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hybris Webinar: Connecting Next Generation Field Service: Mobile Maturity


While most field service organizations have mobilized, most are only scratching the surface of what mobility can offer. As a result, The Service Council has developed a framework that traces the path of organizations on their mobile journey.

The stages of the journey are:
• Replace – The upgrade from paper to mobile devices.
• Remove – The removal of obstacles to productivity with mobile information
• Resolve – The provision of mobile information and intelligence to improve resolution
• Build – The provision of information between back office and field agents to enable relationship building and predictive service organization

Research conducted by The Service Council™ highlights most field service organizations are still in the early stages of their mobile journey (Stages 1-2). While some have looked into moving further down the path, most organizations have stopped innovating around the:
• The information made available on devices
• The use of information collected via mobile devices.

Join TSC’s Sumair Dutta on September 23rd @ 8:00am PDT / 11:00am EDT / 5:00pm CET as he outlines The Field Service Mobile Maturity Framework and how organizations can maximize their investments in mobile solutions and see dramatic results:
1. Improved field service resolution and efficiency
2. Enhanced customer relationships
3. Increased revenue opportunities

Joining Sumair on the webcast will be:
• Karl Rupilius
• Bob Zukis
• Dr. Volker G. Hildebrand

About the Speakers

  • The Service Council

    Sumair Dutta
    Chief Customer Officer

    Sumair Dutta is the Chief Customer Officer for The Service Council™ (TSC). In his role at TSC, Sumair is responsible for new member acquisition, member engagement, community expansion, as well as the development and expansion of TSC’s Smarter Services™ oriented research agenda and portfolio. These research tools will provide service executives the ability to benchmark their operations and also provide guided insight to improve service organization performance. Sumair also plays a key role in building out TSC’s community platform focused on becoming the single source of information and networking for service executives globally. Prior to his role at TSC, Sumair led Aberdeen’s Customer Experience and Service Management research practice and was integral in the development of Aberdeen’s Chief Service Officer Summit series. Sumair holds a BBA from the University of Wisconsin-Madison and an MBA from Babson College. 
  • Deloitte

    Karl Rupilius

    Karl is a Principal in the SAP practice with 15+ years of experience in implementation of SAP CRM and ERP solutions. Karl has a comprehensive background in the full project lifecycle, including delivery and support of complex information systems projects. He specializes in delivering business value through integrated solutions based on SAP ERP and SAP CRM. Throughout his consulting career, Karl has successfully implemented SAP business solutions based on SAP across North America, Latin America, and Europe. His expertise within SAP CRM and ERP includes the areas of Sales, Service, Marketing, Finance Integration, and Technical Components. Karl leads the SAP CRM Practice for Deloitte in the US, responsible for its strategy and practice enablement. In this capacity, he oversaw the conception and development of the SAP CRM preconfigured solution. Karl has been a speaker at several SAP conferences hosted by SAP Insider. 
  • Genband

    Bob Zukis
    Senior Director

    Bob is a Senior Director at Genband bringing their leading communications PaaS to market. He is also an emerging technology author and frequent speaker on the business impact of disruptive IT. A former SaaS CEO and Advisory Partner at PwC, he has 30 years of global experience driving business results through innovative technologies. He is Author of the book Social Inc. and has lived on 4 continents and worked in 20 countries. He has degrees from The University of Chicago and Texas Tech University.
    Find out more about Genband:
  • SAP

    Dr. Volker G. Hildebrand
    Global Vice President Customer Engagement & Commerce SAP & hybris

    Dr. Volker Hildebrand is GVP Customer Engagement & Commerce at SAP; he is responsible for SAP’s Sales & Service solutions and the overall strategy. Volker has more than two decades of experience in the CRM and eCommerce space and held various leadership positions in sales, product management, business development, product strategy, product marketing and solution management at SAP and SAP Markets. Prior to joining SAP, Volker was a professor for Marketing and had his own consulting business helping companies better engage with their customers. He has been an early evangelist of customer experience and customer engagement and is a widely recognized expert, thought leader, researcher, author, and keynote speaker. Volker has a Ph.D. in Business Economics and was a pioneer in CRM and e-commerce research. Volker has written more than 100 articles & blogs and published five books; his latest book “The Customer Experience Edge” was published by McGraw Hill.

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