SAP Deepens Commitment to Customer Success
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SAP Deepens Commitment to Customer Success

New SAP(R) Customer Services Network Features Enhanced Global Offerings to Help Businesses Minimize Risk, Maximize Return on Investment And Contribute to Long-Term Value

WALLDORF, Germany, June 11 /PRNewswire-FirstCall/ -- SAP AG today announced the launch of the SAP(R) Customer Services Network, a new initiative offering easy and cohesive access to the comprehensive selection of SAP services. Created to improve the quality of services for SAP's worldwide customer base, the SAP Customer Services Network will provide new and enhanced offerings, including services for increasing the quality in upgrades and risk management, global customer competence center programs, and benefit mapping. Additionally, as a key part of the initiative, SAP announced that it has completed the integration of all of its local and regional consulting units into a globally operated organization serving the entire spectrum of customers, to be known as SAP Consulting (formerly SAP Global Professional Services).

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Drawing on the extensive expertise and global reach of SAP and its partners, SAP Customer Services Network helps customers strategically plan for, implement, operate, and continually improve solutions to maximize their return on investment, achieve lower total cost of ownership, and realize strategic business goals. SAP Customer Services Network offers coordinated access to a comprehensive scope of SAP services, including business mapping, consulting, custom development, education, hosting, ramp-up, and support to satisfy customer needs and ensure that they achieve the highest level of success.

"Businesses today are looking for more involvement from their software vendors and greater accountability for access to the right types of resources and expertise they require over the lifetime of their IT implementation," said Yvonne Genovese, research VP, Gartner. "Solution providers that can offer well-coordinated support services covering the gamut of implementation needs earn themselves a space on the vendor short lists for customer projects of both today and tomorrow."

Enhanced Service Offerings

The SAP Customer Services Network will offer enhanced services to meet specific customer needs. These include services for upgrades and risk management to help customers manage their solution life cycle and ensure successful upgrade paths. These services give customers the ability to upgrade more easily, without disruptions, to maintain their competitive edge and mitigate the risks associated with more complex real-time systems environments. SAP will also introduce a global customer competence center program designed to empower customers in developing the necessary in-house skills and resources to support their SAP environments. Under the program, SAP will work closely with customers to offer certification and recertification in a checklist of areas that includes support desk, contract administration, and information management.

To assist customers in identifying and understanding priorities, cost savings, and tangible business results, SAP Benefit Mapping provides effective methodologies to clearly demonstrate the business value of SAP solutions. The new service delivers expertise from SAP to ensure alignment of IT strategy with customer business needs, supporting more informed IT decision making.

The SAP Customer Services Network includes members of SAP's extensive global network of services partners. By more tightly aligning SAP's service offerings with those of its partner organizations, the initiative provides customers with more convenient access to the full range of reliability, expertise, and support for SAP solutions.

"Increased involvement in the implementation and ongoing support of SAP software solutions by SAP and its partners help mitigate risk for customers and ensures they derive maximum value from their implementations," said Miguel de Fontaney, Global SAP Alliance senior executive, Cap Gemini Ernst & Young. "As part of the SAP Customer Services Network, CGEY now has a well-coordinated framework to continue offering businesses the expertise and business process knowledge to achieve their strategic business goals."

SAP Consulting

A key part of the SAP Customer Services Network, SAP Consulting is the culmination of a year-long initiative to build a fully integrated, global consulting organization from units of the former SAP Global Professional Services Organization. As a globally integrated operating unit, SAP Consulting delivers significant benefits in consistency, quality, and best practices to customers in all of SAP's operating markets around the world. With the goal to improve customer satisfaction, the new organization leverages the expertise of nearly 10,000 SAP consultants to offer global companies access to consistent best-in-class practices worldwide and regional companies the benefits of world-class best practices delivered locally.

SAP Consulting provides SAP customers with seamlessly integrated business and solution consulting services to ensure the successful implementation of mySAP(TM) Business Suite solutions in twenty-three industries. Among additional new offerings from SAP Consulting is the new unit to support SAP NetWeaver(TM), SAP's industry-leading integration and application platform. The new SAP NetWeaver Global Practice Unit will focus on enhancing service offerings, building consultants skill sets, and overseeing the support of pilot customers.

"We are providing our customers with the expert and cohesive support resources they need to prepare for, execute, and maintain successful implementations," said Gerhard Oswald, member of the executive board, SAP AG. "The breadth of services and support offerings from SAP and its partners in the SAP Customer Services Network, together with the effectiveness of SAP's software applications, provide customers with a total solution and set of tools that are unparalleled by other vendors."

Next Major Event: SAPPHIRE(R) 2003 Orlando

Small, midsized, and large enterprises from around the world will outline how they use SAP solutions to achieve business success at SAPPHIRE(R) '03, SAP's international customer conference being held in Orlando, Florida, June 16-18.

About SAP

SAP is the world's leading provider of business software solutions. Through mySAP(TM) Business Suite, people in businesses around the globe are improving relationships with customers and partners, streamlining operations, and achieving significant efficiencies throughout their supply chains. The unique core processes of various industries, from Aerospace to Utilities, are supported effectively by SAP's 23 industry solutions. Today, more than 19,600 companies in over 120 countries run more than 62,000 installations of SAP(R) software. With subsidiaries in over 50 countries, the company is listed on several exchanges including the Frankfurt stock exchange and NYSE under the symbol "SAP." (Additional information at )

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as "anticipate," "believe," "estimate," "expect," "forecast," "intend," "may," "plan," "project," "predict," "should" and "will" and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP's future financial results are discussed more fully in SAP's filings with the U.S. Securities and Exchange Commission ("SEC"), including SAP's Annual Report on Form 20-F for 2002 filed with the SEC on March 21, 2003. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.

NOTE: SAP, mySAP,, xApps, xApp, SAPPHIRE, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world.

All other product and service names mentioned are the trademarks of their respective companies.

  For customers interested in learning more about SAP products:
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   United States Only:  1-800-872-1SAP (1-800-872-1727)

  For more information, press only:
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Email Contact, EDT
   Hilmar Schepp, +49-6227-7-46799, 
Email Contact, CET
   SAP Press Office, +1-610-661-3200, 
Email Contact, EDT
   Gabriele Thoering, Burson-Marsteller, +49-69-2-38-09-39,
Email Contact, CET
   Jason Wyse, Burson-Marsteller, +1-305-347-4327, 
Email Contact,

CONTACT: Jim Dever, +1-610-661-2161, or Email Contact, or
Hilmar Schepp, +49-6227-7-46799, or Email Contact, or SAP Press
Office, +1-610-661-3200, or Email Contact, all of SAP AG; or
Gabriele Thoering, +49-69-2-38-09-39, or Email Contact, or
Jason Wyse, +1-305-347-4327, or Email Contact, both of
Burson-Marsteller, for SAP AG

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