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Shred-It Seeks Knoa's Help in SAP CRM Implementation
 TMCnet Contributing Editor
Knoa, a vendor of performance management software, reportedly has announced that Shred-it, an on-site document destruction company, has selected Knoa Experience and Performance Manager to improve end-user performance related to its use of the SAP ( News - Alert) Customer Relationship Management application.
Shred-it is implementing SAP CRM to manage all customer-facing interactions, including contract administration, service orders, invoicing and customer support services.
Dan Snider, vice president of Business Solutions at Shred-it, says he “had concerns” that the IT team would not have sufficient visibility into the real end-user experience with the SAP CRM application and the issues individual employees were encountering. “The ‘go-live’ implementation of products such as SAP CRM can require a very intensive, hands-on end-user support practice,” said Snider. “In those early critical weeks, everyone using SAP CRM should be in the line-of-sight of a support person.”
Shred-it chose to deploy Knoa EPM to help with the adoption and use of SAP CRM by the end-user population. Knoa EPM monitors application execution from the perspective of the end user, and provides metrics about the user experience as well as measurements on how people interact with software applications.
The software delivers metrics on the performance of the application, and what the Knoans describe as “visibility into the actual performance of the end users.”
Shred-it recently completed its initial implementation and is currently using Knoa to capture a wide variety of metrics about the SAP CRM application. “In a CRM implementation, silence can be hard to interpret. With Knoa, we know if that silence masks adoption issues, if users are struggling with problems they aren’t reporting, or if, in fact, things are going as well as they seem.”
Knoa is not to be confused with Knova. In March, Knova officials announced that KMWorld, a vendor selling to the knowledge, document and content management systems market, picked Knova as one of the “100 Companies that Matter in Knowledge Management.”
The 2008 list was compiled by KM practitioners, theorists, analysts, vendors and their customers and colleagues, and is in its eighth year of publication.
David Sims is a contributing editor for TMCnet. To read more of David�s articles, please visit his columnist page. He also blogs for TMCnet here.
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