About Tate & Lyle
Tate & Lyle PLC is a ~4,000 employee supplier of food and beverage ingredients to industrial markets. The company is listed on the London Stock Exchange. Their customers include many of the world’s largest food and beverage manufacturers, and industrial and pharmaceutical companies.
The Challenge
Tate & Lyle were dealing with limited objective measurement of Cloud ERP application and business processes adoption. They suffered from insufficient data related to adoption roadblocks, including application performance from the user perspective, and system and user errors. Therefore, they were not able to identify areas where users could benefit from targeted training.
Working with Knoa
The enterprise onboarded Knoa’s User Experience Management solution to detect and correct user errors, optimize training programs and reach healthy adoption rates.
Knoa’s in-depth user level employee analytics allowed Tate & Lyle to visualise real data and instantly identify the most acute user errors and work flows that must be improved through dedicated training programs.
In their own words:
“We use Lean Six Sigma as a methodology for continuous improvement. This method relies heavily on data points. Knoa provides defining data to the problem, base-lines of time spend, defects (errors) and impact volumes when in our Define stage. It helps us measure the problem as it relates to our process. We analyze outliers, process capability and root cause. We also use Knoa to ensure improvement efforts have been controlled.”
Results:
In the image below, data shows the drop in user errors in the month after the training delivery:
Business results included:
- Improved process performance. To gain an understanding of labor intensive processes, the Global Support team used Knoa to track processes and workflows, making it easier to identify improvements.
- Improved training efficiency. Training materials were revised to reflect the correct process steps for creating purchase requisitions, resulting in a sharp drop in user errors and increase in user productivity.
•Improved user support. The Global Support uses data presented by Knoa to isolate transaction codes with slow performance for the users, in order to proactively address the issues before users call the help desk.
The image below shows one out of many examples of the effectiveness of Knoa’s data on mean transactions times:
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 equipped internal help desk.
View sample use-cases taken from Knoa’s dashboard:
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.
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