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Liz Dwyer, Head of User Adoption Services – Asia Pacific, Japan & China12 April 2016
Reduce your support costs!Public
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 2Public
Agenda
• User Adoption and Support Costs
• The Problem Is…
• Solutions
• Where Do We Go From Here?
• How SAP Can Help
• Q & A / Wrap Up
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 3Public
Pause for thought
What percentage of your support calls relate to genuine problems and what percentage to issues of user capability?
70%? 60%?40%? 20%?30%? 40%? 60%? 80%?
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 4Public
Some research evidence
Untrained or undertrained desktop users will cost 5x more to support than a well trained worker
Untrained users can take three to six times longer than trained users to complete the same amount of work
A company will lose 10-30% of collective knowledge a year
Example - 46%
of support calls actually addressed training issue - $35 per call
Example - 80% of calls per month addressing user ‘how to’ issues
Fewer than 1 in 8 problems referred to help desk at all
Example - 5 top issues made up
nearly 40% of calls
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 5Public
What is the issue?
Higher cost of
support
Inefficiencies and mistakes
No other source of
information
Knowledge Loss
No control of informal
materials Outdated
formal materials
Low user compliance
Unknown unknowns
Outdated process
knowledge
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 6Public
What are the solutions?
People
Enable them early, fully, often
Formal
Learning
Update it, make it useful, accessible, usable
Informal
Learning
Capture it, manage it, share it
Knowledge
Sources
Make central support an option, not the only option
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 7Public
Innovation
Business users
Higher Level SupportCentral support
function
Super users
User generated content
Social learning Knowledge moderator
Formal learning
Monitoring and A
nalytics
Content Repository
The Learning Organization
First Level Support
Support
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 8Public
Next Steps? First Steps
Understand where you are, plan for where you want to be
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 9Public
How can SAP Learning and Enablement help?
• SAP Learning Hub
• SAP Workforce Performance Builder
• Talk to your Enablement Executive about how we can help you:• Build a sustainable super user community• Manage formal and informal knowledge across your user base• Plan and deploy user enablement through the entire SAP lifecycle
Q & A
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