Case Study: Centrica Improves Customer Experience and Net Promoter Score With CA APM

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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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

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

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

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

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

(Dummy account)

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

Define baseline
Implement fixes
Control
improvement
Identify
candidates
Performance improvement
forums

(Dummy account)

Improving performance for key transactions
LaunchCancelContract step

Gradually eliminating HTTP 500 errors
CX_SY_REF_IS_INITIAL error

Gradually eliminating HTTP 500 errors
540 errors a day
September 2015
187 errors a day (↓65%)
September 2016

Other insights
Average response time per agent journey
Activity per location
World®
’16

CA APM web view dashboarding

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

British Gas smart metering infrastructure
Vend
management
system
Trilliant
infrastructur
e
Prepayment
channels
CAAPM
9.7.1
Smart meters
Agents

Decision making on customer top up behaviour
Diagnose anomalies

Prepayment dashboarding

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

Self-monitoring dashboarding

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

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

Benefits
+ Performance improvement
+ Error reduction
+ Better understanding of systems
+ Real-time monitoring
+ Flexible alerting

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

Lessons learned
Don’t let the frog boil
Expect maintenance
Know your apps
Plan configuration
Involve stakeholders
Share the value

Thank you.
Stay connected at communities.ca.com

DevOps – Agile Ops
For more information on DevOps – Agile Ops, please visit:
http://cainc.to/wYXSg6

Case Study: Centrica Improves Customer Experience and Net Promoter Score With CA APM

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