Get Ready for the Future: SAP Service Management Cloud Evolution

A Look Back: SAP CRM’s Legacy

In the late 1990s, SAP introduced technology that would define customer relationship management (CRM) for the world: SAP CRM. SAP on-prem CRM became the go-to for organizations worldwide, offering a comprehensive suite of sales and service management tools that catered to users across various industries. From Life Sciences to Utilities, SAP CRM’s breadth of capabilities made it the most used CRM solution globally for many years. Specifically, SAP’s Service management solutions built on SAP CRM has been deployed 1000s of times in varying degree of complex environments.

Built on a solid SAP ABAP architecture, SAP CRM’s Service Management module provided an array of solutions for Case Management, Omni-Channel Engagement, Field Service, and more. Its integration with SAP ECC meant that Logistics, Finance, and Procurement were all part of a seamless experience, enhancing the benefits of the CRM offering. The On-premise environment also allowed customers to cater to custom business requirements with a robust set of tools available within the SAP ABAP platform. Starting from the oft-maligned “SAP Gui” based user experience and evolving into the “Web UI”, SAP made strides in innovating in the On-premise world. Then came the advent of the Cloud and growth of SaaS based solutions.

A Shift in Models: The Introduction of Cloud

As digital ecosystems evolved, so did the preferences for CRM deployments. The cloud became the new model, offering scalability, flexibility, and continuous innovation. SAP, recognizing this shift, announced the retirement of their on-prem roadmap, setting a timeline for existing customers to transition to modern solutions by 2027, with extended support available until 2030.

So, What’s Next?

As a user of SAP on-prem solutions, you are likely considering:

• Is a move to SAP’s suite of cloud solutions a possibility?
• Are SAP’s cloud solutions a good next step for my business?

The answer is a resounding YES. SAP’s cloud offerings are not just a viable option but a strategic step forward from the legacy CRM system. The journey to the cloud is not just a technological upgrade; it’s a strategic move that enhances user adoption and accelerates the delivery of business value.

The Impact of Cloud on User Adoption

Moving to the cloud offers a more intuitive and accessible user experience, which is crucial for user adoption. Cloud solutions provide:

• Ease of Access: Users can access the system from anywhere, at any time, fostering a flexible work environment.
• Simplified Interfaces: Modern cloud interfaces are designed to be user-friendly, reducing the learning curve for new users.
• Regular Updates: Cloud solutions are updated regularly, ensuring users have access to the latest features and security enhancements.

Accelerating Business Value with Cloud Solutions

The adoption of cloud solutions not only improves user experience but also accelerates business value by:

• Scalability: Businesses can scale their operations up or down with ease, aligning with demand and growth.
• Cost Efficiency: Cloud solutions often result in lower upfront costs and reduced IT overhead.
• Innovation: The cloud enables businesses to leverage the latest technologies, such as AI and machine learning, to gain insights and improve customer service.

While the business benefits are clear, it’s important to understand the most efficient way to transition to cloud from legacy systems. VASS is here to help. Stay tuned for our VASS Insights blog series where our experts will walk you through:

1. SAP’s service solutions in the Cloud – SAP Service Cloud, SAP Field Service Management & SAP S/4HANA Service.
2. How to start and execute your Service Modernization journey
3. Object mapping from SAP CRM Service into the cloud solutions
4. Options for moving to SAP Service cloud solutions (in stages versus big bang).
5. Choosing SAP S/4 HANA RISE or GROW for your Service Operations

Find out how VASS’ expertise + SAP’s cloud solutions can revolutionize your service management experience. Contact us to assess your move to SAP cloud today.