Do you rely on customers to call in with problems about your web applications? Have you ever wonder what happens if they don't call? Take Action Before Your Business is Impacted. Wily Customer Experience Manager (CEM) enables both business managers and IT to understand and respond to the online experience of each customer as it happens. Whether they are external customers, suppliers or employees, CEM creates actionable information that allows you to optimize the experience for all end-users and ensure that your applications are fully serving their purpose, from the customer and business perspectives. CEM measures and analyzes customer activity at the business process level, creating a unique historical repository of customer information, reports, and scorecards. These metrics are essential to establish and measure actual customer experience against Service Level Agreements (SLAs) or quality objectives set by ITIL or Six Sigma initiatives.

1. Manage Applications from the Customer’s
Point of View
Issac Roth
Product Manager

2. End-to-End Visibility is Critical
Each Transaction is Incredibly Complex
Identity SAP
Manager
PSFT
Oracle
Siebel
Load
Network
Firewall Balancer Portal Mainframe
Router Database
Switch
Web Application
Servers Server
End User
Web Services
“Buy Transaction”
Complete
Databases
3rd Party
Applications
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3. A Holistic View of Performance
Unavailable or Slow
Available, Performant
05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00
% available
Web Server 99%
J2EE Server 99%
MQ Server 99.9%
Database 99.9%
CICS 99.999%
Siebel 99.9%
End-User App 80%
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4. Service Level Management
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5. Current Approaches
• Infrastructure components focused
Customers
• Simulated user testing transactions (robots)
Robots
• Custom in-house developed tools Networks
Databases
Robots Clients Employees
Mainframes
What is missing?
Servers
Applications
• Customer / employee focused solution
Robots Business
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6. New Approach
Real-Time Transaction Monitoring
Time
Browser
Network
Application Server
Portal Tuxedo
DB MF
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7. Reactive vs. Proactive Management
Solve Problems Faster
Reactive Management Proactive Management
“HELP!”
Problem Detected
Customer
Customer calls Help Desk
Service Desk
Verifies application Ops
issue, notifies Ops Detects problem
Admins
Collection of evidence,
? ?
? !
diagnosis, escalation Ops !
? Collection of evidence,
diagnosis, reassignment
Network IT App Database
Manager Owner Manager
?
?
? ?
?
Development
App Server
Admin
Transaction
Server Admin
Java App
Developer
App Support Diagnosis and review,
Team assembly and final assessment
review of issue,
collection of evidence
Ops
Rollout fix. Verifies applications
Ops are back to normal
Rollout Fix
Problem Solved
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8. Aggregate Diagnostic Data
Zoom Into Components
SAP
PSFT
Siebel
Load
Firewall Mainfram
Balancer
e
Router Switch Database
Web Servers
Web
Services
Databases
End User Network Portal App Server Back-End Systems
.2 Sec .8 Sec .4 Sec 2 Sec 6 Sec
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9. Customer Example
Identification
• Before users notified the service desk, CEM alerted IT that the Accessory Popup from SR Detail transaction
was running 30% slower after a recent upgrade
Resolution
• Development was already working the problem before users called to complain. The problem was verified,
fixed and implemented within 4 hours of the upgrade taking place without having to rollback to the previous
release.
Benefit
• The upgrade process had 80% fewer customer complaints recorded by the service desk than the two previous
upgrades saving the company support and rollback costs.
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10. Customer Example
Identification
• CEM identified that 77 users experienced slowness in the Calculate Price transaction when quoting customer
rate plans with the Siebel Call Center application
Resolution
• Evidence collected by CEM helped quickly identify the source of the slowness and enabled the support staff to
quickly fix the problem without affecting a broader scope of the customer base
Benefit
• Enabled the call center to service 83 more customers per day increasing CSR efficiency by more than 12%
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11. Customer Example
Identification
— CEM observed many users having issues with the Open Customer Fact Sheet operation
Resolution
— Utilizing CEM data, the company was able to see that all the customer problems occurred when a particular web
server was in the path
Benefit
— By rapidly isolating the issue, 5 teams did not have to be on a conference call, developers were not disturbed, and
service was restored in 10 minutes instead of the normal time of 2-4 hours.
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12. Requirements to Improve Performance and
Availability
End-user Point of View
— Monitor Customer Activity At Business Process Level
— Correlate Actual User Experience With Application Performance
— Prioritize Incidents Based On Business Impact
— Direct Resources Appropriate For Triage
+
Application Point of View
— Predict Application Problems Before Customers Are Impacted
— Triage Application Specific Problems
— Isolate Root Cause Of Problems
— Analyze Historical Data For Future Capacity Planning
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13. Customer Experience Management
Brings Value Across Organization
• Higher Customer Success Rates
— Track all critical end-user transactions
— Instant alerting on failed or poor performing transactions
• Higher Availability and Performance
— Real-time monitoring of customer experience
— Detect customer impact problems before they call
— Instant diagnosis of application problems
• Greater Productivity
— Business and IT have a common view
— All the tools agree
— Prioritize Resources based on Business Impact
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