The document discusses SAP Ariba unveiling an all-new customer support portal and enhancement request model. It provides an agenda for presentations on the new support portal, demonstration of the portal, introduction of the new enhancement request model, and demonstration of the model. The goal is to improve user experience, encourage self-service and learning, and improve collaboration. The new model aims to empower customers to collectively submit and vote on product ideas to help identify the most desired innovations.

1. PUBLIC
Leigh Interthal, SAP Ariba (SAP)
Kristen Reynolds, SAP Ariba (SAP)
June 2017
Unveiling the All-New SAP Ariba
Enhancement Request Model and
Customer Support Portal

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Welcome and Introductions ( Kristen Reynolds, 5 minutes)
Introducing New Support Portal (Leigh Interthal, 10 minutes)
Connect 3.0 Demonstration (Leigh Interthal, 5 minutes)
Introducing New ER Model (Kristen Reynolds, 10 minutes)
ER Model Demonstration (Kristen Reynolds, 5 minutes)
Q&A, Closing Survey Feedback (Both, 10 minutes)
Agenda

3. Introducing New Support Portal

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Connect 2.0

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Improve the user experience and provide an intuitive user interface (UI)
 Responsive UI for ease of use on a variety of desktop or mobile devices
 Popular actions and functional tiles on home page
Encourage learning and self-service
 Improved search bar on the home page that searches across all knowledge articles available on the portal
(FAQs, technical solutions, and product documentation)
 Simplified search results to help ensure relevant articles are found based on specific search criteria
 Active search embedded in the creation of a service request
 Ability to collect flagged content while investigating an issue
Improve collaboration with support
 Customizable, tailored content based on SAP Ariba product subscriptions
 New service request forms for different types of requests
Our goals for Connect 3.0

6. Connect 3.0 Demonstration

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Connect 3.0

8. Collaborative ER Model Introduction

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Purpose of the new collaborative enhancement request (ER) program
Enable a totally new collaborative feature submission and voting model for
SAP Ariba cloud solution buyers and customers
Our plan
 Empower the community to collectively submit and vote on innovation
 Transparency into the selection process, reducing “black hole” effect
 Effectiveness for product teams in identifying ideas/ERs for road map
Driving
principles
Transform SAP Ariba ER program to bring higher satisfaction and the most-
desired innovation improvements to our customers and community
Mission
Targeted to on-demand/cloud customers and migrating on-premise customersSolutions

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Ranked (by votes)
CURRENT model: 1x customer = 1 request FUTURE collaborative model: 100x customers = 1 request
Top voted (accepted ideas)
Status updates on ideas above
minimum vote threshold
Low to no ranking
Individual
customers
Feature requests Feature requests
Collaborative enhancement request model
 One customer submits an idea and other customers can vote on its relevance for them
 Ideas must meet a minimum vote threshold to be consider for review
 Customer collaboration encourages quality feature requests
 Prioritized ideas list enables a scalable way to evaluate the most desirable ideas
 Customers can follow an idea for transparency on status of ideas – updated by SAP Ariba team
 Ideas not accepted for road map after three cycles (quarterly cycles) are auto-closed
Current model
 Customer submit feature request independently of each other
 Many duplicates created
 Difficult to consolidate similar ideas
 Lack of idea status transparency due to effort in
updating sheer volume of ideas
 No ability for customers to collaborate on idea development
Leave till reach minimum
vote threshold or expire
Introducing SAP Ariba collaborative enhancement request model
Coming second half of 2017

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Current ER interface

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Demonstration: Idea submission in SAP Innovation Management
Simple contribution
of ideas and inventions

13. Next Steps, FAQ, and Audience
Questions

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2017 collaborative ER program next steps
Q1 pilot voting
cycle close –
Friday, March 31
Product
manager review
of votes and
evaluation of
road map
Closing results
Webinar for pilot
customers: “Q1
Voting Results,
Ideas Accepted
to Road Map
and Program
Retrospection”
Opportunity for
customers to
join early
adopter
program:
May/June
Early adopter
program launch:
Q3
Migration of
customers to
new ER tool:
Q4
Complete Current state
Milestones
second half 2017
New ER solution
live for all
customers on
Connect 3.0:
New Year 2018
Any customer interested in being an early adopter of the solution please e-mail: K.Reynolds@sap.com
Global go-live
Q1 2018

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What will happen to my existing ERs in the current tool?
We will run both ER tools throughout the phased rollout. Customers have the option to load existing
ERs into the new tool to be voted on. In some cases, for ERs widely requested by the community we
will preload into the new system for customers to vote on.
Can we have multiple delegates voting in the system?
Yes – we recommend one person to represent the company, but we understand that multiple users may
be needed.
How will votes for ideas and innovation be weighed?
Votes will be weighed on total number of customer votes or likes. In order for ideas or innovation to be
reviewed, we are driving toward 10% of the community to vote as a standard minimum threshold.
Will my ideas be reviewed by product managers?
Each idea is “acknowledged” by the SAP Ariba team. A detailed review will occur for ideas that surpass
the minimum voting threshold (noted in above question).
FAQs

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Please Complete Session Survey
Locate Session Click Surveys Button Select Breakout Survey Rate Session

17. Thank you.
Contact information:
Kristen Reynolds
Senior Director, SAP Ariba Product & Innovation (SAP)
Palo Alto, United States
k.reynolds@sap.com
Leigh Interthal
Senior Director, SAP Ariba Support Organization (SAP)
Pittsburgh, United States
Leigh.Interthal@sap.com