But what if more or better software is not necessarily the answer? Each solution solves a real problem for a specific team. But collectively, they create a consequence no one planned for: every new tool builds its own data world, without a common language or context across them.

In a 2026 study by Oxford Economics, . Twenty-nine percent remain highly fragmented. Organizations with siloed CX tech are more likely to face an inability to connect customer needs to actionable data insights. Fifty-eight percent reported this challenge, compared to 47% among those with harmonized environments.

More than what tools businesses choose to add to their CX landscape, how they connect and interact with each other becomes even more important.

A unified data strategy sounds straightforward in principle. In practice, most businesses find that the obstacle is not ambition but rather execution. Every integration decision made without a clear data architecture becomes a future campaign mired in manual reconciliation, a customer journey that breaks at the handoff, or a personalization promise the disparate data sources cannot support. Implementation without a validated strategy creates new fragmentation inside the solution meant to eliminate the old. And without a structured way to pressure-test decisions before any commitment is made, even well-resourced organizations find themselves repeating the same cycle: invest, integrate, fragment, repeat.

The real barrier is not budget or technology

A Forrester study of more than 1,000 senior executives found that , ahead of budget, technology maturity, and talent. The same study found that 56% of respondents struggle with poor data quality; 55% face persistent data silos. This is not for lack of investment in technology, but because the connections between systems were not designed or maintained effectively.

What bridges that gap is not another platform, it is the expertise to think through data connectivity decisions before they are made and the ongoing guidance to ensure those decisions compound into measurable gains over time. The for solutions provides that guidance along every step of the journey.

Define what success actually looks like

The most common reason data unification projects fall short of expectations is not technical failure, it is a failure to define and measure what success looks like for the entire business before the work begins.

The value management session from the Advanced Success Plan for 麻豆原创 Customer Experience establishes that definition at the outset: What does a fully unified data strategy actually enable? It means running the next marketing campaign without manual data reconciliation, and presenting an AI readiness road map without caveats. Stakeholders will know, at every checkpoint, whether the investment is moving the business forward, not just moving the project forward.

Design the strategy before building the integrations

A robust data strategy starts with good design. Product guidance from the Advanced Success Plan for 麻豆原创 Customer Experience covers available out-of-the-box integrations, common usage scenarios, and pitfalls and how to avoid them鈥攁ll delivered in a live remote session by an 麻豆原创 expert who can answer questions in real time. The data strategy can be conceptualized and pressure-tested before any budget or technical commitments are made.

Validate every critical decision with expert guidance

With the technical assistance and functional assistance from the Advanced Success Plan for 麻豆原创 Customer Experience, businesses have continuous access to expert guidance at every critical decision point. Beyond resolving immediate questions, the ongoing access also shares insight on how 麻豆原创 thinks through problems, strengthening in-house expertise with every interaction. The result is an organization that makes better decisions not just now but for the future.

Measure whether the strategy is delivering

Adoption and innovation checkpoints conducted on a quarterly or semi-annual basis bring the measurement back to where it started: the business outcomes defined at the outset. Do campaigns run without manual reconciliation? Is the AI use case performing against its stated goals? A clear throughline from the value management success KPIs to the adoption and innovation checkpoints proves the benefits of the investment.

Where cycles and silos break

The cycle of invest, integrate, fragment, repeat is not inevitable. It is the predictable result of making technical decisions without an anchoring business imperative, and integration decisions without strategic expert guidance. Organizations that break the cycle do not necessarily have better technology than their competitors鈥攖hey have better judgment about how to use it.

The Advanced Success Plan for 麻豆原创 Customer Experience exists for exactly that reason: to put proactive and prescriptive guidance at every decision point where that judgment matters most. When data strategy is designed before it is built, validated before it is committed, and measured against real business outcomes, the technology investment already made starts working harder.

The stack was never the problem. When the thinking behind the technology finally matches its ambition, the personalized, seamless experience becomes a reality.

Tara Tracey, global product owner for the Advanced Success Plan for 麻豆原创 Customer Experience.
Ella De Torres, product manager for the Advanced Success Plan for 麻豆原创 Customer Experience.

麻豆原创 remains committed to open competition, customer choice and innovation. The commitments provide greater clarity, choice and safeguards for customers managing complex on-premise environments, while supporting flexible IT strategies aligned with business priorities.

As the only Fortune 50 technology company headquartered in Europe, 麻豆原创鈥檚 maintenance practices are aligned with industry standards and offer customers a broad range of deployment, licensing and maintenance options across on-premise and cloud environments.

The commitments strengthen customer choice and predictability by making policies more transparent, introducing targeted flexibility for exceptional shelfware situations and reinforcing consistent execution through improved guidance, training and independent oversight.

The decision relates solely to on-premise maintenance policies and does not concern 麻豆原创鈥檚 cloud offerings. However, the added clarity and flexibility support customers as they modernize toward an AI-enabled autonomous enterprise at their own pace. In closing this matter, 麻豆原创 is able to move forward with a clear framework for customers, partners and investors.

Learn more here.

Equally important to our customers are the on-premise maintenance and support practices that help safeguard the software鈥檚 ongoing performance and resilience, with regular updates and technical assistance that support business continuity.

As we continue to innovate across our portfolio, we also continue our efforts to let our commercial practices reflect the flexibility and transparency our customers need, and on engaging constructively with regulators around the world.

In a constructive dialogue with the European Commission, 麻豆原创 has now agreed to a set of adaptations to these practices that will further improve this flexibility, transparency, and predictability. These measures reflect our broad commitment to continuously evolving our practices to serve customers better as their businesses and technology landscapes change.

Our updated policies will apply to all current and future 麻豆原创 customers worldwide for all of 麻豆原创’s on-premise products. Taken together, they represent one of the most customer-friendly maintenance and support approaches in the business software industry, and they set a leading example of what customers can expect from 麻豆原创. This further flexibility will not come at cost of business continuity, reliability, and scale, of course.

Specifically, 麻豆原创 is committed to the following adaptations:

Greater choice in maintenance and support

麻豆原创 understands that customers that run 麻豆原创 on-premise software want the choice and flexibility to tailor their maintenance arrangements to match the way their business operates. In response, 麻豆原创 is further enhancing how customers can organize their 麻豆原创 system landscape by providing a clear, streamlined framework for splitting it into separate parts, known as commercial installations, for which customers can select different levels of 麻豆原创 support, elect no support at all ,or make other choices outside of 麻豆原创 Support for that particular installation. This gives organizations even greater ability to tailor their on-premise support arrangements across different parts of their 麻豆原创 environment in a way that best fits their operational and commercial priorities, allowing them to scope their maintenance and support strategy to match their strategic positioning and unique business outlook.

Providing more flexibility on unused licenses

麻豆原创 already offers attractive programs to leverage unused licenses by reallocating on-premise licenses to cloud subscriptions, to other on-premise licenses, or simply to terminate them.

With additional commitments, 麻豆原创 is offering even more flexibility to help customers terminate licenses, in objectively justified cases. This concerns severe workforce reductions, software products in customer specific maintenance, bankruptcy, divestiture, and implementation failure cases.

麻豆原创 is also expanding access to single-metric contracts, which provide an alternative and often simpler way of calculating license fees on which maintenance and support fees are based. Broader availability of these contracts will give customers an even more transparent and predictable basis for managing their ongoing costs. The maintenance and support fees for the single metric contract are scaling with the single metric, which allows better adjustment to changing business conditions.

Simpler contract terms and policies

Clarity in contractual terms and policies is essential for customers making long-term technology decisions. As part of these commitments, 麻豆原创 will further clarify some of its key contractual provisions and applicable policies. This provides even greater predictability, ensuring that customers can plan their support obligations with full confidence as they expand their 麻豆原创 deployments.

Easier terms for returning customers

When a customer returns to 麻豆原创 maintenance and support, it benefits from the innovation and corrections that were deployed during that time. Our commitments introduce meaningful improvements to the terms for customers that resume 麻豆原创 maintenance and support after a period of absence.

麻豆原创 will not charge any administrative fees for customers coming back and limit the back-maintenance fee to the minimum of six months or 50% of the fees for the time off. In addition, a defined set of outdated products will not trigger any back-maintenance at all. These improvements provide further confidence that returning to 麻豆原创 maintenance and support will be straightforward and cost-effective.

All these commitments were developed in a close and constructive discussion with the European Commission, but also with 麻豆原创’s customer representatives, like the German-Speaking User Group (DSAG).

鈥淔rom the perspective of DSAG member companies, this is an important step in the right direction. The provided flexibility will help more customers to make the right decisions regarding their 麻豆原创 system architecture. Even with 麻豆原创’s cloud-based strategy, it is important to decide on your own how to proceed with systems that still have a positive impact on the company and there’s no need to shut them down,鈥� said Jens Hungershausen, Chairman of the Executive Board of DSAG. 鈥淲e see this development as the result of our effort to drive an ongoing dialogue and partnership between 麻豆原创 and the customer community on such improvements. These commitments will deliver tangible benefits for customers and strengthen trust while keeping customer choice and flexibility at the center.鈥�

Our teams are ready to help

To support a seamless experience for every customer, 麻豆原创 account executives and customer-facing teams will be fully briefed on all the changes outlined above. They are equipped to walk customers through the details, answer questions, and apply these commitments in a fair, transparent, and predictable way. Whether a customer is looking to restructure their system landscape, explore single-metric contracts, terminate unused licences, or understand the improved terms for returning to 麻豆原创 support, 麻豆原创 teams stand ready to guide them through every step of the process. There will be a clearing structure set up by 麻豆原创 in case a customer may contend the application of these new rules.

Looking ahead

At 麻豆原创, we are committed to empowering organizations with the enterprise software and services they need to thrive as they modernize toward an AI-enabled autonomous enterprise at their own pace. We champion customer choice and continuously work to maintain an open, vibrant ecosystem for our partners and customers alike. These commitments are the product of constructive and collaborative engagement with the European Commission, and they are designed to deliver real, meaningful benefits to our global customer base.

As noted above, these commitments relate to our on-premises maintenance and support services. Our cloud offerings continue to evolve through ongoing innovation in areas like 麻豆原创 S/4HANA Cloud, RISE with 麻豆原创, and our broader cloud portfolio and are unaffected by these changes. However, the added clarity and flexibility support customers as they modernize toward an AI-enabled autonomous enterprise at their own pace

We believe these commitments establish a new benchmark for customer-friendly practices in the enterprise software industry.

For full details on the commitments, including the conditions for their application, please visit .

The full text of the commitments as adopted by the European Commission is also available on the Commission’s competition website under case number AT.40823.

We look forward to continuing to support the success of our customers’ businesses in the future!

Stefan Steinle is executive vice president and head of Global Customer Support at 麻豆原创.

The Advanced Success Plan version for 麻豆原创 Customer Experience solutions is designed precisely for this moment. It offers utilities customers a structured, continuously guided approach to maximizing value from 麻豆原创 Customer Experience (麻豆原创 CX) investments, from first adoption through to AI-enabled optimization.

A sector in motion: why customer experience has become strategic for utilities

Four converging forces are making customer experience a boardroom priority for utilities and increasing the demand for structured, expert-led adoption support.

• Energy transition and service complexity: Renewables, EV charging, solar feed-in tariffs, and demand response programs are adding new service dimensions. Customers expect their energy provider to manage this complexity seamlessly.
• Deregulation and customer switching: In liberalized energy markets, customers can, and do, switch providers. The cost of acquisition consistently exceeds the cost of retention. Superior service experience is a measurable retention lever.
• Smart metering and data volume: Smart meter rollouts generate billions of interval readings daily. This data can fuel proactive outreach and personalized billing, but only if the customer experience platform is correctly configured to act on it.
• Regulatory intensity: Billing accuracy mandates, complaint resolution timelines, and outage notification requirements are intensifying. The 麻豆原创 CX portfolio can support compliance when features are correctly activated and configured.

麻豆原创 in utilities: a significant and growing market

Utilities are not a niche segment for 麻豆原创. Understanding the scale of the 麻豆原创 utilities community frames why the Advanced Success Plan for 麻豆原创 Customer Experience solutions matters for this industry in particular. 麻豆原创 is trusted by hundreds of utilities customers globally and is . The investment in the relationship has been made. The question is whether customers are fully using what they have.

With the Advanced Success Plan, customers can turn the 麻豆原创 Customer Experience portfolio into a driver of growth and innovation. They can gain the confidence to act decisively, supported by unlimited expert guidance and intelligent insights that help ensure every feature can deliver measurable business value.

The business case: customer retention over acquisition

For utilities operating in competitive markets, retaining customers has become as strategically important as acquiring new ones. Customers can switch suppliers in minutes via a digital platform, complaint escalation processes are visible on social media, and billing errors in a smart meter world are harder to excuse and faster to escalate.

The 麻豆原创 CX portfolio can address these challenges across the full customer lifecycle. 麻豆原创 Engagement Cloud enables targeted, segmented communications. 麻豆原创 Service Cloud can centralize complaint management and agent interactions. 麻豆原创 Sales Cloud helps manage accounts, contacts, leads, and opportunities. 麻豆原创 Commerce Cloud is the聽digital sales and self-service storefront layer and can handle how customers discover, compare, purchase, and manage energy products online. What the Advanced Success Plan for 麻豆原创 Customer Experience solutions does is help to ensure these capabilities are not just purchased but adopted, optimized, and continuously improved.

How the Advanced Success Plan structures the adoption journey

The Advanced Success Plan for 麻豆原创 Customer Experience solutions helps organize the adoption journey across four distinct phases, each with a defined purpose and a set of targeted services:

1. Introducing innovation: Identify and prioritize the right innovations for your business. Services here include product guidance sessions covering areas such as utilities session and agent desktop, intelligent selling, campaigns and segmentation, and AI foundation and use case navigator.
2. Adopting innovation: Plan and prepare for structured adoption with minimal risk. Services include the AI process fit-gap analysis, key feature advisory, release guidance, success expert engagement, service planning, value management, innovation checkpoints, and adoption checkpoints.
3. Activation and optimization: Enable hands-on activation of AI and customer experience capabilities in your environment. Services include activation sessions across 麻豆原创 Sales Cloud, 麻豆原创 Service Cloud, 麻豆原创 Marketing Cloud, and 麻豆原创 Engagement Cloud; AI agent activation; embedded AI activation; Joule activation; and technical and functional assistance.
4. Success measurement and continuous improvement: Measure outcomes and sustain momentum through ongoing engagement. Services include a continuous engagement model, release guidance, success expert, value management, innovation checkpoints, and adoption checkpoints.

8 services available to utilities customers鈥攁nd how each one helps

The Advanced Success Plan for 麻豆原创 Customer Experience solutions comprises eight distinct services. Each has a defined scope, a specific business need it addresses, and measurable benefits. For utilities customers, each service connects to a characteristic operational or strategic challenge.

Product guidance
Structured sessions introduce utilities teams to the capabilities most relevant to their context, from meter-read-driven billing notifications in 麻豆原创 Service Cloud to segmented communications in 麻豆原创 Engagement Cloud. The goal is to accelerate time-to-awareness, so teams know what exists before they have to find it.

Key feature advisory
This is curated, customer-specific guidance on which features to activate and in what sequence. For utilities, this means filtering a broad 麻豆原创 CX road map down to the capabilities that matter for smart metering, complaints management, and outage communications then discarding what does not apply.

Release guidance
Every 麻豆原创 CX quarterly release brings dozens of updates. Release guidance helps ensure utilities teams receive a focused brief on what is relevant to their industry context, not a generic list of all product changes, so adoption decisions can be faster and better informed.

Solution review
This is a structured review of the current solution configuration against best practice. For utilities, this commonly surfaces configuration gaps in complaint workflows, billing notification templates, or service agent desktop layouts that erode the customer experience over time if left unaddressed.

Transformation advisory
Strategic guidance connects 麻豆原创 CX capabilities to the outcomes utilities care about most: cost-to-serve reduction, complaint resolution improvement, and regulatory compliance. Transformation advisory helps move the conversation from features to business impact.

Activation
This is hands-on, expert-assisted activation of specific capabilities in the customer’s live environment. For utilities, this includes activating Joule for service agents and enabling AI-driven case categorization in 麻豆原创 Service Cloud. Many autonomous agents or assistants announced at 麻豆原创 Sapphire, once available, can be activated to help guide service agents to process cases.

Technical assistance
Direct technical support across all phases of the engagement covers integration architecture, performance guidance, load testing guidance for mass billing cycles, and resolution of complex system behavior. This service is especially critical for utilities given the high-volume, time-sensitive nature of meter-read processing and month-end billing runs.

Functional assistance
This comprises business process and functional configuration support throughout the engagement. Utilities-specific coverage includes complaint handling workflows, outage notification sequences, and the configuration of billing determinant displays in the service agent desktop, helping to ensure what is built serves the way utilities actually operate.

A practitioner’s perspective

Working directly with utilities customers shows first-hand how the Advanced Success Plan for 麻豆原创 Customer Experience solutions can drive meaningful business value, especially for organizations without deep technical or functional 麻豆原创 CX expertise in-house. Utility companies face a specific set of challenges: complex billing architectures, regulatory requirements, and high customer expectations for responsive service. The right services delivered at the right moment can be genuinely transformational. Four patterns stand out consistently:

1. Bridging the knowledge gap for business users: Unlike system integrators or technical consultants, many utility business teams may not fully grasp the functional nuances required to maximize their 麻豆原创 investment. Value-driven customer success manager engagement becomes critical here by translating technical possibilities into business outcomes, advising on feature adoption, and ensuring cross-team alignment across operations, IT, and customer management. The customer success manager acts as connective tissue between what 麻豆原创 CX can do and what the business needs to achieve.
2. Go-live checks are the foundation for seamless launches: Utilities cannot rely on generic go-live checklists. Are meter reads flowing end-to-end? Are billing determinants and rate structures properly mapped? Are customer service orders integrated with billing and meter management systems? Comprehensive go-live checks built for the utilities context eliminate the guesswork, giving teams confidence that key processes are functioning correctly from day one, not discovered to be broken three months into the first billing cycle.
3. Road map guidance enabling better design decisions: Each 麻豆原创 CX release brings dozens of new features, but only subsets are relevant for a given customer in a given market. Regular, curated road map guidance helps utilities focus on the features and design decisions that will most efficiently drive their specific outcomes, whether that is improving customer satisfaction, streamlining operations, or enriching digital self-service. This targeted approach prevents costly missteps and empowers business stakeholders to make confident decisions without requiring deep product expertise of their own.
4. Early-phase support building for reliability and performance: The early project phase is often when performance issues and integration risks are best addressed, but it is also where internal teams feel least certain. Proactive support that includes performance reviews spanning interconnected billing and service systems, high-level architecture guidance, and utilities-specific load testing helps ensure reliable operation under real-world peak conditions. Utilities processing millions of daily meter reads, running mass billing cycles at month-end, and handling seasonal demand spikes need to know their system will hold before the peak arrives, not after it has passed.

What stronger 麻豆原创 CX adoption looks like in practice

When utilities customers engage with the full Advanced Success Plan for 麻豆原创 Customer experience solutions at the right moments, the outcomes can be concrete and measurable:

• Adoption confidence: Teams understand the 麻豆原创 CX capabilities that matter for their industry and know how to use them. Adoption is driven by guided enablement, not trial and error.
• Configuration quality: Solution reviews and functional assistance can ensure complaint workflows, billing notifications, and service processes are correctly configured, reducing workarounds and support volume.
• Release relevance: Every quarterly 麻豆原创 CX update is assessed for utilities relevance. Teams receive a focused brief on what to adopt, not a generic list of all product changes.
• AI activation at pace: Joule, embedded AI agents, and 麻豆原创 Engagement Cloud intelligence features are activated with expert assistance, helping to move from available-in-catalogue to live-in-production for utilities use cases.
• Integration reliability: Standard integrations between 麻豆原创 Service Cloud and 麻豆原创 S/4HANA Utilities are correctly configured, giving agents real-time access to meter history, billing data, and service orders.
• Transformation clarity: Transformation advisory connects the 麻豆原创 CX road map to the outcomes utilities care about most: cost-to-serve reduction, complaint resolution improvement, and regulatory compliance.

A service portfolio built for the complexity of utilities

The 麻豆原创 investment in the utilities sector is substantial and well-established. Utilities organizations around the world have already deployed the 麻豆原创 CX portfolio and are running their customer operations on it. The question is not whether they have access to world-class customer experience capabilities, but whether they are fully using what they have.

The eight services described above, combined with customer success manager-led perspectives on go-live quality, road map relevance, and performance assurance, represent a comprehensive framework for utilities organizations to realize the full potential of their 麻豆原创 CX investment.

The Advanced Success Plan for 麻豆原创 Customer Experience solutions is not a generic offering. When applied with industry focus and customer success manager expertise, it becomes a strategic asset, one that helps utilities deliver on the promise of a superior customer experience in an increasingly competitive, regulated, and technically complex market.

Rajeev Ranjan is product manager for the Advanced Success Plan for 麻豆原创 Customer Experience.
Tara Tracey is global product owner for the Advanced Success Plan for 麻豆原创 Customer Experience.

For many 麻豆原创 Commerce Cloud and 麻豆原创 Engagement Cloud customers, this gap shows up in familiar ways: recommendation engines that surface generic results because behavioral data is not connected, e-mail campaigns timed by calendar rather than by individual habit, loyalty programs that reward transactions rather than relationships, and personalization rules that require significant manual effort to maintain at scale.

The ambition is there; the infrastructure to fulfill it, however, is often partial. Clean data is siloed, AI capabilities are underutilized, and the organizational discipline to run ongoing experimentation does not yet exist.

This is precisely the problem the version for is designed to solve.

What hyper-personalization actually requires

True hyper-personalization is not a feature you switch on. It is a capability you build systematically across three interdependent layers: data, decisioning, and delivery.

Data is the foundation. Hyper-personalization requires unified, consent-aware, real-time customer profiles consolidated across commerce transactions, engagement history, browsing behavior, service interactions, and loyalty activity. Without this foundation, even the most sophisticated AI models are operating on incomplete signals.

Decisioning聽is where AI translates those signals into action鈥攖he next best product to surface, the right offer to present, or the optimal moment to reach out. This layer requires not just model accuracy but governance, knowing when to trust the algorithm and when human judgment should override it.

Delivery聽is where the personalized experience reaches the customer, at the storefront, in the inbox, through a mobile push, or across a loyalty interaction. This layer requires orchestration across channels, consistent with the customer’s current context.

The Advanced Success Plan for 麻豆原创 Customer Experience solutions helps address all three layers simultaneously, providing the expert guidance, governance frameworks, and adoption acceleration needed to move from point capabilities to an integrated operating model.

Hyper-personalization in 麻豆原创 Commerce Cloud

麻豆原创 Commerce Cloud can provide the storefront execution layer for personalization at scale. The solution’s AI-assisted product recommendations capability enables organizations to show the most relevant products to each visitor at the right point in their shopping journey, from trending products and related items to complimentary products that support cross-sell and upsell motions. This can go beyond manual merchandising rules; it can respond dynamically to real-time behavioral signals, helping to improve conversion performance and drive product discovery at a scale no merchandising team could replicate manually.

Yet many 麻豆原创 Commerce Cloud customers have not yet activated the full depth of these capabilities. The blockers are predictable: data quality gaps that limit recommendation model performance, integration complexity between the commerce layer and upstream profile data, and an absence of the experimentation discipline needed to tune and improve models over time.

The Advanced Success Plan for 麻豆原创 Customer Experience solutions can bring targeted guidance to help address these barriers. Data readiness assessments can establish the quality baselines and integration patterns required to feed reliable signals into 麻豆原创 Commerce Cloud’s personalization engine. Adoption accelerators help teams operationalize experimentation, defining hypotheses, running A/B tests, and translating results into durable configuration changes. The outcome is a storefront that can continuously learn and improve, rather than one frozen at the point of initial configuration.

Hyper-personalization in 麻豆原创 Engagement Cloud

麻豆原创 Engagement Cloud, powered by 麻豆原创 Emarsys, can extend personalization beyond the storefront and into the full lifecycle of the customer relationship. This is where 麻豆原创 Commerce Cloud’s transactional signals combine with engagement history to help power cross-channel personalization that is individual rather than segment-based.

The solution’s AI-assisted send time optimization capability is a direct example of this philosophy in practice. Rather than sending campaigns on a fixed schedule, the capability can analyze each contact’s behavioral patterns鈥攊ndependently of time zone, language, or region鈥攁nd deliver messages at the precise time each individual is most likely to engage. This is not personalization as a concept; it is personalization as an automated, scalable operational process.

Paired with the 麻豆原创 Emarsys, AI-assisted campaign translator capability and omnichannel orchestration, 麻豆原创 Engagement Cloud enables marketing teams to move from building campaigns to orchestrating journeys where the system is continuously learning which signals should trigger which interactions and adapting those interactions based on what drives response.

The native integration between 麻豆原创 Commerce Cloud and 麻豆原创 Engagement Cloud is a critical accelerator here. By unifying commerce behavior and engagement data, organizations can drive increases in conversion rate, purchase frequency, and average order value in ways that neither system could achieve independently. The Advanced Success Plan for 麻豆原创 Customer Experience solutions helps customers realize this joint value by aligning integration architecture, data governance, and adoption milestones across both products within a single, coordinated engagement model.

How the Advanced Success Plan enables continuous improvement

Hyper-personalization projects are often treated as one-time implementations. The Advanced Success Plan for 麻豆原创 Customer Experience solutions is designed to make them repeatable, continuously improving programs. This means:

• Outcome-based governance: Co-defining the KPIs that matter, such as conversion rate lift, repeat purchase rate, engagement open rates, and average order value, and building work streams aligned to move them measurably.
• Prescriptive adoption patterns: Structured playbooks for activating AI-assisted recommendations, send time optimization, and next-best action logic, with clear milestones and measurable gates.
• Continuous enablement: Role-based coaching for the teams responsible for data, product ownership, and campaign operations, closing skills gaps that otherwise cause personalization programs to plateau or regress.
• Proactive telemetry: Regular adoption checks that surface underperforming configurations before they impact business outcomes, and AI-guided best practices that inform ongoing tuning.

Making the business case concrete

For 麻豆原创 Commerce Cloud customers, the value of operationalized hyper-personalization can be seen in storefront metrics: higher conversion from AI-surfaced recommendations, increased average order value through intelligent cross-sell, and improved product discovery that reduces bounce and exit rates.

For 麻豆原创 Engagement Cloud customers, the value can be seen in engagement quality: open rates and click-through rates that reflect individual relevance rather than list-wide broadcast, improved campaign ROI through AI-optimized delivery, and loyalty program engagement that reflects relationship depth rather than transaction volume.

Across both, the compounding effect of unified data and orchestrated decisioning is what transforms hyper-personalization from a POC into a sustained growth mechanism, one that gets measurably better over time.

Payal Sachdev is product manager for the Advanced Success Plan for 麻豆原创 Customer Experience.
Tara Tracey is global product owner for the Advanced Success Plan for 麻豆原创 Customer Experience.

Travelers nowadays have very strict requirements. From booking a ticket to arriving at a destination, they expect fast, convenient, and prompt assistance when they face issues along the way. No matter how perfectly a system is designed to meet needs, there will always be situations that can鈥檛 be avoided. Delays, confusing booking systems, long customer service wait times, and much more create frustration for travelers.

AI is reshaping how the travel and transportation industry is doing business. It delivers more avenues to provide customer care aside from the typical communication channels such as e-mail, short messaging services, and social media. AI provides smarter, faster, and more personalized customer experiences, leading to happier customers and therefore growth in revenue for the business. AI is no longer optional, it is now becoming a necessity.

Beyond tickets and timetables: how AI orchestrates the customer journey

Previously, travelers preferred travel agents over booking apps, relied on printed tickets, and valued personal service and human interaction. However, mobile apps for bookings, check-ins, and payments are now widely used. Travelers also expect real-time updates and personalized recommendations that provide seamless, end-to-end experiences.

麻豆原创 delivers an ecosystem that can provide the tools needed to meet these expectations. Using 麻豆原创 Service Cloud, organizations can manage cases, complaints, and information requests efficiently. AI can respond within seconds, unlike traditional customer service processes that rely on manual handling of support tickets. AI-powered chatbots can also manage a high volume of customer conversations simultaneously. Here is an example integration strategy:

Intelligent selling services for 麻豆原创 Commerce Cloud

Intelligent selling services for 麻豆原创 Commerce Cloud are AI-powered services that leverage machine learning and artificial intelligence to help deliver personalized customer experiences and optimize booking strategies. These services help analyze customer booking patterns, provide contextual data across customer touchpoints, and offer recommendations that can lead to increases in revenue.

Travel accelerator

The travel accelerator for the 麻豆原创 Commerce solution is an industry-specific solution designed to enable travel companies to deliver omnichannel digital traveler engagement through 麻豆原创 Commerce Cloud. For customers that already have an existing 麻豆原创 Commerce Cloud solution, they can use the travel accelerator to help tailor it for travel business demand. It can provide real-time information to offer personalized customer experiences and reinforce customer loyalty.

Loyalty management program through integration

Organizations may need a system to reward customers for coming back, like earning points, perks, or special treatment when you repeatedly book with the same travel company. For this, an integration to a loyalty management program, either 麻豆原创 Customer Loyalty Management or a third-party solution, can be used.

The way forward

can help you achieve your business goals. As a starting point, we can create a service engagement plan that provides a tailored approach to meeting your KPIs. During this phase, we also deliver sessions to help you set up 麻豆原创 Sales Cloud, 麻豆原创 Service Cloud, and 麻豆原创 Commerce Cloud while working to ensure that travel and transportation industry best practices are followed.

With AI capabilities available across every solution, you can now categorize your customer base based on travel behaviors and patterns, as well as perform sentiment analysis on customer reviews and support tickets. The Advanced Success Plan can serve as a strategic partner in helping achieve AI objectives. Our experts, backed by deep industry knowledge, can provide guidance on the most effective path forward.

To deliver services that are aligned with each customer’s specific goals, we have organized our offerings into four phases: implementation, pre-go-live, post-go-live, and continuous improvement.

Implementation

During the implementation phase, our focus is on providing adoption guidance to help set up the solutions, from front-end applications to back-end systems. We work alongside the team to establish core capabilities needed for a successful implementation and to help ensure the solution is aligned with business requirements.

This includes, but is not limited to, application user management, key user extensibility, the 麻豆原创 CX AI Toolkit, integrations, security considerations, and other essential platform capabilities. Our goal is to help build a solid foundation that supports scalability, maintainability, and future growth while enabling teams to get the most value from the platform.

Pre-go-live

In the pre-go-live phase, our focus is to validate and safeguard the solutions that have been built throughout the implementation. The goal is to make sure systems are configured correctly, performing as expected, and ready at go-live.

This includes conducting detailed reviews of business configuration settings, evaluating system performance, validating integrations, reviewing security and user access setups, and assessing analytics and reporting capabilities. We also help identify potential risks, gaps, or areas for optimization before launch, working to ensure issues are addressed proactively.

In addition, we work with teams to confirm readiness across key functional and technical areas, helping ensure that testing has been completed successfully, critical business scenarios have been validated, and the solution is aligned with operational requirements. Performing an adoption checkpoint during this phase helps reduce risk, improve system stability, and support a smoother go-live experience.

Post-go-live

During the post-go-live phase, we work closely with the team to help ensure that recommendations and best practices identified throughout the implementation have been properly configured and are delivering the intended results.

As users begin working in the production environment, new questions, opportunities for optimization, and minor challenges often emerge. During this stage, we provide continued guidance and support to help address those items, whether they are related to business processes, system configuration, integrations, extensibility, analytics, or overall solution adoption.

Our functional and technical experts remain available to review issues, provide recommendations, and help navigate any areas that require additional attention. We also help identify opportunities for further improvements and knowledge transfer, working to ensure the organization is well-positioned to maintain, enhance, and scale the solution over time.

Continuous improvement

Finally, as part of the continuous improvement phase, we help stakeholders remain informed about new innovations and enhancements introduced through 麻豆原创 release cycles. By staying up-to-date with the latest capabilities, the team can continue to maximize the value of the solutions and drive ongoing business success.

Tara Tracey is global product owner of the Advanced Success Plan at 麻豆原创.
Geoffrey Arado is product manager for 麻豆原创 Customer Experience.

These announcements bring AI-led transformation to focus and are very relevant as we approach the end of mainstream maintenance for 麻豆原创 Solution Manager on December 31, 2027*, many customers are transitioning to 麻豆原创 Cloud ALM to stay competitive and future-ready. 麻豆原创 recommends that customers complete the transition to 麻豆原创 Cloud ALM before this date.

We are proud that 麻豆原创 Solution Manager has served thousands of customers exceptionally well over two decades as a key element of 麻豆原创鈥檚 support offerings, providing the governance, monitoring, and lifecycle management capabilities needed to support mission-critical landscapes.

Twenty-five years in, the business environment that it was built for has significantly evolved to one where enterprises innovate continuously, scale globally, adopt AI, maintain a clean core, and deliver business outcomes at unprecedented speed. Market expectations have changed, technology stacks are running on cloud-ready architecture, and the revenue potential of businesses has exponentially grown. These realities require a fundamentally different approach and functional scope for application lifecycle management. 麻豆原创 Cloud ALM was designed with exactly these factors in mind. As a cloud-native solution coming with 麻豆原创 Enterprise Support, or any cloud subscription from 麻豆原创, it can close the gaps that modern organizations face in an increasingly fast-moving digital landscape.

All the information required for the transition from 麻豆原创 Solution Manager to 麻豆原创 Cloud ALM is available on the page. You can access essential tools for a seamless transition as well as recommendations based on your current landscape, project plans, and operational needs. You can also find focused .

Take action now:

• Request your 麻豆原创 Cloud ALM tenant via聽.听
• Join the聽, a 90-minute onboarding designed to help you get up and running quickly.听
• Run the聽聽to get an exact understanding of your current 麻豆原创 Solution Manager footprint and receive guidance for your transition journey.听
• Expand your knowledge through the聽聽and join our聽.听
• Subscribe to the monthly聽聽to stay updated on innovations, tips, and use cases.听

While 麻豆原创 Solution Manager’s end of mainstream maintenance in itself is a call to action, it isn’t the primary business case. The real need for transitioning lies in the value that 麻豆原创 Cloud ALM delivers: accelerated implementations, AI-powered and autonomous operations, continuous feature innovation, lower TCO, and a platform purpose-built for modern, cloud-first landscapes. As every digital touchpoint around you is being modernized and optimized for value, your ALM landscape should not be an exception.

Stefan Steinle is executive vice president and head of Global Customer Support at 麻豆原创.

*Details related to maintenance options are covered in 麻豆原创 Notes 52505 and 3255311.

is the digital tool for customers and partners to easily interact with 麻豆原创 and get immediate guidance to the best solution. With this portal, users can access important alerts, metrics, and insights about their 麻豆原创 product portfolio from a single access point. The integration of Joule in 麻豆原创 for Me is not just a feature drop or a UX redesign. This is an inflection point in how customers access products, support, and self-service.听

We are moving from a click-and-search portal to a conversational, agent-driven enterprise ecosystem. For users, this is an experiential shift with significant business outcomes. By taking over the tedious work of clicking, searching, parsing, and diagnosing, Joule helps free up IT administrators, consultants, and business leaders to focus on what truly matters: driving innovation and scaling their business.

鈥淭he successful launch of Joule in 麻豆原创 for Me is the result of strong collaboration, innovation, and a shared commitment to improving customer experience. It demonstrates how 麻豆原创 continues to turn its AI strategy into real, tangible value, delivering solutions that are not only powerful but also practical and user-centric.鈥�

Gerlinde Wallner, Organizational Change Manager and Coach, Strategy & Operations, 麻豆原创

What can users expect from this new unified, AI鈥憄owered entry to 麻豆原创 for Me?

• Effortless navigation across the portal
• Fast access to relevant information
• Advanced self-service with guided support
• Accelerated task execution without needing to know where to click

In their fast-paced business environments, users don鈥檛 have to search through complex menus or multiple touchpoints. Joule in 麻豆原创 for Me can simplify their path to support. They can simply ask, explore, and act to experience personalized, conversational access to support, self-service, and key tasks in 麻豆原创 for Me.

鈥淛oule is transforming 麻豆原创 support by making it more intuitive and intelligent. We can guide users conversationally to the right outcome鈥攏o searching, no guesswork鈥攁ccelerate self-service and task execution, and deliver context-aware, personalized support directly within 麻豆原创 for Me.鈥�

Corinne Reisert, VP, Customer Support Experience 麻豆原创 for Me, Global Customer Support, 麻豆原创

In addition to introducing Joule in 麻豆原创 for Me, 麻豆原创 takes advantage of AI-powered agentic case resolution, which brings AI agents into support workflows to help analyze new cases, detect duplicates, suggest routings, and draft responses. For select priority cases, AI agents can recommend replies, which helps reduce manual effort, improve triage accuracy, and shorten resolution timelines. This is available now to 麻豆原创 customers.For more information, see .

Joule in 麻豆原创 for Me is being rolled out in phases as of May 2026, at no extra cost to customers.

鈥淲ith 麻豆原创 runs 麻豆原创, we show our customers how we scale agents across the enterprise to deliver real outcomes. Joule in 麻豆原创 for Me exemplifies how conversational and agentic AI can fundamentally transform the way users operate and offer customers a simple and intuitive path to access 麻豆原创鈥檚 services and support.鈥�

Benjamin Blau, Chief Process & Information Officer, 麻豆原创

While Joule in 麻豆原创 for Me already helps deliver a simpler and more intuitive way to access information, support, and guided actions, this is just the starting point. As 麻豆原创 continues to advance its AI strategy, customers can look forward to new scenarios, expanded agent capabilities, and deeper integration across services and support processes. This launch establishes the foundation for a more conversational and autonomous customer experience, one that will continue to evolve as 麻豆原创 brings the next generation of AI-powered innovations to life.

Stefan Steinle is executive vice president and head of Global Customer Support at 麻豆原创.

The version for , part of the 麻豆原创 Services and Support portfolio, is the helping organizations adopt, activate, and scale the 麻豆原创 Customer Experience and AI innovations announced at 麻豆原创 Sapphire.

The proactive, expert-led engagement model is built to de-risk transformation, accelerate time to value, and sustain measurable outcomes across customer experience initiatives. It combines guided adoption, prescriptive functional and technical assistance, AI-powered best practices, and continuous value realization aligned to the realities of modern customer experience (CX): AI at the core, unified data, omnichannel at scale, retention over acquisition, service-led growth, and persistent skills gaps in a rapidly evolving digital landscape.

At its heart, the Advanced Success Plan for 麻豆原创 Customer Experience brings together the right expertise at the right time, program governance, solution experts, value advisors, and adoption specialists. This helps teams execute faster and smarter with 麻豆原创 Customer Experience.

What sets the Advanced Success Plan apart

• Outcome-based: Business outcomes and key value indicators are co-defined with teams, with milestones and workstreams aligned to deliver measurable Autonomous CX results.
• Proactive by design: AI Assistants, adoption checks, and innovation accelerators are embedded throughout, reducing risk and compressing time to value as agentic capabilities evolve.
• Continuous enablement: Role-based best practices and coaching are tied directly to the Autonomous CX road map, closing skills gaps at pace as new AI and platform capabilities become available.
• Cross-solution orchestration: Unified processes and shared business context across marketing, commerce, sales, and service break silos and enable enterprise-scale execution.

This is the first of a planned series to deep dive on the topics below. Here, we start with introducing how the Advanced Success Plan for 麻豆原创 Customer Experience helps operationalize seven macro trends shaping modern customer experience.

1. AI鈥憄owered customer experiences

AI now underpins everything from next best engagement to intelligent service resolution. The Advanced Success Plan embeds AI adoption patterns directly into the delivery approach, identifying high value use cases, calibrating data prerequisites, and guiding model governance.

The results are prioritization of high鈥慽mpact starting points, a plan to scale with guardrails, accelerating time from pilot to production and grounding every decision in 麻豆原创鈥檚 CX AI capabilities and product road map.

2. Hyper鈥�personalization at scale

Personalization demands more than algorithms; it requires clean, consent鈥慳ware data, robust decisioning, and experimentation discipline. The Advanced Success Plan delivers:

• Data readiness assessments and integration patterns to enrich customer profiles and segments
• Governance and testing playbooks to validate personalization hypotheses at scale
• Prescriptive journeys to operationalize next best action across every customer channel

The result: hyper personalization moves from proof of concept to standard operating model.

3. Unified customer data and breaking down silos

Siloed data undermines CX. We help establish a unified data foundation and harmonized identities, aligning business, data, and integration teams. With technical guidance and adoption accelerators, users can move faster toward a single view of the customer to fuel analytics, personalization, and service excellence.

The results are unified profile use cases, data quality baselines, and source鈥憃f鈥憈ruth decisions to reduce duplication and latency.

4. Omnichannel commerce and B2B digital transformation

Modern buyers expect seamless journeys across web, mobile, marketplace, and partner portals, especially in B2B. The plan accelerates omnichannel capability build鈥憃ut by uniting commerce, order sourcing, pricing, and fulfilment patterns, supported by outcome鈥慴ased governance.

The result: Channel consistency, catalogue and contract complexity, and the alignment of service and sales motions are all addressed, driving measurable improvement in conversion rates and repeat purchase.

5. Customer retention over acquisition

Acquisition costs are rising and retention is the new growth engine. The Advanced Success Plan helps operationalize retention strategies, churn prediction, intelligent engagement, loyalty, and proactive service across the CX stack.

The result: We align metrics such as retention rate, customer lifetime value, and service鈥憈o鈥憆evenue contribution, and ensure the data foundation supports them.

6. Service as a revenue driver

Service is no longer a cost center; it鈥檚 a growth channel. We guide users to productize services, monetize value鈥慳dded offerings, and embed outcome鈥慴ased contracts. The plan includes:

• Playbooks for cross鈥憇ell/upsell from service interactions
• Knowledge and field service patterns to improve first鈥憈ime fix and attach rates, KPI frameworks for service鈥憀ed growth

The result: With prescriptive governance and AI鈥慸riven intelligence, service organizations move from reactive cost management to consistent, measurable contribution to top鈥憀ine revenue and customer retention.

7. Navigating digital transformation complexity and skills gaps

Large transformation programs falter on orchestration and capability enablement. The Advanced Success Plan addresses both by:

• Establishing a cadence of value sprints and decision forums
• Providing role鈥慴ased enablement covering functional and technical assistance, data, product ownership, end-user adoption, and change management
• AI-guided best practices embedded throughout delivery to eliminate rework and accelerate quality outcomes across Industry AI scenarios

Organizations execute with confidence, even amid shifting requirements, resource constraints, and rapidly evolving agentic AI capabilities.

Measurable outcomes

• Accelerated time to first value through prioritized, AI-ready use cases aligned to capabilities
• Higher adoption and sustained performance via continuous enablement
• Reduced program risk through proactive governance, telemetry, and structured decision forums
• Measurable gains in conversion rates, customer retention, and service-led revenue contribution across the full CX stack

Getting started

• Define Autonomous CX priorities: Identify two to three priority outcomes for the next two quarters facilitated by the 麻豆原创 Value Management service.
• Assess readiness: Evaluate data, integration, governance, and enablement gaps to define a 12 to 18 month engagement plan.
• Engage the Advanced Success Plan: Align workstreams, milestones, and metrics with our expert team.听
• Industrialize and scale: Convert proven delivery patterns into reusable accelerators, deployable across regions and lines of business.

This series will examine each of the seven trends in depth, demonstrating how the Advanced Success Plan for 麻豆原创 Customer Experience translates CX strategy into repeatable execution and measurable business outcomes.

Tara Tracey is a global product owner at 麻豆原创.

That idea framed a , where Thomas Saueressig, chief customer officer and member of the Executive Board of 麻豆原创 SE, and Jan Gilg, global president of Customer Success & Americas and member of the Extended Board of 麻豆原创 SE, set out the company鈥檚 case for the Autonomous Enterprise.

Their message was clear: As AI moves from promise to practice, customers are no longer asking whether it matters; they are asking how to make it deliver measurable results across the business.

鈥淓very day, billions of people wake up trusting that the world simply runs,鈥� Saueressig said.

But making that happen is anything but simple. Saueressig pointed to the hidden complexity behind everyday routines 鈥� from power grids balancing supply and demand in real time to global supply chains moving goods across countries and continents. Enterprise operations, he argued, are the invisible backbone of modern life, even if most people never see them.

Gilg picked up that thread by focusing on the pressure customers now face as they try to translate AI ambition into business value. Excitement is high, he said, but so is urgency.

Customers want to scale AI across the enterprise and connect it to core processes where it can have tangible impact. But according to Gilg, the real obstacle is not the AI itself. It is the enterprise landscape around it.

鈥淭he elephant in the room: AI in the enterprise is complex,鈥� he said, pointing to the disconnected applications and fragmented data many organizations still contend with.

That challenge led directly to 麻豆原创鈥檚 vision for the 鈥� one in which AI is embedded into business processes, connected through trusted data, and governed in a way that makes it reliable at scale.

The Autonomous Enterprise vision

鈥淚t鈥檚 this need for trusted, seamless integration that led us to our vision for the Autonomous Enterprise,鈥� Gilg said.

He presented it not as a future concept, but as a practical operating model in which AI drives end-to-end execution within a trusted governance framework, with people remaining in control.

Saueressig cast 麻豆原创鈥檚 role as helping customers get there: 鈥淥ur goal is to help you become an Autonomous Enterprise step-by-step. … We are making AI value real today.鈥�

He linked that approach to RISE with 麻豆原创, 麻豆原创鈥檚 AI offerings, and the 麻豆原创 Services and Support Portfolio with its Ssuccess plans, which are designed to help customers put innovation to productive use. The emphasis, he said, is on creating value throughout the transformation journey

鈥淲hen you are fully committed to RISE with 麻豆原创, we are committed to support you at every step,鈥� Saueressig said. That commitment spans even the most complex and hybrid landscapes, he said, stressing that no customer will be left behind.

Lockheed Martin: Readiness over transformation in a high-stakes environment

That customer-first approach set up the next part of the keynote, where customers took the stage to share firsthand how they are transforming their businesses in the real world 鈥�  no theory, no abstraction, just practical experience.

Opening the customer round, Lockheed Martin positioned transformation not as an end goal, but to ensure constant readiness in one of the world鈥檚 most demanding environments.

鈥淭ransformation is not the goal. Readiness is for us,鈥� said Maria Demaree, SVP and CIO of Lockheed Martin Corporation, stressing that the stakes are 鈥渉uman鈥� when systems support national defense and allied missions. Readiness, she explained, means the ability to move 鈥渨ith speed, clarity, and confidence across the enterprise.鈥�

Through its largest transformation investment in the company鈥檚 history, Lockheed Martin is redesigning processes end-to-end, connecting fragmented systems, and embedding AI into a model-based enterprise built on 麻豆原创.

Operating in a highly regulated environment with strict security and data requirements, the company is focused on reducing cycle times and improving responsiveness. Demaree emphasized that 鈥渢ransformation doesn鈥檛 start with technology. You must rethink your processes.鈥� 麻豆原创鈥檚 role, she said, has evolved from vendor to trusted partner understanding Lockheed Martin鈥檚 business and the environment it works in.

Aeropuertos Argentina: From reactive winter operations to proactive AI-driven control

Aeropuertos Argentina made history by becoming the first Latin American customer to take the 麻豆原创 Sapphire keynote stage. The company used the spotlight to share a hands-on example rooted in operational urgency and showed how a clean core and focused innovation can quickly deliver results.

Managing 90% of Argentina鈥檚 commercial flights, they need to keep airport operations running during severe winter weather. This has historically relied on manual, fragmented processes 鈥� driving up costs, safety risks, and environmental impacts. To address this, the company developed an AI agent called Smart Network for Operative Winter (SNOW) to orchestrate weather data, runway sensors, maintenance processes, and operational procedures.

鈥淲e passed from a reactive to a proactive model,鈥� said Gustavo Sabato, Chief Information Officer of Aeropuertos Argentina, highlighting expected benefits, including a 16% cost reduction and lower CO鈧� emissions. Time to value was fast: from idea to operation in 12 weeks, with rollout starting at two airports and expanding to six more this upcoming winter.

A key enabler was upgrading from 麻豆原创 R/3 to 麻豆原创 S/4HANA in 2023 and building the solution on 麻豆原创 Business Technology Platform.  While integrating multiple non-standardized data sources was challenging, the result is now that the company operates with 鈥渙nly one version of the truth,鈥� said Sabato, and requires minimal manual intervention. The company plans to scale the approach beyond Argentina and into processes at other airports they manage elsewhere, reinforcing that strong technical fundamentals are essential to turn AI into real operational outcomes.

Exxon Mobil: Clean core and solid data foundation

ExxonMobil is rethinking how its operations will remain agile and nimble amid the rapid changes driven by the global shift toward new energy sources.

Bill Keillor, Vice President of ExxonMobil Global Services Company, said the energy giant launched a business-led transformation to simplify processes and unlock data that had become fragmented after decades of customization. 鈥淥ur goal is not short-term optimization but long-term agility: standardizing on industry best practices, establishing a clean core, and becoming upgrade stable,鈥� he said.

He emphasized that both the transformation and the company鈥檚 AI ambitions depend on a strong foundation. 鈥淚f you can鈥檛 get this foundation right, you will continue to pay the price for it,鈥� he said.

Keillor closed with three pieces of advice for any transformation: be crystal clear on strategy and align leadership behind it; put strong governance in place to enable fast, consistent decisions; and choose partners who challenge you and are in for the long run.

Levi Strauss: AI at scale

As Levi Strauss accelerated its shift toward a direct-to-consumer business, it recognized that greater speed and scale would require a lean technology landscape. Jason Gowans, Chief Digital and Technology Officer, said the company started by consolidating nine ERP systems into a single global foundation with RISE with 麻豆原创, standardizing processes and establishing a clean core.

That unified backbone now supports Levi鈥檚 ambitious AI strategy, with already more than 1,000 AI agents in production across the business. The impact is already visible; one example is wholesale order processing. While 80% of orders already flow through automatically, the remaining 20% 鈥� often submitted by smaller customers through handwritten notes, emails, or unstructured documents 鈥� previously took two to five days to process manually.

鈥淣ow, with the agents that we鈥檝e built on top of 麻豆原创, that process takes 20 to 30 minutes,鈥� Gowans said. For Levi Strauss, the lesson is clear: standardization does not limit agility; it makes it possible.

Migration powered by AI

These customer examples illustrated that transformation usually follows a shared path: modernizing the core, moving to the cloud, and unlocking innovation along the way. 

麻豆原创 then showed how AI-powered agents can help customers accelerate that journey through a more integrated, AI-driven approach to transformation at scale. Migration and modernization assistants, , are designed to analyze systems, data, custom code, configuration, testing, and rollout as part of one connected process. By replacing fragmented manual work with coordinated automation, activities that once took weeks 鈥� from landscape analysis to custom-code assessment 鈥� can now be completed in a single weekend.

The world doesn鈥檛 break because of change

Gilg then widened the lens, arguing that every major technology wave brings uncertainty. But every one of these waves has in fact made the world better off by creating more jobs, new business models, and new revenue streams that people couldn鈥檛 imagine before. In the same way, he argued, enterprise software will become even more essential because of AI.

That is because the core needs of business remain the same: systems that work, people who care, and teams that collaborate. In Gilg鈥檚 framing, AI will not replace enterprise software. It will live inside it, embedded in the processes that keep companies running.

Saueressig brought the keynote back to its opening image: a world people trust to function. In a time of rapid change and unprecedented disruption, he asserted, resilience matters more than ever.

鈥淭he world doesn鈥檛 break because of change,鈥� he said. 鈥淚t breaks when change moves faster than resilience. And that鈥檚 where 麻豆原创 comes in.鈥� Underscoring the importance of people in times of change, he emphasized that beyond technology and AI, transformation remains deeply human, shaped by the people who build and use it. 鈥淭he future isn鈥檛 written by AI.  It is written by us,鈥� he said.

With a distinguished career in Formula One, Coulthard is known for his consistency, race intelligence, and deep understanding of high-performance environments. His presence at 麻豆原创 Sapphire brings valuable perspectives on how precision, teamwork, and data-driven decision-making translate from the racetrack to the world of business.

Performance meets innovation

Throughout his career, Coulthard demonstrated the importance of preparation, adaptability, and collaboration鈥攓ualities that strongly resonate with 麻豆原创鈥檚 Services and Support organization. At the Services and Support Center, attendees can experience how these same principles help businesses navigate complexity, accelerate outcomes, and maintain peak performance.

Coulthard and H盲kkinen will share insights from their time in Formula One, offering perspectives on competition at the highest level, the evolution of technology in racing, and the critical role of teamwork in achieving success.

Event highlights

Visitors to the Services and Support Center can look forward to several exclusive opportunities:

• Experience Coulthard and H盲kkinen live in the Formula One Racing Simulator at the Race of Legends.
  • May 13 in Orlando at 1:00 p.m.
  • May 20 in Madrid at 11:30 a.m. and 1:30 p.m.

• Join theater sessions featuring voices from the Mercedes-AMG PETRONAS Formula One Team.
  • May 13 in Orlando with Michael Taylor at 11:30 a.m. ()
  • May 20 in Madrid with Laura Goodrick at 11:00 a.m. ()
• Take part in exclusive interviews with Coulthard and H盲kkinen.
  • May 13 in Orlando at 10:30 a.m. ()
  • May 20 in Madrid at 2:00 p.m. ()

A unique experience with 麻豆原创 Services and Support

The Services and Support Center at 麻豆原创 Sapphire is designed as a hub for inspiration and interaction. With Coulthard and H盲kkinen on-site, visitors can expect engaging sessions, real-world insights, and hands-on experiences that connect motorsport excellence with business innovation鈥攂rought to life by 麻豆原创鈥檚 Services and Support organization. 

Join us in Orlando and Madrid

Whether attending 麻豆原创 Sapphire Orlando or Madrid, this is a unique opportunity to experience two of Formula One鈥檚 most respected drivers up close鈥攁nd to explore how 麻豆原创 helps organizations achieve peak performance. Don鈥檛 miss the chance to meet Coulthard and H盲kkinen at the Services and Support Center and discover how insights from the world of Formula One can inspire your business transformation journey.

Get our sessions into your personal agenda:

• 麻豆原创 Sapphire 2026 Orlando
• 麻豆原创 Sapphire 2026 Madrid

As an F1 Ambassador, H盲kkinen represents the values that define both elite motorsport and modern enterprise technology: speed, resilience, teamwork, and continuous improvement. His presence at 麻豆原创 Sapphire highlights the strong connection between high-performance racing and the intelligent, data-driven world 麻豆原创 helps its customers navigate every day.

Performance meets innovation

During his career in Formula One, H盲kkinen became known for his focus, strategic thinking, and ability to perform under pressure鈥攓ualities that closely align with 麻豆原创鈥檚 Services and Support organization. At the Services and Support Center, attendees can experience how these same principles help businesses run faster, adapt with confidence, and stay ahead in an increasingly complex environment.

H盲kkinen will share personal insights from his time at the pinnacle of motorsport, offering perspectives on decision-making in high-stakes situations, the importance of teamwork, and the role data and technology play in driving performance.

Event highlights

Visitors to the Services and Support Center can look forward to several exclusive opportunities:

• Experience H盲kkinen live in the Formula One Racing Simulator at the Race of Legends.
  • May 13 in Orlando at 1:00 p.m.
  • May 20 in Madrid at 11:30 a.m. and 1:30 p.m.
• Join theater sessions featuring voices from the Mercedes-AMG PETRONAS Formula One Team.
  • May 13 in Orlando with聽Michael Taylor聽at 11:30 a.m. ()
  • May 20 in Madrid with聽Laura Goodrick聽at 11:00 a.m. ()
• Take part in exclusive interviews聽with H盲kkinen.
  • May 13 in Orlando at 10:30 a.m. ()
  • May 20 in Madrid at 2:00 p.m. ()

A unique experience with 麻豆原创 Services and Support

The Services and Support Center at 麻豆原创 Sapphire is designed as a hub for inspiration and interaction. With H盲kkinen on-site, visitors can expect engaging sessions, real-world insights, and hands-on experiences that connect motorsport excellence with business innovation brought to life by 麻豆原创鈥檚 Services and Support organization.

Join us in Orlando and Madrid

Whether attending 麻豆原创 Sapphire in Orlando or Madrid, this is a unique opportunity to experience one of Formula One鈥檚 legends up close鈥攁nd to explore how 麻豆原创 helps organizations achieve peak performance.

Don鈥檛 miss the chance to meet H盲kkinen at the Services and Support Center and discover how the mindset of a world champion can inspire your business transformation journey.

Get our sessions into your personal agenda:

• 麻豆原创 Sapphire 2026 Orlando 
• 麻豆原创 Sapphire 2026 Madrid 

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.听

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.