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.
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"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.
