The Third Stakeholder: The End-User's Impact on CRM ROI
Knoa Experience and Performance Manager (EPM) monitors enterprise applications from the perspective of the end user to capture the actual end user experience. Knoa EPM captures transaction response times as well as ecosystem and application errors -- along with a time-synchronized workflow -- from all users, at all locations, at all times, across the entire application. This information is used for alerting and proactive remediation of end user issues (whether they are system errors, user errors or performance problems). Knoa EPM also analyzes and aggregates information to provide actionable insight into process compliance, training requirements, adoption issues and a number of other management dimensions.