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Centric IT Solutions GmbH

Schürmannstr. 22a
D-45136 Essen
Germany
Tel.: +49 201 747 69 - 0
Fax: +49 201 747 69 - 200
E-mail: info.de@centric.eu
Commercial Register: Local Court of Essen HRB 30250
Tax No.: 112/5964/1344
VAT ID No.: DE246840541
Registered Office: Essen, NRW
Managing Directors: Steven Wernike, Guido Winkelman

Centric Cloud Solutions GmbH

Kleine Seilerstr. 1
D-20359 Hamburg
Germany
Tel.: +49 201 747 69 0
Fax: + 49 201 747 69 - 200
E-Mail: info.de@centric.eu
Commercial Register: Local Court of Essen HRB 31013
Tax No.: 112/5760/3512
VAT ID No.: DE329372021
Registered Office: Essen, NRW
Managing Directors: Steven Wernike, Jens-Peter Hess, Guido Winkelman

Enterprise Service Management

Transform HR into a next-level service organization

SAP SuccessFactors Enterprise Service Management (ESM) is a powerful tool for making HR service processes more efficient, transparent, and customer-oriented. With a central point of entry for employee inquiries, it provides solutions for structured, AI-supported case processing. Centric's unique selling points are its template-based implementation approach and complete document integration.

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Know-how

We are SAP partners and experts

In many HR departments, inquiries come in through various channels – by email, telephone or in person – but without unified tracking or clear responsibilities.

The consequences: long processing times, low transparency about request status and high effort, even for recurring standard enquiries. The answer to these requirements? Make HR work better with SAP ESM. It enables the full digitalization of multi-stage, cross-functional processes in which several services or service steps must be mapped in an integrated manner—for example, when processing and approving a parental leave request.

Early Centric customers are already using SAP Enterprise Service Management (SAP ESM) as a solution. The platform bundles all enquiries centrally and accelerates processing based on a fully integrated SAP SuccessFactors data base – through automation, self-services and AI-supported assistance. Result: clearly traceable processes, reduced effort and sustainably improved service quality in HR.

Know-how

Centric – your partner for SAP SuccessFactors ESM

As an SAP expert for SuccessFactors and certified Sell- and Build-Partner of SAP, Centric is highly familiar with ESM processes, data structures and integration possibilities. We support the first corporate clients in Germany using SAP SuccessFactors Enterprise Service Management – a knowledge and experience lead from which our other clients benefit on the subject of ESM.

We integrate our HR-document solutions seamlessly into ESM structures and thus unlock the full potential for end-to-end processes in HR service management. We accompany companies in Germany from introduction to productive use – practice-oriented and efficient thanks to our template-oriented approach.

SAP SuccessFactors ESM: The benefits for HR organisations

  • Central entry point for employee requests via web, mobile, chatbot or email
  • Intelligent case management with automatic routing, prioritization and SLA-tracking
  • AI-assisted support via Joule Copilot (e.g., automatic case summaries, document research)
  • Seamless integration into SAP SuccessFactors (e.g., Employee Central) for up-to-date and consistent master data basis
  • Self-service portals for standard requests like parental leave, working-time changes or references

Centric services in the area of SAP Enterprise Service Management

  • Consulting & introduction: analysis of HR service processes and implementation of ESM in existing SAP landscapes
  • Workflow integration: setup of standardized HR use cases (e.g., parental leave, contract changes, reference-letter processes)
  • Optimization via AI and self-services: use of Joule Copilot, automated processes and self-service-portals
  • Seamless document processes: integration of the Centric Cloud Solutions (Document Builder, Employee File, Reference Letter, Payslip Box Plus) for end-to-end processes
  • Training & support: accompany HR teams during introduction and application of ESM

SAP SuccessFactors Enterprise Service Management Use Case Parental Leave

Request submitted in ESM, automatic approval, generation of confirmation document in the Document Builder, storage in the Employee File

SAP SuccessFactors Enterprise Service Management Use Case Working Time Change

Ticket creation in ESM, automated document generation, digital signature, and audit-proof archiving

SAP SuccessFactors Enterprise Service Management Use Case Certificate

Ticket creation, document generation in the Document Builder, approval workflow, and dispatch

FAQ

SAP SuccessFactors Enterprise Service Management (ESM)

What is SAP Enterprise Service Management (ESM)?

SAP ESM extends the principles of IT Service Management (ITSM) to business areas outside of IT – such as HR, finance or facility management. The aim is to standardize service processes, automate workflows and centrally control inquiries to avoid silos and increase service quality. It enables the full digitalization of multi-stage, cross-functional processes in which several services or service steps must be mapped in an integrated manner—for example, when processing and approving a parental leave request. For HR, SAP SuccessFactors Enterprise Service Management is the relevant platform.

What role does ESM play in HR?

In HR, SAP SuccessFactors Enterprise Service Management becomes the central entry point for employee requests and the platform for unified case handling. Requests, approvals and document processes run through one integrated system based on SAP SuccessFactors data. This ensures efficient processing, clear transparency and an improved employee experience.

What advantages does SAP ESM offer HR departments?
  • Central recording of all requests (web, mobile, chatbot, email)
  • Shorter processing times through automation and self-services
  • Better transparency via SLA-tracking and case management
  • Reduced manual tasks for HR teams
  • Improved employee satisfaction through faster and more consistent services
What are typical use cases in HR?
  • Multi-stage, cross-functional processes in which several services or service steps must be mapped in an integrated manner—for example, when processing and approving a parental leave request.
  • Onboarding and offboarding: automated processes for new and departing employees
  • Contract and data changes: digital workflows for contract changes, address changes or working-time models
  • Absences and benefits: self-service portals for vacation requests, sick notifications or benefits
  • Reference-letter processes: standardized creation and approval of interim and full references
How does SAP ESM integrate with SuccessFactors?

SAP ESM is seamlessly connected with SAP SuccessFactors Employee Central and further modules. This ensures that up-to-date master data is available in real time, and service processes can be directly linked with document creation, approvals and archiving.

What technical functions does ESM offer?
  • Self-service portals for requests and applications
  • Intelligent case management with automatic routing and prioritization
  • AI-supported assistance (e.g., Joule Copilot for summaries and responses)
  • Reporting and analytics functions for process optimization
  • Integrations with document-management and third-party systems
Why is Centric the right partner for SAP ESM?

Centric is a certified SAP Sell-, Service- and Build-Partner and has profound experience from ESM pilot projects in Germany. We combine our expertise in SAP SuccessFactors with special, fully integrated HR-document solutions (Document Builder, Employee File, Reference Letter, Payslip Box Plus) that integrate seamlessly into ESM workflows. Thus we offer end-to-end solutions for a consistently digital HR service management.

Find a wide range of webinars, whitepapers and other content for this solution.

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SAP Enterprise Service Management: Future-proof HR services on a whole new level
SAP SuccessFactors Enterprise Service Management (ESM) is becoming a central component of modern HR and service processes.
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You can contact us at by e-mail via info.de@centric.eu or use our contact form to get in touch with us.
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