Unique Approach Offers Real-Time Solution Management to Accelerate Innovation Without Disruption
DUBLIN, Ireland — SAP AG (NYSE: SAP) today announced that it has selected Dublin as the location for its latest regional mission control center, a dedicated support service from SAP to remotely support SAP implementations around the world. The new center, located in SAP’s Citywest Dublin offices, was officially launched today by Gerhard Oswald, Executive Board Member of SAP AG.
Delivered by the SAP Active Global Support (SAP AGS) organisation, the new control center approach helps companies achieve the most effective and efficient SAP implementations. The Dublin-based mission control center will be staffed permanently by support team members providing expert support to customers during implementation projects and upgrade cycles. It also provides proactive measures to optimise ongoing business operations. In addition, the center helps businesses drive growth and increase customer satisfaction by quickly and easily deploying innovations such as the SAP HANA platform and cloud and mobile solutions from SAP. The control center approach is available to all customers with additional benefits to customers using the SAP MaxAttention, SAP ActiveEmbedded, and SAP Enterprise Support offerings.
Speaking at the launch, Oswald said: “I am very pleased to mark the opening of the mission control center in Dublin. The center is a game-changing approach to support and it helps our customers to transition to new SAP innovations including SAP HANA, mobile, cloud and analytics. Over the past 16 years, Ireland has made a significant contribution in our delivery of world-class support to our customers. Now, with this uniquely placed control center, Dublin has a very important role to play in our control center structure supporting customers in both North America and EMEA, and further demonstrates our commitment to our operations in Ireland.”
Liam Ryan, Managing Director at SAP Ireland, reinforced: “This is another great win and vote of confidence in the ability of our Irish operation to play such a significant role in SAP’s global operations. It has been fantastic to witness firsthand the progression and growth of the support model we have established in Ireland and the depth of experience and expertise that we now have in place across our operations in Ireland.”
The control center approach consists of three components: the innovation control center and the operations control center, both located at the customer site, and the mission control center, located remotely at an SAP facility. Each is designed to complement the other and provides high-level support throughout the lifecycle of an SAP solution.
The new Dublin-based mission control center is uniquely positioned to support the regions of North America, Latin America, and EMEA with the focus on providing technical expertise, guidance and exception handling to SAP customers. To-date, Dublin is the sixth mission control center at SAP, with other control centers located in Brazil, China, Germany, Mexico and the United States.
The innovation control and operations control centers are connected in real time to dedicated remote mission control center locations to ensure best practices are being used for the implementation and that ongoing operations are supported. The mission control center locations are managed by experts from support, development and product management; a major advantage is having all experts in one room at the same time focused on the specific customer situation. These interdisciplinary teams proactively monitor a customer’s installation in real time, allowing issues to be quickly identified and addressed. This also helps customers to adopt SAP Best Practices packages and resolve functionality concerns.
“The mission control center in Dublin is staffed by expert teams concentrating on helping customers implement SAP innovations such as SAP HANA, mobile solutions and analytics,” said Mark Dunne, lead for the mission control center in Dublin. “We develop best practices, services and tools that make it as easy as possible for customers to leverage these innovations. We are closely integrated with the other mission control centers globally to bridge the physical gap between ourselves and our customers and to further enhance our close collaboration.”
Today’s opening builds on SAP’s growth plans announced last year in which the company stated that it would invest EUR110 million in the creation of 250 new jobs at its Dublin and Galway facilities, as the company gears up for its next wave of technology innovation to meet business needs.
For more information, visit www.sapsupport.info.
About SAP Ireland
SAP’s operations in Ireland began on April 1, 1997, with the opening of its first office in Dublin. Sixteen years on, SAP now has four office locations in Ireland, employing approximately 1,400 people, which are spread across sites in Dublin and Galway.
The Dublin-based organisation focuses mainly on the development, exploitation and management of Business Objects Intellectual Property. Dublin is also a global center for the provision of services and support for SAP’s large customer base in EMEA and the United States. It also provides internal IT support and hosts a quality engineering group focused on testing application and technology releases.
SAP’s operation in Galway is a multilingual service and support center serving the small and midsize enterprise and multinational enterprise sectors. It has groups involved in support, cloud services, technical writing, e-learning, translation, license auditing and partner services. It covers 29 languages and employs colleagues from 35 nationalities.
- 30,000 people in Ireland log onto an SAP installation every day
- 240+ customers today – from 40 customers in 1997 when SAP Ireland was founded
- Approximately seven out of the top 10 Irish plc companies use SAP solutions
- SAP Ireland has customers with user bases of four to 12,000
As market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 251,000 customers to operate profitably, adapt continuously, and grow sustainably. For more information, visit www.sap.com.
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