How Digital Business Services Aim To Deliver Maximum Customer Value

Michael Kleinemeier

The digital economy is changing the way businesses work and serve customers, and the pace of that change is accelerating. Traditional processes and practices are giving way to methods designed to meet customer needs faster. Business services must do no less.

According to Leaders 2020, a recent Oxford Economic study commissioned by SAP, one of the main qualities of digital leaders is that they leverage digital technologies for improved decision making. This is the same for customers. They need digital business services that help them achieve maximum value, as quickly as possible, with minimum risk.

Industrialized services deliver value faster

One of the key ways to meet these goals is to industrialize business services. By using a “model company” approach that defines the majority of processes for each industry or line of business, companies can create reusable, renewable services that are delivered quickly and cost effectively. Consultants can focus their efforts on the missing pieces identified during a fit-gap analysis, with a resulting reduction in implementation complexity, time, and cost.

For example, a large global transportation and container company used the model company to cut down its build time from 11 months to four. By using the best practices already included in the model company, this business was able to reduce both the amount of custom code and unnecessary modifications. By working closely with its consultants, the company identified and filled the function gaps.

Intellectual renewal leads to innovation

The industrialization of business services delivers value to both service providers and their customers. Highly refined deployment processes free consultants’ time and energy to focus on innovation and creative problem solving. When consultants see which modifications and adjustments deliver incremental value to customers, they can bring their learning back to the software development team.

Companies should look for consultants who understand both the breadth of business and the specifics of their industries and who possess both deep technical skills and the ability to help customers solve their problems – people who can receive and share knowledge. That knowledge informs successive generations of business products and helps ensure that solutions support current and evolving business processes.

Working in this way reduces complexity and speeds the time to value for solutions and the overall business. This simplified, end-to-end, continuous learning process also helps companies move forward with their own digital transformation.

Business outcomes must be the top priority

By focusing on business outcomes and customer successes, digital business services can help companies cast off traditional structures and innovate. In Mexico, medical and hygiene product supplier Nadro used value assurance packages to implement a new business solution. With accelerated response times, faster throughput, and higher end-user satisfaction, Nadro sees this solution as the foundation for its digital transformation.

There are many more stories of how companies are using digital business services to evolve, unleash new value, and ensure business continuity. In the coming weeks, our team will describe:

  • How an industrialized services approach can help companies navigate their digital transformation journey
  • People, processes, and technology needed to support a successful transformation strategy
  • The need to focus on value and business outcomes during the digital transformation journey
  • The future of support services in the time of digital transformation

Helping customers realize their desired business outcomes while completing a successful digital transformation is our top goal. To learn more about our next-generation delivery models, read about our SAP S/4HANA Value Assurance service packages.


Michael Kleinemeier

About Michael Kleinemeier

Michael Kleinemeier is a member of the SAP Executive Board of SAP SE, leading the SAP Digital Business Services organization.