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How SAP Jam Promotes Business Success with Repeatable Work Patterns

by Holly Simmons | SAPinsider, Volume 15, Issue 2

April 1, 2014

It has been increasingly difficult for global companies to achieve and sustain profitable growth, but those who do often find advantages in operational efficiency. Discover how work patterns can help differentiate your business, specifically in the training and productivity of your users. The article also looks at how SAP Jam’s rapid repeatability can ensure that your success is sustained over the long term.

 

Only 9% of global companies over the last decade have been able to achieve sustained, profitable growth, indicating that it is more important than ever to understand how to differentiate your business. Surprisingly, the key to differentiation is not to change your business model regularly or to take on more new initiatives — instead, the most successful companies build on a simple business core that takes advantage of repeatable approaches to ensure that they successfully deliver what they do well time and again.1 

SAP Jam was designed with repeatability in mind. As the market-first solution that weaves social collaboration directly into your work via your applications, mobile devices, and business processes, SAP Jam enables rapid repeatability to help you drive closure and improve the bottom line. With its built-in work patterns based on how business leaders work, SAP Jam brings together what you need in a single place: people, data, documents, discussions, tools, and applications.2 With everything at hand, you have the power to begin work quickly, make decisions, and drive action. 

Work Patterns Across the Business

SAP Jam can support any department across the organization. Whether you’re in sales, customer service, product development, or human resources (HR), you can collaborate with colleagues, partners, and customers.

In sales, for example, an account representative’s role involves various work patterns, including account management, relationship building, and closing deals. To successfully close a deal, account representatives often collaborate with their colleagues to be better informed. SAP Jam can help here: The opportunity deal room work pattern enables sales executives to engage sales teams with customer service, product development, or marketing to define sales strategies, discuss customer requirements, or finalize a sales proposal (see Figure 1).

Figure 1 — The opportunity deal room work pattern allows sales representatives to engage with other departments and helps them achieve a variety of goals

In human resources, HR professionals can use SAP Jam to onboard new employees, for example (see Figure 2). In this scenario, the HR professional helps a new sales representative join a group in SAP Jam and collaborate across the business to have more access to the information and contacts the new rep needs to get started quickly.

 

Figure 2 — New account executives are onboarded automatically, enabling them to connect to the groups, information, and people required to be successful; additionally, sales managers or experts in the organization can set up mentoring groups to coach and develop top leaders

Repeatable Does Not Equal Rigid

Over the past 40 years, SAP has had a great opportunity to interact with customers to understand how work gets done across many departments and industries. With SAP Jam, that experience is incorporated into the solution’s design, and customers from over 50 companies provide regular feedback into the design of every work pattern. While the concept of repeatability might seem rigid, it’s actually quite flexible, with SAP Jam delivering work patterns that can be customized further by the business person or even custom-developed by IT. 

Figure 3 highlights a work pattern that helps field and customer service professionals swarm around specific customers’ issues to enable fast closure and improve customer satisfaction. While this work pattern is provided out of the box with SAP Jam, any business person can change the look and feel or capabilities, such as adding a timeline of key events, a question-and-answer section, or group tasks. If an organization has a specific methodology, it can custom-develop work patterns.

Figure 3 — Service work patterns allow you to research customer issues, monitor statuses, obtain customer details from SAP Customer Relationship Management, and initiate escalation SWAT teams

Achieve Sustained Success

Work patterns can help differentiate your business, aiding in the training and productivity of your users. SAP Jam’s rapid repeatability can ensure that your success is sustained over the long term. For more information, visit www.sap.com/jam.

 

1 Chris Zook and James Allen, “Repeatability: Build Enduring Businesses for a World of Constant Change” (repeatability.com). [back]

2 To learn more about work patterns in SAP Jam, see the article “Transform the Way People Work with Work Patterns from SAP: SAP Jam Delivers a Fast, Repeatable, Flexible Approach to Driving Business Outcomes” by Anthony Leaper in the January-March 2014 issue of SAPinsider. [back]

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Holly Simmons
Holly Simmons

Holly Simmons (holly.simmons@sap.com) is Vice President of Marketing for Social Software at SAP. Previously, she held roles in product marketing and market development at SAP, and senior-level positions at established companies such as Knight Ridder Digital and Apple, as well as at a number of startups. Holly holds a BS in engineering from Purdue University and an MBA from the Thunderbird School of Global Management.



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