Change is inevitable – except from a vending machine.
Changing your SAP Partner can be a scary proposition and the need to be back in a steady state with minimal disruption is vital to the smooth running of your business.
There are many SAP support partners out there and each will have their own unique selling points. You will want the assurance of working with a partner that has proven credibility, expertise, and who will put your needs first. As an award winning SAP Silver Partner, G3G understand this. We have undertaken all types of transitions and come across all imaginable issues…and probably some that you couldn’t.
SAP Support is in our DNA at G3G and we continually strive for the highest levels of client satisfaction. We know that when it comes to SAP support, what works for one customer may not work for another and we have the expertise and flexibility to find a solution to suit your unique needs.
In this blog, I will look at the importance of keeping the time and cost of transition under control, client updated regularly, following a tailored transition plan and having the right people in place throughout to ensure a successful transition into a steady state.
Triple ‘A’ Approach
Depending on the size and complexity of the system, and taking into account the scope of support, transitions can vary enormously in time. However, with our experienced SAP Consultants and Transition Managers we aim to keep the transition period as short as possible but without cutting any corners in quality. In order to provide this flexibility, G3G have different levels of transition type. Activate, Assimilate and Accelerate. This Triple A Approach allows G3G to use the appropriate methodology that most suits your needs.
Activate – A Service Delivery Manager owns the process and takes typically 3-5 days for information gathering and system set up.
Assimilate – A Transition Manager owns the process. G3G Consultants are embedded into the project during UAT/ELS. G3G Consultants document the solution and knowledge share to the wider G3G team.
Accelerate – A Transition Manager owns the process. Information gathering per functional area are issued in advance of on-site meetings, they help prompt discussion to capture processes, bespoke developments and batch jobs. Additionally, as part of the accelerate method, our Consultants create Value Maps to identify areas of improvement and make recommendations to achieve an ideal state.
It is important from the outset to have the right people in place to ensure a successful transition. Depending on your specific needs, G3G assign a Transition Manager or Service Delivery Manager to your account who will work with you and your team to create a Transition Plan. They will coordinate and track the progress of the transition and be the main point of contact throughout the entire process, ensuring continuity and the speedy resolution of any issues.
The Transition Manager will identify the technical and functional resource required to undertake the necessary knowledge transfers. Another key responsibility will be to highlight and document any risks or issues and manage these throughout the process.
Collaboration is the key
A collaborative approach is key to a successful transition and another important task that our Transition Manager undertakes is to work with you to identify all critical business processes, to agree and document key performance indicators (KPIs) and to agree the critical success factors (CSF) of the transition itself.
It is hugely important that you nominate someone to work with our Transition Manager to help resolve any resourcing or priority conflicts, which may otherwise impact on the transition process. We will work with you to agree the standards to be followed and support the development of the Transition Plan.
Your nominated Transition Manager will work closely with the G3G Transition Manager to agree call logging procedures, service level agreements and reporting mechanisms. They will facilitate any knowledge transfer sessions with an incumbent supplier and help with the completion of any outstanding documentation.
It is important that the support service change-over is communicated within the business and that end-users are consulted and advised of any new processes. Our Transition Manager would be responsible for communicating and supporting the go-live from a G3G perspective internally to ensure that our support teams provide a seamless go-live.
To ensure a thorough transfer of knowledge has taken place, our technical and functional consultants will review client completed knowledge transfer module questionnaires, for the Assimilate methodology, and in all cases will undertake knowledge transfer sessions. Face-to-face meetings with your key stakeholders have the additional benefit of building strong relationships from the outset. Our consultants will review business process and procedures, including blueprint documents and functional and technical specifications. This ensures clarity around the system functionality and key processes. They will also review and understand the interfaces and batch jobs in place and review configuration notes. The team will then transfer the knowledge gained to the wider G3G consulting community. This will ensure that the go live into BAU will be a smooth as possible with quicker turnaround times on incidents and changes, allowing you and your team to concentrate on running your day-to-day business.
We believe there are many benefits to having a mature transition process in place and in transitioning your support to G3G itself.
Our Transition Managers are highly skilled and are able to take much of the stress out of the process by understanding the key activities required to enable a successful transition. We have a robust, mature and repeatable methodology in place that is flexible to your unique requirements. Our consultants have worked on many different SAP systems and have a depth of knowledge that allows them to quickly understand and learn how your system and processes operate. An additional benefit is that during the knowledge transfer phase, our consultants are already looking at how the programs and processes could be improved to make your systems work more efficiently.
By working closely with the customer throughout the process, strong relationships are developed putting you and your business at the heart of things. From experience, our open and honest approach creates long lasting partnerships based on trust and great customer service.
Transition is by default a necessary period of change, usually from one SAP support partner to another, or from a large project into a BAU support state. Either way, this can be a worrying time for you and your team. If you’d like an informal chat about any areas we can help support you please get in touch.