Best practices of SuccessFactors Support Strategies

Modifying and upgrading your existing suite of HCM solutions was among the most effective company decisions you took in the last quarter. The new system circumpasses the downsides of the earlier version, empowers the workforce enabling premium sustainability given the rapidly changing business requirements.

Nevertheless, neither time nor the technology remains the same, and once implemented the solution is bound to suffer bugs or issues. The same holds with SAP SuccessFactors. No matter how seamless is your suite functioning or just how remarkable it is its cloud integration, you would always need to tune the services and embed maintenance attributes to make sure hassle-free business operations.

In continuation of the above, concerns experienced within the facilities of SAP SuccessFactors needs to be resolved and further intimate to the support team. To make the most of these concerns and to have them fixed at the earliest, the one thing you need to highlight is on communicating as many details as you know about the issue to you to the support personnel. A better understanding of functions and mistakes help them grasp better and resolve quickly.

This is one instance and there could be numerous ways, where you need to connect with the support team to improve the existing SAP product. And foster a better option, the support team must use a strategic approach for providing post-launch service to the customers.

Need for Staff Support

To see to it that your cloud consumers drive optimal effectiveness from the HCM suite, you must address and answer all the questions in real-time, with prompt solutions. Also, it is essential to keep them updated on the knowledge of product release in a way that they remain abreast of attributes that add up after every launch. While all this is done by staff support, integrating one within your company helps you tweak your business operations and maximize its performance.

The designated support team comprises of the

• Admin users that interface solutions to the existing concerns,
• Operation experts that supply both function-based and process-based solutions, as well as
• A self-service mechanism which would be capable of solving almost 80 percent of all issues based on FAQs.
• Every one of these incorporates to offer outstanding assistance from SAP SuccessFactors.

Practices Undertaken For SAP SuccessFactors Support

To make sure the appropriate performance and seamless issue resolution, several practices should be embarked on to promote SAP SuccessFactors Support.

To Keep Your Human Resources system upgraded

To have the issues resolved at the earliest, you must maintain your team upgraded on the smallest details about the suite. Sharing the response time, or the security level of the system before raising a ticket provides a better view of the system.

In order to be heard and also when the ticket is raised or at the earliest, include as much information as possible. Some support teams may additionally expect a run down at the actions that wound up in encountering a bug. And this might consist of info about:

• The customer logged-in
• The employee( s) that were impacted by the issue
• The Screens or the transactions accessed
• The field changed in addition to the values they affected
• The expected result or behavior
• The actual result or behavior
• Date and time, when the issue occurred
• The necessary details of the contacts, consisting of the numbers.
• Any configuration that was executed and it associates with this location (if relevant).
• The investigation outcome into the issue (if applicable).
• Any kind of history of the concern that may have occurred in the past (if appropriate).

Also, figuring out the level of intensity beforehand helps in segmenting the problem in the best sense and so is shown the proper team. This aids early resolution as the issues are dealt with the one who has both experience and expertise in the domain.

Consider, for example, the intensity level P1 stresses slow downtime efficiency where the level P2 is accessible in regards to SAP SuccessFactors functions. Utilizing the SLA approach would be better to evaluate the support performance. Further, the performance review isn’t the only criteria for support and maintenance. The idea or understanding you have on the newly added features needs to be intense and help in finding a suitable collaboration ecosystem.

Mandated Global IT Management.

It is however important that your organization is in agreement with the IT guidelines. Every geographical location has its spec of laws, rules that regulate the data usage, followed by personal privacy and/or defense. It has just been two years that we saw the creation of protection regulations such as Europe’s General Data Protection Regulation (GDPR), as a personal privacy law or the ones connected to the cyberattacks such as Petya and WannaCry.

Also, it is very important that the stakeholders or your services IT partners stay adept such legislation and job to decrease the issues of compliance. Taking into consideration that SAP alone has more than 85000 workers around the world, the support team must indulge in supplying continuous assistance to the customers, one that stays at the same level as their requirements.

Single Vendor Relationship

Using a single vendor-consumer relationship is extremely important to hinder the incident of any type of sort of risk or communication problem with the support group. All the monitoring and the release are managed by a single partner, irrespective of the number of consultants function under that vendor.

Despite where you are or what type of organization you are part of, you would certainly suffer software program bugs and efficiency problems and it is not likely that you plan to arrange this by yourself. We think not!

Having a support team is extremely essential to cater to your end to end assistance requirements. One thing that you should be aware around is the level of data or details you show to the support group. We have highlighted this point previously and once again insist on its importance. The more you share, the much better they can decode the problem and then, undertake steps to recover the same.

Bottomline

We hope the information we shared in this article helps in accessing SuccessFactors support strategies. If you’re interested in more informative and engaging blogs on the topic, visit our website.
Also, at ZaranTech, we offer an online training program on SAP SuccessFactors. Feel free to browse through our course page for further details.