Your Partner in successful SAP business solutions
How does it work?
Customers purchase a bucket of support points based on current requirements and budget, instead of having a fixed-price contract. Customers have the option to decide on how to use these points and pay accordingly on a monthly basis.
Fifty percent of the monthly support points can be carried forward to the next month – perhaps to allow for a month-end run - and 50% of next month’s allocation can be used in the current month. A percentage of the value of unutilised points at the end of each quarter is refunded as a rebate.
The number of points used for a support call could vary by as much as 40% depending on the complexity and urgency of the support call. The ability to plan requirements and monitor usage will therefore save costs.
How do we empower our customers?
A web-based call logging system provides customers with a real-time view of support activity and points used. It allows customers to drill down into the detail, to identify problem areas such as gaps in user skills. In this case further user-training could reduce the number of support points that are taken up with basic queries.
Depending on priorities, customers can use support points for enhancement and optimisation initiatives that will improve the business or create new opportunities, without incurring additional consulting costs.
The Application Management House support consultants have extensive experience that spans all SAP solutions across different industry sectors.
Support consultants transfer their knowledge and skills to internal support people and are incentivised to drive improvements in the customer’s business by, for example, suggesting process improvements or additional use of system functionality.
What are the benefits and our differentiators?