Case Study: SAP achieves faster, more consistent customer support with SAP Signavio

SAP reimagines customer support with SAP Signavio, analyzing tens of thousands of customers

SAP, the software giant, faced a challenge in providing consistent and efficient customer support. Its processes, tools, and portals were fragmented across different solutions, hindering the support experience for its global customer base. To address this, SAP turned to its own vendor, SAP Signavio, utilizing its process intelligence solutions to analyze and reimagine its support operations.

The solution involved using SAP Signavio Process Intelligence and other tools to mine data from millions of customer support sessions. This analysis enabled SAP to redesign its support portal, unify processes, and introduce AI-powered self-service tools. The implementation by SAP Signavio led to enhanced customer service and measurably reduced issue resolution times.

SAP