The significant results of cloud contracts
The third quarter of the year revealed impressive performances for SAP, particularly in the cloud segment. The growth rate stands at 25%, while cloud ERP shows an even more pronounced increase, reaching 36%. This momentum has led to an optimistic adjustment of forecasts for the coming year.
More than 7,700 customers have engaged with SAP’s cloud ecosystem globally. Among them, France counts 135 customers on RISE S/4HANA Private Cloud and 61 for GROW S/4 HANA Public Cloud. Large companies such as Schneider Electric are strengthening their collaboration with SAP, highlighting the growing commitment to these solutions.
Optimistic market outlook
The outlook for the sector remains encouraging. Observations since joining SAP underline the necessity for companies to modernize their technology infrastructure. Increased flexibility and better innovation capability are becoming priorities. For France, higher growth rates can be explained by a catch-up effect.
The role of artificial intelligence is emerging as a driver of this transformation. The quality of data appears to be a determining factor for such improvements. Investments in AI are a priority for companies, often deemed more urgent than other strategic concerns.
Adoption and experimentation of AI solutions
French customers show a strong interest in AI-based solutions. Currently, the country is going through a phase of cultural adaptation and testing. A deeper understanding of SAP’s offerings is beginning to emerge, although some customers aspire to rapid deployments. The next six months should favor experimental phases.
Despite this, the integration of AI into customer contracts is progressing rapidly. SAP allocates 20% of its revenue to research and development, illustrating a proactive approach toward innovation. Over the past year, this amount has reached €6.3 billion, demonstrating substantial commitment to the future of businesses.
Goal of leadership in AI
SAP aims to become the global leader in business AI by next year. This ambition is reflected in the integration of AI at various levels of products. The CoPilot assistant facilitates simple tasks, while specialized agents developed during the TechEd event represent a major advance in data processing.
Collaborations, such as with Mistral AI, strengthen SAP’s position in the market. By offering European language models within its Business Technology Platform, SAP addresses the crucial issue of data sovereignty, a current topic for customers.
Value creation and impact of solutions
The real question lies in the ability of companies to extract real value from AI tools. Several “early adopters” find themselves disappointed, particularly concerning the high costs of solutions like CoPilot. The necessity to demonstrate the impact of SAP software becomes more pressing than ever.
A comprehensive study conducted by the Asterès firm on 1,600 French customers highlighted a revealing figure. The use of SAP solutions generates added value of 5% for companies, amounting to nearly €2 billion in France. A satisfaction index, rating the use of solutions on a scale of 1 to 10, has also been established. Each point increase can translate into a 2% increase in productivity.
Specific advances in generative AI
AI proves to be a significant catalyst for this added value. Clear processes such as automating debt collection illustrate its effectiveness, significantly improving cash flow while reducing operational costs. SAP creates benchmarks to prove this value directly to customers.
The SAP CoPilot, with its natural language interface, simplifies the use of ERP, allowing for an optimized user experience. It relies on precise and relevant data, addressing more business issues than mere administrative considerations.
Varied adoption domains and functional disparities
Different sectors adopt AI at varying paces. Finance, for example, has already integrated AI into its processes. Nevertheless, many tasks remain manual, creating significant automation potential. The finance function can still benefit greatly from generative AI, despite the advances already made.
Human resources also stand out with the integration of Joule. This application accelerates tasks such as writing job descriptions. Customer service, for its part, utilizes agents to automate many processes, thereby changing workforce expectations and redefining traditional roles.
Frequently asked questions
What impact does customer support have on SAP France’s business strategy?
Yes, customer support is essential for SAP France’s business strategy, as it fosters a trusting relationship that promotes loyalty and innovation.
How does Olivier Nollent envision improving customer relationships within SAP France?
Olivier Nollent emphasizes active listening to customer needs and continuous improvement of services to ensure that the proposed solutions are always aligned with market expectations.
Why is it crucial for SAP to adopt a customer-centric approach?
A customer-centric approach allows SAP to understand the specific dynamics of each sector, facilitating the adaptation of solutions to effectively address their particular challenges.
What specific initiatives is SAP France taking to support its customers?
SAP France regularly launches training programs, webinars, and personalized consultation sessions to help clients maximize the use of SAP solutions.
How is customer support a differentiating factor for SAP in the market?
Customer support becomes a differentiating factor by allowing SAP to stand out through the quality of its relationships and the success achieved by its clients through the implemented solutions.
What are the growth projections related to improving customer relationships at SAP France?
Olivier Nollent predicts that improving customer relationships could lead to significant growth in satisfaction and engagement rates, consequently resulting in a notable increase in clientele.
How does SAP France evaluate the effectiveness of its customer support?
SAP evaluates the effectiveness of its customer support through key performance indicators, such as customer satisfaction, retention rate, and the economic impact generated by SAP solutions.
What role does artificial intelligence play in customer support at SAP?
Artificial intelligence enables SAP to analyze customer data and automate certain interactions, making support faster and more relevant for each customer.
