Editor's Pick White Paper:
Syclo SMART Service Manager For SAP CRM

January 16, 2010

Syclo last month announced the availability of a new out-of-the-box mobile product, called SMART Service Manager For SAP CRM, a mobile application co-created by SAP and Syclo that offers field service technicians and engineers a better way to access and capture information from SAP Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems. The application allows technicians to paperlessly capture data at the point of performance for more accurate records, reporting and scheduling.

Syclo SMART Service Manager For SAP CRM uses an intuitive, paperless mobile workflow using wizards, look-ups, drop-downs, menus and more. Technicians are prompted to record things like status changes, materials used, problem/actions, expenses and time. In real-time, techs know what a customer is entitled to, what equipment they have installed and which service needs to be performed. This can include customer entitlements from SLAs, contracts, warranties, etc. Users can enable up-to-the- minute bi-directional communication between field technicians and headquarters.

By capturing labor, parts used, service details and customer signatures as they work, techs ensure accurate customer, equipment and service records in SAP CRM for optimal planning and reporting. SMART also enables real-time status updates, improving scheduling and dispatch capabilities.

All SMART Mobile Suite applications are packaged with the SMART Administration Module, a Syclo-developed SAP ABAP add-on. Installed in Syclo's namespace, the Module integrates SMART and SAP CRM & ERP, making it easy to configure, manage and view SMART applications within the existing SAP infrastructure. You can add a field to your mobile application, leverage templates to add mobile transactions, and transfer data efficiently.

SMART works on different connections including WiFi, WLAN, cellular, WiMax, docking cradles, satellite and dial-up connections. SMART houses SAP CRM and ERP data on the device, so it works offline as well as it does online. It integrates with all popular peripherals including GPS, RFID, barcoding, printing, voice, AVL, camera, and others.

SMART Service Manager was recently selected by a major medical system supplier to hospitals worldwide, to connect the supplier's 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.

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 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, which means that SMART is complementary to SAP software offerings, developed in accordance with SAP development guidelines, and provides additional choices and flexibility for businesses running SAP applications.

SMART Service Manager For SAP CRM since was awarded a SUPERSTAR Award in the 2009 Mobile Star Awards. For more information and to see a video on SMART Service Manager, see http://sap.syclo.com/service_manager.php, and see Syclo's summary page on MobileVillage.