1. June 2026

What Great SAP Business ByDesign Support Should Look Like...

and why so often it doesn't.

At first glance most SAP Business ByDesign support looks similar.

* You log a ticket.
* Someone responds.
* The issue gets resolved.

Technically, the system works. But speak to almost any Business ByDesign customer a few months after go-live, and a different picture emerges. Not because support is “bad” but because it’s often impersonal and not built for how businesses actually operate. You feel like a ticket to be resolved not a real person with problems and opportunities.

The Problem with Reactive Support

Traditional support models are designed to be responsive. Something breaks → a ticket's raised → a fix is applied.

That works for isolated issues. But Business ByDesign isn’t isolated, it’s deeply connected to real business processes.

When support stays purely reactive:

Root causes are missed
Recurring issues quietly build up
Small inefficiencies turn into operational friction

You end up fixing symptoms, not systems.

Great support doesn’t just respond quickly. It thinks ahead.

Tickets Don’t Equal Understanding

A ticket can describe a problem.
It rarely captures the full business context behind it.

For example:
A reporting issue might actually be a process misalignment.
A finance error might stem from a workaround introduced months earlier.
A CRM problem might reflect how teams are really using the system, not how it was designed.

Without understanding the business behind the ticket, support becomes surface-level.

And that’s where frustration starts.

The Continuity Gap (A Major Pain Point)

One of the most common challenges in the Business ByDesign ecosystem is lack of continuity.

Different consultants.
Different interpretations.
Repeated explanations.

Over time, this creates:

Loss of historical knowledge
Inconsistent advice
Slower resolution times
Growing client frustration

Continuity isn’t a “nice to have”, it’s essential because the real value in support comes from accumulated understanding of:
How your system evolved
Why certain decisions were made
Where the risks actually sit

Without that, every interaction resets to zero.

What Clients Actually Need After Go-Live

Once the system is live, priorities shift. Clients aren’t just looking for fixes anymore. They need:

Ongoing guidance as their business evolves
Confidence that changes won’t create unintended consequences
Someone who can challenge or validate decisions
Stability in who they’re working with

This is where support becomes either transactional… or genuinely valuable.

What Great Support Looks Like in Practice

The difference is meaningful because great Business ByDesign support involves:

Familiar consultants who stay close to the account
A proactive mindset that anticipates issues
A deep understanding of both system and business processes
Long-term thinking rather than short-term fixes

It feels less like “raising tickets” and more like having a trusted extension of your team. Our consultants at Her Support have been working with Business ByDesign customers like you since the system began and we plan to continue as long as there are people like you out there who need our knowledge.

A Subtle Shift, A Big Impact

We offer an approach which offers deep knowledge, not just of the system but of your business itself and continuity for as long as you want to maitain the system.

If your current support feels more like a helpdesk than a partnership, it may be time to give us a call.

If your current support feels like this, it might be time to rethink. Contact me at caroline@herasupport.co.uk