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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.
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Leading companies are implementing Knoa EPM to simultaneously improve application and end-user performance in their CRM deployments.
Shred-it chose to deploy Knoa EPM to optimize performance of SAP CRM and the people who use it to. Dan Snider, vice president, Business Solutions, Shred-it explains why. “In a CRM implementation, silence can be hard to interpret. With Knoa, we know if that silence masks adoption issues; if users are struggling with problems they aren’t reporting; or if, in fact, things are going as well as they seem.”
British Telecom has called on Knoa to manage its CRM Applications with some great results. Knoa EPM has helped BT drive top-line revenue, enhance customer experience and reduce application support costs.
Knoa was recently selected as a winner of the 2009 CRM Excellence Awards by TMC's Customer Interaction Solution. The 10th Annual CRM Excellence Awards are based on hard data, facts and figures demonstrating the improvements that winning products have made in a client's business. Knoa Experience and Performance Manager (EPM) was chosen for its ability to help clients extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.
CRM systems are one of the most challenging of enterprise software deployments because so much of the end-user behavior necessary to drive results is essentially voluntary. All too often, adoption and effective use of CRM functionality is hampered by a below par end-user experience with the application.
Without a strategy to measure end-user adoption, as well as gather insight about the end-user's experience with their CRM applications, many IT organizations are left with the reality that they can't manage and improve end-user adoption and proficiency. In the absence of comprehensive and representative data, many discussions regarding CRM application deployments are based on reported user impressions, limited visual observations, and occasional stopwatch timings. This results in extrapolations about the performance of the whole system that are inaccurate, and lead to decisions that are not in the best interest of the business. Recent CRM performance management research conducted by Knoa discovered that seventy-eight percent of respondents cite the value of comprehensive end-user experience metrics for enterprise CRM deployments, but only 20 percent have solutions
Knoa EPM offers a pragmatic way to solve to this problem. Knoa EPM monitors all aspects of the end-user experience with enterprise applications. End-to-end response times, application and system errors are key performance indicators of the end-user experience. Knoa EPM also captures metrics on end-user error rates, utilization and compliance — all key indicators of end-user performance. And Knoa EPM goes even further to capture user behavior and the actual workflow that the user experienced — before, during and after transaction execution.
Knoa EPM provides insight that can ameliorate or eliminate the underlying issues that affect adoption and cause inefficient and ineffective use of CRM applications. This insight gives application support teams access to real-time metrics to proactively address response time issues. Help desk personnel have immediate visibility into actual user interaction with the application, and they can quickly resolve end-user issues. Specific application areas, or specific users, that require additional training can be pinpointed and helped by training organizations. Process engineering can spot cumbersome work flows and errors that are affecting end-user satisfaction and efficiency, and business stakeholders can pinpoint adoption problems, such as who is using which transactions, how long are they active and how long are they idle.
