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May 15, 2012

BusinessObjects users slam SAP technical support

UK & Ireland SAP User Group research finds many think competitors offer better support

By Steve Evans

Users of SAP’s BusinessObjects platform believe the technical support offered by the German software giant is not as good as some of its competitors, according to a new survey.

The research was carried out by the UK & Ireland SAP User Group and found that two in five BusinessObjects users feel support is not as good as it could be. BusinessObjects is SAP’s flagship business intelligence platform.

In addition to this over half (57%) of BusinessObjects users said they had difficulties using SAP’s Service Market Place support portal while 63% said it was difficult for them to search and find relevant support information.

The vast majority of users (87%) said having a say on the future direction of the product would add value to their organisations. The Group called for more collaboration and engagement from SAP with its users.

"These figures show that there is still work to do more when it comes to supporting and communicating with BusinessObjects users," said Alan Bowling, chairman of the UK & Ireland SAP User Group.

"Now that UK SAP BusinessObjects users are part of our User Group we recognise that we have an important role in ensuring that they are able to effectively interact and influence SAP," he added. "As such we have been working closely with SAP’s Customer Experience team to make sure this happens."

However there was a bit of good news for SAP in the survey. The number of customers using SAP BusinessObjects has rocketed, rising from 7% last year to 21% this time. Similarly just over three quarters (76%) of users said they were now using the latest version of SAP’s core ERP business suite, ERP 6.0, an increase from 69% the previous year.

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The UK & Ireland SAP User Group joined forces with the BusinessObjects User Group UK in October last year, with the merger bringing together 600 organisations across the UK and Ireland.

SAP had not responded to CBR’s request for comment at the time of publication.


Further reading:

UK & Ireland SAP User Group, BusinessObjects User Group UK announce merger

UK & Ireland SAP User Group turns up pressure before next week’s Annual Conference

SAP rejects criticism of cloud approach

SAP HANA: In-memory – in demand?

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