Accelerate Problem Resolution with end user metrics and workflow
Knoa EPM captures a complete record of end user behavior, before, during and after the transaction. This end user workflow data transforms the end user support process.
A major electronics company was well into their deployment of their CRM solution. An inside sales reps in the Raleigh NC call center was experiencing problems. The information being communicated to the support team from the help desk was very sketchy and incomplete. In the past the CRM support team would spend hours on the phone with the inside rep, and often had to make a costly on-site support call to deal with issues like this. However, Knoa EPM enabled a dramatically different approach. Through the management console, they reviewed this ISRs’ recorded experience with the application.
First the team looked at the metrics and found that the response time she was experiencing was fine – well within the sub-3 second goal. Next they found that she was generating four times more user errors than her peers. Investing further, by looking at a recorded record of her actual interaction with the application, they found she was using an incorrect process to validate the customer information (a common process step in many different transaction types). With this insight, her supervisor was able to instruct her in the proper customer validation process and “the problems with the system” were quickly resolved.
|
