Contact Center Solutions Featured Article

December 14, 2009

Syclo, SAP AG Announce Mobile Product

By David Sims

TMCnet Contributing Editor

Sycloreportedly announced the availability of a second mobile product resulting from its relationship with SAP AG. , a vendor of mobile enterprise platforms and applications,

The new product, SMART Service Manager, was selected by a medical system supplier to hospitals worldwide to connect its field service technicians to the SAP (News - Alert) Customer Relationship Management application. SMART Service Manager lets field service techs use intuitive action-driven workflow to work in the field with up-to-the-minute customer history, equipment, contract and service information.

The supplier's technicians, who maintain customer-owned medication and supply management assets, will use SMART to view, capture and update real time SAP CRM-based customer account, equipment and service order data in the field.

'This new product offering, resulting from the co-innovation agreement between SAP and Syclo, will enable SAP CRM customers to complete the last mile of automating field service management process,' Jujhar Singh, senior vice president, CRM Solution Management and Global Strategy, SAP, said.

Increasing the company’s SLA-compliance rate could help increase customer satisfaction and retention also, he said.

Syclo officials said as part of their relationship with SAP, the two companies are aligning product roadmaps, solution specifications, development efforts, testing, and support.

SMART Service Manager is an SAP-endorsed product -- products 'endorsed' by SAP are complementary to SAP software offerings, developed in accordance with SAP development guidelines.

Earlier this year, at Sapphire 2009 and the 2009 ASUG Annual Conference, Syclo and SAP AG announced their working partnership.

With a mobile product for the market, 'we'll be expanding our relationship for SAP's customers in CRM,' said Rich Padula, president and CEO of Syclo at the time. 'As a recognized leader with proven mobile solutions for field service and asset management, Syclo's solutions offer integration with SAP Business Suite software and are in use by SAP customers today.'

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Amy Tierney

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