Nearly half of Business Objects customers think that SAP is failing to provide adequate technical support, with two in five users claiming the support provided to them is not as good as that offered by other software vendors.
That’s according to the annual member survey conducted by the UK and Ireland SAP user group, which reported 57% of BusinessObjects users have difficulties using SAP’s Service Market Place support portal, while 63% have difficulties finding relevant support information.
Additionally, the majority of SAP Business Objects users (87%) claimed that being able to influence the future direction of the product would add value to their organisation. According to the user group, the findings demonstrate a continuing need for better engagement and collaboration between SAP and BusinessObjects’ customers.
When it came to customers creating their own Customer Centres of Expertise (Customer CoE), just under a third (31%) of respondents said they had received certification recognising their commitment to the continuous improvement of their SAP operations. While this is more than double the number of CoE’ s compared to last year, it is clear that more education and clearer financial incentives are still needed to encourage users to create them, said the group.
Alan Bowling, chairman of the UK & Ireland SAP user group, said: “Certainly over the last 12 months there have been a number of significant developments at SAP, with the release of HANA and the company’s expanded on demand and mobile offerings.
“While such developments are wholly positive, it is vital that users are educated about how exactly they will benefit, and how adopting such technologies will impact on their existing licensing agreements.”