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 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.