12th April 2017
 
Expert Chat Service Provides SAP Customers with Access to Live, Real-Time Support Options

SAP announced that it is continuing to help businesses "run live" with its Next-Generation Support approach.

The Expert Chat service - a live chat function that connects SAP customers to technical support experts instantly - helps resolve incidents nearly twice as fast as those reported through traditional support channels.

From simple to complex problems, Expert Chat enables SAP customers to get the help they need faster. Most notably, incidents that had required more than one interaction through traditional support methods performed best. Currently, the Expert Chat service is available for all support levels and almost all solutions.

"In today's digital economy, enterprises become 'live businesses.' As a consequence, they require the same real-time availability from their essential supporting functions. Long waiting periods or reaction times between problem and solution are unaffordable for them," said Andreas Heckmann, global senior vice president, Support Delivery, SAP. "Expert Chat provides our customers with instantaneous access to our top product experts, thereby considerably reducing the amount of time to get answers to their SAP product-related questions."

Unlike traditional ticket-based models, Expert Chat directly connects customers with support experts from SAP. Instead of filing an incident, customers can establish a real-time interaction with SAP's support organization, creating a faster and more direct route to issue resolution, which improves customer satisfaction while reducing project and operational costs.

Some more benefits of Expert Chat include:

  • Time savings : businesses that implement Expert Chat begin to experience significant increases in value from their maintenance and support agreements with SAP

  • Reduced downtime : Expert Chat has been proven to reduce considerably the amount of time businesses spend supporting SAP products, including resolving incidents and issues

  • Efficient issue resolution : through the Expert Chat service, SAP optimizes the support process by consolidating all necessary information at an early stage to solve an issue during the interaction or to deliver fast resolution if the issue requires deeper investigation

Customers can access Expert Chat through SAP ONE Support Launchpad, which provides a central place for users to access all support channels provided by SAP.



About EDS Technologies Pvt. Ltd.
 
EDS Technologies Pvt. Ltd. (EDST), established in 1995, is the largest PLM and Real-Time Visual Simulation solutions provider in India. EDST partnering with global leaders including Dassault Systemes, SAP, Presagis and VT-MAK provides CAD/ CAM/ CAE/ PLM/ ERP and 3D Visual simulation solutions, Training and on-site resources bringing in the most complete solution for any size and type of industry.

EDST's differentiation is its domain expertise, consultative approach and hands-on understanding of customer requirements required to drive successful implementations with world class training and technical support. With nearly two decades of experience, EDST has the largest customer base in the Indian market with more than 1500 customers from aerospace, automotive & supply chains, industrial machinery, high-tech and electronics, railways, infrastructure, consumer packaged goods, engineering service providers, defense, research and education sectors.
 
For more information log on to  www.edstechnologies.com