Today's businesses need customer engagement. Engaging clients makes them happier and builds lasting relationships. SAP-implemented companies must have good AMS (Application Management Services) client engagement. This blog post will teach you how to interact with consumers efficiently.
Handshake with Leadership, Business Process Owners, Current SAP and IT team
Working with clients begins with shaking hands with leadership, business process owners, SAP team, and IT team. Understanding customer business processes, goals, and needs requires this phase. Understanding customers' businesses helps provide customised solutions. To ensure the project meets the customer's business goals, it's crucial to work well with the leadership team.
Establishing Ground Rules
Second, establish rules to involve customers. To ensure project scope, timetable, and budget agreement, ground rules are essential. To resolve issues fast, the client and AMS team must communicate clearly. To avoid confusion, specify roles and duties on both sides.
Definitions—Ticket, Incidents, L1, L2, L3, P1, P2, P3, Change Requests, Engineering Change Board
Defining AMS-related phrases is the third step in engaging customers. Some key AMS participation definitions:
AMS Process: Ticketing Tool, SPC, Escalation Matrix, Review Meetings, SLAs Reportings
The fourth level in consumer engagement is AMS. AMS process highlights include:
A "ticketing system" is needed to manage support requests. Consumers can generate tickets and track them, and the AMS team can utilise the platform to organise and prioritise support requests.
A single point of contact is needed for customer-AMS team communication. The single point of contact should manage communication, update customers on support requests, and escalate issues to higher-ups.
Escalation Matrix: An escalation matrix helps report critical issues to the relevant support level. The matrix should show how things can worsen and who manages each support level.
Retrospectives: The customer and AMS team should meet often to discuss support requests, issues, and improvements.
SLAs: SLAs should inform customers of AMS team service levels. SLAs should include response, problem-solving, and availability metrics.
Reporting: Customers should receive regular AMS team performance reports. Reports should include ticket counts, response times, and problem resolution times.
Constant Improvement
Continuous improvement completes consumer satisfaction. AMS should always improve their procedures. The team should work closely with the customer to understand how their business demands evolve over time and recommend strategies to address those needs before they even recognise them.
Conclusion
Effective engagement with customers is critical to the success of any AMS (Application Management Services) project. It is important to establish a good working relationship with the leadership, business process owners, current SAP and IT team, and other stakeholders. This can be achieved by setting ground rules, defining key terms such as tickets, incidents, L1, L2, L3, P1, P2, P3, change requests, and engineering change board, and following the AMS process which includes a ticketing tool, single point of contact, escalation matrix, review meetings, and service level agreements reportings. By doing so, customers can have confidence in the AMS team’s ability to manage their applications and deliver high-quality services that meet their business requirements.
In conclusion, effective engagement with customers is critical to the success of any AMS project. By establishing a good working relationship with the customer's leadership, business process owners, current SAP and IT team, and other stakeholders, setting ground rules, defining key terms, following the AMS process, communicating regularly, collaborating effectively, and continuously improving their services, the AMS team can deliver high-quality services that meet the customer's business requirements and expectations.