People Metrics

Nearly every one of your business processes includes manual steps which must be completed by a knowledge worker-someone like a contact center agent, claims administrator, bank teller, analyst, or distribution manager. Often these manual tasks are executed on a Windows desktop using several disparate applications built on varying platforms, pulling data from multiple sources-none of which were designed to work together.

As a result, visibility into these user processes is extremely limited:

You are unable to monitor how users interact with the applications and how it affects their customers.

It is impossible to capture and analyze user work events.

You have no method for alerting the user or a supervisor to adverse--possibly damaging--user actions and to prevent them before they occur.

It is difficult to assess inefficiencies and variability in manual workflows.

There is no way to enforce process compliance.

Your limited visibility and lack of control over user processes means that you are unable to track thousands-maybe millions-of business events across your organization each day, which could translate into significant lost opportunities and unforeseeable risks.

OpenSpan’s unique monitor and analyze technology makes User Process Monitoring an invaluable part of your daily business practice. Our ability to track people metrics has been described by our customers as “the next-generation time and motion study.” With this information, you can uncover opportunities for process improvement across your company. You will have better visibility into needed process changes (with or without BPM software) or automation, application simplification, and even training deficiencies.