Support
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SWAN – Experts for Your System Performance
By successfully implementing your SAP logistics solution, you lay the solid foundation for consistently high performance of your intralogistics and associated processes. Regular maintenance and update intervals, which also include an examination of customer-specific programming, ensure consistently high quality in the input, inquiries, and evaluations in your system.
Our service experts accompany you and your employees throughout the entire project life cycle: from project initiation, through go-live, to long-term support takeover. In addition to customers for whom we have already managed the migration project, we also include customers from other project houses in our service and support provision.
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We support you in continuously optimizing your process performance.
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Customer Life-Cycle Support
We rely on personal support and direct exchange with you and your project team. Already at the beginning of the project, we provide you with a Key Account Manager. This person is your dedicated SWAN contact for process and software optimization, coordinating project support throughout the customer lifecycle.
For the productive start of your project, you will receive a tailored ramp-up service, which includes an individual training concept for your employees and suitable on-site service. After successful initial implementation, we remain a strong service partner by your side for continuous development and optimization of your company-wide logistics.
Our German and English-speaking service and support specialists are available to you and your employees around the clock (24/7) even after project completion.
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Service Transition
With the successful implementation of your warehouse management and logistics software into your productive environment, we hand over the project to our Customer Lifecycle Support Team. The transition of service from the implementation to the maintenance phase follows ITIL standards.
Shadowing
In the first step of the transition, ticket processing is handled by the project team with the support of the Customer Lifecycle Support Team. Only when the processes function smoothly here and all requests are also completed by the Customer Lifecycle Support Team, does the project team hand over the responsibility to them.
Reverse Shadowing
In the second step, the Customer Life Cycle Support Team, with the support of the project team, processes all incoming tickets. The ongoing exchange between the two teams ensures a complete knowledge transfer into the support phase.
Final Service Transition
The complete handover to the Customer Life Cycle Support Team is completed once we can ensure a complete knowledge transfer. Only then does the project team withdraw from handling support inquiries and tickets completely.
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Incident Management
Our German and English-speaking support team is available to you around the clock and can connect to your SAP and IT systems within minutes, analyze disruptions, and fix them immediately. We consciously refrain from using a call center – you are immediately connected to your SWAN contact person. This allows us to guarantee you quick response times within your SLA agreements and personal support by trained staff.
In addition to telephone support, we also offer email support and a clear and user-friendly ticket system for recording your service requests.
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Continuous Service Improvement
We rely on active monitoring of your systems and facilities to ensure high availability of the systems. Therefore, our service product portfolio includes clear monitoring dialogues that are already in use by most of our customers. Thanks to active monitoring, we have achieved higher system availability, as well as improved predictability of day-to-day operations.
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Performance Optimization with the SWAN Performance Task-Force
At SWAN, we aim to implement complex SAP logistics systems efficiently – and to keep them performing efficiently in the long term. We are aware that this is a complex task and therefore rely on close cooperation with SAP SE as well as continuous further training of our employees. Our SWAN Performance Task-Force consists of experts with different focuses and is supplemented by special expertise from our pool of employees during deployment.
- Indicate the areas in the process where performance and efficiency issues occur during contact. This allows us to provide you with the right expert immediately.
Contact
- We check the current state of your SAP EWM system, analyze SAP system settings, process customization, and customer-specific software implementations. For a precise analysis of your performance losses, our SWAN Performance Task-Force experts need access to your SAP system. This is usually done via remote access. For particularly critical systems, on-site analysis may be necessary – here we rely on fast response and short travel times. Afterwards, you will receive tailored recommendations and concepts for performance improvement.
Performance Measurement, Analysis, and Recommendation
- Together with your knowledge carriers, we implement the measures and concepts developed earlier: we eliminate bottlenecks, improve system response times, and ensure smooth operation of your warehouse management system. Depending on the project requirements, our experts work via remote access to your systems or directly on-site with you – here we rely on fast response and short travel times.
Implementation of Tailored Performance Concepts
- We provide you with measurable results. After implementing our measures and concepts, we review and document performance improvements and make further recommendations to maintain these results.
Success Measurement and Documentation
- Key Accounting
- On-site support
- Project management
- Employee training
Support for Your SAP Logistics Projects
- SWAN hotline
- Service up to 24/7
- Reaction time from 0.5 hours
- Worldwide
- SWAN ticket portal for documenting service cases
Remote Support for SAP Logistics Projects
- Root cause analysis
- Bug fixing
Incident Management
- Consultation for change requests
- Effort estimation and creation of a change request offer
- Coordination
- Conception
- Implementation
- Documentation
Change Request Management
- Key Accounting
- On-site support
- Project management
- Employee training
Support for SAP EWM Release Upgrades
- Training and further education of employees during and after the project
Key User and User Training
- Performance optimization of your SAP EWM
- Analysis and performance concepts specifically tailored to SAP EWM
- Efficiency and productivity maximization of your warehouse management system
- Performance-oriented analysis of ongoing system environments
- Analysis of the configuration of your SAP EWM system
- Identification and resolution of potential performance bottlenecks
- Maintenance of consistent performance in the warehouse even after years of operation of your logistics software
- Reduction of processing and program run times
- Concrete implementation recommendations and tailored optimization concepts
- Review and optimization of customer-specific coding to identify inefficient programming structures and database accesses
- Focus on automated warehouse systems, robotics integrations, wait times at user interfaces, and performance-intensive technical interfaces
- Also available for customers from other SAP system houses