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Case Study: British Gas Ensures SAP CRM Success with CA Application Performance Management
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Transcript of Case Study: British Gas Ensures SAP CRM Success with CA Application Performance Management
Case Study: British Gas Ensures SAP CRM Success with CA Application Performance Management
Ash Jokhoo
Centrica – British Gas
Programmes and Engagement Director
2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation
3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Abstract
British Gas is a British multi-national utility company whose principle activity is the supply of electricity and gas to businesses and consumers in the United Kingdom and North America. It is the largest supplier of gas to domestic customers in the UK and one of the largest suppliers of electricity operating under the trading names Scottish Gas in Scotland and British Gas in the rest of the UK. Delivery of outstanding customer service is paramount to British Gas, which has built its support processes around SAP CRM, making it the largest deployment of SAP CRM in Europe. Learn how CA Application Performance Management (CA APM) optimizes this CRM system to ensure customer support is flawless for British Gas.
Ash Jokhoo
British Gas
IT Director, Programs and Engagement
Agenda
The Past - History of British Gas - who are we?
Now - Case Study – our approach
Future – what we plan to do going forward with CA APM
1
2
3
What else do we use?4
History is important. To measure the future performance it’s important to understand the past achievements
• 1812 – Gas Light and Coke Co.
• The first public gas works in the
world
• 1817 – First gas meter
• 1923 - Thermostats on ovens introduced
• 1986 – Privatisation & computerisation
• 2009 - Smart meters launched
Service and performance is in our DNA at British Gas
Service and performance is in our DNA at British Gas
Our SAP and Customer Environment
• 500+ Servers
• 25,000+ GB of RAM
• 500 TB of DATA
• 3.8 million transactions per week
• 21000 users log into the system
each month
• Best in class. Development,
Operations and re-use of standard
functionality in SAP
• 12 million account holders
• Gas and Electricity
• We operate across Great Britain
• 12,000+ engineering workforce
• The largest SMART meter base in
the UK – leading the revolution in
customer control
We needed a view of now, the past and the future
CA Application Performance Management
helped British Gas
1. Monitor real-time and with historical data the
experience of your end users
2. Provide proactive and predictive application
monitoring
3. Answered "Are our service levels acceptable?“
4. We have gained near 100% transaction visibility
5. Prioritize incidents based on a true business
impact
6. Increase our desire for continuous improvement
For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15