South Africa was one of the first countries earmarked by the world`s leading provider of enterprise application software, SAP, for ISO9002 certification of its tools and procedures. The certification has recently been completed, and the process is benefiting local customers through improved problem resolution and increased customer satisfaction.
The certification is rolling out worldwide through an independent German company, Cetecom. SAP customers in countries globally will have the security of identical, quality-approved procedures and tools.
"The ISO9002 certification is another major milestone in SAP`s continued commitment to top quality support for its customers and fast problem resolution," says Claas Kuehnemann, SAP Southern Africa general manager - services. "It enhances SAP`s existing customer service initiatives, including sophisticated remote support and the TeamSAP goals."
SAP is renowned within the ERP market for its market-leading use of remote technology. Its Online Service System (OSS), used by nearly 90 percent of SAP customers, is a sophisticated online communications mechanism for error messages, problem solutions and dialogue between SAP and its customers.
The strategic initiative TeamSAP involves four key objectives for customer satisfaction and success. These are individual solutions, speed of implementation, cost-effectiveness and outstanding quality. To achieve these goals, SAP has a sophisticated global support infrastructure with different levels of support, including proactive process monitoring and strict internal support level agreements.
The company is also signing a steadily growing number of support alliances with its major hardware, database, network, operating system and VAR partners.
"Together they carry out the vision of one point of contact for the customer, for any kind of problem," says Kuehnemann.
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