Performance Blog

SAP Business Planning and Consolidations (BPC) – What’s the right model for Support?

Blog by Performance Analytics Staff – Performance Analytics

Business Users expect the best – Can you provide it?

The Millennial Consumer has set the bar on support expectations. Online, mobile access, 24 X 7, immediate response all from the comfort of their loft-style futon. Millennials expect this service from their local gluten-free pizza joint and now this same service expectation is coming into the workplace with your business users. Business Users expect their Planning and Consolidation solutions to work and issues to be resolved immediately.   Can your support team alone provide this? Is it cost effective?

What’s the right balance between employees and consultants?

The goal for effective support is to provide the best possible support for your end users for the least cost. For every organization there is an optimal mix between reliance with your internal support team and external consulting team to provide high quality and low cost support. Unless you have one of those rare Mensa quality individuals with a can-do customer service attitude on your support team, the cost of being 100% self-sufficient can be very costly. The goal is to provide a balance between solving your everyday problems with your support team and having quick, timely access to the expert consultants for the more difficult issues.

Focus on your Business not Support

Performance Analytics provides a full range of Managed Services capabilities that can be tailored for your company. Whether you are looking for a fully outsourced Managed Support or just access to our team of experts on a moment’s notice when you are out of answers, Performance Analytics can craft a Support solution that works for you.

The managed support services offered by Performance Analytics provide the ability to manage and maintain your SAP BPC application and the related database system. Our Customer Response Center (CRC) offers comprehensive operation support services, including the following:

• Help Desk
• Applications and System Maintenance
• Management and Configuration Services
• Upgrade Services
• Technical Enhancements
• Software Vendor Bug-fix Coordination

Timely attention is key for your users. Our Incident Management process is aligned to the industry best practice of the ITIL framework. Incidents will be received through a variety of means including – phone, email and proactive monitoring systems. Performance Analytics provides a responsive Service Level Agreement (SLA) to ensure issues are attended and resolved quickly.

Regular operational meetings are invaluable to clients and result in a tighter alignment in responding to the daily demands of every organization. This regularly scheduled open forum ensures success across the operational teams:

• Support issues are reviewed including specific incident reports
• Roles and responsibilities are adjusted based on operational priorities
• Any issues or changes are addressed in a timely manner
• Maintenance scheduling is clearly communicated
• Recommendations on an new Software releases or support packages

The frequency of these meetings is normally monthly but can take place as frequently as every week during major changes.

Is Performance Analytics Managed Services right for you? Give us 30 minutes to see if we can provide your Business Users a better and more cost effective experience.