Reduced SAP S/4HANA Support Tickets by Enabling Users With In-App Self Help

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The manufacturing company faced challenges with frequent SAP S/4HANA support tickets due to insufficient end-user documentation and guidance for standard errors. By implementing Whatfix’s in-app Self Help and Smart Tips, the company reduced support tickets, improved error resolution times, and enhanced end-user productivity.

Standard SAP S/4HANA errors configured in out-of-the-box implementations lacked sufficient end-user documentation and guidance. As a result, end users frequently had to leave the application to troubleshoot errors by asking colleagues for help, searching online, or raising help desk tickets. This lack of understanding negatively impacted employee productivity, caused delays in time-sensitive processes, and increased S/4HANA ERP process completion times. Misinterpreting or ignoring errors often led to cascading issues and further complications.

When end users encountered an error (e.g., Quantity mismatch between PO and GR), Whatfix recognized the error and provided a Smart Tip with the appropriate contextual corrective action. The Smart Tip then triggered a step-by-step Flow that walked users through the correct process, guiding them through the preferred journey to resolve the issue effectively.