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 visualize real data and instantly identify the most acute user errors and work flows that must be improved through dedicated training programs.
“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.”
Achieved Business Results
- 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.
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.