Compuware ASEAN APM User Conference 2013 - Telstra Case Studies

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The document discusses improving online and mobile application performance at Telstra, an Australian telecommunications company. It describes business requirements to increase online interactions and improve the customer experience. It then provides examples of key Telstra applications, such as online billing, mobile apps, and enterprise systems that would benefit from application performance management. The document recommends capturing 100% of user transactions to diagnose specific issues, such as a slow login or error retrieving data usage. Improving the end-to-end user experience through application performance management is highlighted as a way to increase the number of mobile app users.

Technology

2
Java .NET PHP C++ Oracle SAP CICS Big Data
Compuware APM
Addressing Application Complexity

3
Java .NET PHP C++ Oracle SAP CICS Big Data
true user
experience at the
browser/app
synthetic external
and internal
Compuware APM
A Comprehensive Approach
app and network
performance
contribution

6
Business Requirement:
Increase Online Interaction
• Customers faced with poorly performing Web & Mobile applications will
transact less online, preferring call centers or competitors – leading to
higher costs and lost opportunities
• Poor Web & Mobile applications performance means that users are
unlikely to recommend an organization to others which will negatively
impact the net promoter score (NPS).
• Increased Web & Mobile interactions means increased complexity
Current Online Service and Sales Transactions Future
6% 35%

7
Telstra Use Cases
Web Mobile Cloud Enterprise Big Data

88
WEB
• Online Billing
• Online Service Portal
• Customer Services Portal
• Telstra Shop
• Chat
• Tcom Services
• DDC
• Live

1111
Top 5 Recommendations
MQ Connection Opening/Closing
Chatty Communication
Redundant SQL Execution
High Garbage Collection
Frequent MQ Exception Correlated to Trx

1212
MOBILE
• Telstra 24x7
• AFL
• NRL
• Horse Racing
• Music

1313
47% of mobile users had a problem in the past year when
accessing an app on their phone
Challenge:
Mobile & Web App Performance Impacts Business Results
“Mobile apps live and die by their rating in an app store…When
the rating suffers, the customer adoption rate suffers.”
Margo Visitacion, VP, Forrester Research

1414
End-to-End
From The Edge
Browser & Mobile Device
End User
Browser
Native App
Third Party
Proxy
The
Application
External
External
DB

15
Data usage cannot be calculated… (1)
Bad User Experience
documented on Oct 23rd 2012
Errors…
Bad User Experience
documented on Oct 23rd 2012
Slow…

16
User has noticed slow “Log In” and had
problems to retrieve the mobile data usage
Data usage cannot be calculated… (2)
By capturing 100% of the user visits
and transactions all the time we can
simply search the user’s visit.

17
Data usage cannot be calculated… (3)
User’s visit has been found.
We can verify that the majority of the “Log
In” time is spent on the server side.
Click on “Log In” took 21 seconds.
Log In was frustrating.

18
Data usage cannot be calculated… (4)
Requesting mobile data usage
leads to 500 errors
Traffic light indicates that “Log
in” fails partially
Let’s diagnose root-cause.

19
Data usage cannot be calculated… (5)
Out of the box we can follow
“Log in” end to end.

20
Data usage cannot be calculated… (6)
Many exceptions and errors after calling
“MobileDataUsageMeter” service

22
Data usage cannot be calculated… (8)
From here we can export the
failed transaction and share
with the development team.

23
Data usage cannot be calculated… (9)
Improving user experience
By Managing Business Transactions end-to-end
will naturally lead to increased numbers of
Mobile App users.

2424
ENTERPRISE
• CRM (Seibel)
• Wholesale Portal

25
Telstra CRM (Siebel)
Business impact
information
Synthetic
performance
Service quality
trends
Key enterprise
applications
App deliver chain
performance

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When investing CAPEX in capacity related Radio Access Network infrastructure, Telstra tries to balance a number of competing goals: maximize the customer experience; for the largest number of customers; with the most effective use of invested capital; through the selective expansion of network hardware. Because modern wireless networks rely on soft capacity to efficiently provide as much capacity as possible, proper RAN dimensioning must be able to accurately take the effects of soft capacity into account. Current methodology for KPI thresholds, however, cannot provide an accurate understanding of customer experience. During this exclusive webinar featuring prominent speakers from Telstra, Ascom and Maravedis-Rethink, we will discuss a more effective approach to understanding the relationship of soft capacity and customer experience. Participants in the webinar will learn how this better approach to RAN dimensioning can lead to improved customer experience and more efficient use of CAPEX. In addition, Research Director Caroline Gabriel will discuss the broader issues of optimizing and dimensioning the access network, with relation to recent research conducted with a broad base of major mobile operators worldwide.

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