Upgrades to your enterprise systems – especially upgrades to the ones that run your mission-critical applications – can bring dramatic benefits to the business. But often these benefits aren’t realized to their full extent. IT often has limited capabilities when it comes to determining how well and how easily users are adopting a new technology, which in turn limits the opportunities to configure an upgrade for an optimal user experience. Without an efficient way to measure user adoption, the true success of an IT project – or if the project was even a success at all – can never fully be known.
This was an important concern for Graybar, a distributor of electrical, communications, and data networking products, as it embarked on its migration to SAP S/4HANA. The Fortune 500 company understood that ensuring the success of its migration meant ensuring widespread user adoption and satisfaction. But reaching out to users for feedback could be a time-consuming, difficult task. In addition, talking directly to users can cloud the conversation with emotion. Graybar needed a tool that would provide the company with objective data about user adoption, not subjective reports about whether or not a particular user happens to like the change.
Graybar found the solution to this challenge by implementing the SAP User Experience Management (SAP UEM) application by Knoa. This application provides in-depth analytics on the user experience, documenting application adoption, utilization, and performance. By implementing this application in conjunction with its SAP S/4HANA migration, Graybar was able to ensure that the migration project met its business goals.
SAP UEM gives the IT department insight into application usage and user workflow efficiency, thereby enabling businesses to minimize disruption and deployment times, boost user adoption and satisfaction, and reduce costs. It can also help organizations detect performance issues, process improvement opportunities, or potential compliance problems. The SAP UEM reporting console, powered by SAP BusinessObjects, delivers user experience data in actionable dashboards and interactive reports.
The insights provided by SAP UEM make the solution ideal for use before, during, and after an SAP S/4HANA migration project. Graybar first implemented SAP UEM at the start of its SAP S/4HANA project and now uses it to monitor user experience across 250 locations in the United States. The company reports having identified several areas where SAP UEM has given it the insights it needs to improve processes, and it has developed plans to make improvements based on those insights.
SAP UEM has allowed Graybar to not only verify the success of its SAP S/4HANA implementation, but to continue verifying the success of its SAP applications going forward. With the help of SAP UEM, the company’s end user adoption and experience can run efficiently.
You can read Knoa’s press release about this project here.