SAP Engage

SAP, a global leader in the delivery and support of enterprise resource management software, seeks to improve the way businesses, big and small, run their day-to-day activities in order to increase efficiency, and ultimately, profitability. Given the far-reaching scope and massive scale of their typical customers, their software is understandably complex with a steep learning curve. This has lead to the development of SAP’s Active Global Support, or AGS network, which provides 24/7 support to SAP customers regardless of time zone. SAP is on a mission to grow their user base to 1 billion end-users in the next 5 years. As their user base expands, their support network must also evolve to meet rising demand. The challenge posed to this year’s ME310 team is to look into this evolution and better define what key changes need to happen in order for SAP to support 1 billion users.

A team consisting of three students from Stanford University in Stanford, CA, USA and four students from Trinity College in Dublin, Ireland has come together to work toward a solution to this very big challenge. Together, they developed a product called SAP Engage.

SAP Engage, we are able to put the dispatcher and customer virtually side-by- side. Creating a sense that SAP is “on your side” versus the more traditional face-to- face telepresence setup, the side-by-side telepresence is a system designed specifically for technical support. This simulates in-person support scenarios where both participants are focused on the problem in front of them, collaborating towards a solution. As a kiosk at every client’s office and as a quad workstation for support, our future vision is that SAP Engage will bring customer and support together to provide the ultimate experience in technical support.