Solutions Across the Application Lifecycle: Expansion

Drive Adoption and Effective Use Cost Effectively

When you expand the user base for an enterprise application, your transactions and processes have been field-tested and proven. But, from the end user perspective, the experience is as new as during your first Go Live roll-out. You need to drive adoption and effective use of the application as intensely as in earlier application phases, without incurring a dramatic increase in support costs.

Insight to Drive Success

Knoa EPM gives you the ability to accurately measure the impact to the end-user without costly and incomplete sampling tactics. Gain a reliable view of adoption rates, issue resolution and use proficiency for all users, all transactions, at all times.

• Accurately gauge the success of the roll out by comparing Key Performance Indicators (KPI) for new users against existing users.
• Reduce support costs by identifying application performance problems, transaction failures and system errors before users begin calling the Help Desk.
• Accelerate problem resolution by eliminating the need to have end-users recount exactly what led up to the issue.
• Build user proficiency more quickly and efficiently. Target training materials to specific users for specific transactions that continue to limit their effective use of the application.
• Discover transactions that are being used heavily and those being avoided.
• Monitor compliance to intended procedures.

  The Value of Knoa EPM during Expansions for IT Functions

  IT Management

  • Deliver accurate status updates to the business without costly and incomplete sampling tactics.
  • Quickly prioritize issues with performance, errors, adoption, or proficiency that are impacting a successful deployment.
  • Accelerate problem resolution.
  • Avoid wasting resources on unsubstantiated problems and low impact issues.
  • Base the conclusion of the expansion program on solid metrics.
  • Achieve a quicker transition to a less resource-intensive Operation team.

  Application Performance, Engineering and Support

  • Discover performance problems before users start calling the Help Desk.
  • Base your priorities on facts. Use end-user metrics to substantiate or eliminate "perceived" issues.
  • Speed problem resolution by quickly identifying whether an issue is caused by an end-user action, application interface issue, or back-end infrastructure problem.

  End-User Training and Support

  • Measure the effectiveness of training from day one. Knoa EPM gives the Training team instant insight into end-user errors, navigation and workflow.
  • Identify specific users who need additional training for specific modules or transactions.
  • Discover user proficiency issues that are not causing errors, but are impacting efficiency.
  • Access a log detailing a user interaction prior to an error, eliminating time-consuming and inaccurate questioning of the end-user and the need to reproduce the error.
  • Shorten problem resolution time and user call times.
  • Reduce Tier 2 support escalations.
  • Eliminate costly desk-side visits.