Upload
ca-technologies
View
137
Download
0
Embed Size (px)
Citation preview
World®’16
CaseStudy:CentricaImprovesCustomerExperienceandNetPromoterScoreWithCAApplicationPerformanceManagement
NicolasBerthier- SAPSolutionManagerAnalyst- Centrica
DO4X81S
DEVOPS– AGILEOPERATIONS
2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.
Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
ForInformationalPurposesOnlyTermsofthisPresentation
3 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Abstract
Everyday,Centricaagentshelpcustomersfrom30callcentresspreadacrosstheU.K.andoffshore.CustomersatisfactionisimportanttoeveryoneatCentricaandistrackedusingtheNetPromoterScoremethodology,whichmeasuresthecustomer’sloyalty.TheSAPCRMsystemsupportingthisprocesshandlesmorethan20millionHTTPtransactionseveryday.HowdoesCentricamonitorandimproveanapplicationthatruns40differentbusinessjourneysand280businessstepsinanon-intrusivefashion?Inthissession,NicolasBerthier,SAPsolutionmanageranalystatCentrica,explainshowCAApplicationPerformanceManagementenablesmaximumtransactionvisibilityovertheCentricaAgentWorkbench,helpingtoreducethenumberoferrorsandimproveglobalperformance.ThispresentationwillshowhowCAApplicationPerformanceManagementenhancescommunicationwithbusinessstakeholders,reducesuserandcustomerfrustration,improvesincidentmanagementprocessesandhelpsimprovesthecompany’sNetPromoterScore.
NicolasBerthierCentricaSAPSolutionManagerAnalyst
4 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Agenda
INTRODUCTION
CAAPM &BRITISHGASAGENTWORKBENCH
CAAPM&BRITISHGASSMARTMETERING
CONCLUSION
1
2
3
4
5 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Centrica group
£28 billionrevenue
28.4 milliontotal customer accounts
78.6 mmboetotal gas and liquids production
6 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
British Gas
1812The Gas Light and Coke Company
11 millionhomes and businesses served in the UK
8000electricity and gas field engineers
7 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
British Gas call centers
8000agents logging into SAP CRM every day
30sites across the UK and offshore
20 millionHTTP transactions every day
8 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
(Dummy account)
9 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
A non-intrusive monitoring system
SAP load balancer SAP CRMCall centers
agents
CA APM 10.2 (CEM)
Mirrored traffic
10 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Define baseline
Implement fixesControl
improvement
Identify candidates
Performance improvement forums
11 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
(Dummy account)
12 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Improving performance for key transactions
LaunchCancelContract step
13 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
14 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Gradually eliminating HTTP 500 errors
CX_SY_REF_IS_INITIAL error
15 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Gradually eliminating HTTP 500 errors
540 errors a daySeptember 2015
187 errors a day (↓65%)September 2016
16 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Other insights
Average response time per agent journey
Activity per location
World®’16
17 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
CA APM web view dashboarding
18 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
British Gas smart metering
2.8 millionsmart meters rolled out so far
100 000smart meters rolled out each month
30different top up vend channels
19 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
British Gas smart metering infrastructure
Vend management
system
Trilliant infrastructur
e
Prepayment channels
CA APM 9.7.1
Smart meters
Agents
20 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Decision making on customer top up behaviour
Diagnose anomalies
21 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Prepayment dashboarding
22 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
INC06848351 (20 July 2016)
RESTful API
8:33AMemail alert sent
8:39AMBritish Gas components checked
8:45AMthird-party partner contacted
9:39AMincident resolved by third-party partner
23 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Self-monitoring dashboarding
24 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Our CA APM implementation
1395custom hardcoded tags in SAP
40Java and EPA agents for Smart
3 monthsinstallation project before the first transaction was mapped
25 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Roadmap elements
Smart CA APMUpgrade from 9.7 to 10.3 (Q1 2017)Improved integration with Infrastructure
Management
CA APM for SAPUpgrade from 10.2 to 10.5 (2017)SAP PI and NGW trafficAternity integrationBetter collaboration with development teams New CA APM
New CA APM deployments and consolidation of existing CA APM landscapes
CA APM = Centrica strategictechnical monitoring tool
26 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Benefits
+ Performance improvement+ Error reduction
+ Better understanding of systems+ Real-time monitoring
+ Flexible alerting
27 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Limitations
- Limited analytics and dashboarding- Manually intensive configuration- Not fully compliant with UI5 apps
28 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Lessons learned
Don’t let the frog boilExpect maintenance
Know your appsPlan configuration
Involve stakeholdersShare the value
29 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Thankyou.
Stayconnectedatcommunities.ca.com
30 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
DevOps– AgileOps
FormoreinformationonDevOps– AgileOps,pleasevisit:http://cainc.to/wYXSg6