SAP: Using AI-driven service delivery to empower employees and HR teams with SAP SuccessFactors Enterprise Service Management
Learn how SAP has transformed HR service delivery by moving to next-generation service requests with SAP SuccessFactors Enterprise Service Management. Atsisiųsti dokumentą
Learn how SAP has transformed HR service delivery by moving to next-generation service requests with SAP SuccessFactors Enterprise Service Management. INTERNAL – SAP Only (delete if “Public”)
“By moving to next-generation service requests with
SAP SuccessFactors Enterprise Service Management,
we’ve transformed HR service delivery—streamlining
complex processes such as 401(k) transfers and
dramatically improving speed, compliance, and
employee confidence.”
Rudolph Heidecker, Senior HR Consultant, Global HR Technology
Experience Lead, HRdirect EMEA, SAP Services, SAP SE
SAP SE
Walldorf, Germany
www.sap.com
Industry
High tech
Employees
109,000
Revenue
€34 billion
Products and services
Enterprise software
Featured solution
SAP SuccessFactors Enterprise
Service Management
Faster
Resolution times for HR
teams and employees
due to improved data
quality and case accuracy
Fewer
Incomplete requests
and manual errors
Before: Challenges and opportunities
• Legacy on-premises systems used for HR service delivery, including one managing 401(k) transfers for
U.S. employees, involving multiple manual steps and stakeholders
• Lack of automation and visibility in the ticketing system, as well as frequent delays and confusion for
employees
Why SAP
• SAP SuccessFactors Enterprise Service Management solution to digitalize high-impact HR processes,
enabling a unified, scalable approach to service delivery
• Capabilities including integrated self-service requests with step-by-step forms in a user-friendly
format, AI-enabled case management, and analytics and insights
After: Value-driven results
• Shifted from a traditional ticketing system to AI-driven service delivery, improving efficiency,
compliance, and the employee experience
• Reduced resolution time and manual effort by automating 401(k) transfer workflows, eliminating back
and forth through guided case creation, and allowing visibility and real-time tracking
• Improved first-time request resolution and reduced errors by enabling employees to submit accurate,
complete information through smart forms and built-in validation
Using AI-driven service delivery to empower employees and HR
teams with SAP SuccessFactors Enterprise Service Management
98965enUS (25/10) © 2025 SAP SE or an SAP affiliate company. sap.com/terms-of-use
Want to know more?
www.sap.com/products
/hcm/enterprise-service
-management.html
“By moving to next-generation service requests with
SAP SuccessFactors Enterprise Service Management,
we’ve transformed HR service delivery—streamlining
complex processes such as 401(k) transfers and
dramatically improving speed, compliance, and
employee confidence.”
Rudolph Heidecker, Senior HR Consultant, Global HR Technology
Experience Lead, HRdirect EMEA, SAP Services, SAP SE
SAP SE
Walldorf, Germany
www.sap.com
Industry
High tech
Employees
109,000
Revenue
€34 billion
Products and services
Enterprise software
Featured solution
SAP SuccessFactors Enterprise
Service Management
Faster
Resolution times for HR
teams and employees
due to improved data
quality and case accuracy
Fewer
Incomplete requests
and manual errors
Before: Challenges and opportunities
• Legacy on-premises systems used for HR service delivery, including one managing 401(k) transfers for
U.S. employees, involving multiple manual steps and stakeholders
• Lack of automation and visibility in the ticketing system, as well as frequent delays and confusion for
employees
Why SAP
• SAP SuccessFactors Enterprise Service Management solution to digitalize high-impact HR processes,
enabling a unified, scalable approach to service delivery
• Capabilities including integrated self-service requests with step-by-step forms in a user-friendly
format, AI-enabled case management, and analytics and insights
After: Value-driven results
• Shifted from a traditional ticketing system to AI-driven service delivery, improving efficiency,
compliance, and the employee experience
• Reduced resolution time and manual effort by automating 401(k) transfer workflows, eliminating back
and forth through guided case creation, and allowing visibility and real-time tracking
• Improved first-time request resolution and reduced errors by enabling employees to submit accurate,
complete information through smart forms and built-in validation
Using AI-driven service delivery to empower employees and HR
teams with SAP SuccessFactors Enterprise Service Management
98965enUS (25/10) © 2025 SAP SE or an SAP affiliate company. sap.com/terms-of-use
Want to know more?
www.sap.com/products
/hcm/enterprise-service
-management.html