Case Study: British Gas Ensures SAP CRM Success with CA Application Performance Management

Ash Jokhoo

Centrica – British Gas

Programmes and Engagement Director

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Abstract

British Gas is a British multi-national utility company whose principle activity is the supply of electricity and gas to businesses and consumers in the United Kingdom and North America. It is the largest supplier of gas to domestic customers in the UK and one of the largest suppliers of electricity operating under the trading names Scottish Gas in Scotland and British Gas in the rest of the UK. Delivery of outstanding customer service is paramount to British Gas, which has built its support processes around SAP CRM, making it the largest deployment of SAP CRM in Europe. Learn how CA Application Performance Management (CA APM) optimizes this CRM system to ensure customer support is flawless for British Gas.

Ash Jokhoo

British Gas

IT Director, Programs and Engagement

Agenda

The Past - History of British Gas - who are we?

Now - Case Study – our approach

Future – what we plan to do going forward with CA APM

1

2

3

What else do we use?4

History is important. To measure the future performance it’s important to understand the past achievements

• 1812 – Gas Light and Coke Co.

• The first public gas works in the

world

• 1817 – First gas meter

• 1923 - Thermostats on ovens introduced

• 1986 – Privatisation & computerisation

• 2009 - Smart meters launched

Service and performance is in our DNA at British Gas

Service and performance is in our DNA at British Gas

Our SAP and Customer Environment

• 500+ Servers

• 25,000+ GB of RAM

• 500 TB of DATA

• 3.8 million transactions per week

• 21000 users log into the system

each month

• Best in class. Development,

Operations and re-use of standard

functionality in SAP

• 12 million account holders

• Gas and Electricity

• We operate across Great Britain

• 12,000+ engineering workforce

• The largest SMART meter base in

the UK – leading the revolution in

customer control

We needed a view of now, the past and the future

CA Application Performance Management

helped British Gas

1. Monitor real-time and with historical data the

experience of your end users

2. Provide proactive and predictive application

monitoring

3. Answered "Are our service levels acceptable?“

4. We have gained near 100% transaction visibility

5. Prioritize incidents based on a true business

impact

6. Increase our desire for continuous improvement

For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15