When choosing an SAP Application Management Services (AMS) partner, an important area to consider is how you want to engage with them on a day-to-day basis. Different styles of interaction work better for different businesses. It’s important to consider what matters to you and find out if the providers you’re considering align with that.
As we briefly explored in our guide on ‘What to Look for in an SAP AMS Partner‘, engagement styles can vary significantly among SAP AMS providers. Some offer a more formal, structured or transactional approach that may involve little interaction between you and your provider. Others provide more flexible, consultative support where you’re more likely to be able to reach out for ad hoc guidance and advice, bypassing the formal ticketing processes. Understanding these differences is crucial in determining which style will best suit your needs and preferences.
If you have a high volume of tickets, a more formal approach is likely going to be well-suited for you, especially if those tickets are relatively low in complexity. If you want your SAP AMS partner to feel more of an extension of your team, with SAP experts available for your team to reach out to if they’re needed, a more flexible, agile partner may be better suited to you. A hybrid multi-partner approach is always an option too, if you want to get a good balance of the benefits of these different ways of working.
Once you have a clear understanding of your priorities, the next step is to explore how well potential SAP AMS providers align with these needs. For instance, do they offer the flexibility you require? Are their channels of communication convenient for your team? Do you want AMS consultants available for a quick message or call without having to raise a formal ticket first? Do you want to work with the same group of AMS consultants? How do they prioritise and respond to urgent issues?
It is always worth discussing your needs with potential providers and understanding their processes and ways of working. A provider that aligns with your preferred engagement style and integrates seamlessly into your daily operations can enhance the overall SAP AMS experience, leading to more effective issue resolution and greater satisfaction.
Read more about other key areas you should consider when you’re selecting an SAP AMS partner in our guide here. Get in touch with our SAP AMS experts to discuss your current setup and find out more about how our SAP AMS can benefit your operations and long-term SAP strategy.