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

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?

The SAP professionals ensure your consistent processes: 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 Cloud Platform or on new technologies, such as Machine Learning
  • Collaboration with the FIS-ASP subsidiary for further hosting and outsourcing topics, such as Cloud services, DC colocation, Managed Services, IT Security and many more.


Flyer: FIS support with FIS/oss

Your benefit with the 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

FIS is certified according to high quality standards

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.

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.

Our references – the best evidence


Flyer: FIS support with FIS/oss

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.

Do you have questions? Please contact me!

Hardy Langenbacher
Senior Account Manager