Nicolas Schobinger | Optimizing the Customer Experience: How to Deliver the "Wow Factor" through service optimization!
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SAP Services generates over 3.3 billion Euro in revenues annually from over 15,000 engagements with 70% of 15,000 consultants having over 12 years of experience across 60+ countries. The document discusses how SAP Services leverages best practices to optimize customer experience through asset reuse, project risk management, and services sales channels, delivering results such as a 16% increase in pre-assembled assets, 3 percentage point increase in margins for certain projects, and over 300 million Euro in
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Nicolas Schobinger | Optimizing the Customer Experience: How to Deliver the "Wow Factor" through service optimization!
- 1. Optimizing the Customer Experience: How to Deliver the "Wow Factor" through service optimization! The SAP Services Wow! Nicolas Schobinger | SAP 03.18.2014
- 2. 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
- 3. to unlock the value of SAP’s software solutions Key… 3
- 4. 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….
- 5. 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
- 7. 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
- 8. Few examples 8 TSIA diagnosis - opportunity for improvements Asset reuse and project pre- assembly Project Risk management Services as sales channel 8
- 9. 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)
- 10. 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
- 11. Contact Information Nicolas Schobinger Head of Global Strategy & Execution, SAP Services nicolas.schobinger@sap.com 11