Ontdek de waarheid achter het échte gebruik van uw SAP systeem – met harde cijfers.

Discover the real usage of your SAP software – with hard figures

Marjolein De Wit - SAP Doug Stasko –Knoa Software

Your Presenters

© 2011 SAP AG. All rights reserved. 3

25% of reported performance problems

are not real

75% of system and application errors are

never reported

45% of end-user training is delivered to the wrong

need

50-60% of application functionality is not used

30% of performance problems are caused by

user behavior60% of upgrades and

roll-outs cause business disruption

The end-user visibility gap


SAP User Experience Management – What is it?

“Knoa Technology is the market-leading provider of enterprise performance management solutions, on-premise and cloud, that monitor, measure, and manage how end-users are utilizing enterprise applications to optimize the end-user experience, enhance user performance, and deliver ROI in real time”


Knoa Product Strategy

Connect: 100% Automated & Complete Monitoring of Core Enterprise Applications

Discover: Analytics Dashboard Delivers User Experience & Performance Data

Manage: Optimize Performance & Deliver ROI

Action.


SAP UEM by Knoa delivers value across enterprise

Application SupportEnd-User Support Application Dev and QA

IT Stakeholders

Business Department Heads Governance, Risk & ComplianceTraining & HCM

Business Stakeholders


SAP UEM by Knoa Product

Old New

UEM 5.5

Standard Reports

No Flexibility Standard Reports Complete Flexibility

Imbedded Analytics


Product Demo

Interested?If you are interested in SAP UEM by KNOA? Feel free to contact [email protected]

Any questions?

Thank you for your attendance!


Appendix


User Support Dashboard SAP UEM 7.0


Application Support Dashboard SAP UEM 7.0


Training Dashboard SAP UEM 7.0


User support success story

Industry: Healthcare Services Revenue: $108 Billion Employees: 35,000 Monitored End-users: 13,000

Challenge Suboptimal use of SAP Increasing support costs Increasing Service Transition

Cost/Timeframes High ‘cost to competency’

Primary Stakeholders IT Program Management Office End-user support

Goals Understand and optimize

end-user effectiveness Reduce end-user support cost

Value Drivers Identified under-adopted functions 20% reduction in Warranty Periods 35% reduction in MTTR 20% reduction in training costs 2X productivity gain in user support Decreased “cost to competency”


Training success story

Industry : Aerospace Revenue: $4.5 Billion Employees: 20,000 Monitored End-users: 6,000

Challenge Expected high turnover in

next 3-5 years creates need for fast on boarding of new employees.

Primary Stakeholder HCM/Training

Goals Targeted training Objective User Performance

Assessment Expose user adoption issues Identify system performance

issues

Value Employees at full effectiveness in

weeks not months Reduce Training Costs Reduce end-user support costs


Challenge Highly Complex Environment with

20,000 end-user Inability to validate problems Decreasing utilization Manual effort to collect metrics Can’t identify investment priorities

Primary Stakeholder: Center of Excellence Director, Help-desk VP Compliance LOB owners

Goals Improve satisfaction rating to

4.5 out of 5.0 Decrease ERP support costs Continue to drive adoption

Value Drivers End-user productivity gains of 2-10% 20% reduction in training costs 2-5 FTE reduction in process support Support tickets reduced by 7% 10% improvement in resolution times

Industry : Food and Beverages Revenues: $34 billion Employees: 127,000 Monitored End-Users: 5,000

User adaptation & efficiency success story

Ontdek de waarheid achter het échte gebruik van uw SAP systeem – met harde cijfers.

Technology

Transcript of Ontdek de waarheid achter het échte gebruik van uw SAP systeem – met harde cijfers.