SAP SuccessFactors Employee Central Service Center facilitates modern human capital management (HCM)

SAP SuccessFactors Employee Central Service Center facilitates modern human capital management (HCM)

Challenges faced in modern human resources departments

Personnel processes play a decisive role in employee satisfaction and motivation at every company. Human resources departments are frequently confronted with the considerable challenge of bundling employee requests from the widest variety of channels while simultaneously offering employees a modern, efficient self-service support portal. SAP SuccessFactors Employee Central Service Center delivers a solution that has been specially developed to meet the requirements of both employees and HR departments.

SAP SuccessFactors Employee Central as core HR system

The foundation here is laid by SAP SuccessFactors Employee Central as the next-generation core HR system. The HCM application in SuccessFactors features comprehensive functions for talent management, workforce analytics, and succession planning. The key advantage? This solution is cloud-based, facilitating swift integration into the existing system landscape and availability on all standard mobile devices.

The SAP Cloud Platform, SAP’s platform-as-a-service, represents a tool which permits deployment of SAP SuccessFactors Employee Central Service Center. The application can be run within the Employee Central user interface, such that a central system becomes available to employees for all HR processes and service requests. A uniform, modern user interface provides for improved usability, thereby contributing to increased satisfaction and employee retention.

Data management

Employee data is a special case of extremely sensitive information. Data protection plays a key role here. Since data centers are subject to the highest level of security and regular audits (including TÜV), it is especially for German companies that SAP SuccessFactors represents an attractive alternative to foreign competitors. SAP SuccessFactors has ten data centers worldwide – in Biere, St. Leon-Rot, Amsterdam, Toronto, Ashburn, Chandler, Moscow, Shanghai, São Paulo, and Sydney. There is also the option of a so-called hybrid solution, an example for which would be continuing to run master data in-house as a component of an SAP ERP HCM solution.

Integration with SAP Service Cloud

SAP Service Cloud is also cloud-based software that uses intelligent routing rules to automatically allocate requests to the right service agent. Service staff additionally have access to past requests and tickets as well as their resolutions. Service Cloud obtains access from SAP SuccessFactors Employee Central via Mashup. It additionally offers extensive functions for collaboration and knowledge base integration. For example, SAP JAM can be used to generate a feed to automatically present service staff with recommendations from knowledge base content. Aside from SAP JAM integration, it is also possible to have integration with another knowledge base (e.g. Mind Touch). The solution with the highest value addition will strongly depend on a company’s individual requirements.

The following diagram elucidates the interrelations once more:

The figure illustrates how SAP SuccessFactors Employee Central can be integrated into Service Cloud.

The core functions in SAP SuccessFactors Employee Central Service Center

The following describes the key features in SAP SuccessFactors Employee Central Service Center in more detail.

  • Intuitive user experience: In Employee Central, employees obtain access to HR content via an “ask HR” link.

  • SAP JAM’s knowledge base integration with other providers makes it possible to provide information that is specific to the context. That means the only information employees see in Employee Central is the information they actually need.

  • Integration with SAP Service Cloud makes it possible for service agents to have direct access to employee data out of Employee Central.

  • The embedded functions make it possible to analyze reports and KPIs (e.g. response times).

The result? Digitalized HR processes with swift and mobile workflows.


The rapid integration of SAP SuccessFactors Employee Central into an existing system landscape and simple extension via the SAP Cloud Platform facilitates short project run times and lower implementation costs than traditional on-premises HCM software. Yet it is important to keep in mind that more costs may be incurred for additional licenses based on the scope of functions desired. In closing, let it be noted that SAP SuccessFactors Employee Central Service Center is software that enables efficient self-service for employees, thereby contributing to higher employee retention and motivation. Moreover, HR leaders obtain new opportunities to create incentives. Cloud technology and innovation cycles on a quarterly basis make it easy to integrate future technologies (like chatbots).

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