User support – Our keys to success

Providing excellent user support for SuccessFactors platform is crucial for ensuring a smooth and productive experience for both administrators and end users. For this reason, at TeamPeaks we are committed to implementing robust help desk systems for all our customers which adopt the SuccessFactors solution.

As part of our 2024 business objectives, we established the goal of excelling in second-level support for our clients. More precisely, we decided to match the target score for each parameter that we set internally, according to our experience, as a measurement of our help desk proficiency. With a pinch of pride, we can say that we succeeded.

Let’s read some numbers.

As you can see from the table, in 2024 we resolved and closed more than 1,700 incidents for our clients. The projects we support involve very large user populations and high-volume business processes (for example last year a total of more than 7 million completions of learning activities were achieved). Out of the major parameters we identified, we met our target for two of them, while we exceeded expectations with the other five. Just to name a few results:

Almost the totality of incidents was updated at least once per working week.
The average resolution time for incidents was less than five working days.
A first response to the incident was provided within 15-20 minutes.
Finally, the vast majority of incidents fulfilled SLA (Service Level Agreement).

Now, if these results can be considered impressive, what are the keys to this success? We can collect three best practices that help us to ensure high-level support for users:

Be both responsive and proactive: We ensure that user enquiries are addressed timely, so that users feel that we hear and prioritize their concerns. Moreover, we strive to address and resolve potential issues before they change into serious problems.
Make the most of resources: We extensively utilize – and learn from – every resource provided by SAP: how-to guides, video tutorials, and community articles. More than that, we create and maintain knowledge entries, which encourage users to help themselves.
Share knowledge with the team: We realize that support for users is not a solitary activity, but a collective enterprise of a work team. A new issue that you are faced with might be already known by your colleagues, so we are not afraid of asking or sharing.

Based on our experience, effective support contributes to creating a helpful and efficient environment for users. By applying the above-mentioned best practices, we can promote a positive learning experience for learners. Additionally, we can grant easy learning management for administrators. Overall, high-level support can enhance their learning experience.

Have you also had experience with customer helpdesk?

Do you agree with the keys for successful user support?

We are more than happy to discuss insights with you!