Knoa Announces Support for SAP Cloud for Customer Solutions (SAP Sales Cloud, SAP Service Cloud)

Knoa Software, a leading provider of user experience management (UEM) software, announced the availability of its UEM product for SAP Cloud for Customer solutions (SAP Sales Cloud, SAP Services Cloud). Knoa UEM is also sold by SAP as SAP® User Experience Management (SAP UEM) by Knoa, available for both on-premises and cloud deployments.

SAP’s Cloud for Customer solutions help clients engage with their customers through connected, customer-centric processes that improve experiences and maximize value. With empirical user analytics from Knoa, clients can now get an employee-centric view of how these processes are executed in the field, to ensure they can maximize value from the SAP cloud solutions.

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Knoa UEM for SAP Cloud for Customer enables visibility into how users are interacting with the SAP Cloud for Customer solutions; how the solutions are being adopted during a new rollout; what type of performance is delivered to the end-user; where the process bottlenecks are; and what type of issues users are experiencing with the software. This information in turn enables customers to optimize several key processes around their SAP Cloud for Customer use and adoption, including:

● Change Management – A solid change management strategy is essential to a successful transition of sales or service processes to the cloud. SAP UEM by Knoa enables customers to isolate adoption gaps in specific application modules, functionality, or processes – and address them in a targeted fashion.

● Workforce Training – Because transitioning to cloud typically involves significant changes in the underlying sales and service processes, some employees may require additional training. SAP UEM by Knoa enables customers to identify training issues in very specific areas, so they can be addressed by delivering targeted training to selected audiences.

● Business Process Optimization – As SAP Cloud for Customer is rolled out to the field teams, the support team must be ready to quickly address not just technical issues, but also process-related ones. SAP UEM by Knoa serves as an early warning system, helping customers identify and address adoption gaps, struggling users, and inefficiencies in process execution.

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“SAP Cloud for Customer is the latest addition to the portfolio of SAP products supported out of the box by Knoa’s User Experience Management (UEM) solution,” said Bogdan Nica, Vice President of Product and Services, Knoa. “We continue to extend our footprint within the SAP landscape as a commitment to our customers going through digital transformation projects, including migrations to cloud and to the SAP S/4HANA product suite, and in direct response to market demand.”

Customers and partners can use Knoa’s SDK to further extend the Knoa user analytics platform to virtually any other SAP and non-SAP software.

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