With the Knoa EPM solution you can identify 100% of all user-experienced errors, whether they are caused by user actions or by any of the application layers. Knoa EPM also gives you the context in which each error was encountered and the path that the user took before encountering the error. This information is available in real-time for the end-user support team.
By implementing Knoa EPM, the IT department of a leading computer services company realized that a large percentage of the errors encountered by users were never reported to the Support Desk. In particular, a single error type, generated while executing searches, accounted for 25% of all errors generated by the company’s CRM application.
The productivity losses and infrastructure impact of repeated and failed queries executed by users amounted to thousands of dollars each day.
Based on the Knoa data, the IT department promptly identified the issue, which was then addressed with a two-fold strategy:
- Provide targeted user training in order to avoid the error, in the short run, and
- Re-engineer the search functionality of the application to eliminate the error altogether, in the long run.
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"Because SAP UEM helps us identify employees with the highest error rates, we can focus the training on their needs rather than take a broad-brush approach."