Supporting you every step of the way, with SAP SuccessFactors Support

Our dedicated team of support consultants are here for you throughout the year, providing timely, expert and tailored SAP SuccessFactors support.

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Our team will help you to get the very best out of SAP SuccessFactors and give you more time to focus on what you do best – managing HR – rather than having to worry about technical queries.

Benefit from our dedicated support team who will work with you to ensure SAP SuccessFactors is aligned to your business needs.  We share best practice advice; help you solve any technical queries and keep you informed of new features and software releases.

Our support is divided into two areas, core, and flexible support. This combination ensures your day-to-day SuccessFactors needs are met, whilst allowing the system to evolve to align with your HR strategy. 

Our core support services

These provide you with the essential SAP SuccessFactors support you need to keep your system futureproofed and running smoothly, including:

Biannual business reviews

We will discuss your strategic business drivers and HR priorities to ensure that SuccessFactors is aligned with these. Your review includes utilisation of the system, gap analysis, management information and the system road map to ensure it continues to meet your HR needs.

Relationship Manager

We will discuss how you’re using your flexible support hours; the types of tickets being raised and review your current and longer-term goals for SuccessFactors. In addition, you have access to a monthly dashboard breaking down your support hours by month/product.

Biannual system releases

We will deliver customer focused release updates for you covering SAP SuccessFactors enhancements by module, explain how these may impact your system, along with guidance on how to enable new features smoothly and securely (or if you prefer the Jigsaw can enable these features for you)

System Health Check

A technical deep dive review of all live SuccessFactors modules. This covers all 10 modules, as well as IAS/IPS, SOO and integrations.  We use 200+ check points across all modules to assess the configuration within your system to establish if you are benefiting from all the available and latest features that SuccessFactors can offer.

Our core support service

Our Core Support service provides SAP SuccessFactors customers with the essential support they need to keep their system running smoothly, including:

Annual strategic review. We will meet with you to review your strategic business drivers and HR priorities, share the outcomes of the latest HR research and trends, and look at how SuccessFactors has changed over the 12 months to ensure its continuing the meet market demands.

Quarterly business reviews. We will discuss how you’re using your flexible support hours, the types of tickets being raised and review your current and longer-term goals for SuccessFactors.

Half yearly system releases. We will deliver personalised release updates with you covering the SAP SuccessFactors enhancements and changes that are relevant to your configuration, and explain how the release may impact your system, with guidance on how to enable new features smoothly and securely.

Our flexible support services

These provide you with a number of hours (typically 15 per module) that can be used to cover a range of features, including:

• Admin ‘How-to’ guidance 
• Assistance with any system queries
• System Admin Training 
• Minor system changes
• Report building 
• System refreshes
• Customer administrator and end user training
• SAP case management
• Calls with one of our support consultants
• Access to Jigsaw’s curated knowledge base of self-service articles 

We also offer integrations with your other business systems as and when required, such as Active Directory or integrations with other third-party software.