1

GyanSys Webinar Series

SAP CRM becoming a performance bottleneck

Not anymore

Webinar Agenda

• Introduction

• GyanSys : Brief Overview

• Trend in CRM/User Expectations

• Root Cause - Slow performance

• Gyansys Performance Package

• Q & A

11/28/2012 2

Offices

Partnership – SAP & Microsoft

Our Services

Engagement Model

• Global headquarters –Indianapolis, IN • US Offices - NJ and TX. • International - Netherlands, Philippines and India • WBE Certified

• SAP’s National Services Partner • SAP Ramp-Up PPM 5.0 , PLM 7.01, SRM 7.01 • SAP Co-Innovation Lab Partner • In-House System for POC/Conference Room Pilot

• Assessment and Evaluation, • Implementation and Development • Testing , Training, and Support • System Optimization

• 350+ consultants globally • Part-time Pooled blended hours • Onsite, Near-Shore and Offshore • SLA driven and Metrics reporting

GyanSys Brief Overview

11/28/2012 3

GyanSys Introductions

11/28/2012 4

Vice President GyanSys Inc.

Neeraj Sahu

CRM Solution Architect GyanSys Inc.

Ashis Baral

GyanSys – Sample Client List

GyanSys SAP CRM Case Studies

CRM Assessment and Roadmap

Rapid Deployment Services

Upgrades, Roll outs and Support

Performance review, Gap Analysis and remediation

Full range of functional and technical services

Full Range of CRM expertise

Sales, Service and Marketing

E-Commerce, Channel Mgmt, Interaction Center/Call Center, CTI

Market Development Fund and Trade Promotion Management

Mobility

Service Offerings A Snapshot: CRM Implementations

Technology Business 2 Business distributor

• SFA with Account and Contacts, Lead and Opportunity management , Interaction Center

• Define Process and implement Market Development Funds, Funds and Claim Management

• Marketing Plan, campaign Management

Supplier of tooling and industrial materials

• Case Management Implementation – set up master data (Business Partners/Products), Complaints, Returns and Warranties

• CRM Training for internal team

Multinational semiconductor company

• Trade Promotion Management

• Claims, Rebates and middleware enhancements

• SAP CRM - Pricing Integration with VISTAAR

American design company

• Performance Enhancement through middleware optimization

• Custom transactions configuration for IC

American manufacturer of tools and household hardware

• Returns Management, Accounts and Contacts, Service Management, Complex Pricing with VC

• Fast order entry process in SAP CRM Service Management with a Bolt On application

6

CRM

Service

Marketing

Sales

Online

Exponential increase in CRM implementation complexity

Organizations are using CRM for gaining competitive advantage: Online/inside sales, M/Ecommerce, Social marketing/Active listening, Co-branding/Co-Innovation, Increased Sales Reach, Collaboration with Resellers and Distributors

Big

Dat

a

Expan

din

g Ho

rizon

s

Innovation

New Markets

Partner Integration

Social Commerce

Mobility

Round the clock

Trend in CRM User Expectations

Implementation without consideration for performance

11/28/2012 8

User expectations • Access to key data on demand • Global systems • Real time response • Simple User Interfaces • Consistency ( No Surprises)

Will invite failure

Performance constitutes major component of CRM Success

11/28/2012 9

User Adoption

Functionality( 40 % ) Performance( 60 % )

Research from Aberdeen Group* shows 45% of end-user calls to the help desk are related to issues with the quality of the end-user experience.

Costs for training, end-user support, and change management represent a significant part of application Budgets.

*The impact of poor user experience and performance goes far beyond the specter of the “abandoned shopping cart”. There is a cost for every labored or failed transaction: wasted time, reduced efficiency, lower productivity, less revenue, and worse — lost customers. * The value of Network and Application Visibility, Aberdeen, September 2008.

Human Factors

Process

Techn-ology

Success factors of CRM

Key Areas for improvement

Looks Familiar ?

11/28/2012 10

Who is the culprit ?

• SAP

• Implementation team

• Support team

• Infrastructure

11/28/2012 11

Slow performance Root Cause

• Middleware

• Web UI

• Database Indexing

• Interfaces

• Application Log

• Custom coding

11/28/2012 12

CRM Middleware

11/28/2012 13

Middleware Issue

Improper BASIS settings

CRM Config and Data

CRM Middleware

BASIS Optimization:

• Implement parallel processing ( except during mass update )

• No of WPs for queue demon shouldn’t exceed 50% WPs of the system

• Make sure all the correct support packs are on both ECC and CRM side

• QRFC version should match on both systems

• Create less CSA* queues by changing the offset value in the table SMOFQFIND

11/28/2012 14

CRM Middleware

Configuration and Data optimization:

• ECC and CRM configuration should be in sync

• Queue processing parameters

• Regular monitoring of inbound/outbound queues

• Maintain proper filter setting

• Check if any queue is resulting in ST22 dump

• Clear the erroneous/not required queues regularly

• Avoid generation of BDOC if its not required for distribution

11/28/2012 15

One Example

11/28/2012 16

Few SAP Notes to Consider

• 350176 - CRM/EBP: Performance improvement during exchange of Data Exchange

• 356228 -qRFC occupies all work processes on the R/3 backend or CRM

• 763680 - CSA* qRFC queues occupy all work processes on CRM

• 742950 - Performance affected on Oracle DB with Supplement 11 is relevant.

• 453882 - Implement Parallel Processing

11/28/2012 17

Web UI

• Develop using value node whenever required

• Disable the server roundtrip if there is no actual event

• Try not to run custom validations every time

• Don’t write business logic in UI layer

• Use lazy node concept effectively

• Use single import concept for huge orders

11/28/2012 18

Few SAP Notes to Consider

UI Memory Optimization

1281896, 1161923, 1276708

Client side Performance

1162685, 990867

11/28/2012 19

Database indexing

• Create new index on CRMD_ORDER_INDEX if required

• CRMD_ORDERMADM_H and CRMD_ORDERADM_I should

be indexed

• Archive data on a regular basis

11/28/2012 20

Interfaces

• Use buffering technique to avoid multiple calls for the same

data

• Avoid synchronous interface whenever possible

• Use RFCs whenever communication is SAP – SAP

11/28/2012 21

Custom Coding

• Efficient use of CRM_ORDER_READ

• Make sure you close the RFC connections after its use

• Less use of direct database access statement on UI

• Less coding in the method DO_PREPARE_OUTPUT

• Don't use component set ‘ALL’ in custom UI components.

• Don't just bypass the BOL buffer

• Don’t use table access in IPC coding

11/28/2012 22

Application Log

• Clear table BALHDR, BALDAT on regular basis

• Schedule the report SBAL_DELETE as batch job

11/28/2012 23

Gyansys Performance Package

• Free evaluation of your system

• 4-6 weeks of effort after evaluation

• Detail documentation

• Offshore monitoring (if required)

11/28/2012 24

GyanSys Inc

8440 Woodfield Crossing Blvd., Suite #290

Indianapolis, IN 46240, USA

O: (+1) 317 580 4200

Email: info@GyanSys.com

www.GyanSys.com

GyanSys – Contact Information

Contacts:

Chuck.Stahl@GyanSys.com Ashis.Baral@GyanSys.com