Fixing the ticket is the start. The business outcome is the point.
A lower support bill is the first return. The larger one shows up when exceptions clear faster and stop coming back: cash arrives sooner, invoices keep flowing, the close lands on time, and bad data stops leaking money. This is where application support turns into process improvement, and Tessera helps you get there.
The same agents move you up the curve.
Most AMS stays stuck in the first stage. Because every resolution feeds the knowledge graph, the same fleet keeps compounding: first it steadies the queue, then it clears the recurring exceptions at the source, then it prevents them, freeing your people for the process changes that actually move the business.
A lower cost to serve
Triage, diagnose and resolve faster, so more tickets close at first touch and fewer escalate. The run cost of support bends down, and a go-live's hypercare surge settles sooner.
Exceptions cleared at the source
The high-volume, mechanical blocks in O2C, P2P, integration and master data are resolved with approval, moving work off the manual path and keeping cash and documents flowing.
Prevention and process gain
Recurring failure signatures get fixed at the cause instead of arriving as next week's tickets. The estate gets cleaner, the close gets faster, and your team is freed for the improvements that need people.
A sample of where it shows up on the business.
A few of the outcomes in detail, each delivered by specific agents. The figures are indicative industry benchmarks shown for context, the gap between average and best-in-class that faster, disciplined resolution helps close. More agents and outcomes are on the roadmap.
Cash arrives sooner
Orders held on credit, delivery, pricing or availability blocks are revenue you have earned but cannot bill yet. Clearing them faster shortens the invoice-to-cash tail, so cash arrives sooner and the manual chasing and rework behind each block, the opex, comes down with it. Receivables are the single largest pool of trapped cash on most balance sheets, so even a day or two of DSO is meaningful.
Invoices keep moving, discounts stay on the table
About one in five supplier invoices lands on a block: three-way-match, price or quantity variance, GR/IR. Each one cleared quickly moves an invoice off the expensive manual path toward touchless, and keeps the early-payment discount window open. A forgone 2/10 net 30 discount is worth roughly 36% annualized.
Data that doesn't cost you twice
Duplicate vendors and incomplete master data drive duplicate payments, wrong pricing and tax, and returns, and they are a leading cause of interface failures downstream. Catching defects and duplicates upstream stops the leakage before it posts.
A close you can trust, sooner
Reconciliation exceptions and aged GR/IR items are what push a close past deadline and widen audit exposure. Monitoring the close and clearing the blockers early compresses the tail and cleans the balance sheet. Teams that automate reconciliations are far likelier to close within six days.
A lower cost to serve
Most of an AMS bill is repeat work and escalation. Resolving at first touch, catching the recurring signatures at the cause, and steadying the hypercare surge after a go-live all bend the run cost down. Support cost concentrates in escalation: a ticket that reaches L3 costs several times an L1, so the value is in not sending it there.
We report on resolution, tickets closed and verified without a re-open, not deflection. Deflection can look impressive while the work simply moves elsewhere; genuine resolution is what actually lowers the cost to serve.
Indicative · L1→L3 cost stacking, MetricNet; recurring-incident reduction from routine problem managementThe same read-only-by-default agents, each with its own business payoff. A sample of the fleet, and the catalogue keeps growing.
Integration auto-heal
Order, delivery and invoice flow keeps moving when an interface fails, so less revenue sits stuck in error status.
Access & authorization
Compliant access granted faster, with fewer audit findings and less time lost waiting for a role.
Procurement assist
Requisitions and POs unblocked sooner, so supply arrives on time and expedite spend drops.
Basis & jobs
Batch and queue failures cleared before they cascade into missed SLAs and delayed postings.
SAP Notes & support
Known issues matched to SAP's own fix faster, so the same incident stops recurring.
Maintenance & patching
Security and compliance posture kept current, staged for your window with less disruption risk.
System health & prevention
Drift and bottlenecks caught early, so fewer issues become the next priority-one.
+ A custom agent
A recurring issue specific to your estate: we design and train one for it.
Indicative, not a promise. The figures on this page are published industry benchmarks and directional ranges, shown to size the opportunity and mark where our agents pull the lever. Benchmarks vary by definition and can run optimistic, so treat them as context, not a quote. What you actually realize depends on your estate, ticket mix, data quality, and how far you let the agents act. Every action stays within your policy and SAP's own controls, is human-approved where it matters, and is on the record. A no-cost assessment models the opportunity against your own history.
See the number against your own data.
Point us at your ticket history. The assessment comes back with the recurring patterns, the ones we can already resolve, and a costed model of what it is worth, read-only and with no production access.