Energy Future Holdings Chooses Precise to Deliver Business Performance Intelligence

Energy Future Holdings Chooses Precise to Deliver Business Performance 
Intelligence Monitors Over 37,000 End-User Experiences per Day 
REDWOOD SHORES, CA -- (Marketwire) -- 02/01/13 --  Energy Future
Holdings' subsidiary, TXU Energy, hangs its hat on delivering
superior customer service to millions of residential and business
customers. Customers hit the portal to the tune of 37,000
site visits per day for managing their accounts, paying bills and
gathering pertinent information about their energy usage. The
information helps customers make smart decisions around energy cost
and consumption. It is a vital shop window for the company. 
It's critical that has high availability. Long website
response times drive customers and prospects to call centers, which
racks up labor costs and reduces website loyalty. The company
maintains SAP Utilities Industry Solution and SAP CRM coupled with a
.NET-based Web infrastructure so customer and call-center
agent-facing services depend on multiple back-end components to
provide information and process transactions. 
"[Website] data is being pulled from our back office systems. We have
a lot of data transiting between these systems and website users in
real time. Performance management across all these systems is
critical to supporting end-user experience which is measured in
seconds," said Paul Reyes, Director of IT Data Center Services at
Energy Future Holdings. 
As with many large companies, prior to Precise, the IT organization
was using several point solutions for performance visibility into its
multi-technology environment consisting of SAP, internally-built Web
apps, Oracle, various operating systems, servers and the network.
This "horizontal" layer approach to systems management provided
volumes of data, but trying to correlate events to identify a root
cause was difficult and ultimately blocked the timely issue
resolution of IT issues.  
Paul Reyes recalled, "The challenge was that we had 25 severity 1
issues per quarter and overall availability of a little less than
99%. Working with Precise helped infrastructure and applications
teams jointly solve those major production issues. We went down to 4
severity 1 issues per quarter and availability went up to 99.85%." 
Precise dashboards visualize performance of multiple systems within
Energy Future Holdings' companies, providing views specialized to
multiple teams' perspectives.  
"We use Precise as a dashboard into performance monitoring. We have
applications teams and other teams use Precise as a front-end view
into what's happening with their applications. So when there's an
issue affecting SLAs we drill down into central SLAs and examine
performance over specific time periods, the user experience -- even
down to the specific user. It allows us to provide that visibility to
the team so when a DBA wants to identify and address a system
challenge, they have a rich data set to start with." 
Today companies including British Telecom, Ziggo and Symantec use
Precise to deliver performance intelligence on critical business
systems globally.  
About Precise
 Precise application performance management makes
complex, multi-tier systems transparent so users can quickly resolve
today's problems and make evidence-based plans to meet tomorrow's
performance needs. Precise exposes performance information across
entire business transactions, from user to storage, across physical
and virtual environments, for major packaged applications and custom
application architectures. For more information about Precise, visit 
About TXU Energy
 TXU Energy is a market-leading competitive retail
electricity provider, powering the lives of more Texans than any
other retailer. TXU Energy offers a variety of innovative products
and solutions, allowing both its residential and business customers
to choose options that best meet their needs, including exceptional
customer service, competitively priced electricity service plans,
innovative energy efficiency options, renewable energy programs and
other electricity-related products and services. Visit for
more information about TXU Energy.  
Company Contact:
Sy Nayman
Director of Marketing
Press spacebar to pause and continue. Press esc to stop.