SAP Business One - Value of maintenance for partner and customer v2

VALUE OF MAINTENANCE FOR CUSTOMERS &PARTNERSSAP BUSINESS ONE

PAUL FINNERAN, BUSINESS ONE SERVICE & SUPPORT16 JUNE 2014

© 2014 SAP AG. All rights reserved. 2

WHY PROMOTE MAINTENANCE TO YOUR CUSTOMERS?

Latest technology andinnovations (future-proof the company)

By having your install base on the latest released versions of SAP BusinessOne you can ensure that your customers are ahead of the game and legallycompliant.

Reference Customers As a key resource in the sales cycle it is very worthwhile to have existingsatisfied customers act as references. A happy, well-serviced customer willbe happy to promote you and your business

Source of revenueFoundation to upsell& cross sell productand services

Maintenance is a recurring revenue stream for your business. As it growsyou may wish to set up a dedicated support desk to better serve the needsof your customers.Having frequent contact with your customers will allow any areas ofconcern to be dealt with in an efficient manner allowing you to upsellservices

Insurance in casesomething should gowrong

We know that from time to time things can go wrong. By having yourcustomers on maintenance you can ensure that there is always a helpinghand available to assist you in the issue resolution


VALUE OF MAINTENANCEWHAT IS IN IT FOR THE CUSTOMER?

SAP Business One, like all enterprise resourceplanning systems, are the key backbone inbusiness operations.

Access to the most up to date technologyand best in class software for your industry(analytics, ATP, bin locations, etc.)Ensure daily business operations withoutinterruptionsComply with the current legislationSupport for all technical issuesSAP 24*7 support for system standstillissuesInsurance policy

SAP’s strategy is to be the innovationleader within the ERP industry.Innovations and new features are aimedto better serve the constantly evolvingcustomer requirements.All SAP Business One customers with avalid maintenance agreement areentitled to receive patches and newversions for free.

Can you afford not to have the latest software and the services behind that to make yourbusiness a best run business, can you afford to let your competitors get the lead??


VALUE OF MAINTENANCEWHAT IS IN IT FOR THE PARTNER?

Having customers on a supported version means:Latest technology deployed in your ecosystemFaster and easier supportabilityOnly required to keep your people certified on one release – concentrated knowledgeEasier and simplified delivery of support and maintenance for the solutionReduced infrastructure, administration efforts & costsAlso more efficient and profitable support deliveryDirect forwarding of level 3 incidents to SAPEasy supportability with remote support platform (RSP)Legal compliance in your install basePotential to upsell

Additional LicensesConsulting services (New reports, analysis, business scenarios –bin locations)Upgrade projects


CUSTOMER RELATIONSHIP MANAGEMENTBEST PRACTICES FOR PARTNER

Create a long term business which profits both customerand partner:

Maintain regular contact with your active install base tocreate a steady business relationship

Communicate actively about new product releases &features to drive upgrade demand

Regular Webinars for training/FAQ handlingOrganize customer events to secure tight customer

relationships and to promote new versions, releasesand roadmaps

Encourage customer to take full advantage of thepotential with the software

When invoicing include info on all hours, both chargeableand non chargeable

Download and prepare the relevant reports from RSP(System Status Report) to show the customer the overallhealth of their system

Include information on incidents which were resolved byyou and by SAP (Service & Support Report from SAP)

Define and offer different Service levelagreementsFor Example:Basic: software maintenance only, supportthrough ticket invoicing..Silver: Software maintenance + freetelephone support ….Gold: Silver + one free upgrade consult dayper year or one half a day (remote) supportconsultingPlatinum: Gold + discounted consultingrate, etc.

Leverage you SAP contacts to helpconvince your customers that theirbusiness in in safe hands with the latestsoftware and the best in class support toensure their business is a best run business


UPGRADEBEST PRACTICES FOR PARTNER

Business possibilities which profit both customer and partner:Organize customer days to share experiences and demo new versions and featuresPossibility to learn and share experiences and get the most out of SAP Business OneOrganize training for the latest in features and how to use to these in everydaybusiness processesTarget specific issues and improve customer user experience by demonstrating withcustomers own database in individual sessionsSend road map on upcoming new releases and specific feature clips on the featuresSchedule upgrade slots, arrange the project during the low seasons to ensuremaximum availability during the peak seasonsKeep customers always on maintained version!


CUSTOMER QUERIES

“I have already bought the software, why should I pay for maintenance?”Having a valid maintenance with SAP ensures software will work for years to come – do

not let unforeseen incidents hinder your operations!

“I am happy with my current version of SAP Business One“Over time technology evolves as does your business. Stay on top with new features like

Workflow, Dashboards, optimized business logic, legal compliance to ensure your businessis a best run business

“I am sure I can fix everything – I am good with computers“We do not advise making any changes to your system, this may cause irreparable

damage, let us & SAP take care of it

“I will start paying maintenance when I need an upgrade“SAP Business One Support is ready to help at any time and if you do need a patch to

resolve an issue you will need to be on maintenance

“This is a family business – what could possibly go wrong?“Think long term, what if tomorrow for some reason you cannot generate invoices or

prepare reports for your auditors?

In tough economic conditions we understand your customers may look to cut back onall non-essential expenditure. However the backbone of any company is a wellmaintained ERP solution. Some of the common questions from customers below

KEY MESSAGE


THE RISKS OF NOT HAVING A MAINTENANCE CONTRACT

No access to SupportOut of date SoftwareNon compliance with legal requirements (SEPA!)No access to important resources (customer portal, partnermaterials & training)Possible business downtimeThe period without maintenance will have to be repaid if in the futureyou return to maintenanceLost productivity without new functionalityBusiness @ risk

Would you drive your car without insurance.. No, then why risk yourbusiness


CORRECTIONS DELIVERED IN PATCHES

SAP delivers:Legal changesImportant correctionsEnsures complianceUnhindered business operationsBetter usabilitySimplified processes

We understand that to keep your software running in peak condition it is necessary toapply corrections and fixes along with legal compliance updates. Therefore we regularlyrelease patches and service packs to keep you up to date

KEY MESSAGE


WHAT ELSE DO I GET AS A CUSTOMER?

Access to the SAP Business One Customer Portal

Remote Support Platform to monitor and optimize system performance

Access to all training materials in SAP Business One Education area

Access to solution database (SAP notes)

Access to SAP Community Network (SCN) / Forum

Option to escalate my incident to get highest attention possible

Access to license key request with own s-user

This is all included in maintenance agreement!

To help maximize your investment in SAP software, tools, education anddocumentation are made available so that you can ensure your business softwarealways runs in peak condition

KEY MESSAGE

http://sappartneredge.com/b1/rsp


BENEFITS FROM RSP AS A CUSTOMERRUN BETTER WITH RSP FOR SAP BUSINESS ONE 24/7

Less time spent on operational support means more money for investment andexpansion

Reduce time for system maintenance (i.e. simplified upgrades, automated back-upsand repairs)

Minimize unplanned downtimeand business disruption

Get accelerated andpredictable problem resolution

Achieve peak system performanceand stability


WHAT FUTURE VALUE CAN I EXPECT AS CUSTOMER?

New innovations (Workflow, bin locations, multiple units of measures, etc.)System safety (Support, patches, new versions, proactive monitoring, health checks)Operational longevity (Up to date software, legal compliance, SEPA, legal reports, etc.)Better supportability (Remote Support Platform)Support never ends, even if you are running a version that is out of mainstreammaintenance you can still receive support for your current version

This is all included in maintenance agreement!

When you make an investment with SAP you expect the best in class for your businessand that’s exactly what we aim to deliver. To keep your business running in top shapewe continuously invest and enhance our offerings

KEY MESSAGE

Questions??

More Informationwww.sappartneredge.comwww.service.sap.com/smb/sbocustomerwww.scn.sap.com/community/business-one

http://www.sappartneredge.com/

http://www.scn.sap.com/community/business-one


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SAP Business One - Value of maintenance for partner and customer v2