Knoa Software Helps Boticário Group Manage SAP ERP Performance, Through Integration with CA Spectrum® and ServiceNow

By April 5, 2017 No Comments

SaaS Solution Provides C-level Executives with Instant Insight into True End-User Experience

New York, NY, April 5, 2017 – Knoa® Software, a leading provider of user experience management (UEM) software, today announced that Boticario Group, Brazil’s largest cosmetic company and the largest cosmetics franchise in the world, is utilizing user analytics from SAP® User Experience Management (SAP UEM) by Knoa as part of an integrated monitoring framework (in conjunction with CA Spectrum and ServiceNow), to proactively manage the performance of its SAP ERP application.

For its executive-level reporting of operational performance, Boticario Group is tracking a confidence index spanning its entire SAP software infrastructure. The end-user data provided by SAP UEM is a key component of this analytical framework, as it reflects the true experience of SAP software users. The data in SAP UEM is coupled with system performance and availability data from classical application performance management (APM) tools, including CA UIM (Unified Infrastructure Management) and AppDynamics, for a complete view of operational performance.

Boticario Group uses SAP UEM to monitor actual user performance in key business areas, such as finance and logistics. Data from SAP UEM and other sources is integrated into a single repository, residing in CA Spectrum, where it is then extracted for reporting using Microsoft’s Power BI.

Boticario Group’s IT organization will employ the same monitoring and analytical framework in support of its migration to SAP S/4HANA® and the SAP Fiori® user experience. With a single instance of SAP UEM running in the cloud, Boticario Group is able to collect end-user analytics across the entire SAP software landscape.

Boticario Group selected SAP UEM after a thorough evaluation of multiple solutions. “We found SAP UEM to be the best product on the market, in both functionality and ease of use,” said Nicholas Alexandre Pierri, senior IT consultant, Boticario Group. “Boticario Group appreciates the valuable contribution of our employees, and we have made significant investments in state-of-the-art technology to improve efficiencies across the board. User analytics with SAP UEM have provided valuable insight into the performance of our SAP software environment and enabled us to identify unique improvement opportunities.”

Boticario Group’s Help Desk operations are also leveraging the solution to improve support service-level agreements through automation. SAP UEM will also be integrated with the company’s ITSM solution, ServiceNow. SAP UEM alerts will automatically trigger support incidents. With instant visibility into the issues impacting production users, Boticario Group’s support team is able to take a more proactive role and address end-user needs more quickly.

“Boticario Group’s innovative integration of end-user data with classical performance management data provides a unique vantage point for prioritizing high-value initiatives,” said Bogdan Nica, Knoa’s Vice President of Product and Services. “With this user-centric approach, the IT organization is able to focus on the issues that will have the most significant impact on user productivity and performance. We’re excited to see Boticario Group join a growing list of SAP customers who leverage user analytics in their migration to SAP S/4HANA.”

About Knoa Software

Knoa Software delivers on-premise and cloud solutions that generate unique insights for the optimization of the end-user experience for enterprise applications from vendors including SAP, Oracle and others. Knoa’s patented software provides CIOs and business executives the actionable metrics needed to help ensure organizations and end-users realize the full value of their enterprise application investment. Headquartered overlooking Union Square in New York City, Knoa provides solutions that help hundreds of global corporations and government organizations make impactful, real-time, fact-based decisions that enrich and maximize the experience for over a million end users. For more information, visit or follow us at @knoasoftware on Twitter.

About Boticario Group

Boticario Group is Brazil’s largest cosmetic company and the largest cosmetics franchise in the world, with over $3.3 Billion in Sales, and more than 3755 stores in Brazil, Portugal, Mexico, Bolivia, Peru, United States, Paraguay, Japan, France and Venezuela.

Established in 2010, the Boticário Group is an international reference in retail beauty. Boticário Group controls four business units, and is the maintainer of the Boticário Group Foundation for Nature Protection. It is present in nine countries and has a workforce consisting of 7,000 direct employees who believe that beauty is not what we dream, imagine or want. Beauty is what we do. For more information on Boticário Group please visit:

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