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Use Case: Application Support & Engineering
Application Support & Engineering
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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
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Key Performance Indicators (KPI) that report user errors on an aggregate level were useful in resolving another vexing issue for that same electronics provider. There were grumblings in the outside sales force that the opportunity management screen was really difficult, slow and cumbersome.
When the KPI information for errors was reviewed, the application team noticed that virtually every end-user was making the same errors on these screens. The first instinct was to schedule an e-meeting retraining session. However, a closer review of the recorded work flow for a representative sample of users revealed that the errors were being caused when the sales reps were trying to put data in extraneous fields that were not required for the transaction. The fix was simple. No retraining was needed. The application team removed those fields from the screen and the errors were eliminated. The end-to-end transaction time improved by 25% as well.
Use Cases
> > Performance Management
> > Application Utilization
> > End-User Proficiency
> > End-User Support
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