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This was an introduction to a panel discussion during Technology Services Europe 2014 conference in Munich. Its a short description how SAP Services improved it's asset re-use, project risk management, and cross-selling.
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Optimizing the Customer Experience:
How to Deliver the "Wow Factor" through
service optimization!
The SAP Services Wow!
Nicolas Schobinger | SAP
03.18.2014
By the numbers…
4
3,300+
15,000
70%
areas: Consulting, Education, Custom Development, Premium Engagements
million Euro revenues
consultants
with 12+ years of experience
15,000
1,000,000
engagements annually
days delivered annually
60+
countries with local presence
to unlock the
value of SAP’s
software solutions
Key…
3
Best in class
4
“Overall, SAP is running a best in class
embedded PS organization. “
“Project margins and operating profitability
are at the top industry benchmark data. “
“SAP has implemented best in class infrastructure
to support the Services business.”
TSIA PS Operational best practices diagnostic Executive Summary, Dec 2012
Quotes from a renown Association….
Receipt for success
1 Stay relevant
2 Transform
3 Quantify yourself
For the Customers, for the Corporation
Dedicated operation, deliver execution proof
Metrics, measuring, benchmarking, sharing
5
Leveraging TSIA’s OBP
6
Best in class
7
TSIA PS Operational best practices diagnostic Executive Summary, Dec 2012
Outcomes from a renown Association….
Process Benchmarking
Quality
Adoption
Profitability Benchmarking
Project
Net OI
SAP
SAP MKT
MKT
SAP
strong
18%
40%
consi-
stent
SAP
Few examples
8
TSIA diagnosis - opportunity for improvements
Asset reuse and
project pre-
assembly
Project Risk
management
Services as sales
channel
8
The Wow!….
9
Asset reuse and
project pre-
assembly
Project Risk
management
Services as sales
channel
• +16% yoy of pre-
assembled assets
delivered
• +3 pp of margin for
projects in A2O model
• Zero profit dilution
(market best)
• 120 mEUR operating income
mitigated
• Lead platform
• 300+ mEUR incremental licenses
(170 won already)
The Wow!….
10
Asset reuse and
project pre-
assembly
Project Risk
management
Services as sales
channel
• +16% yoy of pre-
assembled assets
delivered
• +3 pp of margin for
projects in A2O model
• Zero profit dilution
(market best)
• 120 mEUR operating income
mitigated
• Lead platform
• 300+ mEUR incremental licenses
(170 won already)
Reduced Customer risk, increased satisfaction
Protected financial performance
Anticipated shift to industrialized delivery models
Buy-in and commitment thru visible results
Contact Information
Nicolas Schobinger
Head of Global Strategy & Execution, SAP Services
11
