Syclo develops a mobile field service solution in alignment with SAP CRM

Today, Syclo, a market leader in mobile enterprise platforms and applications, announced the availability of a second mobile product resulting from its co-innovation relationship with SAP AG. The new product, SMART Service Manager, was recently selected by a major medical system supplier to hospitals worldwide, to connect their 400 field service technicians to the SAP® Customer Relationship Management (SAP CRM) application. The 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 for enhanced customer service, productivity and profitability.

"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," said Jujhar Singh, senior vice president, CRM Solution Management and Global Strategy, SAP. "By enabling field service engineers to receive and respond to high-priority service orders in real time, service organizations can gain significant productivity while increasing their SLA-compliance rate, thereby increasing customer satisfaction and retention."

Syclo developed the SMART Service Manager application as part of its co-innovation agreement with SAP, through which the companies are collaborating to deliver mobile applications that enable maintenance and service technicians access to SAP Business Suite software from a broad range of devices regardless of connectivity. The companies are specifically aligning product roadmaps, solution specifications, development efforts, testing, and support. SMART Service Manager is also an SAP-endorsed business solution. Solutions endorsed by SAP are complementary to SAP software offerings, developed in accordance with SAP development guidelines, and provide additional choices and flexibility for businesses running SAP applications.

SMART Service Manager allows field service technicians to utilize intuitive action-driven workflow and, in turn, work more efficiently in the field with complete, up-to-the-minute customer history, equipment, contract and service information. Technicians can paperlessly capture data at the point of performance for more accurate records, reporting and scheduling.

"We wanted to develop a mobile field service solution in alignment with SAP CRM that would offer customers prebuilt, industry-rich capabilities," said Rich Padula, Syclo President and CEO. "Our goal was to help companies deploy mobile faster and reap immediate benefits like lowered mean-time-to-repair, increased workforce productivity, higher revenue opportunities and enhanced customer satisfaction."

For more information and video, visit http://sap.syclo.com/service_manager.php