Customer Success Story British Telecom Calls on Knoa to manage Siebel CRM Applications British Telecom deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization. This case study highlights the results BT has experienced using Knoa in its Retail Division Knoa EPM enables BT Retail Division to drive consistently high revenue generation from each customer service agent by enabling the IT Team to identify and focus on the highest priority issues that are affecting agent productivity, customer experience or effective process execution. Download now>

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.

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.