Improving Global Website Performance

Iain JardineGlobal Head of Service ManagementPremier Farnell23 April 2013

Agenda

Introduction to Premier Farnell What value does Gomez add to the business? Future Projects Conclusion

Who we are

3

3,500Suppliers

ElectronicComponents e.g.

Software/Services e.g.

3rd Party Logistics

EDE Engineers

The EDE market sector is where design engineers conceive, design and prototype electronic products at the beginning of the product lifecycle, before the product goes into mass production.

MRO Engineers

The MRO market sector is where engineers are tasked with the operational servicing, maintenance and repair of electronic products that are near the end of the product lifecycle.

4

Newark/element14- 9 branches- 2 warehouses- 1 contact centre- 195 sales staff- 332 call centre

staff

Farnell/element14- 18 countries- 23 websites - 2 warehouses- 1270 employees- 110 field sales- 260 call centre

staff

Asia Pacific- Singapore HQ- 3 warehouses- 630 staff- 11 websites incl.

transactional mandarin

We have a global footprint ...

REACH• 2 million customers in 156 industries• 3,500 leading suppliers• 465,000 stocked products• 4 million products available on demand• Operations in 35 countries• 48 transactional websites, 33 in local

languages• Global leader in environmental legislation• Transactional and Community websites,

over 32.5m page views per month

RESOURCES• 4,400 employees • Over 300 Field Sales• Over 900 Contact Centre Agents

• Technical Support- Tier 1 centers in each region- Live Chat 24/5- Over 200 Global Technical

Support Engineers

5

... with local resources and a global reach

What value does Gomez add?

The Business Challenge - How do we know what the customer experience is?

We monitor our sites internally, but there are a wide variety of issues that can affect our customers and the performance of our sites.

We load test our sites internally

The limitations of this are:• The performance is as experienced on a LAN, not that over the

web• This does not sufficiently simulate the variance of customer

usage

What do we monitor?

We monitor and report to our business colleagues the performance of our sites• We monitor the performance of 6 key pages, from the

homepage to detailed search pages• We report the performance weekly• We take action against poor performance

OctDec Fe

bApr Ju

nAug Oct

0.000.501.001.502.002.503.003.504.00

Netherlands - 90 Percentile Trend

Home PageProduct details5 SearchesTarget

NovDec Jan Feb Mar Apr May Jun Jul AugSeptOct50556065707580859095

100

HomePage

2.5 Sec5 Sec

What do we monitor?

• When we see performance issues we use the Gomez reporting to help the investigation• What nodes does this affect?• Are there any components of the page that are showing

challenges?

What do we monitor

Investigating performance concerns• Using the drill-down capability we review:

• Any errors in page loads• Components that are taking a long time to load• The size of

individual components on the site

What do we monitor?

Daily automated reports keep us aware of any issues the previous day

• These give us a visual view of any issues the previous day

Alerting

We use Gomez to alert when there are potential significant performance issues with our sites in real time• We test our sites every 5 minutes• If the page load times exceed a pre-defined time then warnings

and alerts are sent by both email and text 24x7

What functionality Supports this?

The Gomez Script recorder• Removing 3rd Party links• Multiple pages

Maintenance Windows• Routine and one off

Ability to download data for over a month API links into the Gomez data• Drill down links to load times• Real time alerting • Daily automated reports

Future Projects

Future Projects

Expansion for Growth• As we expand the capability of our web platform how do we

confirm no impact on customer experience DynaTrace

• To help understand the performance of the site before we implement into production

Last Mile Tests• What is the impact of last mile on customer experience

New APM Portal• Improved interface, easier to use, with readily available tests

Full Compuware suite across all systems• Driving performance reporting and Business Dashboard

reporting

Conclusion

Conclusion

‘How do we communicate the performance of our website to our business units so that they can

understand and trust the information’

This was our business challenge, we have managed to answer this while:• We have improved the speed in which we can identify

challenges with the site – this needs to be before our customers report them

• We have a tool that can help us to understand what is contributing to challenges with performance

• There are further areas that will help drive this proactive reporting and monitoring forward