Siebel CRM Solutions
Siebel Performance Intelligence Success Story: Hyperion
After a Siebel Repository File (SRF) change, Hyperion, a large order-management client, began to observe noticeable performance degradation in the application.
The performance issues reported by the users were confirmed by reviewing overall business transactions, which confirmed the decrease in order throughput, i.e. the number of orders processed per hour. The client engaged Serene to assist in finding the root cause of the performance problem.
Working with the client using the Serene Performance Intelligence (SPI) toolkit, Serene’s Siebel Architecture Group quickly identified two performance issues in the application:
- Navigating from the Contacts view to the Quotes view took 9 seconds.
- The custom, synchronous submit-order process, manually initiated by the users, took 15 seconds.
Using SPI to track the system time related to the contact view, the team determined that the dedup key used by the data-cleansing tool was modified, creating a sub-optimal query. The dedup key was modified to create an improved database query, which resulted in the process completing in one second, while still meeting business needs.
In reviewing the Order Process through SPI, Serene identified custom logging that had been inadvertently left in place from the design phase. By removing custom logging, the order process performed within key performance indicators.
The Siebel Architecture Group, using both the SPI toolkit and their deep technical knowledge of Siebel CRM, was able to identify the root cause of the client’s issue and provide rapid resolution.