Centrica uses CA Application Performance Management (CA APM) to monitor transactions on their SAP CRM system which handles 20 million interactions daily across 30 call centers. CA APM provides visibility into transactions to reduce errors from 500 per day to under 200 and improve performance of key steps. It also monitors Centrica's smart meter infrastructure during the rollout of 2.8 million smart meters. CA APM dashboards help Centrica identify issues and resolve incidents quickly to improve the customer experience.

1. World®
’16
Case Study: Centrica Improves Customer
Experience and Net Promoter Score With
CA Application Performance Management
Nicolas Berthier - SAP Solution Manager Analyst - Centrica
DO4X81S
DEVOPS – AGILE OPERATIONS

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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type
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Abstract
Every day, Centrica agents help customers from 30 call centres spread across the U.K. and
offshore. Customer satisfaction is important to everyone at Centrica and is tracked using the Net
Promoter Score methodology, which measures the customer’s loyalty. The SAP CRM system
supporting this process handles more than 20 million HTTP transactions every day. How does
Centrica monitor and improve an application that runs 40 different business journeys and 280
business steps in a non-intrusive fashion? In this session, Nicolas Berthier, SAP solution manager
analyst at Centrica, explains how CA Application Performance Management enables maximum
transaction visibility over the Centrica Agent Workbench, helping to reduce the number of errors
and improve global performance. This presentation will show how CA Application Performance
Management enhances communication with business stakeholders, reduces user and customer
frustration, improves incident management processes and helps improves the company’s Net
Promoter Score.
Nicolas
Berthier
Centrica
SAP Solution Manager
Analyst

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Agenda
INTRODUCTION
CA APM & BRITISH GAS AGENT WORKBENCH
CA APM & BRITISH GAS SMART METERING
CONCLUSION
1
2
3
4

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Centrica group
£28 billion
revenue
28.4 million
total customer accounts
78.6 mmboe
total gas and liquids production

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British Gas
1812
The Gas Light and Coke Company
11 million
homes and businesses served in the UK
8000
electricity and gas field engineers

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British Gas call centers
8000
agents logging into SAP CRM every day
30
sites across the UK and offshore
20 million
HTTP transactions every day

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(Dummy account)

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A non-intrusive monitoring system
SAP load
balancer
SAP CRM
Call centers
agents
CAAPM 10.2
(CEM)
Mirrored
traffic

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Define baseline
Implement fixes
Control
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 day
September 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 million
smart meters rolled out so far
100 000
smart meters rolled out each month
30
different top up vend channels

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British Gas smart metering infrastructure
Vend
management
system
Trilliant
infrastructur
e
Prepayment
channels
CAAPM
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
8:33AM
email alert sent
8:39AM
British Gas
components
checked
8:45AM
third-party
partner contacted
9:39AM
incident resolved
by third-party
partner

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Self-monitoring dashboarding

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Our CA APM implementation
1395
custom hardcoded tags in SAP
40
Java and EPA agents for Smart
3 months
installation project before the first transaction
was mapped

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Roadmap elements
Smart CA APM
Upgrade from 9.7 to 10.3 (Q1 2017)
Improved integration with Infrastructure
Management
CA APM for SAP
Upgrade from 10.2 to 10.5 (2017)
SAP PI and NGW traffic
Aternity integration
Better collaboration with development teams New CA APM
New CA APM deployments and
consolidation of existing CA APM
landscapes
CA APM = Centrica strategic
technical 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 boil
Expect maintenance
Know your apps
Plan configuration
Involve stakeholders
Share the value

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Thank you.
Stay connected at communities.ca.com

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