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Machiel Jacobs

MAY 16-19, 2016

Faster Decision-making and Greater Productivity withTIBCO Active Spaces



Agenda

Machiel JacobsTechlead TIBCO at Eneco

Project results



Eneco





Introducing Eneco





2006

Start of the integration CC

Microsoft BizTalk for integration

TIBCO iProcess for BPM

TIBCO BusinessWorks used as an adapter for iProcess

2010

Re-evaluation of our architectureTIBCO BusinessWorks and TIBCO EMS became our target

Common Data Model was designed

First Services were created

New Eneco website was launched

The next step in integration

Over 100 BW projects in BW 5.11, 5.13 and 6.3.1

Working on a high available integration platform based on EMS Appliances

Implemented TIBCO Active Spaces for our customer services.

NOW

History With TIBCO

Cloud based architecture

Extreme cloud 2020

API’s and API Management

Microservices

Future



The Challenge

• Agents are waiting

• Websites are slow• Apps are unavailable





Setup an in memory data cache close to the integration layer.

• This needs to be high available

• Easy to include in our services

• Scalable

• And of course fast.

TIBCO ActiveSpaces®

The Solution



Business Case

• Hard Benefits• 3 million contacts a year handeld by 1200 agents• Reducing average call time with 4 second saves us € 288.000,-

• Soft Benefits• Higher availibilty of our Online platforms• Reduce phone calls, more self service• Higher customer satisfaction



Solution Overview





Solution Overview - Old Situation



Frontend

Integration

Backend

CCA Client Eneco.nl MijnEneco

CRM MVS(Billing)

Enterprise Service Bus



Solution Overview - In-Memory Data Cache Model



• Separate metaspaces for CRM and MVS• Spaces for data objects (complete XML response)

• Spaces for search fields optimised by indexes

Data cache TIBCO Active Spaces

MS_CRM MS_MVS

KlantCRM_Search Space

KlantCRM_Data Space

KlantMVS_Search Space

KlantMVS_Data Space

KlantMVS_Customer Space



Solution Overview - Data Retrieval

Frontend

Integration

Backend


CRM MVS(Billing)



MS_CRM MS_MVS


KlantCRM_Data Space


KlantMVS_Data Space




Solution Overview - Live Feed


MS_CRM MS_MVS


KlantCRM_Data Space


KlantMVS_Data Space


Frontend

Integration

Backend


CRM MVS(Billing)


Frontend

Integration

Backend


CRM MVS(Billing)




Solution Overview - Initial Load


MS_CRM MS_MVS


KlantCRM_Data Space


KlantMVS_Data Space


Frontend

Integration

Backend


CRM MVS(Billing)


Frontend

Integration

Backend


CRM MVS(Billing)




Results





First Performance Test



Second Performance Test



Initial Load Test



Project Results



Some quotes:

• “Searching for a customer by it’s id is mindblowing fast”

• “Small customers are literaly found in a blink of an eye”

• “A change in customer details is synchronized to Active Spacesimmediately”

• “After startup the search function is directly available”



• Use Customer data store for our Online channels• More data stores for other types of data

• Simple caching of volatile data

Next Steps



Best Practices

• Don’t try to create a relational database in Active Spaces

• It’s ok to store data twice• Don’t redesign your service contract (we didn’t)

• First implementation done by TIBCO PSG

• Start testing as soon as possible• Reserve time for tuning the system





Q & A



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