Being a leader in Enterprise Software, Infor has challenged the market in the past decade and became a leader as Enterprise Service Provider. A bold statement, but one that is backed by the numbers. With millions of users at thousands of customers in hundreds of countries, there is only one way that Infor can guarantee consistent quality; Metrics, and the way we define them.

In this talk you will learn about how at Infor we determine what to measure and how to act on our measurements. The application of metrics as part of our service implementation allows us to determine how to better service our customers.
Through cases based on everyday practice at Infor, I will illustrate how transforming from Enterprise Software vendor to SaaS provider required us to change our user experience metrics and measurements. I will show how metrics show us to improve our effectiveness and efficiency in our service delivery process.