Application Insight for the ERP Center of Excellence

The ERP Center of Excellence (CoE) is emerging as an organizational strategy that significantly increases the business results driven by an ERP implementation. For many companies, the CoE provides business and application expertise to support an organization's global or domestic ERP implementation by designing new processes, optimizing current ones, managing complex implementation projects, providing user support and training, and keeping the complex ERP system landscape up and running 24/7. In addition, the CoE ensures that all ERP products are implemented in a cost-effective manner and are used optimally, contributing to the overall Company's success.

How does Knoa Support the ERP CoE?

Knoa's EPM solutions provide a centralized management dashboard for the CoE.

Business Executives

For the business owner or department head, who needs to drive the highest possible levels of adoption and efficient and effective use of core enterprise applications to drive ROI, Knoa provides the following capabilities and benefits:

• Ability to pinpoint and analyze user adoption issues that are hindering the achievement of business results
• Ability to pinpoint and proactively remediate problems that could impact the efficiency or the effectiveness of the people using the application to accomplish business goals
• Minimal business disruption from issues with the application
• Less employee productivity impact when there is an issue (users spend less time on the phone with help desk. Problems are resolved faster)
• Ability to correlate business outcomes with efficient, effective application usage
• Reduce the cost of the ongoing support organization for key enterprise apps

End-user Support

For the End-user Support team, that struggles to quickly and efficiently react to employee problems and strives to proactively out-reach to employee hot-spots, Knoa's comprehensive reports on user-errors, response time problems and quality issues enable proactive outreach and resolution of issues before they become a serious business problem Knoa's comprehensive workflow reporting provides the following capabilities:

• Illuminate the differences between employee reports about incidents and the reality surrounding them
• Reduce the average time spent with each user
• Improve first-call resolution
• Reduce escalations to tier-two support
• Support more users or more applications with the same staff
• Accelerate time to resolution
• Minimize the need for costly on-site visits
• Eliminate non-reproducible problems

Training

Knoa's comprehensive end-user performance metrics enable the End-User Training team the ability to leverage training resources to deliver maximum business impact and drive ROI for specific training investments:

• Identify precisely where users need additional training or performance support
• Decrease the time needed to obtain accurate user performance data
• Allocate training resources based on areas of need
• Calculate training ROI

Application Performance

For the Application Performance or IT Operations team, that needs to ensure that response times are within targets defined in the SLA and deliver quick remediation to response time problems, Knoa provides the following capabilities:

• 100% visibility into the actual application performance profile
• Ability to determine the impact of user actions on transaction performance
• Ability to prioritize and allocate resources for the highest business impact
• Correlate reports from infrastructure performance data to understand which end-users have actually been impacted

Overall, The CoE helps to breakdown the walls between IT and the business community and establish a new way to provide sustainable support that remains business-focused. Knoa EPM helps the CoE achieve its full potential.