Deploying a CRM system can be challenging because your results depend a lot upon end-users' behavior. All too often, issues with end-user training or process compliance hamper the adoption and effective use of a CRM application – but how will you know?
Avoid inaccurate conclusions about CRM application performance
Lacking hard data about end-user experience, many companies rely on reported user impressions, limited visual observations, and occaisonal stopwatch timings. This can result in erroneous assumptions about system performance and bad business decisions.
To achieve maximum ROI, you need a strategy and methodology for measuring end-user adoption, and gathering insight about the end-user's experience with your CRM applications.
Lift the blinders off CRM system use to maximize ROI
Knoa EPM monitors and provides metrics on all aspects of the end-user experience with enterprise CRM applications including:
- End-to-end response times
- Application and system errors
- End-user error and utilization rates
- Compliance with business processes
- Actual user behavior and workflow before, during and after transaction execution
Gain valuable insight for your CRM application support team
This insight gives application support teams access to real-time metrics to proactively address issues:
- Help desk gets immediate visibility into actual end-user behavior, so they can quickly resolve issues
- Training can pinpoint specific application areas, even specific users, that require additional help
- Engineering can spot workflows and errors that are affecting end-user satisfaction and efficiency
- Business stakeholders can see adoption trends and spot process compliance issues
Top companies rely on Knoa to foster CRM success
Leading companies, such as Shred-It and British Telecom, have chosen the CRM Excellence Award-winning Knoa EPM to improve application performance in their CRM deployments. As the Shred-It Vice President of Business Solutions explains:
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."
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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. With one of Europe's largest Siebel deployments, and 8,000 new users on the way, the stakes were high...