Customer Cloud Center of Expertise

SAP CCC, Customer Competence Center

When SAP R/3 was customized in users' data centers, support and maintenance were crucial to success. However, due to the nearly unmanageable number of hardware and software combinations, SAP and its customers shared support duties.

An SAP-certified department within the customer's organization took on the task of administering initial inquiries and providing assistance. Before, a request was forwarded to SAP, and the CCC evaluated and structured it. In return, SAP offered inexpensive training to customers for this assistance. By taking over first-level support, SAP users gained advantages.

S/4 conversion and cloud computing revolution

Although the digital transformation is progressing slowly in many areas, it is ultimately revolutionary because it calls into question, and sometimes destroys, traditional patterns of action, ERP architectures, and IT operating models. However, the cloud and AI revolution also requires a stable foundation in the ERP sector.

When IT structures are dismantled, new ones must be constructed because future ERP systems, such as SAP Cloud ERP or SAP Business Suite, require a foundation and architecture model. SAP has already laid the groundwork for this. However, there is still a lack of structures that SAP and its customers can use together. A new model for the CCC (Customer Competence Center) should focus on the cloud and AI.

CCCoE with Signavio and LeanIX

The old CCC could become a Customer Cloud Center of Expertise (CCCoE). The focus would shift from system copies and automation to business process reengineering, process mining (Signavio), and ERP architectures (LeanIX).

Cloud landscapes will require and necessitate a basic team at existing SAP customers. However, these employees will be confronted with new and different tasks. AI will revolutionize automation. Cloud will redefine data management. The specialists for LeanIX, Signavio and WalkMe will work in the new Cloud Competence Center. There will be countless tasks for ERP security because SAP only protects cloud systems against external attacks. But who protects the data and processes within the cloud?

Although moving an ERP system to the cloud changes the operating model, SAP customers will still need their own basic team. Users cannot and should not relinquish responsibility and ERP expertise. In the future, they should be supported by a Customer Cloud Center of Expertise.