British Telecom Calls on Knoa to Manage Siebel CRM Applications
Knoa End-User Experience Management Helps BT Drive Top-line Revenue and Enhance Customer Experience while Reducing Application Support Costs
NEW YORK--Knoa, a leading provider of experience and performance management software, today announced that British Telecom (BT) one of the world's leading providers of communications solutions and services has deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization.
BT’s Retail Division turned to Knoa prior to undertaking an ambitious upgrade of its Customer Management Platform, based on Siebel software. As a requirement of the upgrade, business managers sought greater visibility into the effectiveness and adoption rates of the Customer Management Platform, including an accurate gauge of business critical measures such as call center handling times and user adoption rates.
Knoa EPM monitors application execution from the perspective of the end-user, and provides precise metrics about the user experience as well as measurements on how people interact with software applications. The software delivers the most accurate metrics possible on the performance of the application, and an unprecedented level of visibility into the actual performance of the end users.
Knoa EPM enables BT Retail Division to drive consistently high revenue generation from each customer service agent by enabling the IT Team to identify and focus on the highest priority issues that are affecting agent productivity, customer experience or effective process execution. Knoa EPM metrics help the team determine where to apply corrective remediation in real time for the maximum business results.
“BT evaluated other user performance applications but found these did not record individual transaction navigation or response time without significant development costs,” said Stuart Smith, Director CRM Performance at BT. “Without requiring any configuration or extensive set-up, Knoa EPM captures real end-user response times, ecosystem and application errors, and user behavior. This visibility enables us to uncover and resolve problems that would have extended transaction times and impacted end-user efficiencies in the past.”
Knoa EPM has proven an effective resource for decision making about BT’s IT investments by capturing important data such as key metrics about software upgrades; delivery of an acceptable user experience; effective execution of key processes and user productivity and employee training. Since implementation of Knoa EPM, BT has seen significant ROI, both quantitative and qualitative including:
"For true customer-centricity, organizations need to leverage a tireless focus on improving customer experiences and in aligning to customer-intents,” said Isher Kaila, Research Director, Gartner. “Performance management and the ability of enterprises to select actionable and appropriate metrics for their CRM initiatives distinguish those firms that achieve CRM success, from those that struggle when deploying a CRM solution. Accelerating end-user adoption of CRM products along with a consistency of that end-user experience will be paramount in deploying successful CRM applications, and in management of transformational CRM change."
"We had been looking to deploy a response time monitoring tool, when we evaluated Knoa EPM, which monitors the complete user experience,” said Stuart Smith. “Knoa gives us insight into actual end-user experience that provides benefits across the board, helping target response time issues, solve end-user problems faster, identify usage and adoption issues, and even make priority decisions on ongoing application investments."
Knoa® is redefining the performance management industry with software products that go beyond infrastructure and application performance to monitor, measure and manage how end users are utilizing an application to optimize business process execution. Knoa customers not only know if core enterprise applications are delivering an acceptable user experience, but also, if application users are executing key processes effectively and efficiently -- the key to achieving business value and ROI. Knoa is headquartered in New York, NY. For more information about Knoa, please visit www.knoa.com.
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