SAP User Experience Management. Jesse Bernal, VP of Shared Services, Knoa Software Inc. September 2015

Transcription

1 SAP User Experience Management Jesse Bernal, VP of Shared Services, Knoa Software Inc. September 2015

2 Solution: People, Process and Technology 2015 SAP SE or an SAP affiliate company. All rights reserved. 2

3 The Peopleware Challenge 70% of all failed software projects are caused by poor user adoption (Forrester) 50% of software functionality paid for and licensed by organizations is not actually adopted by end users (Butler Group) Undertrained employees are at least five times more expensive to support, contributing to lost productivity (Gartner) People 2015 SAP SE or an SAP affiliate company. All rights reserved. 3

4 What Are The Key Factors That Influence Adoption? Inhibitors Clunky user interface Complex processes Complex IT landscape Heavy customization One time enablement Drivers Change management Simplification Adoption program User enablement Super user program 2015 SAP SE or an SAP affiliate company. All rights reserved. 4

5 Challenges in a Project Phase Adoption Estimated 25% of potential business productivity lost due to poor system adoption Hypercare 50% of projects result in extended hypercare periods SAP Project Process Compliance 50% of functionality is not used post go-live UAT Testing 60% of UAT testing is manual Training 62% of issues customers encounter during ERP projects are user related Change Management Investment in organizational change management results in 20% higher user acceptance 2015 SAP SE or an SAP affiliate company. All rights reserved. 5

6 Challenges in Sustainment Continuous Improvement 50% of functionality is not used post go-live Self Service Outdated content No visibility to prioritize new content development Super Users No objective data to identify super users post go-live User Life-Cycle User Onboarding 30% of users are not provisioned properly Learning 45% of sustainment training delivered to the wrong need resulting in high level of support issues User Support 50% of tickets are user caused 90% of IT help desk call time is about finding missing information 2015 SAP SE or an SAP affiliate company. All rights reserved. 6

7 UEM : Real User Workflows and End User Analytics A user s journey in SAP applications are discovered Global user data is aggregated for viewing in Dashboards Actionable realtime data improves the user experience & cuts costs 2015 SAP SE or an SAP affiliate company. All rights reserved. 7

8 Data Driven Decisions Drive Adoption Measure Change Improve Productivity Drive Out Costs People Validate Future Investments in SAP 2015 SAP SE or an SAP affiliate company. All rights reserved. 8

9 Who Benefits from this Information? FUNCTIONAL SUPPORT TRAINING & EDUCATION CHANGE MANAGEMENT USER EXPERIENCE Deliver pro-active user support Identify training needs Benchmark before go-live Enable UX initiatives (Fiori) Reduce MTTR Eliminate recurring issues Reduce ticket count Develop targeted training content Measure Training Effectiveness Identify Issues during Testing Reduce Hypercare Period Improve user satisfaction Faster diagnosis and resolution Drive Adoption Drive Down Costs Improve Productivity Drive Adoption Drive Down Costs Improve Productivity Measure Change Validate Investment Drive Down Costs Drive Adoption Drive Down Costs Improve Productivity 2015 SAP SE or an SAP affiliate company. All rights reserved. 9

10 SAP UEM Helps Reduce TCO of SAP Adoption 10%-20% increase in utilization of deployed functionality 10%-30% sun-setting of unused functionality Workforce efficiency 10%-20% improvement in employee productivity and engagement Help Desk 20%-30% reduction in support costs and resources required 25%-35% improvement in mean time to resolution (MTTR), call handle times and user satisfaction Training 20%-30% reduction in support costs due to user caused issues 25%-50% improvement in training effectiveness and cost Projects Impact 10%-20% improvement in project success and acceptance 20%-30% cost reduction in UAT and Hypercare support Business Value (LoB) 5%-10% improvement in overall business outcomes 2015 SAP SE or an SAP affiliate company. All rights reserved. 10

11 Find the Answers Where? SQ Errors What? US-EMP Leticia needs some help Who? 2015 SAP SE or an SAP affiliate company. All rights reserved. 11

12 Dive Deep Into Actual Data User Workflow: Pavithra Kirshnaraju 3:38:40 PM When? How? Tried to add G/L account item Posting can not occur Why? 2015 SAP SE or an SAP affiliate company. All rights reserved. 12

13 Refine Your Business Processes How? Why? Workflow shows the detail 543 Current Errors Clear G/L Where? Who? Who? FB01 has 233 Errors Emily & Heidi 2015 SAP SE or an SAP affiliate company. All rights reserved. 13

14 Thank you Jesse Bernal VP of Shared Services Union Square, NYC +44 (0)