Competition in the market for IT services is constantly increasing. Many providers offer similar solutions, but the key to a truly outstanding service is to reflect not only on our own accomplishments but also on the entire market. This helps uncover common weaknesses and sets a clear direction for improvement. Drawing on my 25 years in IT services, I describe here the principles we followed to design our SAP AMS service so that we become the most attractive option for potential clients (I support the resulting guidelines with practical examples):
1. The Relevance of Customer Service and Communication
Customer-centric communication
Both sides benefit from personalised, attentive, and empathetic customer service. For the provider, a thorough understanding of the task and active tracking of the process help avoid unnecessary dead ends. For the client, it means undivided attention, with their needs fully understood.
Example: Regular weekly meetings on service/application management and technical expert levels, ideally with fixed participants, to review all open items and tasks.
Flexible availability
A fast and efficient response from customer service is critical. The time at which a problem occurs must not become an obstacle for the client. It is important to ensure availability even outside normal working hours and on weekends as well, especially for critical incidents.
Example: We assign a dedicated service operations dispatcher to the client to be immediately available via all communication channels (ticketing tools, e-mail, phone) and to notify the colleague who is most competent in resolving the specific issue.
2. A Preventive Mindset
Proactive monitoring
The development of a service provider’s processes is best measured by successful preventive actions. The ideal state is when the client does not even need to report a problem — because the provider has already identified it. Frequent checks enable the provider to detect potential issues early on and propose preventive fixes and improvements. Beyond the obvious technical benefits, proactive monitoring plays a key role in building trust as well.
Example: Analysing detected/reported incidents to “draw patterns” that reveal what caused or may cause the issue and sharing these reports with the appropriate levels at the client to discuss them during weekly meetings.
Tailored recommendations
Once we understand the client’s systems and needs, we can propose new solutions that fit their specific context and vision to create real value for the project. This might be the introduction of new technology, a security solution, or a cost-optimising enhancement.
Example: If needed, involve an Application Service Manager who takes on certain architect responsibilities, such as deciding on transitions between systems (SAP ERP, S/4HANA) and managing the related tasks.
3. Transparent Pricing and Cost Efficiency
Competitive pricing
Pricing strongly influences the client’s decision. However, if the price–performance ratio of the options is realistic, the choice does not necessarily fall on the cheapest offer.
Example: Every single line item of service costs – and thus of timesheets and invoices – should be completely transparent, eliminating hidden costs and unexpected charges.
Flexible “packages”:
To serve diverse client needs, it makes sense to offer different service packages that cover multiple possible scenarios and expectations.
Example: For a small company, a package covering only core functions is likely to be a better fit, whereas a large enterprise is more likely to need extended services.
4. Fast and Effective Incident Resolution
Lightning-fast response times
Quick resolution is a basic and obvious client expectation. We therefore need to react to incident reports extremely quickly so that the start of troubleshooting feels like an immediate response to the problem.
Example: The above-mentioned dedicated resource in the role of service operations dispatcher, combined with an on-call setup, enables us to start working on the solution right away.
Meeting Service Level Agreements
The agreed response times form a key part of the contract with the client. Meeting them is the minimum requirement; exceeding them is the ideal. Reliability and accuracy are top priorities.
Example: Monthly service reviews where a key element is the transparent reporting of SLA performance. The reports describe the contractual targets and compare them against the actual values for the given period.
5. Continuous Innovation and Modern Solutions
Using the latest technologies
SAP is a rapidly changing IT domain that needs to be followed and studied. Only then can the latest innovations and most modern technologies benefit both the provider and the client. Staying up to date often brings tools into focus that significantly improve the client’s business processes.
Example: For a client’s SAP IS-U system, mobile-technology-based tools need to be integrated, potentially supported by AI-based solutions.
A continuously evolving service
Service quality must not stagnate at the level reached at go-live. Regular updates, new features, and ongoing enhancements keep the service as a living, evolving system.
Example: It is very common that we create new resolver groups, define new ticket types, involve additional experts, or introduce new services.
6. Close Partnership
Business consulting
Service is not only about technical support; it also includes close collaboration with the client and providing business advice. The goal is to make it clear to the client that their provider is not just a supplier but also a strategic partner.
Example: If needed, an architect can be involved in designing the strategy, improving business processes, and developing the related IT systems.
Regular meetings
To capture feedback on service quality, it is advisable to schedule regular client consultations. These help the service adapt actively to the client’s needs.
Example: Measuring client satisfaction in regular meetings with Sales or the account manager, monthly meetings with the Service Manager, and recurring weekly meetings at the application manager and technical expert level to review all open tasks.
7. Security as a Priority
Data protection and security
These two factors are critical for clients. It is therefore essential to recommend solutions with high security standards that guarantee data protection. This can be a major advantage, especially in industries where data security is business-critical.
Example: Strict control of access to development, test, and production systems. After involving the client, we define access rights in such a way that the provider usually works in development and test, while the client has access to the production system to safeguard data security.
Compliance with GDPR and other regulations
Compliance with legal and data protection requirements builds additional trust. It is important both to ensure and to communicate clearly with the client that the provider fully meets all relevant regulations.
Example: ISO certifications.
8. Client Stories and References
Showcasing positive references
In selling a service, previous feedback and evaluations play an important role. Both during the proposal phase and throughout the service delivery, examples from successful projects can be shared as proof of expertise and reliability.
Example: As soon as contract negotiations begin, we present similar services currently running at other clients. This allows potential clients to get answers to questions that they had not yet thought of.
Case studies
Detailed case studies on complex issues help potential future clients understand what the provider is capable of and how it can support their business.
Example: Our company recently created a case study on how we managed to reduce 500 new daily message queues in a client’s SAP EWM module within a tight deadline.
9. User Experience
Simplified processes
Clients appreciate transparent processes. When designing administrative tasks such as incident reporting or service requests, we must aim for simplicity so that they are easy to learn, easy to access, and truly user-friendly.
Example: Creating reports that can also be used in the client’s other processes (e.g. data in the reports can be easily copied and pasted into other reports).
Self-service options
A self-service portal is crucial, allowing users to resolve simple issues on their own. This can reduce pressure on the service desk and provide faster solutions for clients.
Example: For one client, we developed control algorithms that simplified monitoring activities and reduced the need for manual intervention.
In summary
An outstanding service is characterised by the fact that it
- aligns with the client’s needs,
- is reliable and transparent,
- offers realistic and competitive pricing,
- takes a proactive approach,
- delivers innovative solutions, and
- provides fast and effective support.
Our work is not just a service, but the creation and maintenance of a long-term, valuable partnership.
