Nucleus Study: 6 out of 10 SAP Customers Want Out!
Summary: A recent Nucleus Research study showed just how
unhappy most SAP customers are with both product and service.
Even if customers said they planned to stick with SAP, that was due more to resignation and high sunk costs rather than an overwhelming positive experience, according to Nucleus.
Issues cited by SAP customers include:
• Confusion about product direction
• A history of challenges with actually making the software work
• Significant technical problems during implementation
• SAP Cloud for Sales and SAP Cloud for Marketing continues to fall behind
• Difficulty with their implementing partners and the lack of support offered by SAP itself
• Serious support issues when problems arose after go live
• Lack of a suite to cover the full spectrum of HCM, relying on acquisitions for what little functionality it does offer its customers
• Concerns about the disruption
• Risk posed by moving from existing legacy applications
• Challenges customers face with either SCM functionality, SCM usability, or both
• No customers for SAP’s collaboration tool - SAP Jam - due to lack of investment
ERP: SAP GETS A “C”
Based on analysis of current reference customers and others evaluating SAP, Nucleus gave it a “C” for ERP. Key data supporting that grade include:
Eighty percent of reference customers reported experiencing significant technical problems during implementation and serious support issues when problems arose after go live.
Nine out of 10 existing customers (eight of whom were SAP reference customers) expressed no interest in moving to S/4HANA.
Of the last 45 ERP deals Nucleus has reviewed, SAP has been shortlisted in two but selected in none.
Nine out of 10 existing SAP ERP customers expressed no interest in moving to S/4HANA
Further information @ NucleusResearch.com
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