SAP launching better support for BusinessObjects customers

SAP shops know that their vendor has spent a lot of time and energy on the marriage between the enterprise software they run and BusinessObjects.

But the BusinessObjects-sans-SAP customers have felt more than a little jilted since the acquisition. Many were turned off by a bad support experience when they were moved to SAP Service Marketplace from their own website and were frustrated they had little visibility and say over product roadmaps.
 
Now, SAP is launching a number of initiatives geared toward improving and enhancing relations with those thousands of BusinessObjects customers who don’t run SAP. These include a team of 16 people dedicated to ensuring the BusinessObjects customer have the best overall customer experience, a hotline any customer can call for help with account management questions or with reaching their assigned SAP sales executive, and a website that will allow users to pitch and vote on product improvements. Customers can now find information on all of this in one place: the SAP BusinessObjects Customer Experience Workspace.


Some customers say that it’s not too late, and they are encouraged by SAP’s efforts to address past missteps.

When SAP acquired BusinessObjects more than three years ago, there was general unease about being taken over by such a large company, customers interviewed said. Then, in July 2008, SAP moved users from the website they used for support and communication, known as Diamond, to SAP’s Service Marketplace on SDN, billing it as a better offering.


Information on everything is available on the BusinessObjects Customer Experience website.

 
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