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Improving
Application Performance and Service Levels
The Private Clients
division at Merrill Lynch needed to more effectively leverage its customer information to
meet three key business objectives: improve customer retention,
grow the customer base, and increase profitability.
Merrill Lynch called on
Teleran to guarantee their customer-focused BI applications could meet those objectives
as quickly as possible. The BI applications are used by more than 1000 people in various departments
to access a large data warehouse for
customer segmentation, cross-selling, and product
profitability analyses.
Merrill Lynch Challenge
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First, the number
of BI users was expected to triple in less than a year and the
IT organization had to ensure application availability and
performance would remain within pre-defined service levels.
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In addition, many
of the new users did not have an in-depth knowledge of the
data warehouse, so significant additional IT support would be required to get
those users up to speed.
Teleran Solution
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The
Merrill Lynch Global Data Management group relied on
iSight’s quantitative usage and performance metrics to
evaluate service levels and to regularly tune the database in keeping with actual user behavior. As a result,
all of the new users were brought online on schedule,
without impacting the performance of this business-critical
application.
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The business is on its way to meeting their
objectives of growing their customer base, and increasing revenue, profits and customer
satisfaction as well. iSight reports show that Merrill Lynch BI
applications continue to meet or at times exceed service level requirements:
average query response time remains constant even as
query volume has more than doubled. Additionally, iSight is used
to help predict future information needs and to prioritize application development and maintenance projects.
See
how DBAs prevent problem queries
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Merrill Lynch also implemented a
series of iGuard query controls that
automatically manage users,
especially those who don’t have in-depth knowledge of the
data warehouse. The use of these controls have minimized
database errors and improved overall query performance. In addition, since
implementing
Automated Helpdesk messaging, the average number of help desk calls per month has decreased 15%, improving IT productivity
and reducing support costs.
See
how application managers guide users
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