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MindTouch Success Center

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.

MindTouch 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.

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