Kayako vs. SAP BPC (Business Planning and Consolidation)

When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

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SAP BPC (Business Planning and Consolidation) overall is a good package and has helped improve our reporting a lot whilst also making it more efficient due to the reliability of data input / output. There are limitations like graphs being so limited in functionality and reports failing when too much data being processed however i would recommend to others.

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• Gives a very good report on an individual level of what is being done for a customer or corporate issue.
• Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
• Nice dashboard view.

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• SAP BPC is real time data. You can send information into the system and see it reflected in your reports immediately. Other systems may require a manual push into a reporting system.
• SAP BPC is a shared reporting tool, so multiple users can be working in a model/environment at the same time, real time. This is especially helpful if your workbooks incorporated multiple processes requiring multiple users to get into the same model.
• SAP BPC is a powerful tool designed to help all facets of the company, from cash flow to capital expenditures to headcount management to financial planning to consolidation.

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• Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
• Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
• Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.

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• SAP should focus on delivering one single product for planning, consolidation and budgeting needs rather than providing a large list of options to choose from.
• The product is not very user-friendly compared to other cloud competitors. There is a heavy dependency on IT teams.
• SAP BPC should come up a pure cloud option.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
• Our team's processes are now heavily ingrained in the system
• We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I did not come from an IT background and I picked this program up quickly

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Unlike other SAP traditional products, SAP BPC was meant to be simple and familiar to financial users

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They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.

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• We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
• Mostly we used their Online KB and step by step instructions to get all of our issues resolved.

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We need a big support team with various skillset like BPC, ABAP, BW, HANA, FICO etc

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SAP BPC training content and trainers are very good. The training is structured and provides a very good understanding of the product features and functionalities. I attended 6 separate training sessions of week-long or more. I had very good experience in all the sessions. The training is organized very well.

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SAP Training contents are very good, informative and exhaustive.

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Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.

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The implementation was carried out in two phases spread over a period of 4 years with 2 upgrades in between. We also had multiple upgrades to HANA.

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We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

With Hyperion we struggled as it didn’t have integrated planning and consolidation, whereas BPC does have it. BPC is easier for reporting as it is Excel-based. Also BPC has prepackaged business process flows that helped a lot. Hyperion on the other hand has a faster response time for user queries or report generation.

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• Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
• Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• When originally implemented (as the predecessor product Outlooksoft) BPC took ASU from trying to budget and forecast for a 2B enterprise out of spreadsheets and into a far more consolidated tool. It has saved us considerable time over the years and paid for itself several times over.
• BPC also allows us to present our budget in multiple different views to support management, board and departmental reporting.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info