case study: centrica improves customer experience and net promoter score with ca apm

World®’16

CaseStudy:CentricaImprovesCustomerExperienceandNetPromoterScoreWithCAApplicationPerformanceManagement

NicolasBerthier- SAPSolutionManagerAnalyst- Centrica

DO4X81S

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Abstract

Everyday,Centricaagentshelpcustomersfrom30callcentresspreadacrosstheU.K.andoffshore.CustomersatisfactionisimportanttoeveryoneatCentricaandistrackedusingtheNetPromoterScoremethodology,whichmeasuresthecustomer’sloyalty.TheSAPCRMsystemsupportingthisprocesshandlesmorethan20millionHTTPtransactionseveryday.HowdoesCentricamonitorandimproveanapplicationthatruns40differentbusinessjourneysand280businessstepsinanon-intrusivefashion?Inthissession,NicolasBerthier,SAPsolutionmanageranalystatCentrica,explainshowCAApplicationPerformanceManagementenablesmaximumtransactionvisibilityovertheCentricaAgentWorkbench,helpingtoreducethenumberoferrorsandimproveglobalperformance.ThispresentationwillshowhowCAApplicationPerformanceManagementenhancescommunicationwithbusinessstakeholders,reducesuserandcustomerfrustration,improvesincidentmanagementprocessesandhelpsimprovesthecompany’sNetPromoterScore.

NicolasBerthierCentricaSAPSolutionManagerAnalyst

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Agenda

INTRODUCTION

CAAPM &BRITISHGASAGENTWORKBENCH

CAAPM&BRITISHGASSMARTMETERING

CONCLUSION

1

2

3

4

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Centrica group

£28 billionrevenue

28.4 milliontotal customer accounts

78.6 mmboetotal gas and liquids production

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British Gas

1812The Gas Light and Coke Company

11 millionhomes and businesses served in the UK

8000electricity and gas field engineers

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British Gas call centers

8000agents logging into SAP CRM every day

30sites across the UK and offshore

20 millionHTTP transactions every day

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(Dummy account)

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A non-intrusive monitoring system

SAP load balancer SAP CRMCall centers

agents

CA APM 10.2 (CEM)

Mirrored traffic

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Define baseline

Implement fixesControl

improvement

Identify candidates

Performance improvement forums

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(Dummy account)

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Improving performance for key transactions

LaunchCancelContract step

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Gradually eliminating HTTP 500 errors

CX_SY_REF_IS_INITIAL error

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Gradually eliminating HTTP 500 errors

540 errors a daySeptember 2015

187 errors a day (↓65%)September 2016

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Other insights

Average response time per agent journey

Activity per location

World®’16

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CA APM web view dashboarding

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British Gas smart metering

2.8 millionsmart meters rolled out so far

100 000smart meters rolled out each month

30different top up vend channels

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British Gas smart metering infrastructure

Vend management

system

Trilliant infrastructur

e

Prepayment channels

CA APM 9.7.1

Smart meters

Agents

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Decision making on customer top up behaviour

Diagnose anomalies

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Prepayment dashboarding

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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

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Self-monitoring dashboarding

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Our CA APM implementation

1395custom hardcoded tags in SAP

40Java and EPA agents for Smart

3 monthsinstallation project before the first transaction was mapped

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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

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Benefits

+ Performance improvement+ Error reduction

+ Better understanding of systems+ Real-time monitoring

+ Flexible alerting

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Limitations

- Limited analytics and dashboarding- Manually intensive configuration- Not fully compliant with UI5 apps

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Lessons learned

Don’t let the frog boilExpect maintenance

Know your appsPlan configuration

Involve stakeholdersShare the value

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Thankyou.

Stayconnectedatcommunities.ca.com

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