With global visibility into end user metrics, companies who have deployed Knoa Experience and Performance Manager not only know if core enterprise applications are delivering an acceptable user experience, but also if application users are executing key processes effectively and efficiently-- the key to sustaining business value and return on investment in enterprise applications.

When Kimberly-Clark wanted to determine how well its end users were doing with its SAP solution, it selected Knoa Enterprise Performance Management (EPM) for its ability to identify end-user experience and performance issues quickly. "Knoa's EPM has enabled us to optimize the use of SAP in our Polaris project which affects 16,000 employees. The system gives us real insight that we have used to simultaneously improve the performance of the SAP application and improve end-user proficiency, while reducing support costs." said Bonnie Hillsberg, Team Leader, Kimberly-Clark Corporation. "Using Knoa EPM makes the difference between having a vague sense that there's room for improvement, and knowing exactly what is and isn't working. Knoa EPM shows us the 'who, what, when, where, why, and how' we need to know to optimize user performance - and reap the rewards."

Value Targeting is a systematic approach to analyzing the functions of a program or system to identify opportunities for improving the performance, reliability, quality and efficiency of the end-users. It gives you information to maximize the value of both the monitored application and the Knoa solution. The experienced Value Engineers at Knoa can work with your Knoa EPM data to help your team identify key criteria and conduct valid data and ROI analyses. Knoa Value Engineers can help your team see things objectively and focus on the relevant data to enrich the value of the Knoa solution and the monitored application.

How can you tell if your end users are using your Siebel solution to its full potential?

Knoa Experience and Performance Manager (EPM) for Siebel provides you with detailed reports enabling you to identify, prioritize, and take action on end user experience and performance issues impacting end user adoption and effectiveness. The reports are highly graphical, clear, and easy to understand. Using Knoa EPM you'll be able to target and collect the precise information you need to optimize the return on your Siebel investment.

How can you tell how your SAP solution performs for each person who uses it? How can you pinpoint the actual issues with the real data you need to take corrective action?

Until now, that's been a difficult task involving surveys, occasional stop-watch timings or tracking calls to the help desk. You've never really had specific metrics to see if your employees are executing transactions properly, carrying out procedures correctly, or making the most of their SAP solution where it counts: in their day-to-day activities.

Now, SAP offers a unique end-user performance management product from Knoa Software, the world's leading provider of end-user experience and management solutions.

This on-demand webinar features a panel of industry experts who discuss problems and solutions in building and sustaining user proficiency with the SAP applications.

Key Questions are addressed:

• What is the relationship between training post-testing and actual user performance?
• Has your training program actually improved user performance?
• How do you know when you have delivered enough training?
• Are your key business processes that require tracking for policy or regulatory needs being performed in a compliant manner?
• Are end users effectively and efficiently executing critical SAP business processes?

1. Do you suspect your end users are not using your Siebel CRM solution efficiently and effectively?
2. Would you like to focus your end user support organization on more strategic Siebel CRM solution needs?
3. Would you like to maximize the ROI from your investment in Siebel CRM?

During this concise and informative on demand webinar, you will learn how Siebel customers like British Telecom and Phillips have deployed the Knoa application to drive incremental value from their CRM application - while simultaneously reducing costs of end-user support, IT support, and process engineering.

SAP user performance management expert Mark Tarallo will be joined by Thad Eidman, CEO of Knoa, as well as representatives from Kimberly-Clark during this lively hour of information and discussion. You will learn how Knoa User Performance Management for SAP helps capture actual user performance data for critical insight into process compliance, training requirements, and system adoption issues.

This whitepaper details a scenario where a billion-dollar heavy equipment manufacturer who used Knoa EPM to evaluate a shortfall in reaching a corporate performance objective - reducing the order to cash cycle. Corporate performance management is all about understanding the difference between what you've planned and what actually happens. If that understanding stops short of the end-user performance, this critical link in corporate performance is ignored. With Knoa EPM, the company discovered that the OTC process was compromised by ineffective and inefficient transaction execution.

This whitepaper presents a strategy for deploying Knoa EPM across the enterprise. For various business and technical roles it presents concrete recommendations and best practices that show how a single tool can be used by all stakeholders on the app support team to meet individual department goals and simultaneously improve application performance, reduce end user support costs and drive adoption and efficient, effective and compliant use.

For the first time ever, the application support team can have a comprehensive "fact-based" perspective about the end user's experience with the application. Knoa EPM gives you real metrics for all users, for all transactions, all the time. Plus, Knoa EPM captures a complete record of end user behavior and actions, before, during and after each transaction. This information is available, in real time, to the end user support team.

• Proactively solve problems before the phones start ringing
• Shorten problem resolution times.
• Reduce unnecessary escalations to Level 2 support.
• Eliminate costly on-site visits

Enterprises with mission critical Siebel deployments do not have accurate measurements of adoption, efficient use, and effective use of the application by the end users. Without these measurements, companies are unable to identify and resolve critical issues that impact the user's ability to optimize business process execution. The result is significantly reduced ROI, and significantly increased cost of application support.

• How can you tell how if your Siebel solution performs for each person who uses it?
• How can you identify which users have difficulty executing which transactions?
• What does it mean when your end users say the system is "slow"?
• How can you pinpoint the actual issues with the real data you need to take corrective action?

See how Knoa EPM can give you the answers.

Enterprise applications (like ERP, SCM or CRM) automate complex business processes where high levels of application performance are crucial. Yet many frustrated execs find that despite the small fortune they have spent on products to manage servers, networks and applications, the business constituencies still complain about the performance, usability and availability of the your enterprise applications.

In a recent study by Forrester Consulting, 87% of IT executives agreed that the best way to manage the service of business critical applications is to measure performance at the end-user level.

Knoa EPM captures actual response times, as experienced by the end user for all user, all transactions, all locations, all the time. Knoa goes beyond the response-time dimension to uniquely capture a complete picture of the end user experience including capture of end user behavior that can impact performance.

Knoa EPM delivers results to the entire application support team. This whitepaper outlines some real use-case examples submitted by Knoa customers. Scenarios are presented for:

1. Performance Management
2. Application Utilization
3. End User Proficiency
4. End User Support
5. Application Support/Engineering