥檚 explore how organizations are using 麻豆原创 Preferred Success to help drive progress and position themselves for unstoppable growth in 2025 and beyond.

Juniper Networks: Building Financial Resilience and Innovation

, a leader in artificial intelligence (AI)-driven operations, needed to modernize its financial reporting and planning processes to support rapid business expansion. The company gained real-time insights and streamlined data integration by implementing the solution through (麻豆原创 BTP), eliminating manual processes for faster, more informed decision-making.

The standard edition of 麻豆原创 Preferred Success played a pivotal role in providing critical guidance that helps ensure a smooth implementation by resolving connectivity issues, delivering expert troubleshooting, and enabling a smooth go-live. Post-deployment, Juniper continues to rely on 麻豆原创 Preferred Success for guidance on maximizing quarterly updates and adopting new AI-driven features.

鈥淲ith 麻豆原创 Preferred Success, we can connect to product experts and have a conversation with them. This helps us better understand the upcoming functionality in a deeper, more applicable way so we can really take advantage of it once the functionality is released,鈥� says Kathleen Kuang, senior process manager, Juniper Networks.

Juniper Networks is now equipped with advanced analytics and proactive support to maintain agility and continuously enhance financial planning, driving resilience and innovation across operations.

Government of Ras Al Khaimah: Advancing a Digital Society

(RAK Government) sought to align its HR organization with the UAE鈥檚 鈥淲e the UAE 2031鈥� vision by transitioning from on-premise software to in the cloud.

To support this initiative, the provided a designated customer success manager and continuous expert guidance throughout the transition. This helped ensure reliable connectivity, a smooth go-live, and ongoing enhancements.

鈥淗aving the support of a designated 麻豆原创 customer success manager before, during, and after go-live has helped to make the project a resounding success,鈥� adds Ahmed Abdel Hady Tohamy, technical team lead in the HR Department. This 麻豆原创 product specialist also added value in enhancing and improving the quality of the solution.

With the expanded edition, the RAK Government is well-equipped to drive engagement, foster innovation, and build resilience, positioning Ras Al Khaimah as a dynamic, future-focused society in the United Arab Emirates.

Orora Beverage: Maximizing Procurement鈥檚 Strategic Value

, a leader in sustainable packaging solutions, sought to unlock the full potential of its 麻豆原创 Ariba solutions. Faced with low adoption of advanced functionalities and a need for continuous training, the company turned to the .

Through personalized training, interactive workshops, and dedicated advisory services, Orora Beverage improved adoption and streamlined procurement processes. High-priority cases were resolved faster, productivity increased, and the company gained immediate access to 麻豆原创 expertise for technical adjustments and feature enablement.

鈥淭hanks to the 麻豆原创 Preferred Success plan for 麻豆原创 Ariba solutions, expanded edition, we鈥檙e more confident and agile in driving best practices in procurement to extract the best value out of our procurement processes,鈥� shares Anoop Thakur, chief procurement officer, Orora Beverage. 鈥淲e get assistance to enable new features, access to experts to handle priority issues, and advice on best practices from functional resources.鈥�

The support has empowered Orora Beverage to enhance procurement strategies, foster agility, and achieve operational excellence.

Looking Ahead to 2025

These success stories demonstrate how 麻豆原创 Preferred Success helps companies turn challenges into achievements. Whether optimizing financial planning, driving digital transformation, or enhancing procurement strategies, 麻豆原创 Preferred Success remains a trusted partner in helping to navigate complex transformations, achieve impactful outcomes, and pave the way for operational excellence.

As we look ahead to 2025, 麻豆原创 Preferred Success will continue to help transform challenges into opportunities, fueling sustainable growth and long-term success despite ongoing market volatility and evolving technological demands.

Andreia Bessa is global program lead for Enterprise Cross Solution Sales at 麻豆原创.

IT leaders face no shortage of demands nowadays. From reducing costs to strengthening cybersecurity and adapting business models, they must tackle a variety of objectives. But here鈥檚 where the situation can get tricky 鈥� most IT projects meet individual goals effectively, but they still fall short when aligned with a broader business transformation initiative.

Take, for example, a siloed IT project. It may appear successful at first, but gaps are often exposed when it鈥檚 integrated into a larger initiative. Suddenly, what seemed like a cost-saving project becomes a source of delays and frustration due to a lack of coherent planning at the outset.

The key to overcoming this common challenge is mapping out the entire transformation process before starting a project. A tailored, well-planned IT strategy helps ensure every project contributes to the broader business goal without waste and with long-term value.

The Pathway to Comprehensive Plans

Too often, companies rush into transformation without a clear plan, leading to disjointed efforts. One project launches, then another, and another 鈥� without anyone considering how they fit together.

Enter the role of a business transformation advisor. This expert helps organizations create a custom strategy in which all components are meshed together to avoid execution inconsistencies, siloed teams, and mounting frustration.

Instead of relying on off-the-shelf solutions, business transformation advisors create a road map tailored to specific business needs by following five fundamental steps:

1. Set the mandate and scope. A clear mandate, scope, and approval from leadership are essential. This includes understanding the business鈥� mission, target markets, and future goals, such as AI innovation and sustainability.
2. Recognize and understand the strategic direction. Every IT project should reflect the overall business vision. Involved organizations must know what the drivers are, who the decision-makers are, and what criteria best measure short- and long-term success.
3. Define decision criteria. All project deliverables must align with the company鈥檚 long-term goals. By focusing on stakeholders鈥� priorities and requirements, every team can understand how their efforts contribute to the larger transformation 鈥� and demonstrate their value with transparency and accountability.
4. Define the procedure model. Whether picking process analysis tools or outlining project deliverables, every step of the plan needs to be carefully assessed. Investing in the right tools upfront saves time, prevents bottlenecks, and leads to better decision-making.
5. Identify key factors. The right partners, especially software providers, are critical for project success. Such factors include strong management sponsorship, clear time and budget constraints, and addressing potential resistance.

With these steps, your strategy will result in a solid IT foundation that directly supports business goals.

Partner Selection: A Make-or-Break Decision

When defining a corporate strategy, companies often question the role of their software providers. 麻豆原创 strategic advisors help customers navigate this debate with unbiased guidance tailored to their unique needs.

With extensive industry, process, and methodology expertise, advisors help ensure that the overall business transformation is aligned with strategic goals. They often use tools such as 麻豆原创 Signavio Process Insights for initial process analysis and 麻豆原创 LeanIX solutions for architecture evaluation.

This approach is based on the TOGAF Standard for a comprehensive, layered assessment of the enterprise architecture. Advisors compare business capabilities with the right 麻豆原创 solutions while occasionally involving product experts or developers to solve specific challenges. The final product choices remain with the customer, with 麻豆原创 maintaining a neutral stance.

The Confidence to Drive Impactful Change

In any large project, confidence is vital. As a business leader, you need to be sure that your IT transformation will deliver results. Strategic advisors help ensure project outcomes align with business goals and decision criteria.

This process leads to several key deliverables, including:

• IT target architecture: A blueprint for aligning IT with business strategy
• Compatible transformation road map: A step-by-step guide to realizing IT goals while considering dependencies and capacity
• Effort estimate: A breakdown of resources, roles, and costs so nothing is left to chance
• Cost-benefit analysis: A detailed look at ROI, net present value (NPV), and other financial metrics to help guide decisions

Even though these deliverables provide the clarity necessary to help ensure the business stays on track, the people who help make the transformation should always be remembered. Early involvement of employees and business representatives drives smoother change management, especially when adopting a cloud mindset and dealing with the limitations of cloud solutions.

The Harmonization of IT and Business Goals

A tailored IT strategy isn鈥檛 just a road map. It鈥檚 a catalyst for future growth 鈥� and the future is now.

By customizing their strategy, IT teams become a powerful engine. They not only drive the business forward while meeting unique needs and goals but also align technology with the company鈥檚 vision, empower organizational teams, and unlock long-term success.

Explore the benefits of tailoring your IT strategy with a plan for a solid technology foundation. Read the and our .

Keywan Nadjmabadi is head of Business Transformation & Architecture for Switzerland and Central and Eastern Europe at 麻豆原创.

The has mandated manufacturers to improve traceability, which is essential for ensuring that medicines reach patients safely. 麻豆原创 Information Collaboration Hub for Life Sciences is designed to help meet these demands by streamlining the tracking process. However, as the network of users has grown, support challenges have surfaced. To address these issues, 麻豆原创 introduced Built-In Support into the hub to help provide direct, seamless assistance to life sciences companies and their partners.

I had the opportunity to interview Tarun Luthra, head of Support 鈥� Industries & CX, and Andreas Krummlauf, vice president and head of Product Management Life Sciences, Health and Ecosystem, about the project鈥檚 impact. Here’s how Built-In Support is helping to enhance operational efficiency for network users in the life sciences industry.

Q: How did this project come about?

Krummlauf: , manufacturers of medicine needed to develop the ability to uniquely identify every pack of medicine they sell in those countries. This is to avoid counterfeiting in the legitimate supply chain. To support this requirement, 麻豆原创’s serialization portfolio was initiated in 2015 with the 麻豆原创 Advanced Track and Trace for Pharmaceuticals application, a corporate serialization repository.

麻豆原创 Information Collaboration Hub for Life Sciences started in 2016 with a focused goal: to manage traceability and serialization data exchange for our customers and a couple of hundred of their business partners. In 2021, the hub won the Hasso Plattner Founders鈥� Award.

As the network expanded to tens of thousands of partners, a key limitation emerged: we did not have a simple way for business partners, acting as network end users, to directly interact with 麻豆原创 support in case of critical issues, even without having a support contract with 麻豆原创 in place.

Q: What support challenges were network end users facing?

Luthra: The challenge arose from supporting an increasing number of network end users that were not direct 麻豆原创 customers. Without access to 麻豆原创鈥檚 support system, the network end users had to rely on their customers to resolve issues, adding unnecessary steps and risked communication gaps. This presented an opportunity to implement Built-In Support to support our customers鈥� business partners as network end users when they use 麻豆原创 Information Collaboration Hub for Life Sciences.

Q: How does Built-In Support make a difference for network end users?

Luthra: We are now providing network end users with a direct entry point from within 麻豆原创 Information Collaboration Hub for Life Sciences, enabling them to easily contact the support team. Built-In Support is seamlessly integrated into the hub. The network end user can find help by searching 麻豆原创 Knowledge Base Articles or submitting a case.

Krummlauf: This streamlined process can enhance the support experience and helps ensure users can quickly find the help they need. Network end users can now resolve issues independently or submit a case without involving customers in the resolution process. This improvement leads to faster response times. Users can efficiently search for relevant product information and potentially resolve issues on their own. This autonomy helps enhance the overall support experience and empowers users to find solutions quickly and effectively.

Built-In Support Enhances User Experience and Support Efficiency

In conclusion, marks a significant advancement in enhancing user experience and support efficiency. When network end users are empowered to directly access support resources and resolve issues independently, we not only help to streamline the support process but also reinforce 麻豆原创’s commitment to improving lives through better life sciences solutions. As regulatory demands evolve, our innovative approaches will continue to drive progress and collaboration in the life sciences sector. For more insights, stay connected with 麻豆原创’s ongoing developments.

Every business comes with its own challenges and goals 鈥� that鈥檚 why 麻豆原创 S/4HANA Cloud is not implemented with a one-size-fits-all approach.

However, with the design authority service, companies can ensure the implemented solution is scalable, flexible, and aligned with the unique business strategy of each customer. The strategic service from 麻豆原创 can support critical design decisions that can result in a smooth implementation and maximize the value of the cloud ERP.

Understanding the Value of Design Authority

The design authority service can provide a structured framework for decision-making, risk management, and quality assurance throughout the transition process.

One of the key advantages is establishing a design review board 鈥� a space where design decisions are rigorously evaluated and challenged. Every decision is aligned with clearly defined goals so the business can identify risks early in the process, avoid performance bottlenecks, and integrate all systems 鈥� from 麻豆原创 to third-party solutions 鈥� reliably.

In return, organizations can confidently transition and optimize the value of the cloud ERP over the long term with:

• Commitment, where 麻豆原创 experts immerse themselves in the organization鈥檚 challenges and situations 
• Ownership that leads to accountability for decisions and outcomes
• Responsibility for delivering consistent reliability and dependability when completing tasks and fulfilling commitments

The service spans across their entire transition effort, providing:

• Design oversight: The implementation of 麻豆原创 S/4HANA Cloud is aligned with the organization鈥檚 strategic goals and business requirements based on a thorough review and approval of design proposals, architecture diagrams, and technical specifications.
• Standards and best practices: Consistency, reliability, and maintainability of the system design and development are prioritized across different projects and teams.
• Risk management: 麻豆原创 solution architects assess and mitigate risks associated with 麻豆原创 design decisions, considering scalability, security, performance, and compliance with industry regulations.
• Collaboration: Close collaboration of various stakeholders 鈥� including business users, project managers, architects, developers, and IT operations teams 鈥� helps ensure 麻豆原创 S/4HANA Cloud meets business needs and technical requirements.
• Quality assurance: Appropriate testing, validation, and documentation are carried out throughout the development lifecycle.
• Continuous improvement: Monitoring and evaluating the effectiveness of 麻豆原创 design approaches and practices enables the identification of improvement areas and implementation of changes as necessary to help optimize performance, efficiency, and innovation.

Tailoring the Journey 鈥� Greenfield, Brownfield, and Everything in Between

A well-planned implementation and careful management are critical to the success of an optimized investment in 麻豆原创 S/4HANA Cloud. For that reason, one of the first decisions organizations must make when transitioning to 麻豆原创 S/4HANA Cloud is choosing the right implementation strategy.

During this early phase, organizations need the flexibility to choose between a more technical conversion (brownfield) or a fully cloud transition (greenfield) that allows them to rethink their process landscape completely. But more importantly, they should also be able to explore a broad range of options between those two extremes. They include shell conversions with a larger volume of reused processes and a mix-and-match strategy with a high level of process redesign.

The design authority service can be pivotal in guiding customers toward the best path for their unique circumstances. Tailoring the journey to a company鈥檚 specific conditions and needs helps ensure the adoption of the right technologies and the fast creation of business processes for the future.

Take, for example, a large multinational enterprise that recently transitioned to 麻豆原创 S/4HANA Cloud. Faced with an aging legacy system and complex business processes across multiple regions, the company relied on 麻豆原创鈥檚 design authority service to choose a hybrid strategy. By combining elements of both greenfield and brownfield approaches, the company could streamline operations while maintaining critical legacy functions.

Creating a Best-in-Class Design

Once the journey is chosen, the design authority service helps organizations consider several critical factors early in the transition initiative to help ensure the cloud ERP is scalable and flexible enough to grow alongside the business.

One crucial consideration is adherence to 麻豆原创 standards and best practices. When organizations deviate too much from standard functionalities, they expose themselves to increased costs and complexity. By closely following 麻豆原创 guidelines, companies can enjoy smoother upgrades and integration with other 麻豆原创 and third-party systems while enhancing overall efficiency and reducing operational risks with a clean core.

By seeking this guidance from the service鈥檚 experts well before the transition, organizations can proactively address 鈥� and remove 鈥� design-related performance bottlenecks.

For instance, 麻豆原创 and third-party systems can be integrated to deliver a continuous flow of data and processes, which is critical for long-term performance. Systems can be arranged to work together harmoniously and provide accurate, timely data across the enterprise.

Even after going live, the 麻豆原创 team monitors and evaluates the solution鈥檚 effectiveness, making necessary adjustments to optimize performance. This can lead to an implementation of 麻豆原创 S/4HANA Cloud that remains relevant and efficient as business needs evolve.

Additionally, organizations are also kept informed about future standard functionalities. By staying current on 麻豆原创鈥檚 future developments, they can make better strategic decisions and plan their IT investments wisely. Moreover, future capabilities are better aligned, keeping 麻豆原创 solutions relevant and effective as new features and updates are released.

Catalyzing Meaningful Transformation

麻豆原创 S/4HANA Cloud is designed to be a living system that evolves and scales as business needs change and new technologies become available. With the technology, businesses, and industry expertise that the design authority service offers, organizations can be sure that their cloud ERP solution will continue to deliver the capabilities they need to stay competitive in an ever-changing landscape.

Want to learn more about the design authority service from 麻豆原创? Check out the .

Dirk Dreisbach is chief business enterprise consultant for BTS Consumer Products and Retail Industries for 麻豆原创 Germany.
Alexander Klammrodt is premium engagements lead for 麻豆原创 Switzerland.

Central to this collaboration is the access to experts, tool insights, and resources provided through success planning, which serves as a blueprint to help partners maximize customer success. The joint approach between our partners and 麻豆原创 can give customers immediate access to experts who can provide specific advice and solutions that help maximize the value of the cloud. This can not only enable our customers to get what they need, but it also helps ensure their long-term satisfaction and confidence in their cloud investment.

Our partners鈥� businesses are reaping tremendous benefits, too. With 麻豆原创 Preferred Success, 麻豆原创 partners can have a foundation for more efficient deployments, faster incident resolution, and lower project overruns 鈥� laying the groundwork for their profitability and growth potential.

Driving Cloud Adoption with Continuous Engagement

A key advantage of 麻豆原创 Preferred Success is that partners can work with 麻豆原创 to innovate and deliver a range of tailored services and solutions that align with each customer鈥檚 business case.

This shared effort between 麻豆原创 and our partners helps enhance cloud consumption and adoption through five essential services:

• Feature adoption planning and success checks: Partners work with customers to plan and adopt relevant features that align with their desired business outcomes.
• In-depth release guidance:聽Customers receive help in planning for new feature adoptions to help maximize the benefits of 麻豆原创 solutions.
• Targeted training programs: Key users and administrators are empowered with knowledge on relevant topics and best practices.
• Advanced support and enhanced target service levels:聽Customers can benefit from quicker incident response times and expanded resolution targets.
• Customer success experts:聽Customer success experts coordinate exclusive content, resources, and planning methods to help accelerate cloud adoption.

In the context of 麻豆原创 Preferred Success, our partners play a pivotal role. They can offer advisory and implementation expertise, helping ensure customers can take advantage of the latest innovations and industry standards within a suite of cloud solutions from 麻豆原创. This can not only mitigate risks and lower costs, but it can also provide customers with best-in-class support and guidance throughout their journey, making our partners an integral part of the success story.

In addition, as 麻豆原创 deploys the latest innovations and features, 麻豆原创 Preferred Success can complement partner skill sets with expertise on new features and capabilities, as well as guidance on best practices learned across tens of thousands of customers. Our ongoing support and commitment to innovation can better ensure that partners and customers are always at the forefront of the cloud industry, with access to the latest tools and resources to help drive their success.

Strengthening the Partner-Customer Relationship

Through the adoption and operation scenario within the flex model for , 麻豆原创 partners can own the overall customer relationship. This responsibility extends to driving customer success activities in collaboration with a customer success partner from 麻豆原创 who helps orchestrate the delivery of 麻豆原创 Preferred Success services, whether the sale is direct or indirect.

The role of the customer success partner enables 麻豆原创 partners to drive value across the customer lifecycle through successful solution adoption and ongoing renewals that foster account expansion. That includes encouraging the creation of a success plan and providing inputs to define business goals and key performance indicators. Customer success partners can further assist partners by hosting release guidance sessions, offering exclusive learning content, and booking one-on-one sessions with certified 麻豆原创 experts to help address configuration needs and discuss best practices.

By working closely with a designated customer success partner, partners can proactively manage potential issues and avoid escalations of critical customer situations. This can be achieved through regular communication and collaboration with the customer success partner, working to resolve problems or concerns promptly and efficiently. Partners are consistently included in customer interactions and are the first to receive defined outputs from completed activities. Doing so helps ensure alignment of messaging presented to the customer, giving partners the opportunity to address potential concerns, add their recommendations, and propose services to implement the next steps.

For partners such as Innovabee, this level of teamwork with 麻豆原创 provides a faster and easier path for migrating customers from outdated ERP systems to a modern, cloud-based ERP, such as 麻豆原创 S/4HANA Cloud Public Edition. Focused on adopting the solution instead of adapting, the 麻豆原创 partner can emphasize a user-centric approach that encompasses real-time process visualization, agility, scalability, and ease of maintenance.

Innovabee鈥檚 engagement with customers in various industries is a shining example of the benefits of 麻豆原创 Preferred Success. With a customer success partner鈥檚 assistance,  the 麻豆原创 partner can connect its customers with 麻豆原创 experts to help create and agree on innovative and relevant solution recommendations, gain guidance on adoption of new functionality, and quickly access continuous learning. This approach helps enable customers to adapt to a new way of working efficiently, showcasing the transformative power of 麻豆原创 S/4HANA Cloud Public Edition and maintaining peace of mind through and beyond solution deployment.

鈥淎s a partner, we always highly recommend that our customers opt for a subscription of 麻豆原创 Preferred Success to amplify the business impact of their 麻豆原创 solutions. We see easier adoption of new innovations, better user experience, and overall faster time to value for all parties,鈥� shares Florian H盲u脽ler, CEO at Innovabee GmbH.

Delivering High-Quality Services That Build Success

The collaborative approach between 麻豆原创 partners and 麻豆原创 鈥� facilitated by 麻豆原创 Preferred Success 鈥� is a pivotal factor in enhancing the cloud journey. Customers can confidently navigate the complexities of the cloud landscape, knowing that they have a trusted partner in 麻豆原创 that is committed to their success and growth.

And for 麻豆原创 partners the model is even more empowering. By freeing up their capacity, partners can serve more customers effectively, leading to an enhanced customer experience, accelerated innovation adoption, reduced risks, and access to expertise in the ever-evolving cloud landscape.

Ready for a more rewarding approach to the cloud journey? Explore how your partner business can leverage the advantages of and .

Andreia Bessa is global program lead for Enterprise Cross Solution Sales at 麻豆原创.

It is not a marketing brochure, as evidenced by the participation of 麻豆原创 user groups like ASUG and DSAG, whose feedback has been reflected in the eBook. For instance, Geoff Scott, the CEO of ASUG, provided significant input.

Focusing on ongoing development and support, it provides a great deal of relevant information about the right 麻豆原创 offerings for the different phases of the customer journey 鈥� summarized in a single document that refers to a wide variety of sources.

麻豆原创 Services and Support in Action

What鈥檚 more, the eBook not only states the highlights of the 麻豆原创 Services and Support portfolio, but also provides a clear overview of applications in actual customer scenarios. Through six exemplary customer scenarios, the eBook illustrates how customers can use 麻豆原创 solutions and services as efficiently as possible to help achieve optimal results and drive innovation forward more quickly.

The most important customer scenarios on the way to the cloud with 麻豆原创 S/4HANA include transformation strategies, RISE with 麻豆原创, 麻豆原创 Business AI, 麻豆原创 Business Technology Platform (麻豆原创 BTP), SaaS and integration scenarios, and hybrid operations.

Support for Differing Customer Needs

The 鈥淧ower your success鈥� chapter shows customers which tools and services are already part of their software licenses and therefore available free of charge, and invites them to explore the diverse range of 麻豆原创 offerings to help further optimize their software landscapes.

“Accelerate Your Path” demonstrates how to enhance the value of 麻豆原创 solutions with personalized plans and project-based services, working to ensure 麻豆原创 solutions are used in the best possible way to support strategy and business goals.

“Drive Company-Wide Transformation” provides insights into premium engagements, strategic long-term partnerships that offer a holistic approach and support companies in implementing transformation in functions, processes, and business areas. Find out how 麻豆原创 can support you on your individual transformation journey.

This article also appeared on the German 麻豆原创 News Center.

ASP is an international membership organization for customer support managers and professionals and has held this title for over 20 years. 麻豆原创鈥檚 Customer Support & Cloud Lifecycle Management team and Corporate Processes & Information Technology (CPIT) teams are proud to get this honor for the second time, building on the 2018 ASP award win for the 麻豆原创 Support Portal.

This year鈥檚 evaluation criteria covered site user experience, content offering, content engagement and interaction, site improvement process, and site measurement process. Created to become a unified meeting point for information about administrative, commercial, and technical 麻豆原创 solutions, 麻豆原创 for Me implemented new features that focus on self-service and AI-enhanced search. The ASP award demonstrates the team effort to deliver these improvements for functional dashboards, user-friendly navigation, and an integrated portal for post-sale customer communication.

Four Questions to the Experts

Dr. Benjamin Blau, chief process & information officer and head of Corporate Processes & Information Technology, and Stefan Steinle, EVP and head of Customer Support, answered some questions related to the ASP award.

Q: What role did Corporate Processes & Information Technology play in achieving this award?

Blau: Let me start by giving a shout-out to our Corporate Processes & Information Technology teams for all their hard work in developing the amazing platform, 麻豆原创 for Me. By leveraging 麻豆原创’s own technology stack, we were able to enable seamless integration, high performance, and scalability. Through the fantastic collaborative effort between our IT and process teams and support functions, we were able to create a personalized and user-friendly experience that the judges recognized as industry leading. I am proud of what we were able to achieve together.

Q: The award is a great proof point in delighting customers. What do customers find most useful when seeking support from 麻豆原创 and what role does AI play in it?

Steinle: This award reconfirms the direction 麻豆原创 support is heading and our customers鈥� needs are the driving force behind. Customers value how predictive support, efficient self-service, and real-time channels can reduce the effort of resolving software issues. AI plays an important role in this. With the 麻豆原创 for Me site’s AI-powered self-service capabilities and search tools, we can provide efficient and personalized support. Customers can get targeted and relevant results that consider the user and product context. Moreover, AI also helps categorize issues, identify and recommend the best suited solutions through , and find the most appropriate interaction channel.

Q: How do you see the future of 麻豆原创 for Me evolving, and what role will 麻豆原创’s technology play in its continued success?

Blau: The future of 麻豆原创 for Me is incredibly bright! We’re thrilled about our plans to enhance key areas like contracts and billing, system management, reporting, and support. We’re also going to dive into emerging 麻豆原创 technologies such as AI-driven insights, machine learning, and predictive analytics to personalize and optimize the customer experience. Our goal is to help customers anticipate their needs, automate routine tasks, and gain greater insight into their 麻豆原创 landscape. By staying ahead in technology, we’re not just maintaining our leadership in customer support but also setting new industry benchmarks. We’re excited to continue improving and evolving to better serve our customers.

Q: The customer support experience is constantly being innovated. What can customers look forward to from 麻豆原创 support?

Steinle: To start, it would be evolving and growing personalization. We鈥檙e dedicated to strengthening predictive and preventative support, proactively identifying and anticipating potential issues. Customers can also expect our continued focus on bi-directional support, including real-time assistance. We鈥檒l continue to optimize our real-time support channels to help further reduce our customers’ effort to resolve software issues. We鈥檒l significantly increase the use of AI, particularly generative AI, to analyze and classify reported issues, enhance search results, and improve recommendations. We actively listen to customer feedback and continuously improve usability, supportability, and product quality. This helps ensure a smooth and effortless experience.

More Information

The constant innovations and leveraging AI for a further improved customer support experience and this recognition reconfirm 麻豆原创鈥檚 continued focus to bring out the best in every business. is one of the three key access points for customers, together with and . Read more about and .

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