Conducted in April 2017, the survey also revealed that customers are embracing hybrid IT as a preferred strategy — innovating around core SAP ERP with agile, cost-effective cloud applications – with 30% of those respondents who plan to remain on their SAP platform already adopting a hybrid IT strategy to drive innovation and meet business needs now, not years down the road.
In effect, many SAP licensees are on “cruise control” with their current core, stable ERP while speeding up at the same time.
Lukewarm on S/4
Survey respondents were also unenthusiastic about migrating to S/4, with two-thirds (65%) of licensees citing they had no plans to, or were currently not committed to, migrate to the platform:
- 57% don’t see a strong S4 business case and/or clear ROI
- 35% cite high migration and implementation costs
- 56% estimate an S/4 reimplementation would cost between $10 million and $100 million
For those that choose to re-implement on S/4, mapping out a strong business case and ROI is clearly advisable. So is a contingency plan for a project that could bust budgets and timelines, given the scarcity of real-world S/4 customer success stories to date.
Most licensees seem intent on a wait-and-see approach, with the option to upgrade if and when S/4 proves to add value to their business.
But while waiting, many SAP customers surveyed are dissatisfied with their SAP support. Just eight percent feel that support fees are “well worth the value” they receive. 47% say they’re paying too much or describe costs as “way out of control.”
In addition to the costs, 36% say it takes SAP support too long to resolve issues, and 33% complain about SAP’s lack of support for customizations.
The Bottom Line
SAP licensees who choose to migrate to S/4 would be advised to build out a strong business case and ROI before proceeding, and are advised to map out all potential disruptions to the business as budgets and timelines will be higher and longer than anticipated.
Many SAP licensees surveyed simply don’t see a business case for S/4 and are wary of a multimillion dollar expense and the lack of functional parity.
Given widespread reluctance to upgrade, lukewarm acceptance of S/4 and dissatisfaction with costly SAP support, more customers are turning to independent support to reduce overall maintenance spend by up to 90% while gaining full support for customizations and direct access to senior support engineers.
This frees up resources to be able to invest in more strategic initiatives, such as mobile, cloud and big data, to help their business growth and remain competitive.