In another first of its kind, Britehouse is partnering with global user
experience management (UEM) specialist, Knoa Software, to enable its customers
to improve user adoption of SAP, optimise workforce efficiency, and streamline
By incorporating SAP UEM by Knoa into its business control centre (BCC),
Britehouse IOSS is now able to pre-emptively monitor for its customers the full
spectrum of technology, process, and people influences on their businesses.
Britehouse is the only IT services provider to offer SAP UEM by Knoa as
an integral part of a business control centre monitoring capability.
SAP UEM by Knoa uses data to accurately measure how users execute
processes within enterprise software applications. It collects, consolidates,
and sorts data based on user attributes such as functional role and location.
Comprehensive reports and alerts provide actionable insight into user
At a business process level, therefore, SAP UEM by Knoa enables an
increase in user efficiencies, measurement of application adoption,
identification of bottlenecks, and improvement of workflow. From a change
management perspective, it increases user satisfaction, simplifies workflows,
and facilitates usability initiatives. At a help desk level, it enables
pro-active support, eliminates issues, reduces ticket count, and minimises
disruption during upgrades. In terms of training, it enables an organisation to
test training effectiveness, assess user training needs, and develop targeted
Knoa Software director of strategic partner alliances, Chris Robinson,
says that Knoa chooses to work with a small number of highly capable, trained,
and motivated partners who share a focus on adding significant value to SAP
"We believe that Britehouse is uniquely positioned to do this
because of the coherence of its offering. Britehouse has vast knowledge of SAP,
a close and long-standing relationship with SAP, and a tight focus on improving
its customers' productivity through an understanding of their business and
"The Britehouse BCC underpins these capabilities by providing
pre-emptive services aimed at ensuring that customer SAP environments are
continuously optimised and that technology and process problems are identified
and resolved before they become disruptive. By using SAP UEM by Knoa, the BCC
now also has the means to pro-actively report on the impact that users are
having on a customer's SAP landscape and, therefore, on business
"We regard this as an ideal application of UEM. It will trigger a
step change in the way IT services organisations deliver value."
Closely aligned with the strategic objectives and functionality of SAP's
Operational Control Centre, Britehouse's BCC is only the second such solution
to be established globally and the first in Africa.
"Some multinationals with substantial IT departments have used SAP
OCC to set up their own internal support centres and, thereby, extract optimal
value from their SAP systems," says Deon du Preez, Britehouse Specialist
SAP Division (SSD) Head SAP Innovation.
"For the majority of organisations, however, finding and retaining
the necessary in-house technology and business consultancy talent to run such a
centre is an onerous investment. So, we decided to make innovation and
performance improvement cost-effective for all organisations by making the
facility available on a hosted, fixed price basis.
"The only aspect of performance improvement we haven't been able to
monitor automatically in the BCC, has been user impact. Simply adding SAP UEM
by Knoa would have taken us a long way towards that goal. But, by establishing
a direct relationship with Knoa we can now realise the solution's full
potential and, thereby, ensure that our customers can drive millions of rands
worth of costs out of their operations."