Demonstrating industry leadership in internally delivering core HR applications, SAP AG today announced that SAP Shared Service Framework software has been recognized by Shared Services & Outsourcing Network (SSON). SAP uses its own ERP software to provide services for human resources (HR) processes to SAP employees as well as to HR business partners. In winning awards for both Excellence in Customer Service and Excellence in Culture Development, SAP distinguishes itself as a leader in improving key technology solutions, being transparent on customer issues and in having persistence in resolving process gaps to help ensure sustainable solutions.
SAP was recognized for Excellence in Customer Service based on the successful execution of initiatives developed to increase customer satisfaction — in this case, that of employees — and expand the service portfolio of the shared services center without additional cost. As a result of the initiatives, customer satisfaction scores from SAP employees increased on average from 8.5 to 9.5 out of 10. Additionally, given the company’s position in the market, SAP has become a real-world showcase for the use of its SAP Shared Service Framework software in a shared services environment. This gives HR exposure to the revenue side of business as the organization supports sales initiatives through customer interactions showcasing how “SAP runs SAP” and becoming a trusted advisor for both customers and partners.
SAP was also recognized for Excellence in Culture Development, based on an evolution of the HR culture at SAP Shared Services, which was initially created to provide general employee services, data maintenance and help desk support during an SAP employee’s work lifecycle. However, the recent work focus due to business demand for globalization, standardization, process efficiency and automation, led to the transformation of the existing transactional culture to a leadership/talent culture known for excellence in service and people development. As a result, basic decisions now happen without the drag of a long approval chain of command, while an HR talent pipeline is being built as the organization continues to maintain the highest customer satisfaction ratings for services provided using the SAP Shared Service Framework in the world.
“SAP employees are proud of our SAP brand and software. Through our HR shared services powered by SAP Shared Service Framework, we experience the value and strength of our internal HR systems every day,” said Luisa Delgado, member of the Executive Board of SAP AG, Human Resources. “Employee feedback on the updates we have made that led to these awards has been overwhelmingly positive. With these two awards, SSON elevates SAP’s position in this industry and brings tremendous recognition for the hard work and commitment of all colleagues.”