Gartner Research

Use SAP's New Expert Chat Service to Accelerate SAP Product Problem Resolution

Published: 01 February 2017

ID: G00315571

Analyst(s): Duy Nguyen , Derek Prior

Summary

SAP introduced the live Expert Chat feature in June 2016 to offer real-time, interactive technical support for SAP applications. SAP application leaders who are planning a transformation to postmodern ERP should evaluate the accelerated problem resolution that this will bring.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Using SAP Expert Chat will considerably reduce the time taken by teams involved in supporting SAP products to resolve on-premises and cloud ERP incidents and defects
  • Time savings created by SAP Expert Chat will allow application leaders to demonstrate greater perceived value derived from all SAP maintenance and support agreements
  • SAP Expert Chat uses a smart communication framework and cognitive computing that will help support teams to resolve complex incidents and improve user satisfaction

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