An SAP user group is critical of the firm's handling of its BusinessObjects’ business intelligence tool customers.
SAP is failing to cater to all of the needs of any of its BusinessObjects’ business intelligence tool customers, with users worried about everything from pricing to support and licensing policies.
According to a survey undertaken by the SAP User Group Executive Network (Sugen) in May across 13 user groups across the world, a third of UK and Ireland BusinessObjects customers felt that the enterprise software vendor was ‘hardly’ meeting their needs, while 62% believed they were being ‘sufficiently’ met. None felt that their requirements were being ‘completely’ catered to, however.
Craig Dale, chief executive of the UK & Ireland SAP User Group, said: "With one in three BusinessObjects customers feeling that their needs aren’t being met by SAP, it shows that greater engagement and collaboration is needed."
As a result, Sugen had devised a SAP BusinessObjects Charter to "increase collaboration" with the supplier, although work was already being done to this end at a local level, he added.
Most pressing concerns
The three most pressing concerns for BusinessObjects users, meanwhile, related to pricing (53%), support (45%) and licensing (36%). In terms of pricing, customers were confused about policies and needed more guidance, Dale said.
“It is hardly surprising that pricing, support and licensing are the three most pressing concerns for SAP BusinessObjects users," he explained. "For instance, with pricing, the feedback from users is that there needs to be greater clarity as there is still some confusion in the market. This demonstrates that there is a clear need for greater user education and for users to be provided with more information."
The study also revealed that just over a quarter of respondents were definitely using some form of SAP offering apart from BusinessObjects, although only 12% were using the two together despite the potential benefits that such a move could bring.
Dale said: "Many users still don’t necessarily see BusinessObjects as an SAP company. Therefore, it is the role of both SAP and user groups to improve awareness to help drive customer value."