“Ashley’s involvement in resolving customer escalations hasn’t only helped untangle complex customer situations, but also reduced potential financial impact …..When handling commercial escalations for strategic customer projects, he proactively consults with my team and orchestrates input from other teams such as Legal, Sales and Delivery to ensure that every compliance aspect is covered.……I’m convinced of the value Ashley brings to our organisation, I’ve experienced it firsthand.”

“Ashley brings structure and objectivity to an escalation. In the case of project-related escalations, these can be complex, with many contributing factors, heightened emotions and risk to the organisations involved. He takes an objective view on the overall situation, engaging with all the appropriate stakeholders to get a 360 degree view. He has an eye for detail and covers all contracts and project artefacts and communications to get a full picture. He positions himself with the customer as an objective mediator, with a direct connection to the SAP Board, whose only remit is to find an acceptable resolution for both parties. This lands well with the customer.”

“I have worked with Ashley in the context of an escalation where the stakes and financials involved were significant, the risks of an actual litigation was also significant by the time Ashley was consulted …. He brought in an impartial perspective. He was able to assess the overall situation and present an approach and a strategy which was fact based with the overall interest of SAP at the centre. Empowered and able to speak on behalf of the Board yet collaborative and inclusive, he is able to be impactful in external discussions while maintaining information flow into the groups represented….. I felt much more comfortable with the working process of this complex situation once Ashley was engaged.”

“Ashley’s internal stakeholder communications are excellent, ensuring alignment across all areas and works seamlessly with the supporting functions such as legal, commercial, revenue recognition. His involvement allowed us to establish a healthy, objective dialogue with the customer, bring structure to the dispute and shape the resolution. His contribution also allowed SAP to secure it’s position in case the dispute turns legal. I highly recommend engaging Ashley upfront where you see a dispute brewing.”

“Ashley’s primary skillset is as a seasoned negotiator. In the APJ region, we have heavily utilised Ashley’s skills as a Commercial Escalation Director to address customer challenges that fall between processes….. Ashley has engaged with customers in situations where there were engagement/project challenges where the customer expectations did not match what was being delivered. It could be a contractual concern, a misunderstanding from the sales process or in parallel to a global escalation. We would engage Ashley before the issue became a legal matter.”

“Ashley is highly skilled in helping navigate through escalations. He has been an asset to the APJ business helping our customers and SAP work through escalation procedures while offering support and professional guidance to ensure SAP was able to meet the expectations of the customers and guide them towards their business outcomes….. He is respected in the industry by his peers and SAP customers alike.”