The Pragmatic Guide to Service Cloud, Ekornes Edition
Ekornes' Global SAP Service Cloud Rollout: Real-World Lessons from a Multi-Brand Implementation
Join Community Chair James Fogarty and discover how Ekornes transformed fragmented customer care across multiple markets into a unified global service platform with SAP Service Cloud (v1).
In this practical session, James shares the complete journey—from initial drivers through to rollout challenges, integration decisions and the lessons learned along the way.
This virtual Roundtable event will be structured in a way that encourages open and honest discussions and we encourage you to bring your questions, ideas and experiences to the table.
What You'll Learn:
Moving beyond theory, this session delivers honest insights into deploying Service Cloud at scale across a complex, multi-brand organisation. James reveals which integration choices delivered genuine value, where friction emerged and what Ekornes would approach differently with hindsight.
You will gain clarity on the critical decisions that separate successful implementations from struggling ones—particularly the "integrate now versus later" choices that can make or break adoption. The session explores how UI optimisation, process simplification and global consistency drove user acceptance, whilst examining how service data can evolve beyond ticket resolution to become a strategic quality-management engine feeding production teams and leadership visibility.
Perfect for:
- Organisations planning or currently implementing SAP Service Cloud
- Companies running SAP C4C facing adoption, data consistency or integration challenges
- Business and IT leaders responsible for customer service, support or quality management
- CX, service and digital transformation teams seeking proven implementation strategies
This session answers the fundamental question: "How do we introduce SAP Service Cloud in a way that genuinely works for our users, integrates with our existing landscape and scales globally without creating chaos?"
Register now to secure your place and gain the insights that will transform your Service Cloud implementation.
Speaker
James Fogarty
Community Chairs
James Fogarty
James’ background in both arts and technology has given him a keen interest in user and customer experience. Over the past decade, he’s worked with internal and external process design, gone through two eCommerce implementations, and managed a global roll-out of Service Cloud, in addition to the BI and analytical work that forms his present-day job. James’ goal is to encourage great customer experience through data storytelling and cross-processed connected thinking.
Dale Dolan
Dale has worked with SAP since 2008, primarily across ERP platforms including ECC6 and S/4HANA in the manufacturing and engineering sectors. In addition to multiple ERP implementations and rollouts, he led the implementation of SAP CRM in 2014 and more recently delivered a global implementation of SAP Sales and Service Cloud (2023). He holds certifications in SAP Sales Cloud and SAP Service Cloud, and currently manages a team of SAP analysts supporting a global engineering firm across a broad SAP landscape including CX, S/4HANA, SAC, BTP, Fiori, BO and BW.
