SAP's business intelligence customers have complained about the quality of technical support on offer to them, especially when compared to that offered by other software providers.
In an interview with V3, SAP UK User Group chief executive Craig Dale said that Business Objects users felt let down by SAP services because of difficulties they experience when using the SAP Service Market Place portal.
"Business Objects users reflect negatively on the SAP support when compared to the [core] SAP customers," said Dale.
"Obviously SAP customers have been using the support for years so they are more used to it. Business Objects users find it difficult to navigate and we have been working with both them and the SAP customer experience team on how to make it more user-friendly."
According to Dale, SAP has set up a customer advisory council whose core aim is to improve the service support portal.
Dale referred to new research conducted by the SAP User Group that shows 57 per cent of Business Objects users have difficulties using SAP's service support portal, while 63 per cent said they had difficulties searching and finding relevant information.
The research also revealed a significant increase in existing SAP customers using Business Objects software, with 21 per cent of users now using the business intelligence portfolio, compared to only seven per cent last year.
SAP acquired Business Objects in 2007 and the Business Objects user group was integrated with SAP's in 2008.
In the not too distant past, SAP experienced hordes of customer complaints about a rise in enterprise support costs, but Dale said such complaints had now been laid to rest, with SAP offering customers a choice in whether to adopt the Standard or Enterprise versions of support.
"SAP customers seem happy with the support costs now, mainly because they are given a choice. We continue to provide education to our member base on what is included with both types of support," he said.
The other difficultly SAP customers previously experienced was the lack of a cloud computing roadmap revealed to them.
Six months ago, SAP User Group research showed customers were being put off from deploying on-demand applications, because they lacked information on how the applications would be upgraded or integrated with on-premise applications.
Dale said that due to the survey findings, SAP customers were currently being educated on the firm's cloud roadmap through a series of webinars.
"We had the first webinar last week. After all the webinars, we will speak to our members again. We will do another poll [on SAP's cloud offerings] some point later this year," he said.
"Nothing really seems to be causing much pain to SAP customers at the moment, although of course their knowledge base needs improving, especially for Business Objects customers on the support portal."
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