This is why we created Snagfree to be a dedicated service center to support customers on their digital transformation journey. Today, we build on that and announce Snagfree as a separate company from LABS with the vision of helping partners run their digital process as smoothly and snag free as possible.
We had an interview with Snagfree’s first CEO, Karim Sultan, talking more in-depth about the separation. Here are some of the questions and answers that are relevant to our partners including the reasoning behind the separation, what it means to our existing and new Snagfree partners, and what the future direction is for Snagfree.
You can listen to the full interview on our LABSopolis podcast on Sunday, the 20th of February. Without further ado, here is the interview.
1- What is the purpose behind the separation of Snagfree from LABS?
It is very challenging to mix both mindsets of implementing digital solutions and providing SAP support without sacrificing the quality and focus on the support hand.
To provide a premium customer support experience, we need to focus our resources, our management, and our culture towards the objectives of customer support and customer satisfaction, and this can be achieved through making SnagFree its own entity and business strategy that serves said objectives.
By separating SnagFree from LABS we achieve 2 objectives:
A higher quality service with the highest focus.
A higher standard of dedication reflected in the company culture.
2- What does this change mean for our Snagfree partners?
Our partners will keep enjoying the benefits of a dedicated service center with the best consultants in the SAP EMEA region so their digital processes and solution-specific areas run snag-free. The changes our partners are already noticing in the meantime are the following.
An immediate improvement on the current services delivered.
A variety of interactions to generate partner engagement. Our partners’ feedback defines what we deliver and how we deliver.
Extra embedded services to make the support interactions easier, faster, and more seamless.
3- What do our existing Snagfree partners need to know?
If you’re one of our valued Snagfree partners, you need to know that you will enjoy a higher quality service and a more enjoyable and seamless support journey in a more practical, faster and encouraging approach.
Also, you will enjoy all these added benefits for no added cost.
In a nutshell, nothing is changed except for more value added to the SAP support service you already know and love.
4- What is your current direction and future plans for Snagfree?
Our goal is to provide a seamless customer interaction process and offer a timely service with the highest quality and convenience standards.
As such, our focus is to successfully transition into the new process and culture changes. We can categorize the steps we are taking in terms of what adds to our short-term plan and what adds to our long-term direction.
For our short-term plan, we are focusing on internal organization preparations, and introducing our new features that make the service journey faster, easier, and more enjoyable.
Our goal is to establish the structure while capitalizing on the short-term, quick wins, that our partners can experience and evaluate and that we can measure and upgrade.
For our long-term direction, we are developing a structure for growth in the different areas that contribute to providing an outstanding support experience to ensure the continuity and the sustainability of our plans for Snagfree. The areas that contribute to our vision are:
Customer journey process enhancement
Organization culture, mindset, structure, resources
Technology and the channels that can provide an enjoyable customer support experience.
This is what we have planned for Snagfree. We will hold a virtual conference soon with our valued partners to answer all their questions, and hear their feedback regarding our service change. Anyone who is interested to learn more about our support service is welcome to join. Stay tuned for the announcement.
In conclusion, we at LABS love innovation and we have received multiple regional awards for partner excellence, because we are always finding new ways to serve our partners best.
We were very early to adopt a service center approach to solve an ongoing complaint with the digital transformation journey, and now we build on that by making our service center a separate company with the culture and vision that provides the best support service to our partners.
Our vision for SnagFree is to have a dedicated and focused support center that serves our valued partners worldwide in a fast, seamless and enjoyable manner. When it comes to digital solutions and digital transformation, our partners can leave it all to us and keep focusing on what they do best.
LABS, your digital transformation partner