eBusiness Assurance

Ian MantonEuropean BDM eBusiness Assurance

Managing the End User

Agenda

Background Vodaphone solution Solution components

The Emerging Industry Challenge

SLA

SLASLA

Telecommuters

ASP / ISP

SLA

SLA

Small Business

Sales

SLA

SLA

Home Office/Consumers

Intranet

Company BCompany B

BizProcess

SLA

SLA

Company ACompany A

BizProcess

The Customer Counts!

Drive to Improve the customer experience Competitive edge Customer loyalty

Customer service Delivery Ease of use Maintenance Enhancement

Customer Service: Key Issue for e-Commerce

“Quality of service will ultimately separate on-line winners and losers.”

Frank Lallos, Gomez Advisors - quoted in USA Today

“In 1999 the most important trend driving the growth of Internet commerce will be customer service. As the novelty of online sales wears off, customers will start to demand performance.”

Jerry Kaplan, CEO, Onsale - quoted in Internet World

“40% of customerssaid poor performance

caused them to leave...”-Jupiter Communications

“65% of e-businessTransactions are not completed”

-NetEffect Survey USA Today

Customer Feedback

The Cost of Slow eBusiness The Cost of Slow eBusiness Response Time Response Time (Zona Research)(Zona Research)

Market SegmentMarket Segment Est Monthly LosesEst Monthly Loses

Securities TradingSecurities Trading $33.3 M$33.3 M

Travel BusinessTravel Business $28.0 M$28.0 M

Book PublishingBook Publishing $11.7 M$11.7 M

GroceriesGroceries $ 7.5 M$ 7.5 M

Personal FinancePersonal Finance $ 3.8 M$ 3.8 M

Recorded MusicRecorded Music $ 3.6 M$ 3.6 M

Responses to Poor Service

What will your customers do?

Wait ?Contact your Callcenter ?Send an email ?Leave and maybe never come back ?

Industry Challenge

The challenge of speed -

Sustainable Sustainable speedspeed ! !

Against ...Against ...Changing Environments

Rapid technological changes

Driven by customer needs / Wants

Rapid response to competition

Outsourcing

Important Industry Needs

Metrics Availability End-user response time Application Usage Browse time/Think time

Decision Support What do the metrics mean? What should I do?

Links to other System Management Tools

Managing End-user Experience

Vodafone

Largest Market capitalisation of UK Companies

Fiercely competitive market “Change” is a constant Maturing market - need new

differentiator Mergers & Acquisitions

Customer Service

Vital ingredient Provided by

Vodafone Retail - High Street Stores Vodafone Corporate - Business Customers Vodafone Connect - Dealer Network

Vodafone Central Services Support all three units

Gemini Application

Core IT Support for Call Centres 5,700 Call Centre Staff supporting 2.1

million active users

Central to the success of Customer Service Operation.

Response Time Management

Implemented ETEwatch for Citrix Real “End-User” Experience Crucial in determining behavior and

response times Provided RIGHT information so that

actual plans to realise gains could be made

Non intrusive to application

Reporting Solutions

eBAN Network services Information that Call Centre Managers

can access immediately Direct contact with performance

indicators Enables development effort to be made

where it will count most Finds “the needle in the haystack”

CandleNet"e-business at the speed of light."

CandleNet ETEWatch

End user response time and activity monitoring

CandleNet ETEwatch

End user assurance Monitors response times and Activity Segmented

— End user / Network / Application

Solutions for …. Browsers, Lotus Notes, SAP/R3, Peoplesoft,

3270, Citrix Metaframe, More coming soon...

C&S customisation for user applications

ETEWatch-How is it Done?

Windows 95 / 98Windows 95 / 98oror

Windows NT OperatingWindows NT Operating SystemSystem

ETEWatch ClientETEWatch Client

Windows Windows ApplicationApplication

Windows Windows ApplicationApplication

Windows Windows ApplicationApplication

Windows Windows ApplicationApplication

Windows Windows ApplicationApplication

Windows Windows ApplicationApplication

Response TimeResponse TimeCapturedCaptured

ETEWatch Data Storage

ETEWatch Servers ETEWatch Servers Can Feed Data to Can Feed Data to Multiple Data StoresMultiple Data Stores

ETEWatch ServerETEWatch Server

ETEWatch ClientETEWatch Client

ODBCDatabase

Flat File

Candle'sResponse

TimeNetwork

BROCK Response Time

0

1

2

3

4

5

6

Mon Tue Wed Thr Fri

Week of January 12, 1998

Ave

rage

Res

pons

e Ti

me

(sec

)

Santa Monica

Oakbrook

Camberley

CandleNet eBA Service Monitor

True web based end user response time and activity

monitoring

Applet computes Page Access Time plus Browse time

Internet

End User Assurance monitoring

…provides a comprehensive set of metrics about the response time experienced by your online customers.

CandleNet eBA Service Monitor

eBA ServiceMonitor Reports

CandleNet eBusiness Assurance Network

CandleNet eBusiness Assurance Network

Service Level Management Service Management Trending Capacity Planning End User Management

Measuring The Effectiveness Of Change Enterprise-wide Management Reporting

CandleNetCandleNet

eBusiness AssuranceeBusiness Assurance

NetworkNetwork

CandleNetCandleNet

eBusiness AssuranceeBusiness Assurance

NetworkNetwork

!CandleData Collection and Reporting

Business Business ApplicationApplication

Business Business ApplicationApplication

Business Business ApplicationApplication

Response Response Time ReportsTime Reports

Response Response Time ReportsTime Reports

ETEWatch Data

ETEWatch Data

eBA service monitor Data

Reports Queries OLAP

?

Reports Queries OLAP

?

E-Business AssuranceMeasuring e-Business Customer Experiences

Analyzing e-Business Customer Experiences