Introducing SAP Agile Center of Excellence

sap-ace-logo

After several months of hard work, the Genesis Consulting team is excited to announce the launch of SAP Agile Center of Excellence (SAP*ACE)! SAP*ACE is a new business strategy we have designed and developed to help our clients by providing lightning-fast service for any and all functional and technical support needs. Our experience in the field has allowed us to build up a highly-skilled virtual network of SAP consultants who will be “on-call” and ready to react to any customer service request. Utilizing a lean and agile approach, our goal is to shorten resolution time and alleviate client expense as it relates to locating specific SAP skill-sets and on-site support.

Here’s how it works:

First, our clients will choose from a variety of service plans that will best suit their SAP support needs and purchase an allotted amount of virtual consulting hours. Once the client has identified an issue, they will log in to our SAP*ACE support platform and create a fully-customized service ticket that provides a comprehensive description of the issue. Then, according to inquiry type, industry solution, SAP application, and time-sensitivity, the request is analyzed by Genesis SAP*ACE administrators within our support platform and assigned to the best-qualified SAP expert.

The consultant will then be able to communicate directly and instantaneously with the client through the SAP*ACE help-desk platform to work to resolve the issue in a timely manner. Once the tickets are resolved and a service pattern has been established, we will then analyze those service issues and begin to provide adaptive training per each client’s request.

This process will allow for clients to optimize in-house resources by focusing on mission-critical issues rather than day-to-day operations. We will be able to utilize our knowledge transfer methods to effectively train client staff. We will constantly review the potential benefits of new SAP features and use our problem trend analysis to identify process improvement opportunities.

One of our SAP*ACE customers recently stated:
One of the main foreseeable benefits of SAP*ACE is increasing our customer’s profitability by reducing support costs. Our clients will receive remote full-suite functional and technical expertise for a fraction of the cost to maintain an in-house support staff. They will receive Life Cycle support – from immediate post go-live support to upgrades to new modules and more. For time-critical projects, receiving temporary resource help will help eliminate disruptions in cases where a client may have lost any key support personnel.

“We are excited to be subscribing to the Genesis SAP*ACE solution. Having a virtual network of SAP experts available without the expense of on-site contractors is very appealing. We also have been able to get key issues and problems resolved with the right experts in very short periods of time.”

Learn more about this new solution offering by visiting our website.