SAP Service Cloud allows you to add ‘moments of delight’ across all touchpoints: self-service, customer service and field service.
Add Customer ‘Moments of Delight’ with SAP Service Cloud
Customer Experience
The CX Angle Podcast: Customer Experience and Manufacturing
A podcast with itelligence industry expert Brian Everett and Jeremy Cross explores how the manufacturing industry is handling customer experience.
The CX Angle Podcast: Solving Customer Experience for Black Friday
This podcast discusses one of the biggest shopping days of the year, and how it is a disaster from a customer experience perspective.
The CX Angle Podcast: AI, Smart Speakers and Virtual Assistants
This podcast discusses the rise in popularity of smart speakers and voice technology and its current/future impact on customer experience.
The CX Angle Podcast: CRM Pitfalls and Recommendations
In this podcast, itelligence experts discuss three different pitfalls and recommendations to consider when implementing CRM for sales teams.
The CX Angle Podcast: Barriers that Impact Customer Experience
In this episode of The CX Angle podcast, itelligence experts discuss eliminating barriers that impact your ability to deliver a great customer experience.
The CX Angle Podcast: CX Winners – Domino’s
In this episode of The CX Angle podcast, itelligence experts discuss the success of Domino’s Pizza in transforming their customer experience.
The CX Angle Podcast: Why Talk About Customer Experience?
In the first episode of The CX Angle podcast, itelligence experts discuss the importance of customer experience and why we should be talking about it.
Trends in Field Service Management
SAP Service Cloud is a field service management solution that provides “one-stop” for customer service, field service and service management.
Machine Learning in SAP Sales Cloud – What Does it Mean?
Learn how SAP Sales Cloud is using machine learning and artificial intelligence for opportunity scoring, lead intelligence and more.
Our experts
Author Zeni Thakkar
Senior Director, Sales Solutions Zeni Thakkar serves as the Senior Director of Sales Solutions in the Hybris/Customer Engagement line of business for itelligence. She has 13 years of experience, focused on sales and service related SAP products and processes. Her responsibilities include growth and management of Customer Engagement… View all 9 posts
Author Mark Lowe
BI AMS Lead/SAP BusinessObjects Consultant Mark is a 20 year IT professional, specializing in SAP Business Intelligence solutions. Mark has a proven track record in the implementation and administration of SAP BusinessObjects, including data analysis, report/dashboard development and design. He’s performed numerous implementations and upgrades of SAP BusinessObjects for… View all 2 posts
Author Alex Kahsar
Solution Engineer Alex Kahsar is a Solution Engineer with the Presales and Solutions team at itelligence, where is has worked for the last 5 years. This team is chartered with finding the right solution for prospective customers and delivering high quality SAP demonstrations while establishing industry… View all 0 posts
Author Bo Andersen
Senior Sales Manager For the last five years, I’ve headed up international sales of itelligence products. Living in Germany, I’m acting out of itelligence Nordic. I work primarily as business developer, doing enablement of local sales staff as well as support sales and presales activities in the… View all 1 posts
Author Mark Albrecht
Vice President Global Head of Innovation Als Vice President Global Head of Innovation bei der itelligence AG ist Mark Albrecht verantwortlich für die SAP Innovationen, sowie Adaption der neusten SAP Technologien mit dem Schwerpunkt auf die Key-Technologien im Bereich SAP Leonardo, sowie die übergreifende Koordination und Abstimmung mit den Landesgesellschaften,… View all 6 posts
Author Michael Romaniello
Solution Architect, AMS Michael Romaniello is a Solution Architect as part of the AMS Advisory Services team. He is an experienced IT professional who has worked with SAP since 2004 in the Industrial Products, Chemicals, and Pharmaceuticals industries, among others. He has primarily worked with the Sales… View all 1 posts
Author Emery Streit
Practice Manager, SAP Solution Manager Emery Streit is currently the Practice Lead for the itelligence North America SAP Solution Manager program. He specializes in Application Lifecycle Management and support processes/tools for SAP Centers of Excellence. He has over 15 years of experience with IT Service Management and ITIL processes,… View all 7 posts
Author Ulrich Meine
Head of Global Managed Services Product Management Ulrich Meine has been working in the information technology industry for about 20 years. He held several positions at IT service companies as well as in other industries. His work always focussed on SAP technology and data center system operations. He joined itelligence in… View all 10 posts
Author Robin Hartmann
Business Development Manager Innovation & Portfolio, itelligence AG Together with our whole team I am, in my position as Business Development Manager for Innovation & Portfolio, responsible for optimization and enhancement of the itelligence portfolio. In doing so, we push ahead a lot of fascinating innovations. Thanks to my additional involvement in… View all 2 posts
Author Johann Heydenrych
Senior Vice President of SAP Solutions at itelligence As Senior Vice-President of SAP Solutions at itelligence, Johann Heydenrych is responsible for the development and accreditation of vertical industry solutions as well as sales, implementation, support and training of such solutions. He is also responsible for Pre-Sales and Sales Support Activities across all… View all 0 posts
Author Norbert Rotter
Chief Executive Officer A qualified bank clerk, Norbert Rotter studied business administration at the University of Paderborn and the University of Limerick, Ireland. In 1995, he began his extensive career at the Bielefeld office of the global audit company KPMG Deutsche Treuhandgesellschaft AG, where he was responsible… View all 1 posts
Author Stefan Hoffmann
Industry Solutions Principal, WSD, itelligence Inc. Stefan Hoffmann is an Industry Solutions Principal for itelligence North America focused on the Wholesale Distribution Industry. In this role he specializes in helping wholesale distributors with enterprise resource planning, digital technology and process transformation. Hoffmann has more than 25 years of experience in… View all 6 posts
Author Dan Cupersmith
Dan has been a key member of itelligence since 2006 and is responsible for go to market strategy for SAP EPM solutions. Dan possesses diverse experience in all aspects of the SAP implementation process, from proof of concept through pilot configuration, business process analysis,… View all 2 posts
Author Raghav Nookala
Director, Data Lifecycle Management Raghav Nookala is the Director for Data Life Cycle Management at itelligence. Raghav is a thought leader in the data migration and governance arena. He has nearly 20 years of SAP experience as an Enterprise Architect, Data Migration Specialist, Program and Project Manager. View all 3 posts
Author Rockford Patrick
Solution Manager Architect Rocky is a key member on itelligence’s Solution Manager Team, enabling customers to realize the possibilities that Solution Manager can deliver in their ALM journey. Rocky joined itelligence in 2008 and has had many roles throughout the organization: Consultant, Operations Lead, Process Delivery Manager, Operations Delivery… View all 2 posts
Author Matt Wischer
Solution Architect, Advisory Services Matt Wischer is a Solution Architect at itelligence with more than 19 years of IT experience in Supply Chain Management and over 17 years of experience with SAP application development, implementation, and support. His primary focus is on Materials Management and Logistics Execution, including… View all 0 posts
Author Robert Chicvak
Supply Chain Optimization and Predictive Analytics Bob Chicvak utilizes predictive analytics to optimize the complete supply chain. His work includes: inventory reduction while increasing customer service levels, customers at risk of churn, SKU rationalization, promotion effectiveness, product mix and predictive maintenance. A recent project at a CPG client reduced inventory… View all 7 posts
Author Gail Carr
Manager of SAP Maintenance Gail Carr is currently the Manger of the SAP Maintenance department for itelligence. Gail has been in IT leadership positions for over 35 years. Her IT career has spanned a variety of industries including food, automotive, aluminum, and retail where she held positions such… View all 0 posts
Author Jacob Wesenberg
Director, Innovation & Technology LoB Technical SAP expert within with in ermerging technologies like mobile, UX, Iot, Bots, AI etc. I’m working in the space between business needs and technological possibilities in order to identify the right technical building blocks to suit business requirements. My background is SAP technology… View all 1 posts
Author Thomas Nørmark
Director, Innovation & Technology I am a LoB director at itelligence Nordic, located in Denmark. I work in both management, product development, consulting and innovation. Since 2004, I have been working in several huge implementation projects as team lead, architect and implementation consultant. Recently I have started focusing… View all 5 posts
Author Ryan Kubec
Solution Engineer Ryan Kubec is a Solution Engineer with itelligence focused on Order to Cash business processes, User Experience, and Cloud Solutions. Ryan spent his early years with itelligence working as an implementation consultant with customers in the wholesale distribution, manufacturing, food/chemical, consumer products, and healthcare… View all 1 posts
Author Oliver Schöps
Head of Sales – Products & Cloud Solutions Since 2009, Oliver Schöps has been working in the field of IT product sales. After working in a software systems house in the B2B/EDI context, he moved to itelligence and took over the specialist sales unit for integration products (it.x-products & SAP NetWeaver PO)… View all 1 posts
Author Darshan Shah
Senior Vice President Darshan Shah is the Senior Vice President of the itelligence consulting organization. His team has delivered 100+ successful SAP Projects just in last 4 years. Under Darshan's leadership itelligence is successfully enabling customers in Digital Transformation with S/4HANA platform . Darshan has authored various… View all 2 posts
Author Doty Sinclair
Vice President, HR Solutions Doty Sinclair serves as the Vice President of HR Solutions in the HR line of business for itelligence. She is an experienced professional in all areas of enterprise talent and learning management, including HR strategic process design and improvement, learning strategy design, and HR… View all 8 posts
Author Ansgar Weege
Consultant My name is Ansgar Weege. I'm working as a consultant for MM and WPB at itelligence AG. View all 1 posts
Author Jörg Oberdieck
Head of Global Digital Practice – Customer Engagement & Commerce, Global Field Consulting For more than 25 years Jörg has been working in the IT industry. Starting off as a developer for ERP solutions and distribution logistics, he has subsequently gained broad experience as a project manager and consultant in various SAP Hybris projects since 2007. Jörg… View all 6 posts
Author Tom Saeys
Solution Director Innovations Technologies Tom Saeys is Solution Director at the Innovations Technologies team at itelligence. He is responsible for the Blockchain development and strategy at itelligence. As a member of the Education Competence Center at itelligence BNL, he leverages the it.education solution as a global standardized template.… View all 2 posts
Author Kevin Nierle
Engagement Manager Kevin Nierle is an Engagement Manager at itelligence specializing in Enterprise Performance Management (EPM) solutions, including SAP Business Planning and Consolidation (BPC), BusinessObjects Cloud, as well as BPC Embedded and BPC Optimized for S/4 HANA Finance. Kevin has been a key member of the… View all 6 posts
Author Wolfgang Möller
Global Director Discrete Industries & Internet of Things For more than 25 years Wolfgang Möller has been working in the SAP business. As consultant, project leader, and management consultant, he has operated in a lot of international projects. At itelligence, since 2000, Wolfgang Möller is responsible for the automobile industry and, for… View all 9 posts
Author Darren Mitchell
Director, Managed Services Solutions & Innovations "Darren brings almost 30 years of diverse experiences working with several Fortune 500 clients across management consulting, technology consulting, global delivery, pre-sales, sales & account management functions. He is currently the Director of the solutions and innovations team for itelligence North America's managed services… View all 0 posts
Author Inga Vogel
Head of International Marketing Head of International Marketing, responsible for the content/campaign factory as well as liaison between our global marketing community, external and internal partners. View all 1 posts
Author Jim Link
Design Consultant Jim brings 10+ years of SAP experience to itelligence, with exposure to BPC, SEM-BCS, SEM-BPS, BW and FI/CO. Jim’s industry experience includes real estate, banking, power and utilities, and food products and he has acted in many different roles ranging from business subject matter… View all 8 posts
Author Hans Kourimsky
Head of Global Supply Chain Digital Practice Hans Kourimsky is the head of the global digital Supply chain practice at itelligence. Since 2000, he has been active in supply chain implementations of SAP software. As a specialist with long-term and far-reaching expertise, Hans Kourimsky is in charge of strategic development and… View all 1 posts
Author Mario Randel
SAP BI Solution Advisor I am a Senior Consultant, Project Manager and Solution Advisor in the area of SAP Business Intelligence at itelligence North America and worked previously for itelligence Germany. I committed myself to always present customers the right and best available solution. Before my time at… View all 0 posts
Author Ingo Kiesewetter
Vice President, Technology Platform With more than 15 years of experience Ingo covers the technical side of SAP from infrastructure, 'Basis' to development and technical project management. In his current role as an Engagement Manager at itelligence he oversees the delivery of technical projects at a number of… View all 0 posts
Author Satyavrat Rastogi
Solution Architect, SAP C/4HANA "Satyavrat Rastogi serves as a Solution Architect for C/4HANA practice at Itelligence. He has extensive experience in cross-functional roles leading digital transformation projects in sales and service business processes. For over 15 years Satya is involved in assiting customers to get the best returns… View all 1 posts
Author Bill Strasser
Senior Vice President, Managed Services, itelligence North America Bill Strasser is Senior Vice President of Managed Services for itelligence. He has more than 20 years in a variety of industries, including Automotive, Manufacturing and Medical Devices, with a focus on building IT organizations that partner with the business to gain significant value… View all 14 posts
Author Thomas Kierkgaard
The author is no longer working for itelligence. The published articles are still available to you. If you have any questions or comments about the article or the topic, please contact us. Our experts are happy to help. View all 0 posts
Author Marco Emmenegger
SAP Expert Consultant / Projektleiter MAS Business Consulting Die Füsse im ÖL, die Hände an den “Things“ und das Gehirn in der Cloud: Als SAP Expert Consultant bei itelligence in der Schweiz bewege ich mich einerseits in der klassischen ERP Welt als Modulberater in den Bereichen SD, CS, PM bis zu generellen… View all 1 posts
Author Joseph Gadino
Senior Director, Customer Engagements Joe is a Senior Director of Customer Engagement for itelligence North America. He serves as a single point of contact for global delivery of SAP solutions to top tier accounts. Joe maintains high level, customer relationships from the time an account contacts itelligence through… View all 0 posts
Author Cheryl Bogenschutz
Senior Director Strategic Engagements Cheryl Bogenschutz is currently the Senior Director of Strategic Engagements for itelligence. Cheryl has been in IT leadership positions for over 30 years. Her IT career has spanned a variety of industries including Paper, Automotive and Retail where she worked on both operational and… View all 19 posts
Author Harish Menta
Senior Solution Architect Harish Menta is Senior Solution Architect. He has more than 13 years of SAP experience and has been part of full-cycle implementations, rollout, and support projects as FI/CO lead. He works in Advisory Services and Digital Transformation Team and plays a critical role in… View all 0 posts
Author Christine Turner
Sr. SAP Maintenance Support Analyst Christine Turner provides first and second level world-class customer maintenance support for all modules of SAP. She has been with itelligence Maintenance for 10+ years. She has 22+ years of experience in Finance, as well as over 27 years systems experience. Christine has worked… View all 1 posts
Author Toliver McIlhany
Lead Architect, Managed Services, Customer Engagements Toliver brings 18 years of SAP experience to itelligence, in the areas of Project Systems, Asset Management, and Materials Management including SCM functional. In addition, he has lead enterprise SAP end user training solutions. He has participated in multiple end to end SAP implementations… View all 0 posts
Author Abhishek Singh
SAP HANA Analytics Solution Architect Abhishek (Abhi) Singh is a SAP HANA Analytics Solution Architect at itelligence. With over 10 years of experience, he specializes in implementing Business Intelligence solutions utilizing SAP HANA, BusinessObjects, Data Services and BW. He is passionate about Analytics and has led several projects for… View all 5 posts
Author Rick Cobb
Senior Vice President Rick Cobb is itelligence North America’s Senior Vice-President for Marketing and Business Development. He is responsible for strategy and oversight of marketing and business development. He leads a team of people who help form the strategy and execute the marketing tactics. He has 22… View all 0 posts
Author Paul Kramer
Senior Delivery Manager, AMS "Paul Kramer serves as the Senior Delivery Manager for the SAP Maintenance line of business within itelligence Managed Services. Paul has been in information technology and support for over 19 years. For the last 15+ years, he has been delivering support of all kinds… View all 1 posts
Author Andy Steer
Chief Technology Officer I have responsibility for defining and driving the evolution of the business in step with our customers and partners. I spend most of my time listening and learning from 3 sets of people; our customers, our partners and our employees to ensure that we… View all 10 posts
Author Crystal Willett
Demand Generation Manager Crystal is the demand generation manager at itelligence. With over 15 years of marketing experience in a variety of industries, including manufacturing, ecommerce, commercial real estate and public utilities, she has focused her career on B2B marketing. Crystal’s expertise includes demand management, digital marketing,… View all 1 posts
Author Paul Rodriguez
Paul is a Financial Consolidations and Financial Planning expert with over 7 years’ experience with SAP Business Planning and Consolidations (BPC) SAP Business Warehouse (SAP BW), and ERP systems. He also has experience with other reporting and analytics tools such as Hyperion Financial Management… View all 0 posts
Author Bret Applegate
Senior Manager, Managed Services Customer Engagements Bret Applegate is a senior SAP Technical Professional with 15 years of IT industry experience, serving in a variety of roles ranging from SAP Basis Consultant, SAP Basis Lead, SAP Technical Architect, Hosting Delivery Manager for the itelligence Managed Cloud division, and, finally, in… View all 14 posts
Author Brandon Evans
Director, Products and Solutions Brandon has over 12 years of industry experience in wholesale, discrete and process manufacturing. He has focused specifically in the areas of supply chain - procurement, inventory, material planning, and internal warehouse processes. Over the past 8 years, Brandon has built trust with our… View all 21 posts
Author Rahul Urs
SAP Security & GRC Solution Architect Rahul Urs is a solution architect at itelligence who specializes in SAP security, SAP HANA, GRC solutions and BW/BOE. He leads a wide variety of projects, focusing on streamlining SAP GRC, SAP HANA, and SAP security to support compliance and new technology initiatives. Rahul… View all 16 posts
Author Bev Desjardins
Solution Architect, Supply Chain Beverly “Bev” Desjardins is a Solution Architect at itelligence. She is a Supply Chain Professional with 30 years of experience in Paper, Chemical, Steel, Consumer Office Products and Wholesale distribution companies. Her 16+ years of SAP experience covers the entire SAP project life cycle… View all 2 posts
Author Simen Huuse
Principal Expert, Innovation & Technology Simen is Norwegian native, currently stationed in Palo Alto, California. At itelligence he is a Principal Expert for Innovation and Technology and part of the Global Business Solution Team. He loves innovating with SAP tools, and has done so for over 10 years. He… View all 5 posts
Author Scott Chambers
Director EPM Technical Services / AMS Scott Chambers is the Director EPM Technical Services / AMS at itelligence, North America specializing in SAP Analytics and Enterprise Performance Management (EPM) solutions. He has 20 years of technology and business experience focused in IT, project management, operations and data processing management. Scott… View all 2 posts
Author Bob Meyer
Bob Meyer serves as the Vice President of the SAP Hybris line of business at itelligence. Bob has been in the technology space for over 25 years. For the past 19+ years Bob has been focused on delivering ecommerce solutions for B2C and B2B… View all 8 posts
Author Akos Beres
Design Consultant Akos has more than eight years of SAP experience, with exposure to BPC, BW, FI/CO, as well as other financial planning, consolidation and reporting solutions such as Hyperion Essbase, HFM, Cognos and MicroStrategy. Akos' industry experience includes retail, distribution, warehousing, manufacturing and R&D. He… View all 3 posts
Author Henrik Bruentrup
Global Business Solutions Bielefeld-based Henrik Bruentrup has been active in multiple international projects as well as the maintenance of a global Demo landscape. His focus hereby lies on Frontend/Gateway related activities, consisting of the setup, implementation and maintenance of SAP’s new UX Fiori 2.0 and the integration… View all 1 posts
Author Ina Felsheim
SAP Guest Blogger As a senior director, solution management at SAP, Ina drives global engagement in analtyiycs and information management. She defines strategic projects and drives them to completion by working across all aspects of the organization. She is responsible for defining global go-to-market strategies for solution… View all 0 posts
Author Ingo Jochim
Manager - Cloud Implementation Ingo Jochim has worked for itelligence as Senior Architect in Dresden since 2010, focusing on implementation and automation of large cloud environments. Ingo has more than 15 years experience in data center operations and likes Enduro off-road races. View all 1 posts
Author Christian Schmidt
Director Data ＆ Intelligence, Innovation Technologies I am the Director Innovation Technologies for itelligence. View all 2 posts
Author Dan De Bord
Senior EC Consultant With over 18 years of SAP experience, Dan De Bord is a seasoned and experienced Solutions Consultant and has been involved in over 40 SAP projects which includes 9 upgrades, and 50% of his SAP projects have included HR/Payroll components. With much of his… View all 12 posts
Author Brian Everett
Industry Solution Principal As an industry solution principal at itelligence, Everett is responsible for demand generation, sales, and solution development activities in the chemical and life sciences industry. He has been with itelligence for 17 years and has worked in the SAP ecosystem for 21 years. Prior… View all 2 posts