BusinessObjects users slam SAP customer support

MyCustomer.com writes.

That's according to the annual member survey, conducted by the UK and Ireland SAP user group, which reported that 57% of BusinessObjects users have difficulties using SAP's Service Market Place support portal, while 63% have difficulties finding relevant support information.

Additionally, the majority of SAP's flagship business intelligence users (87%) claimed that being able to influence the future direction of the product would add value to their organisations. According to the user group, the findings demonstrate a continuing need for better engagement and collaboration between SAP and BusinessObjects' customers.

CIO IN quotes Alan Bowling, chairman of the UK and Ireland SAP user group, as saying: “These figures show that there is still more work to do when it comes to supporting and communicating with BusinessObjects users.

“We have an important role in ensuring that they are able to effectively interact and influence SAP.”

Craig Dale, CE at the UK and Ireland SAP user group, adds: “We are working with the SAP customer experience team to see how they can improve the experience, and we are looking to put together a customer advisory council, set up specifically for the support portal.”

SAP says it understands those frustrations and is working to address them, CBR reveals.

A statement from the company says: “SAP takes any level of feedback very seriously... Our roadmap and activities are designed around direct customer feedback. In the case of the recent survey conducted by the UK&I User Group, we are already taking action.”

“The current SAP SMP Support Portal is under review and certain areas are undergoing a re-design. The customer experience team is using direct feedback to input into the initial designs. We are also creating a customer focus group that will be made up of SAP customers, to help us validate any new designs, layout, content structure and navigation - our aim is to provide a truly customer-centric online experience. We have listened, we are acting,” the statement adds.