SAP Support Launches Up the eBusiness Index

This year SAP.com’s Support site skyrocketed up the siteIQ eBusiness Index’s Online Support category rankings from 16th place to third in Overall Performance. This was fueled by equally as impressive increases in the Website Features (15th to fourth) and Website Usability (15th to first) metrics. So how did a site that languished at the bottom of the roster for years climb to the top in only 12 months?

SAP.com’s rise in the Online Support category wasn’t entirely due to the addition of site content. The new design and architecture played a huge role in the ability to better find and access information.

Previously, the Support zone had a single landing page that did a good job introducing the facilities and services (“Support & Maintenance” and “SAP Support Portal”) at a very high level but did not adequately present the types of information or features available beyond these two meager options. Once the visitor moved past the landing page, they found the support resources (such as downloads and documentation) presented on pages that displayed a far older design with varying page layouts and content structures. What’s more, the information on these pages focused primarily on educating customers about how to use the site and resources were primarily delivered using multiple, disconnected, search engines, such as the SAP Knowledge Base Search, SAP Note & KBS Expert Search, and SAP Help Portal.

Although SAP.com’s Support is still separated into two sections (“SAP Support Portal” and “SAP Help Portal”) the functions of these different areas are clearer than before. They also display complementary designs and layouts that match the rest of SAP.com, which makes finding resources easier. Although page content still presents a fair amount of instructional material, it is presented using a voice that educates new customers about the resources and features available while also marketing post-purchase support to prospects. In addition, support pages provide more information and support options, which makes getting to information and functions quicker and highlights the robust capabilities of the site. Most importantly, many of the disconnected search engines have been integrated — and where they haven’t, they are better presented. Overall, these changes have created a much more cohesive user experience that provides easier access to resources and appeals to current and prospective customers alike.

Website Performance

Website Performance scores are the product of Website Features scores factored by Website Usability performance. The result is the aggregate performance of any given website, which is representative of the total features provided and overall usefulness for visitors.

The results of our 2018 siteIQ eBusiness Index evaluations show that SAP.com moves up the rankings from 16th to third among participating websites based on Website Performance scores in the Online Support category. SAP.com achieves this ranking because:

  • The site attains a Website Usability score of 72.2%;
  • SAP.com’s Website Performance score earns the site a Good Practice rating; and
  • The site receives an Above Average Competitive Rating

Website Features

Website Features are the content, resources, assets, and collateral provided on any given website. Website Features scoring measures the number — as well as the quality — of features provided on any given website.

The results of our 2018 siteIQ eBusiness Index evaluations show that SAP.com moves up the rankings from 15th to fourth among participating websites based on Website Features scores in the Online Support category. SAP.com achieves this ranking because:

  • The site attains a Website Features score of 74.2%;
  • SAP.com’s Website Features score earns the site a Good Practice rating; and
  • The site receives an Above Average Competitive Rating

Website Usability

Website Usability is the overall practicality, versatility, usefulness, and convenience of any given website. Website usability scoring is based on a strict set of standards to award between 1 – 100 points per question.

The results of our 2018 siteIQ eBusiness Index evaluations show that SAP.com moves up the rankings from 15th to first among participating websites based on Website Usability scores in the Online Support category. SAP.com achieves this ranking because:

  • The site attains a Website Usability score of 70.3%, which is the highest recorded among eBusiness Index websites;
  • SAP.com’s Website Usability score earns the site a Good Practice rating; and
  • The site receives an Above Average Competitive Rating

About the siteIQ eBusiness Index

siteIQ evaluated the twenty-five Websites listed on the 2018 siteIQ eBusiness Index. These Websites are categorized into eight industry-specific segments including:

  • Business Software (Adobe.com, Microsoft.com, Symantec.com, Citrix.com)
  • Cloud (Salesforce.com, Netsuite.com)
  • Enterprise Software (CA.com, IBM Software, Oracle.com, SAP.com)
  • Enterprise Systems (Dell.com, IBM.com, HPE.com)
  • Network Systems (Brocade.com, PaloAltoNetworks.com, Cisco.com, Juniper.net)
  • Professional Services (Accenture.com, Capgemini.com, Cognizant.com, IBM Global Services)
  • Consumer Systems (HP.com, Apple.com)
  • Enterprise Storage (EMC.com, NetApp.com)

These in-depth evaluations were conducted using the 2018 edition of the siteIQ eBusiness Index Best Practices Benchmark, which includes 18 distinct categories. Within each category, sites are scored based on three unique criteria:

  1. Website Features: The content, resources, assets, and collateral provided on any given Website. The siteIQ Best Practices Benchmark currently identifies & tracks over 1,000 types of Website features that represent typical competitive requirements. Within each category siteIQ analysts track the number — as well as quality — of features provided.
  2. Website Usability: The overall practicality, versatility, usefulness, and convenience of any given Website. The siteIQ Best Practices Benchmark currently includes 145 metrics that measure usability from the visitor’s perspective. Within each category siteIQ analysts score usability questions based on a strict set of standards to award between 1—100 points per question.
  3. Overall Performance: The aggregate suitability of any given Website that factors Website Features and Website Usability scores.

The 2018 evaluations were performed during the first quarter of 2018.

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