Case Study 

Employee User experience analytics helps Graybar improve Help Desk support & maximize return on enterprise application investment.

About Graybar

Graybar Electric is an ~8500 employee Fortune 500 wholesale distribution business for electrical, communications and data networking products, and is a provider of related supply-chain management and logistics services.

The Challenge 

Graybar needed visibility in order to plan its cloud ERP migration, identify user issues, equipt their internal help-desk with proper technologies to boost efficiency and optimize business processes.  

Working with Knoa 

The enterprise is Using Knoa’s User Experience Management solution to facilitate its ERP enterprise software migration to the cloud, detect and correct user errors, improve employee experience, boost response time across transactions and improve internal help-desk. 

Knoa’s in-depth user analytics give Graybar full visibility into employee engagement with enterprise applications, to ensure the success of its migration by comparing pre- and post-upgrade user experience and response time. Graybar also leverages the solution to identify and address errors and inefficiencies without requiring employees to recreate their actions.

As an example, by providing a more complete picture of what employees are doing when problems occur, Knoa helped Graybar improve their internal help-desk.

Ashton McDaniel, Graybar:

“Before running Knoa, getting a help desk call about an issue, like a slow transaction response time, was tough. When I was on the service desk and I got that call, no user remembers what they were doing, ” said McDaniel. “And even if they remembered parts of what they were doing, they can never give you the exact substance to replicate the issue.”

Maximizing return on cloud migration investment: 

“Knoa has been a critical tool during our S/4HANA migration, as it provides crucial information that previously required time-consuming outreach to each user,” said Ashton McDaniel. “It has allowed us to verify that our system is processing faster and better than before, and has helped us determine whether observed errors are new, or from earlier problems that the upgrade did not resolve.” 

About Knoa Software Employee UX analytics solutions for SAP, Oracle and other ERP solutions: 

Knoa solutions shed light on every aspect of application usage and user workflows, helping enterprises protect and maximize investments in ERP enterprise applications and upgrades.  The unique insights it provides make it a powerful tool before, during and after a migration project, allowing enterprises to significantly minimize disruption and deployment time, ensure that the most important applications are migrated first, increase user adoption and satisfaction, and reduce overall costs, and equipt internal helpdesk. 

Knoa User Analytics

A sample of what you will see based on your own data:

Quantify the business impact of work interruptions caused by errors, so you can prioritize your Oracle Cloud support initiatives, such as refresher training or streamlining workflows.
Isolate performance hot spots by geographical location, so you can react to issues impacting user experience or productivity quickly, and in a targeted fashion.
Identify your superusers based on their efficiency and proficiency with Oracle Cloud, so you can recruit them as coaches for struggling users, or for your UAT cycles.
Perform fact-based learning-needs assessment, to identify who needs additional training, as well as which Oracle functions or business tasks they need to be trained on.
Measure user activity across all Oracle Cloud functions, to validate user adoption for key business processes and identify adoption gaps that need to be addressed through additional coaching or training.
Detect new error conditions introduced in your production and UAT environments, and track their evolution through the resolution cycle, to minimize their impact on production users.
Isolate performance hot spots for specific Oracle Cloud screens, user segments, or individual users, to help with root cause analysis and accelerate their resolution.
Prioritize your testing efforts based on actual utilization and other user experience metrics (error rates, performance), to optimize the impact of your UAT, with every Oracle Cloud upgrade.
Monitor utilization trends throughout the quarterly Oracle Cloud updates, to evaluate the impact of changes on user adoption and productivity.
Track every important user action, on every Oracle Cloud screen - to help your support team triage, prioritize, replicate, resolve and validate issues faster, for a better user experience.

Stay in the know to mitigate risks

Fully understand how employees interact with different cloud applications to identify specific areas for improvement, in order to mitigate risks before they get out of control and optimize the overall performance of applications.

Supercharge Employee Adoption

Proactively identify and address application usability or performance issues, training opportunities, process improvement opportunities, and process compliance issues – reducing process friction and employee frustration.

Drive productivity with Data-Driven Decisions

Knoa UEM spotlights application adoption and utilization, user experience and performance, and step by step executions of business workflows offering visibility into the factors impacting your workforce productivity, so you can make data-driven decisions around training, support, and business processes.

Contact us to learn more or book a demo

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