New York, NY, July 11, 2017 – Knoa Software, a leading provider of user experience management (UEM) software, today announced that ABB Mexico, a global leader in power and automation technologies, is using SAP® User Experience Management (SAP UEM) by Knoa to solve business operations issues and improve user experience for its SAP applications. The SAP UEM application provides complete visibility into employee engagement with enterprise applications, enabling the company to pinpoint the causes of system errors, identify gaps in training and improve business processes. Since the SAP UEM implementation in January 2016, it has been used in conjunction with SAP Learning Hub and the SAP Enable Now solution (formerly SAP Workforce Performance Builder), and ABB Mexico has identified a 35% reduction in support tickets.
ABB Mexico began using SAP UEM in 2015 across 11 components of the SAP ERP application, 850+ employees and six location offices, including the Manufacturing Plant. SAP UEM helped the company manage SAP software implementation projects in a test environment, rapidly trace the cause of errors, identify strategic training areas for employees, reveal the most- and least-used transactions, and more. This same concept can be used in other projects for new functionality of SAP software or SAP software upgrades.
“SAP UEM is helping us address not only typical software errors, but also issues related to cultural differences,” said Carmen Segoviano, SAP manager at ABB Mexico. “For example, Latin Americans tend not to read pop-up alerts; in our culture, people tend to just to hit ‘enter,’ ‘enter,’ ‘enter,’ which can lead to extremely costly errors. One of the best functions of SAP UEM is its ability to implement alerts that let us know when a user is doing something like this, so that we can solve the issue before it leads to a business operations problem or, even worse, has a massive impact on the business. SAP UEM provides benefits for every single area of our operation, ultimately freeing us to spend less time training and problem solving, and more time creating within a controlled environment of using SAP software.”
Knoa is an SAP partner whose user experience management solution is resold by SAP as an SAP Solution Extension. SAP UEM sheds light on application usage, user adoption and user workflows, helping customers protect and maximize investments in SAP applications and upgrades.
“We are proud that SAP UEM by Knoa has helped ABB Mexico reduce its support tickets by such a significant percentage,” said Brian Berns, CEO of Knoa Software. “ABB joins an ever-expanding list of companies that are using SAP UEM to improve user experience, increase adoption and boost productivity. We have enjoyed working with the team in Mexico, and hope to assist with deployments in additional ABB offices in the future.”
About Knoa Software
Knoa Software delivers on-premise and cloud solutions that generate unique insights for the optimization of the end-user experience for solutions 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 further information, visit knoa.wpengine.com or follow us at @knoasoftware on Twitter.
About ABB
ABB (ABBN: SIX Swiss Ex) is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids, serving customers in utilities, industry and transport & infrastructure globally. Continuing more than a 125-year history of innovation, ABB today is writing the future of industrial digitalization and driving the Energy and Fourth Industrial Revolutions. ABB operates in more than 100 countries with about 132,000 employees. www.abb.com
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