perform day my_customer showcase_celcom
DESCRIPTION
Celcom monitoring and managing their new apps with APMTRANSCRIPT
New Apps … New Challenges
…New Solutions
Compuware Perform 2014
What Is The Challenge?
User-Customer Experience
visibility lacking in IT
Viewing service quality from customers’ perspective
What Is The Journey?
Together with &
End of 2011
2012
2013
2014 & beyond
Began with a 6 months exercise to monitor Online Customer Service (OCS) portal
Enterprise wide visibility of Celcom BAU systems
Major adoption of dynaTrace to support new Celcom systems (one of the first in Malaysia)
App performance/availability visibility extended as new subsystems and business functions are introduced
What Do I Get?Tangible improvements in customer facing services via
cooperative effort
3rd assessment (month 3)
2nd assessment (month 2)
1st assessment (month 1)
~40%
Im
pro
vem
en
t in
resp
on
se
What Do I Get?
Reduced MTTR and visibility into blind spots
Dealers’ experience poor on launch day
Debug code detected in production code via dynaTrace – not commonly
visible by developer
Issue resolved within 15 minutes
What Do I Get?Continuous trending of key business functions from
customer/dealer perspective
Service
June ’14(1 Month)
July ’14(1 Month) Increase
(%)Tren
dService
Component Connectivity
ServiceComponent Connectivity
Service Centre
99.8% 99.9% 99.8% 99.8% 0/-0.1
CRM 94.1% 100% 97.5% 99.8% 3.0/0.2
Dealer 99.9% 100% 100% 100% 0.1/0
Self Service 100% 99.4% 100% 98.6 0/-0.8
Visibility enables proactive improvements and ensuring consistent quality of service
App improvements
What Do I Get?
Alerts, Quick Diagnosis & Accountability of Incidents
Quick fault identification in daily
IT operations & minimal finger-
pointing between teams and much more…
DCRUM & dynaTrace - Real Dashboards for Real Situations
Front-end customer experience dashboard
Infrastructure & supporting services dashboard
Triage & low level diagnostics
What’s Next?
2014 & beyond Plans in place to improve and understand customer experience thus serving them better
Improving customer experience monitoring by
expanding visibility to browser clicks within
Celcom pages
Utilizing Compuware tools as rich data
feeds in a Manager-of-Managers (MoM)
architecture
What’s For You?
An improved customer and trade experience via Compuware APM (Application Performance Mgmt)
Thank You