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Case Studies : Shred-it

Shred-it, an on-site document destruction company, has selected Knoa Experience and Performance Manager (EPM) to monitor end-user experience and improve end-user performance along with its use of the SAP(R) Customer Relationship Management (SAP CRM) application.

Shred-it implemented SAP CRM to manage all customer-facing interactions, including contract administration, service orders, invoicing and customer support services. The new application is used by Shred-it employees in 80 globally dispersed locations, on five continents, to help the company serve over 150,000 customers. The ability of the Shred-it work force to use SAP CRM efficiently and effectively was vital, as one of Shred-it's core values is a commitment to do everything it takes to exceed customers' expectations.

Keeping the Shred-it work force close to its customers also keeps its employees further from centralized IT support services that are often critical to ensure efficient, effective and compliant use of new software products. Dan Snider, vice president, Business Solutions, Shred-it, 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 solutions 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 ensure adoption and effective use of SAP CRM by the end-user population. Knoa EPM monitors application execution from the perspective of the end-user, and provides precise metrics about the user experience as well as measurements on how people interact with software applications. The software delivers the most accurate metrics possible on the performance of the application, and an unprecedented level of 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, including:

  • End-user experience metrics comprising transaction response times, application errors and infrastructure faults
  • End-user performance, covering adoption, utilization, compliance and user proficiency

"We were surprised by the depth and breadth of the information Knoa EPM gives us. When an employee calls us with a problem, Knoa gives us targeted contextual information that allows the team to find the cause and deliver a solution quickly," continues Snider. "More importantly, we now have complete visibility into our globally dispersed user community. 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."

"Shred-it clearly understands that critical business objectives will only be achieved when each customer-facing employee is able to execute the SAP CRM application efficiently and effectively," said Lori Wizdo, vice president, Knoa Software. "We are delighted that Knoa EPM gives Shred-it a single software tool to further optimize this rollout, while boosting worker effectiveness and efficiency. The result will be an even more powerful approach to Shred-it's relentless pursuit of customer service excellence."

Today's Tip of the Day - Benefits Of Certification

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Published: Thursday, February 26, 2009

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2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
PH: 18003904866

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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