New Apps … New Challenges

…New Solutions

Compuware Perform 2014

What Is The Challenge?

User-Customer Experience

visibility lacking in IT

Viewing service quality from customers’ perspective

What Is The Journey?

Together with &

End of 2011

2012

2013

2014 & beyond

Began with a 6 months exercise to monitor Online Customer Service (OCS) portal

Enterprise wide visibility of Celcom BAU systems

Major adoption of dynaTrace to support new Celcom systems (one of the first in Malaysia)

App performance/availability visibility extended as new subsystems and business functions are introduced

What Do I Get?Tangible improvements in customer facing services via

cooperative effort

3rd assessment (month 3)

2nd assessment (month 2)

1st assessment (month 1)

~40%

Im

pro

vem

en

t in

resp

on

se

What Do I Get?

Reduced MTTR and visibility into blind spots

Dealers’ experience poor on launch day

Debug code detected in production code via dynaTrace – not commonly

visible by developer

Issue resolved within 15 minutes

What Do I Get?Continuous trending of key business functions from

customer/dealer perspective

Service

June ’14(1 Month)

July ’14(1 Month) Increase

(%)Tren

dService

Component Connectivity

ServiceComponent Connectivity

Service Centre

99.8% 99.9% 99.8% 99.8% 0/-0.1

CRM 94.1% 100% 97.5% 99.8% 3.0/0.2

Dealer 99.9% 100% 100% 100% 0.1/0

Self Service 100% 99.4% 100% 98.6 0/-0.8

Visibility enables proactive improvements and ensuring consistent quality of service

App improvements

What Do I Get?

Alerts, Quick Diagnosis & Accountability of Incidents

Quick fault identification in daily

IT operations & minimal finger-

pointing between teams and much more…

DCRUM & dynaTrace - Real Dashboards for Real Situations

Front-end customer experience dashboard

Infrastructure & supporting services dashboard

Triage & low level diagnostics

What’s Next?

2014 & beyond Plans in place to improve and understand customer experience thus serving them better

Improving customer experience monitoring by

expanding visibility to browser clicks within

Celcom pages

Utilizing Compuware tools as rich data

feeds in a Manager-of-Managers (MoM)

architecture

What’s For You?

An improved customer and trade experience via Compuware APM (Application Performance Mgmt)

Thank You