The Unsung Engine Contributing to SAP ECS PC3’s Customer Success Stories

Every time you scroll through LinkedIn and see a new SAP Enterprise Cloud Services (ECS) Private Cloud Customer Center (PC3) customer success story, there’s a good chance my unit has had a hand in it.

And not just one or two stories. All of them.

Behind those thousands of customer stories—spanning every industry and geography, across logos big and small—is an integrated customer engagement backbone powered by SAP Build , Microsoft Power Platform , ServiceNow, #AI, and a digital-first model run by my unit.

We don’t often talk about it. That’s not a complaint—it’s just the nature of infrastructure work. The work that supports, integrates, scales, and simplifies is rarely flashy. But it’s absolutely essential.

Our Reach: Thousands of Customers

Our solutions touch every customer in the SAP Enterprise Cloud Services (ECS) Private Cloud Customer Center (PC3) portfolio. Together, they represent significant, even the majority of, customer value. We support the entire lifecycle—from onboarding to renewals—with a scalable, AI-augmented digital engagement model.

That model is built with SAP Fiori, and SAP Build—our low-code/no-code (LCNC) platform that gives us speed, agility, and standardization—and deeply integrated with SAP’s business systems, Microsoft Power Platform, SAP Business Technology Platform , ServiceNow, AI services, and analytics.

We didn’t get here by accident.

Under Ashima Raheja ’s leadership, we designed for scale. We designed for reusability. We designed to work not just once—but tens of thousands of times. And under the leadership of Jorrit De Groot and in tight collaboration with Guillermina Digregorio and Gaurav Kapoor and their teams, we now continue to support thousands of customers every day.

What Does It Take to Support Thousands of Enterprise Customers Smoothly?

Behind the scenes, here’s what it takes to deliver customer engagement at this scale:

- SAP Build- and Microsoft Power Platforms-based automations that drive personalized onboarding, implementation planning, and proactive lifecycle outreach.

- AI-enhanced self-services and digital enablement, that guide customers across channels and help our digital engagement teams scale without losing the human touch, with the SAP ECS Customer Support Desk (CSD) and digital expert scheduling.

- Workflow extensions in SAP Fiori, built on SAP Business Technology Platform , that trigger the right actions across sales, services, delivery, and renewal operations—without disruption. - Live telemetry and feedback loops that help us adapt in real time.

- A federated engagement model that lets global teams deliver localized experiences consistently.

And we didn’t build all of this in a vacuum. We built it in close collaboration with Customer Success leaders, ECS technical operations, and SAP Build product teams.

We Are the Digital Layer Between Vision and Value

Customer success stories aren’t just about logos—they’re about outcomes. But outcomes require a bridge between capability and operational execution.

That’s where we come in.

Our team acts as the enabler of that digital layer between vision and value—translating strategy into systems, goals into guided journeys, and data into decisions. And we do it at a scale that touches the majority of SAP Enterprise Cloud Services private cloud customers.

It’s not theoretical. It’s operational. Every day, for over 4 years, across geographies and industries.

Why This Matters Now

SAP has committed to a future defined by cloud, AI, and business transformation. As those ambitions grow, so does the complexity of customer engagement.

We can’t scale personal relationships linearly. But we can scale meaningful, contextual, and proactive engagement—through the right combination of low-code, AI, architecture, and people – like our dedicated digital Customer Engagement Managers, in the CSD and regional CoEs.

Our work is proving that.

It’s not just about building things faster. It’s about building the right things, in ways that are composable, explainable, sustainable, and extensible across the entire ecosystem.

A Call to Recognize the Invisible Work

This isn’t a flex—it’s a reflection.

A reminder that underneath every major customer story are hundreds of small decisions, smart systems, and shared services that made it possible.

The work we do might not be front-page material. But it’s impact work. It’s value work. It’s customer-first work.

So, if you’ve read a customer story this week and thought, “Wow, that’s impressive,” know that the machine behind it has names, teams (like CEIA and CSD), platforms, and purpose.

And chances are, you’ve already seen our work.

You just didn’t know it.

Let’s Keep Building—Together

If you’re in SAP and working on customer-facing initiatives, we should talk.

If you’re in the ecosystem and want to know what “scaling customer success” really looks like, we’ve got stories to tell.

And if you’re a customer? Thanks for being part of the journey. We’re committed to making every interaction smoother, smarter, and more human—with the best that SAP Build, Microsoft Power Platform, our folks in the Customer Support Desk, and AI have to offer.

Let’s keep going. :)