SAP earned a coveted STAR Award for Best Practices in Support Services for Schedule an Expert from the Technology Services Industry Association (TSIA). SAP also entered Next-Generation Support which became a finalist for TSIA’s highly competitive Transformation of Support Services category.
“We’re proud to acknowledge SAP as one of the outstanding companies, on their achievements,” said Thomas Lah, TSIA executive director. “It’s clear that this year’s winners have gone above and beyond in demonstrating their commitment to outstanding innovation, leadership, and excellence.”
“Winning a STAR Award for Schedule an Expert illustrates the success of SAP’s game-changing approach for true always-on support that is essential for intelligent enterprises,” said Mohammed Ajouz, senior vice president and global head of Product Support at SAP. “Schedule an Expert offers a tremendous benefit to customers with faster incident resolution and less ping-pong, compared to traditional written incidents — all at no additional cost.”
The Schedule an Expert service lets customers connect one-on-one with an SAP product support expert in a live, 30-minute Skype call with screen-sharing. Customers book a time that works for their schedule and they talk with the same engineer that they would create an incident with – but spend less time waiting for response and resolution for technical issues.
For the STAR Awards, Schedule an Expert topped the Best Practices in Support Services category, which recognized the company that embraced best practices in people, process and/or a technology that increased productivity, service levels or customer centric measurements; increased problem avoidance; or effectively handled more interactions using unassisted or assisted channels.
“With services like Schedule an Expert, SAP will continue to rethink support – putting the customer experience first, while providing innovative solutions to help them run their business,” said Andreas Heckmann, senior vice president and head of Support Delivery, SAP. Schedule an Expert is part of SAP’s groundbreaking Next-Generation Support.
In addition to the recent STAR recognition, SAP also earned a prestigious honor of Top Ten Best Support Websites 2018 for the SAP Support Portal from the Association of Support Professionals (ASP) – as part of the company‘s ongoing transformation of support services.
About the STAR Awards
Companies seeking the STAR Award undergo a rigorous evaluation process, with the winners selected by TSIA’s service discipline advisory board members. Since its inception in 1990, the STAR Awards have become one of the highest honors in the technology services industry, acknowledging the contribution of companies of all sizes to the continual improvement of technology services delivery industry-wide. More information on the awards can be found here.
The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs.
TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.