Why Call Centers Can’t Wait on S/4HANA
— And Don’t Have To

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It can improve customer satisfaction by supporting faster, more informed responses that build customer trust.

become problems. When SAP data flows freely and intelligently into call center operations, the entire team becomes more proactive and aligned.

Enhancing Agent Experience = Better Outcomes

At the heart of every great customer experience is a confident, capable call center agent. But even the most experienced teams are held back by systems that force them to toggle between screens, dig for answers, or operate in silos.

With direct access to real-time SAP logic, agents gain: 1) complete visibility into orders, billing, inventory, and delivery schedules; 2) reduced reliance on back-end teams for basic inquiries; 3) one-call resolution without data rekeying; 4) easier onboarding and training due to intuitive workflows.

Even modest improvements can drive huge gains. Reducing AHT by just 30 seconds per call in a 100-agent environment can save hundreds of hours weekly -- time that can be reinvested in quality, coaching, or strategic support.

From Theory to Practice: Real-World Proof

Organizations across industries are applying this strategy to achieve material gains. For example, a global manufacturer recovered millions in revenue by resolving pricing discrepancies surfaced through real-time ERP data. A building materials company saved $400,000 by enabling customer self-service and reduced onboarding time by weeks. A steel producer increased digital order volume by 13 percent after improving production visibility and customer access. And a medical device company reduced order entry time by 70 percent, improved accuracy, and enabled faster agent ramp-up.

These aren’t hypothetical. They’re strategic templates proving that real-time ERP execution can unlock both efficiency and growth in service center applications.

Performance Metrics That Matter

Service center leaders are measured by outcomes, not effort. Real-time SAP process execution supports fundamental tasks in call center operations, such as higher first call resolution by helping agents resolve more issues the first time with accurate data. Or lowering average handle times by reducing the need to dig across systems or chasing updates in disparate places. It can improve customer satisfaction by supporting faster, more informed responses that build customer trust. And it helps to support better agent retention by reducing frustration that leads to more engaged, longer-tenured teams.

According to Call Criteria, call centers that modernize intelligently can see up to 20 percent gains in FCR and 15 percent improvements in CSAT. These are not incremental changes -- they are transformational at scale and can have a huge positive impact on a company’s customer service.

A Smarter Path to S/4HANA

Modernizing ECC in the call center is not a dead end. It’s a strategic bridge. By activating real-time workflows today, organizations can reduce the risk and cost of future S/4HANA migrations. In many cases, current investments in process virtualization can be carried forward.

There are many benefits, such as reusable integration patterns and logic post-migration, reduced downtime during cutovers, improved business alignment across digital systems, and faster ROI realization by shifting transformation from a capital project to a business driver.

In fact, many companies fund part of their S/4HANA journeys through gains realized by modernizing ECC workflows first.

Final Takeaway: Don’t Wait to Transform

Call centers can’t afford to wait. Business realities, customer expectations, and operational demands are moving too fast. The good news is that transformation doesn’t have to wait either.

By unlocking SAP ECC through real-time process execution and intelligent integration, organizations can accelerate progress now -- without disruption, without overspend, and without waiting on the future state. It’s a pragmatic path to performance today and a smarter runway to tomorrow for those operating call center and other service center operations.