It is estimated that the annual support costs of a typical SAP site are some 36% of the original implementation cost. Large companies often handle post-implementation support in-house, typically with a full-blown Centre of Excellence. While service levels and user satisfaction may be high the costs of the same also are on the higher side.
Sometimes all support is outsourced, perhaps due to company policy or a cost control regime. Many mid-market companies implement a blend of internal and outsourced support. This is viewed as the most cost-effective and service oriented support methodology.
Though there are no hard and fast rules, companies will typically keep general Level 1 (helpdesk, password resets, log-on problems, etc) and basic level 2 (problems that do not require system changes, e.g. master data or transaction problems) and program management / relative task priorities in-house, and look for external skilled support with deeper levels of knowledge for more complex level 2 support, all level 3 support, large project assistance and ad-hoc module support where there is insufficient need for an in-house FTE.
We offer our clients the opportunity to obtain a package of supplemental SAP capabilities that will augment their in-house resources in an optimal manner.
Shared Support Services
for SAP are essentially consolidation of support services for various SAP system elements and functions among a number of clients to improve efficiency, effectiveness and lower costs of service delivery.
Small to medium businesses with mature SAP systems will gain significant cost advantages by utilising shared services through an offshore model
The offshore shared service model provides customer cost saving opportunities by offering a choice of a blend of fixed and variable pricing for their specific support needs, only paying for what is required in practice and not staffing internally for potential future needs.
Shared services model:
- A dedicated team of
skilled offshore personnel in place to provide
required support services
- Our client’s Team size
can be held to a minimum with resultant lower
costs.
- Resources are shared
across multiple clients, thereby providing the
client the cost benefits of a shared pool of
resources
- Each client can contract
for a blend of fixed and variable components
based upon anticipated usage and adjusted in the
light of experience over time.
- Availability of a larger
pool of skilled resources than that affordable
as an internal support team gives the client
added security
- Incident/issue based
billing rates are kept to a bare minimum
- Required resources can be
scaled up or down in line with changing
circumstances, offering the client significantly
enhanced operational flexibility.
- 24 X 7 Support operations
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