Contact Us

Customer Center of Expertise (Customer COE)

The Trusted Partner for SAP Operations and Support Processes

Customer Centers of Expertise (Customer COEs) act as collaboration hubs across IT and Lines of Business in their companies. Their mission is to drive transparency, efficiency and quality across the implementation, innovation, and operation of SAP software solutions and services. They have the knowledge, capabilities, and the network to centrally drive continuous improvement and innovation.

Why

Maximize business outcomes from your SAP investment and drive continuous technology and business process innovations.

How

Utilize SAP's COE program to set up a team of SAP experts. Align business and technology units and pursue one goal.

What

Realizing value from your SAP investment by using SAP best practice, resources, and expert knowledge and ongoing exchange.

Featured Content

Management Framework

The Customer COE management framework is SAP's overall “big picture” of how to address Customer COE capability areas in an optimal and sustainable way. SAP recommends following an integrated and holistic management approach to ensure a consistent and effective set up of the Customer COE organization focusing on business value. 

The Customer COE capabilities are divided into five areas also called dimensions of the management framework pyramid. 

Your Customer COE Journey

Why, How and What

Get a basic understanding of setting up your own Customer COE by reading this Overview slide deck.

Details about the main Customer COE capabilities are summarized in so-called “Customer COE Insights Documents” linked in the graph below. 

Customer COE Insights Documents

Customer COE: Strategy

You need orientation on how to start?

Customer COE Team Accreditation Guide gives you orientation which topics are important and what should be implemented as foundation. You can use the information both as a guideline when setting a Customer COE and as preparation for your Customer COE team accreditation.

SAP Customer COE team accreditation

The Customer COE team accreditation determines the maturity and effectiveness of your Customer COE regularly.

During a remote audit, a SAP Customer COE auditor evaluates the extent to which the Customer COE capabilities that are proven at SAP and SAP customers are addressed and implemented in your company.

You will receive a certificate upon successful completion of the accreditation. In addition, we have put together special offers for Customer COEs in appreciation of your efforts.

For more information on the Customer COE team Accreditation process, please view the Overview document (page 13).

Find more information about the incident quality evaluation and the dashboard in our documentation.

  • How SAP supports your Customer COE journey?
    Find an overview of services that support you in setting up and further developing your Customer COE.
  • Reach out anytime to Customer COE program team for any questions related to the Customer COE.

We are happy to assist you to plan or expand your individual Customer COE journey step by step. 

Deployment Models by SAP and Hyperscalers

Find out about the cooperation between SAP and the Hyperscalers such as Microsoft, Amazon, Google, or Alibaba and the opportunities offered for your organization. Furthermore, discover the SAP Business Technology Platform services available on Hyperscalers.

Sustainability for Customer COEs

Sustainability today is a core business imperative and accordingly end-to-end process insights are key to ensure efficiency gains, social responsibility as well as compliance. The Customer COE has the resources and knowledge to drive sustainability by integrating business and IT.

Guides and Best Practices for Customer COE

Browse documents such as whitepapers and guides that help Customer Centers of Expertise with daily and strategic challenges they are facing in today's digital economy, and guide their path towards the Intelligent Enterprise. Find the content most useful for you in the categories Governance and Organizations, Hybrid System Landscapes, Hybrid and Cloud Operations as well as Architecture and Technology.

Learn more about deployment models offered by SAP and Hyperscalers in our recently published section. 

Webcasts & Events

Access live Customer COE Webcasts, Roadmap Sessions, Customer Best Practices, and check Customer COE events and infodays.

Media Library

Access the single source of information around the Customer COE journey, team accreditation and services. 

Resources

Customer COE Community

Join the Customer COE Community group to share and exchange knowledge about how an SAP expert team on the customer side can bring value through collaboration with LOBs.

SAP User Groups

You can connect with SAP customers, industry and technology experts from SAP and our partners. Supported by the Global User Groups organization, these independent, not-for-profit groups educate members, facilitate customer involvement, and influence SAP strategy. Discover the knowledge offering provided to User Groups.

Contact the Program

The Customer COE Program provides you with the newest insights, knowledge sessions and keeps you up-to-date with upcoming events. Contact the Customer COE Program (COE.Program@sap.com) to request the newsletter.