How to Reduce First-Level Support Costs With the SAP GUI Assistant

Every organization that runs SAP shares a common problem: when users hit an error, they don't know what to do. Wrong transaction code, missing authorization, data inconsistency... Every single time, a ticket goes to IT, the support team answers the same questions over and over, and business processes stall.

The Cost of the Traditional Support Model

In a typical SAP environment, first-level support works like this:

1. The user encounters an error
2. They open a ticket in the helpdesk or send an email
3. The support team reviews and prioritizes the ticket
4. The user gets a response (2-4 hours on average)
5. The issue is resolved or escalated

Throughout this process the user waits for hours, the support team is drowning in repetitive questions and the company loses both time and money. Studies show that roughly 60-70% of SAP support tickets are basic-level, recurring questions.

VEX-HUB SAP GUI Assistant: Built-In AI Support

VEX-HUB's SAP GUI Assistant fundamentally changes this cycle. Embedded into every SAP GUI transaction code, the AI assistant automatically detects which screen the user is on, what they're doing and the issue they're facing.

How Does It Work?

While a user is working on any transaction code in SAP GUI, they reach the VEX-HUB assistant with a single button. The assistant:

• Detects screen context automatically: Knows which T-Code, which screen and which field you are on
• Interprets error messages: Translates SAP's cryptic error codes into plain language
• Suggests fixes: Goes beyond standard SAP knowledge — provides answers tailored to your system
• Guides step-by-step: Walks the user through to resolution

What Makes the Difference: It Knows Your System

Generic SAP chatbots on the market are based on standard SAP documentation. But every company's SAP system is different — Z-tables, user-exits, enhancements, custom reports... VEX-HUB knows them all because it's trained specifically on your system.

If a user hits an error while creating a purchase order in ME21N, VEX-HUB doesn't just give a standard SAP answer. It knows which approval procedure applies for that order type at your company, which tolerance group is defined and most likely what the error stems from.

Tangible Results

Typical improvements with the VEX-HUB SAP GUI Assistant:

• 60-70% reduction in first-level support tickets: Recurring questions get resolved instantly by AI
• Near-zero user wait time: Instant answers without opening a ticket
• Support team focuses on higher-level issues: Time freed up from basic questions goes into real problems
• Faster onboarding for new employees: New SAP users learn much faster with the assistant

Who Is It For?

The SAP GUI Assistant adds value for any organization running SAP ECC or S/4HANA that experiences any of:

• High-volume, recurring support tickets
• Rising costs of outsourced SAP support
• Users not effectively using SAP
• Heavy support demand during new module or process rollouts

How Do You Get Started?

VEX-HUB is delivered as a subscription-based service. After secure connection to your SAP system, your existing custom developments and configurations are analyzed, your AI assistant is trained specifically on your system and your users start using it immediately.

To reduce your support costs and improve user experience, contact us.