Co-Sourcing ServicesSM for SAP
Spinnaker Support Co-Sourcing services enhance your staff’s SAP capabilities with specialized expertise and services from our highly experienced co-sourcing professionals.
In contrast to the traditional concept of “outsourcing,” co-sourcing means that internal and external resources work in concert. Our co-sourced resources fill the gaps in your internal staff’s capabilities. We become an extension of your internal team while keeping the delivery transparent to your users.
Spinnaker Support managed services deliver a defined set of services either proactively or as needed, based on your requirements:
- Basis Administration Services
- Internal Support Services
As a user of Spinnaker Support’s co-sourcing services for SAP, you can also choose to add ad hoc services. You’ll have access to our full complement of SAP resources on a high availability, as-needed basis. We deliver ad hoc services remotely, within the context of a well-defined service level agreement.
Spinnaker Support Co-Sourcing provides superlative advantages, with a user-friendly and personalized approach:
Around the Clock Coverage
With support offices in North America, our infrastructure facilitates 24 x 7 x 365 delivery of our entire suite of Spinnaker Support Co-Sourcing Services.
Unmatched SAP ERP Expertise & Experience
Spinnaker Support Co-Sourcing team members average 15 years of experience delivering SAP maintenance and co-sourcing services. That means our teams truly understand the intricacies of the software and can resolve issues with the highest levels of accuracy and quality. Our elite-level functional and technical expertise covers all releases from the early days of R/3® Software to the most recent version ECC6.
And, when internal support teams shift and new team members emerge, Spinnaker Support’s engagement model ensures seamless knowledge transfer.
Custom Environment Support
Like all SAP software users, our Co-Sourcing customers have software customizations. We make it a top priority to learn these and how your business utilizes its SAP applications. Every new Spinnaker Support client is assigned a dedicated team of resources to sit side-by-side with the client team with the goal of identifying and understanding their unique environment.
By taking the time to do this up-front knowledge transfer, we can more quickly ramp up our services to deliver the special advice and guidance your users need to utilize your SAP applications effectively.
Fast, Accurate Issue Resolution
From basic questions to more complex inquiries, our Co-Sourcing teams have skill and expertise to provide accurate answers and resolutions in a timely manner. When you ask a question or report an issue during normal working hours, a professional from your dedicated Spinnaker Support team will be on the phone with you to answer questions or resolve an issue within in 15 minutes.
Comprehensive Issue Management, Tracking and Reporting
Spinnaker Support’s dynamic issue tracking system is backed by a powerful escalation engine. This guarantees immediate response from an appropriately skilled resource and provides real-time status updates to your issues. Our issue reporting capabilities are truly superlative, including sophisticated tools that deliver an accurate graphic representation of your case activity and our SLA metrics. These capabilities help us ensure we are meeting your expectations, and better yet, meeting your users’ expectations.
Extended Value-Added Services
The Spinnaker Support Co-Sourcing team can call on the expertise of Spinnaker Support’s maintenance team to enhance our value-added SAP support services to truly meet the extended needs of your enterprise.
A Support Partner Not a Vendor
Spinnaker Support is an extension of our clients’ support teams. That means building strong personal relationships with our clients’ users and IT professionals. This approach fosters successful support relationships based upon mutual trust, collaborative service, and an integrated support experience for users.
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