Roadside Assistance for Your Digital Transformation

You’d never dream of undertaking a cross-country road trip without first making sure you had the support you needed for the trip – first aid kit, a co-pilot and roadside assistance in case something goes wrong. So why would a company undergo any kind of digital transformation without first ensuring they had the right support?

As running a company becomes more digitally complex, businesses must make sure that they have the resources in place to get ahead of potential problems, and solve any issues that pop up in real-time. In today’s digital world, having your website go down, or not being able to access the data you need is akin to being stranded with a flat tire. And modern businesses need to be prepared for anything. 

Support Where You Need It.

If you do decide to leave for your road trip on a whim, you should at least have your cell phone handy to call roadside assistance should you run into trouble. Although IoT has come a long way, there are very few cars on the market that are equipped with sensors that can detect if, when, and where your car will break down, let alone alert a mechanic beforehand.

Your car may not have built-in support, but with the Next-Generation Support approach, your SAP software does. SAP S/4HANA Cloud customers now have in-solution access to SAP CoPilot, SAP’s enterprise-specific digital assistant, to address any and all solution-specific questions – without needing to leave the application. Through SAP Leonardo machine learning and artificial intelligence (AI) working on the back-end of this chat function, SAP CoPilot is able to quickly dissect support requests, and provide the customer with only the most tailored solution options.

In addition to providing context-specific content, the data culled and analyzed helps SAP CoPilot understand the urgency of the situation, and recommend the appropriate channel through which the customer should receive support. For mission-critical matters, customers are directed to the most relevant articles and documentation from SAP’s knowledge base. However, if the customer would prefer to speak with an SAP support specialist directly, they can file an incident report within the SAP CoPilot chat function. Instead of having to search for roadside assistance’s phone number like you would in the case of an unexpected car breakdown, built-in support brings the resources you need to you.

Support that Speaks Your Language.

The biggest difference between support and Next-Generation Support is that customers gain anytime, anywhere access to personalized resources, on their terms. If your car breaks down just short of your destination, would you call a mechanic in your hometown hundreds of miles away? In a continued effort to accommodate the needs of all SAP customers, regardless of location or solution, Next-Generation Support has added expanded translation capabilities across all support functions, including built-in support.

Originally only available in English, SAP’s Knowledge Base Articles (KBAs) can now be translated to Japanese or Portuguese at the click of a button, with more language options to come in the future. Enabled by automatic translation generated through SAP Translation Hub, Next-Generation support not only walks the walk by meeting customers where they are, it talks the talk by speaking the customer’s language.

 Regular Servicing and Support.

On the path to digital transformation, it’s important to get ahead of issues before they arise. The same way you would schedule your vehicle for regular servicing, you can now schedule a conversation with an IT expert via SAP’s Schedule an Expert, a live support channel which allows customers to schedule a live, one-on-one 30-minute call with an SAP Support Engineer to help get answers to their questions at a time convenient for them.

Customers can also gain access to SAP support experts in real-time using the Expert Chat, a live chat function that connects SAP customers to technical support experts instantly. From simple to complex problems, Expert Chat enables SAP customers to get the help they need faster.

For the times when an expert isn’t needed, but a customer may be looking for some extra information, SAP also provides additional sources of information, such as Guided Answers and Knowledge Base Articles (KBAs), that customers can use to search for solutions themselves within SAP’s broad range of documentation and resources. Think of these as all the tools available in your car if you like to work on it by yourself. You may be an experienced driver or mechanic but every once in a while you’ll need a refresher on how to maintain or repair your car.

To learn more about SAP’s Next Generation of Support join me at SAP SAPPHIRE, June 5th-7th, where we’ll be offering a deep dive on the Next-Generation Support approach with demos and presentations, to create awareness and drive channel adoption. Please see below the link to those sessions.

 https://sessioncatalog.sapevents.com/go/agendabuilder.sessions/?l=169&sf=1198&locale=en_US