End User Experience and Performance Management - Knoa Software - www.knoa.comEnd User Experience and Performance Management
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Customer Perspectives

"We had been looking to deploy a response time monitoring tool, when we evaluated Knoa EPM, which monitors the complete user experience. The insight into actual end-user experience gives us benefits across the board, helping target response time issues, solve end-user problems faster, identify usage and adoption issues, and even make priority decisions on ongoing application investments."

Stuart Smith, Director of CRM Application Performance, British Telecom
Solutions Insight for the Entire Application Team
End User Experience Monitoring and Management

Operations...Development...Training...Support...Business Owners... People across your organization need end user metrics to ensure that your applications perform to expectations and to ensure their effective utilization.

Knoa Experience and Performance Management (EPM) solutions provide insight into the end user experience that your entire IT team can use to improve application development, delivery, support and adoption.

IT Management

IT leaders who need to prove the value of their efforts in business service management terms require reliable end user metrics. They need to document performance levels and provide cross-functional insight into service delivery. Knoa EPM delivers comprehensive, accurate data so your IT management team can evaluate Service Level Agreements, prioritize resources, make data-based decisions, and ensure IT delivers value to the enterprise.

Line of Business Executives

You invest in applications to achieve top and bottom line business results: increase revenues, cut costs, bring products to market sooner, comply with regulations, and improve core end-to-end processes. But too often, something unexpected happens along the way to realizing that ROI. Months after ‘go-live’ fundamental Key Performance Indicators (KPIs) have not improved as planned. The most critical factor determining your long-term ROI from an ERP application is the ability of your end-users to effectively execute your business processes. Knoa's solutions give organizations a new focus on end-user adoption, utilization and performance, uniquely capturing a complete picture of end-user experience and behavior.

Application Performance

If your monitoring tools indicate that application performance is on track, why are end users complaining? Knoa EPM monitors performance from the end user's perspective-for every transaction, every user, every time. Knoa EPM enables you to quickly identify real end user performance issues so you can determine an appropriate course of action. With Knoa EPM’s global performance profiles and alerts you can transition from reactive performance issue resolution, to proactive performance management.

Development and Testing

Design new user interfaces based on how end users really work. Knoa EPM reveals end user behavior, error frequency, and navigation paths so you can create a truly intuitive design that requires minimal training or behavior change. EPM application and transaction use metrics also enable testing and validation groups to develop real-world scripts and help developers prioritize resources for fixes and improvements.

End User Training

Spend your training investment where it will have the greatest impact. Knoa EPM's ongoing monitoring metrics help you pinpoint specific application areas where end users need extra help. Target your efforts to maximize end user productivity and minimize your training budget.

End User Support

Your help desk can resolve issues more quickly when you have immediate visibility into user actions. Knoa EPM provides comprehensive ‘step by step’ replay of end user behavior and experience that eliminate end user interrogation and problem reproduction. Real-time metrics eliminate layers of troubleshooting and unnecessary escalations. Rapid issue resolution reduces support costs, improves productivity and improves the overall end user experience.