View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
  2. Data
May 16, 2012

SAP responds to User Group criticism

Company says it is working to address user concerns

By Steve Evans

Software maker SAP has responded to critisim from its UK & Ireland User Group over the quality of support it offers its BusinessObjects users.

A recent survey by the User Group revealed that two in five users of BusinessObjects, SAP’s flagship business intelligence suite, feel support is not as good as it could be.

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.

Now SAP has said that it understands those frustrations and is working to address them.

A statement released to CBR says: "SAP takes any level of feedback very seriously… Our Roadmap and activities are designed around direct customer feedback. In the case of the recent survey conducted by the UK&I User Group, we are already taking action."

"The current SAP SMP Support Portal is under review and certain areas are undergoing a re-design. The Customer Experience Team is using direct feedback to input into the initial designs. We are also creating a Customer Focus Group, that will be made up of SAP Customers, to help us validate any new designs, layout, content structure and navigation – our aim is to provide a truly Customer Centric Online Experience. We have listened, we are acting," the statement added.

SAP also addressed concerns the users are not as involved in the future roadmap of BusinessObjects as they would like to be.

Content from our partners
Rethinking cloud: challenging assumptions, learning lessons
DTX Manchester welcomes leading tech talent from across the region and beyond
The hidden complexities of deploying AI in your business

"This is an area that we actively encourage our customers to be involved in. SAP has created a dedicated area, IdeasPlace, for customers to submit an idea, comment or vote on other ideas submitted by customers to provide direction to future Product Functionality," the statement said.

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how Progressive Media Investments may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.