Improving Global Website Performance
Iain JardineGlobal Head of Service ManagementPremier Farnell23 April 2013
Agenda
Introduction to Premier Farnell What value does Gomez add to the business? Future Projects Conclusion
Who we are
3
3,500Suppliers
ElectronicComponents e.g.
Software/Services e.g.
3rd Party Logistics
EDE Engineers
The EDE market sector is where design engineers conceive, design and prototype electronic products at the beginning of the product lifecycle, before the product goes into mass production.
MRO Engineers
The MRO market sector is where engineers are tasked with the operational servicing, maintenance and repair of electronic products that are near the end of the product lifecycle.
4
Newark/element14- 9 branches- 2 warehouses- 1 contact centre- 195 sales staff- 332 call centre
staff
Farnell/element14- 18 countries- 23 websites - 2 warehouses- 1270 employees- 110 field sales- 260 call centre
staff
Asia Pacific- Singapore HQ- 3 warehouses- 630 staff- 11 websites incl.
transactional mandarin
We have a global footprint ...
REACH• 2 million customers in 156 industries• 3,500 leading suppliers• 465,000 stocked products• 4 million products available on demand• Operations in 35 countries• 48 transactional websites, 33 in local
languages• Global leader in environmental legislation• Transactional and Community websites,
over 32.5m page views per month
RESOURCES• 4,400 employees • Over 300 Field Sales• Over 900 Contact Centre Agents
• Technical Support- Tier 1 centers in each region- Live Chat 24/5- Over 200 Global Technical
Support Engineers
5
... with local resources and a global reach
The Business Challenge - How do we know what the customer experience is?
We monitor our sites internally, but there are a wide variety of issues that can affect our customers and the performance of our sites.
We load test our sites internally
The limitations of this are:• The performance is as experienced on a LAN, not that over the
web• This does not sufficiently simulate the variance of customer
usage
What do we monitor?
We monitor and report to our business colleagues the performance of our sites• We monitor the performance of 6 key pages, from the
homepage to detailed search pages• We report the performance weekly• We take action against poor performance
OctDec Fe
bApr Ju
nAug Oct
0.000.501.001.502.002.503.003.504.00
Netherlands - 90 Percentile Trend
Home PageProduct details5 SearchesTarget
NovDec Jan Feb Mar Apr May Jun Jul AugSeptOct50556065707580859095
100
HomePage
2.5 Sec5 Sec
What do we monitor?
• When we see performance issues we use the Gomez reporting to help the investigation• What nodes does this affect?• Are there any components of the page that are showing
challenges?
What do we monitor
Investigating performance concerns• Using the drill-down capability we review:
• Any errors in page loads• Components that are taking a long time to load• The size of
individual components on the site
What do we monitor?
Daily automated reports keep us aware of any issues the previous day
• These give us a visual view of any issues the previous day
Alerting
We use Gomez to alert when there are potential significant performance issues with our sites in real time• We test our sites every 5 minutes• If the page load times exceed a pre-defined time then warnings
and alerts are sent by both email and text 24x7
What functionality Supports this?
The Gomez Script recorder• Removing 3rd Party links• Multiple pages
Maintenance Windows• Routine and one off
Ability to download data for over a month API links into the Gomez data• Drill down links to load times• Real time alerting • Daily automated reports
Future Projects
Expansion for Growth• As we expand the capability of our web platform how do we
confirm no impact on customer experience DynaTrace
• To help understand the performance of the site before we implement into production
Last Mile Tests• What is the impact of last mile on customer experience
New APM Portal• Improved interface, easier to use, with readily available tests
Full Compuware suite across all systems• Driving performance reporting and Business Dashboard
reporting
Conclusion
‘How do we communicate the performance of our website to our business units so that they can
understand and trust the information’
This was our business challenge, we have managed to answer this while:• We have improved the speed in which we can identify
challenges with the site – this needs to be before our customers report them
• We have a tool that can help us to understand what is contributing to challenges with performance
• There are further areas that will help drive this proactive reporting and monitoring forward