Avoid System Downtimes by Relying on the SAP Support by FIS

Business processes within the entire company are continuously changing, which particularly affects the complexity of ERP systems and IT architectures. Seamlessly integrated processes are therefore becoming increasingly important and have great potential for digital transformation. The efficient Customer Expert Services team of FIS supports your company in facing these challenges and finds suitable solutions for your SAP system together with you.

Certified IT experts provide industry-independent services and support for SAP solutions, as well as SAP optimizations by FIS. The team also offers you a complete all-round service: from consulting, customizing implementation and individual adjustments of your systems to continued technical support for FIS and SAP customers. On request, a personal customer consultant is available to assist you. If required, FIS also provides you with an individual team of consultants who will reliably take care of your systems and requirements. In this way, the SAP experts ensure your consistent business operations and help you optimize your processes and systems.

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All-round consulting and services for your SAP applications

The IT specialists at FIS are your reliable partners for SAP consulting, all aspects of architecture, software and SAP optimizations as well as the smooth operation of your ERP system landscape.

As a managing director or IT manager, you can focus on your day-to-day business without worries. The FIS team with its experienced and high-qualified employees takes care of your SAP-based ERP system. Benefit from the SAP Support for your ERP system and all SAP optimizations by FIS.

Which SAP Support services does the Customer Expert Service provide?

Consistent Lifecycle Management of the SAP systems (e.g. SAP ECC, SAP S/4HANA, SAP CX, SAP HCM, SAP EWM) or the SAP optimizations by FIS (e.g. FIS/wws, FIS/edc, FIS/xee, FIS/mpm, FIS/hrd, FIS/Berichtsheft)
Support for rollouts, updates, release upgrades and SAP S/4HANA migration
Support for continued process optimization through individual consulting and training courses
Your customer manager is your “Single Point of Contact”
Regular monitoring and remote services for fast troubleshooting
Conception and development of individual applications and interfaces

The SAP professionals ensure your consistent processes with SAP Business Process Integration: from quotation preparation to shipping notification.

The connection of customers, vendors and authorities can be mapped with numerous communication and message formats, such as EDI, ZUGFeRD, DATANORM, AS2, FTP and SFTP Client, Web service, Rest API, EDIFACT, XML, etc.

The Customer Expert Service team is the central place to go for your service requests and consequently your single point of contact – from processing inquiries up to the transparent processing of system messages incl. monitoring in our ticket system. The expert team not only supports you in case of malfunctions and incidents in daily business but also answers your questions concerning the FIS services and products.

In doing so, the support team works according to defined ITIL standards. ITIL is a collection of predefined processes, functions and roles. The ITIL process ensures standards-based processes, defined responsibilities as well as the consistent prevention of incidents. The SAP support of FIS provides the following services amongst others:

Supplementary services for software maintenance or maintenance contracts
Proactive first, second and third-level support
Incident, problem and change management

SAP Value Added Reseller

In SAP’s VAR (Value Added Reseller) support model, FIS is responsible for processing messages created by the end user. As the main contact person of SAP Software Support, the FIS team receives your message, performs an acute root-cause analysis and, if necessary, forwards it to SAP Global Support for processing.

Strategic design of hybrid SAP landscapes and implementation of new processes and functions

Technical know-how for the use of artificial intelligence, such as

Digital assistant (chatbot)
Intelligent account assignment and approver determination
Document classification and analysis
Harmonization of master data

Optimization of digital processes between business partners such as manufacturer and trade, e.g.

Returns processing
Omnichannel sales
Optimized master data solutions

Individual cloud and hosting services, such as label service for the FIS/eSales shop solution or outsourcing of the FIS/xee Subsystem or individual communication services
Cloud developments based on SAP BTP (Business Technology Platform) or on new technologies, such as AI & Machine Learning
Collaboration with the FIS-ASP subsidiary for SAP hosting and further outsourcing topics, such as Cloud services, DC colocation, Managed Services, IT Security and many more.

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SAP support and consulting by FIS

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Your benefits through SAP services by FIS

Certified Partner Center of Expertise
More than 100 experienced professionals in the Customer Expert Service
Industry-independent and individual consulting
Consistent Lifecycle Management of your systems
Multilingual service team for international use
Individually configurable services
Your service manager is your “Single Point of Contact”
Support control through field-tested tools
Proactive support with first/second/third level
Regular monitoring and remote services for fast troubleshooting
Option of an individual consultant team

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Our references – the best evidence

FIS is certified according to high quality standards

FIS is certified SAP Partner Center of Expertise.

SAP support partners must meet the current standards for a Partner Center of Expertise. For this certification, FIS undergoes regular audits. All services provided as well as the entire service and support organization adhere to the high quality standards with regard to technique and organization. For you as a customer, this means trust in a competent partner providing reliable assistance, knowledge and experience for complex implementation projects, process optimizations and support activities.

FIS is certified in accordance with ISO 9001:2015.

TÜV Rheinland carries out regular audits to verify the compliance with the ISO conditions. The first ISO 9001 certification of FIS took place in 1995. The most recent audit was in accordance with ISO 9001:2015 and confirms that FIS uses an advanced management system in compliance with quality management standards.

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Further services by FIS

Practical SAP training for quickly starting the system

Would you like to familiarize yourself with the SAP software? FIS offers you a wide range of further training measures for selected SAP and FIS products.

SAP implementation and project methodology

In the project, the well-tried FIS methodology for successful SAP implementations relies on the classical waterfall model as well as on agile and hybrid implementation methods, such as Scrum.

Hosting services

Host your existing installations and benefit from further services provided by FIS Application Service Providing und IT-Outsourcing GmbH – a safe and reliable choice, also for your private cloud.

FIS supports you as a customer with reliable consulting and technical support for SAP software. The specialists will be pleased to provide you with individual consulting services tailored to your needs. Please give them a call or contact your support manager via e-mail.

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SAP Support and Reliable Consulting by the Customer Expert Service of FIS