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1
GyanSys Webinar Series
SAP CRM becoming a performance bottleneck
Not anymore
Webinar Agenda
• Introduction
• GyanSys : Brief Overview
• Trend in CRM/User Expectations
• Root Cause - Slow performance
• Gyansys Performance Package
• Q & A
11/28/2012 2
Offices
Partnership – SAP & Microsoft
Our Services
Engagement Model
• Global headquarters –Indianapolis, IN • US Offices - NJ and TX. • International - Netherlands, Philippines and India • WBE Certified
• SAP’s National Services Partner • SAP Ramp-Up PPM 5.0 , PLM 7.01, SRM 7.01 • SAP Co-Innovation Lab Partner • In-House System for POC/Conference Room Pilot
• Assessment and Evaluation, • Implementation and Development • Testing , Training, and Support • System Optimization
• 350+ consultants globally • Part-time Pooled blended hours • Onsite, Near-Shore and Offshore • SLA driven and Metrics reporting
GyanSys Brief Overview
11/28/2012 3
GyanSys Introductions
11/28/2012 4
Vice President GyanSys Inc.
Neeraj Sahu
CRM Solution Architect GyanSys Inc.
Ashis Baral
GyanSys – Sample Client List
GyanSys SAP CRM Case Studies
CRM Assessment and Roadmap
Rapid Deployment Services
Upgrades, Roll outs and Support
Performance review, Gap Analysis and remediation
Full range of functional and technical services
Full Range of CRM expertise
Sales, Service and Marketing
E-Commerce, Channel Mgmt, Interaction Center/Call Center, CTI
Market Development Fund and Trade Promotion Management
Mobility
Service Offerings A Snapshot: CRM Implementations
Technology Business 2 Business distributor
• SFA with Account and Contacts, Lead and Opportunity management , Interaction Center
• Define Process and implement Market Development Funds, Funds and Claim Management
• Marketing Plan, campaign Management
Supplier of tooling and industrial materials
• Case Management Implementation – set up master data (Business Partners/Products), Complaints, Returns and Warranties
• CRM Training for internal team
Multinational semiconductor company
• Trade Promotion Management
• Claims, Rebates and middleware enhancements
• SAP CRM - Pricing Integration with VISTAAR
American design company
• Performance Enhancement through middleware optimization
• Custom transactions configuration for IC
American manufacturer of tools and household hardware
• Returns Management, Accounts and Contacts, Service Management, Complex Pricing with VC
• Fast order entry process in SAP CRM Service Management with a Bolt On application
6
CRM
Service
Marketing
Sales
Online
Exponential increase in CRM implementation complexity
Organizations are using CRM for gaining competitive advantage: Online/inside sales, M/Ecommerce, Social marketing/Active listening, Co-branding/Co-Innovation, Increased Sales Reach, Collaboration with Resellers and Distributors
Big
Dat
a
Expan
din
g Ho
rizon
s
Innovation
New Markets
Partner Integration
Social Commerce
Mobility
Round the clock
Trend in CRM User Expectations
Implementation without consideration for performance
11/28/2012 8
User expectations • Access to key data on demand • Global systems • Real time response • Simple User Interfaces • Consistency ( No Surprises)
Will invite failure
Performance constitutes major component of CRM Success
11/28/2012 9
User Adoption
Functionality( 40 % ) Performance( 60 % )
Research from Aberdeen Group* shows 45% of end-user calls to the help desk are related to issues with the quality of the end-user experience.
Costs for training, end-user support, and change management represent a significant part of application Budgets.
*The impact of poor user experience and performance goes far beyond the specter of the “abandoned shopping cart”. There is a cost for every labored or failed transaction: wasted time, reduced efficiency, lower productivity, less revenue, and worse — lost customers. * The value of Network and Application Visibility, Aberdeen, September 2008.
Human Factors
Process
Techn-ology
Success factors of CRM
Key Areas for improvement
Looks Familiar ?
11/28/2012 10
Who is the culprit ?
• SAP
• Implementation team
• Support team
• Infrastructure
11/28/2012 11
Slow performance Root Cause
• Middleware
• Web UI
• Database Indexing
• Interfaces
• Application Log
• Custom coding
11/28/2012 12
CRM Middleware
11/28/2012 13
Middleware Issue
Improper BASIS settings
CRM Config and Data
CRM Middleware
BASIS Optimization:
• Implement parallel processing ( except during mass update )
• No of WPs for queue demon shouldn’t exceed 50% WPs of the system
• Make sure all the correct support packs are on both ECC and CRM side
• QRFC version should match on both systems
• Create less CSA* queues by changing the offset value in the table SMOFQFIND
11/28/2012 14
CRM Middleware
Configuration and Data optimization:
• ECC and CRM configuration should be in sync
• Queue processing parameters
• Regular monitoring of inbound/outbound queues
• Maintain proper filter setting
• Check if any queue is resulting in ST22 dump
• Clear the erroneous/not required queues regularly
• Avoid generation of BDOC if its not required for distribution
11/28/2012 15
One Example
11/28/2012 16
Few SAP Notes to Consider
• 350176 - CRM/EBP: Performance improvement during exchange of Data Exchange
• 356228 -qRFC occupies all work processes on the R/3 backend or CRM
• 763680 - CSA* qRFC queues occupy all work processes on CRM
• 742950 - Performance affected on Oracle DB with Supplement 11 is relevant.
• 453882 - Implement Parallel Processing
11/28/2012 17
Web UI
• Develop using value node whenever required
• Disable the server roundtrip if there is no actual event
• Try not to run custom validations every time
• Don’t write business logic in UI layer
• Use lazy node concept effectively
• Use single import concept for huge orders
11/28/2012 18
Few SAP Notes to Consider
UI Memory Optimization
1281896, 1161923, 1276708
Client side Performance
1162685, 990867
11/28/2012 19
Database indexing
• Create new index on CRMD_ORDER_INDEX if required
• CRMD_ORDERMADM_H and CRMD_ORDERADM_I should
be indexed
• Archive data on a regular basis
11/28/2012 20
Interfaces
• Use buffering technique to avoid multiple calls for the same
data
• Avoid synchronous interface whenever possible
• Use RFCs whenever communication is SAP – SAP
11/28/2012 21
Custom Coding
• Efficient use of CRM_ORDER_READ
• Make sure you close the RFC connections after its use
• Less use of direct database access statement on UI
• Less coding in the method DO_PREPARE_OUTPUT
• Don't use component set ‘ALL’ in custom UI components.
• Don't just bypass the BOL buffer
• Don’t use table access in IPC coding
11/28/2012 22
Application Log
• Clear table BALHDR, BALDAT on regular basis
• Schedule the report SBAL_DELETE as batch job
11/28/2012 23
Gyansys Performance Package
• Free evaluation of your system
• 4-6 weeks of effort after evaluation
• Detail documentation
• Offshore monitoring (if required)
11/28/2012 24
GyanSys Inc
8440 Woodfield Crossing Blvd., Suite #290
Indianapolis, IN 46240, USA
O: (+1) 317 580 4200
Email: [email protected]
www.GyanSys.com
GyanSys – Contact Information
Contacts: