Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation

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1 Go BIG on Results Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation Paiboon Pattanasaksiri, CA Technologies Satit Auputtinun, MFEC Public Co. Ltd.

2 Abstract Paiboon Pattanasaksiri Business Tech Architect, CA Technology Satit Auputtinun Senior Consultant, MFEC Public Company Limited Customer experience is strongly correlated to customer royalty. 2 Copyright 2013 CA. All rights reserved.

3 Agenda What is Customer Experience? The Customer Experience Impact CA APM CA Official Partner MFEC 3 Copyright 2013 CA. All rights reserved.

4 What is the Customer Experience? How customers perceive their interactions with a company through products or services. It could be happy, dissatisfied or neutral. 4 Copyright 2013 CA. All rights reserved.

5 The Customer Experience Impact 89 % of customers began doing business with a competitor following a poor customer experience. 91 % of dissatisfied customers will not willing do business with your organization again. Happy customers who get their issue resolved tell about 4 to 6 people about their experience. A dissatisfied customers will tell between 9 to 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people. Attracting a new customer costs 5 times as much as keeping an existing one. Source: 2011 Customer Experience Impact (CEI) Report co 5 Copyright 2013 CA. All rights reserved.

6 What if we could measure CE! 6 Copyright 2013 CA. All rights reserved.

7 CA Application Performance Management Difficulty Lies in How to Link Transactions to the Infrastructure How do you monitor all business transactions through the IT infrastructure and understand business impact? How do you proactively detect issues; diagnose root cause of application-based problems? Who is responsible for understanding end-user experience and managing SLAs? BACK END SAP PSFT DISTRIBUTED AND/OR MAINFRAME USER NETWORK FRONT END Siebel IMS DB CTG MIDDLEWARE DB2 CICS WAN/ WWW Router Firewall Switch Load Balancer Web Servers Portal App Server MQ Datacom End User Web Services z/os 3 rd Party Applications Databases 7 Copyright 2013 CA. All rights reserved.

8 CA Application Performance Management 1. Monitor the Performance of All Transactions 2. Insight into the Root Cause of Applications Problems 3. Understand the Impact to Customers & End Users Monitors all application traffic traversing the infrastructure to measure response time Identifies the root cause of applications problems across platforms Manage user experience ensuring high levels of service delivery to customers, partners and employees PROTECT REVENUE & CUSTOMER SATISFACTION IMPROVE APPLICATION PROBLEM RESOLUTION TIME BY UP TO 50% (IDC) DECREASE APPLICATION DOWNTIME BY 70% (IDC) 8 Copyright 2013 CA. All rights reserved.

9 CA APM Application Triage Map sample display: end-user experience violations 9 Copyright 2013 CA. All rights reserved.

10 Real User Experience Monitoring Correlate End-User Experience to Business Services Impacted & SLAs Accounting AR Processing CA APM automatically calculates business impact based on: Severity of the defect Criticality of the transaction Importance of the user 10 Copyright 2013 CA. All rights reserved.

11 Real User Experience Monitoring Correlate End-User Experience to Users Impacted and identifies, to the user-name level, who is affected by the problem The triage team now knows which problem has the biggest business impact and where to focus resources first 11 Copyright 2013 CA. All rights reserved.

12 CA APM Cloud Monitor provide global perspective from 70+ monitoring points of presence and growing CA APM SaaS 100% SaaS-based Synthetic End User Scripting Real Browser Performance Mobile Application Public Status Pages Web Service & API Monitoring Global Monitoring Network 00:00: External, synthetic view on visitors worldwide online services experience Expanding to meet your needs 12 Copyright 2013 CA. All rights reserved.

13 CA Executive Insight Executive mobile dashboard Mobility 100% designed for the mobile user Freedom to connect, share, decide, anytime anywhere Collaboration Add depth and value to metrics Enhance clarity and context with annotations Self-Service Simplified personalization let users be in control Users decide what they want to see most Business Optimized IT Communicate to the business in the language of the business Create, rename, organize KPIs appropriate to the audience 13 Copyright 2013 CA. All rights reserved.

14 Software Medicine 14 Copyright 2013 CA. All rights reserved.

15 Too much information is not all we need 15 Copyright 2013 CA. All rights reserved.

16 Service Capability Capacity Planning / Timeframe estimated Installation / Configuration Apply Best practice for Alerts, Dashboard, Report etc. Assist on monitoring, consulting, tuning and fixing. 16 Copyright 2013 CA. All rights reserved.

17 Case study Before After Uptime 95% 99% Transaction Time 30 sec 3 sec Time to fix issue 2 months 1 day 17 Copyright 2013 CA. All rights reserved.

18 MFEC Public Company Limited One - Stop ICT Products & Services Provider 100+ Enterprise Customers 800+ ICT Professionals Support end end services 18 Copyright 2013 CA. All rights reserved.

19 Thank you

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