KPIs and Outcomes for SAP Cloud Solutions
Integrate knowledge into your SAP environment to achieve Key Performance Indicators (KPIs) and valuable business outcomes.
A key component of every knowledge management initiative is to understand the underlying outcomes that lead to executing on your goals and objectives. A focus on outcomes allows your organization to devote appropriate resources to the use cases that impact the proper KPIs.
Expert groups outcomes into two categories: Organizationally focused (voice of the business) and customer centric (voice of the customer) outcomes.
Outcomes for SAP Service Cloud
Examples for voice of the business
- Reduce average handle time
- Reduce ticket escalation
- Reduce service calls
- Increase closed on first contact
- Accelerate agent on-boarding/ training
- Mean time to resolution
- First contact resolution
Examples for voice of the customer
- Customer satisfaction rates
- Customer effort score
- Time on site
- Sessions
- New visitors
- Returning visitors
- Mobile traffic
- Call to action results
- Navigation behaviors
- Search analytics
After outcomes have been defined, consider use cases for knowledge integration with SAP Service Cloud to create a strategic project plan and defined scope of work.
Outcomes for SAP SuccessFactors
Examples for voice of the business
- Reduce average handle time
- Reduce ticket escalation
- Reduce service calls
- Increase closed on first contact
- Accelerate agent on-boarding/ training
- Mean time to resolution
- First contact resolution
Examples for voice of the employee
- Employee satisfaction rates
- Employee effort score
- Time on site
- Sessions
- New users
- Returning users
- Mobile traffic
- Call to action results
- Navigation behaviors
- Search analytics
After outcomes have been defined, consider use cases for knowledge integration with SAP SuccessFactors to create a strategic project plan and defined scope of work.