Enterprise and Solution Architect
At SAP, we believe that when you bring everything you are, you can become everything you want.
Trust is the most valuable currency with the customer.
Enterprise and Solution Architect,
Winner of the SAP Services Heroes Awards
Co-innovating with the customer to implement smart technology in an OCC
As an Enterprise Architect, Robin Haettich is responsible for co-innovating with customers to implement and continuously improve on end-to-end intelligent Operations Control Centers (OCC) covering the entire on-premise and cloud solution landscape.
On a recent customer engagement, the team collected the customer’s requirements, mapped the pain points and practice gaps, prioritized recommendations and best practices, and embedded smart technology like machine learning, robotic process automation, and conversational AI, to support the customer’s transition to AI operations.
Demonstrating their success with the customer was a crucial proof point for SAP; and as a result, created more requests from other customers. This has created service revenue for SAP - but even more important to Robin is that the customers are happy with their SAP systems and services.
When it comes to working with customers, Robin says, “Trust is the most valuable currency with the customer, even more so than our revenue. In IDG (Intelligent Delivery Group) trust is essential, because we are the first responders supporting our customers when something isn’t going to plan.”
COVID brought unexpected challenges, but Robin and his team were able to manage customer expectations and adapt to the 100% remote working conditions. It was also an opportunity for a lot of growth. He reflected, “No customer is the same; and when you can’t meet face-to-face, you have to gauge their feelings and experience over a phone call instead of being in the same room. I’ve learned a lot from having to be 100% remote.”
Recently, Robin received the SAP Services “People’s Choice” award as a recognition of his passion, dedication and hard work, as well as the support he has given to hundreds of customers over time. An overall rewarding experience that affirms Robin’s deep conviction that customer success is paramount to personal success. Robin acknowledges that one never knows what’s coming next, but he is committed to continuing to provide best in class operations experiences for SAP customers.
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