nTireOffice - CRM

Customer Relationship
Management Software

Performance Bench Marking Report

SunSmart Technologies Private Limited

25 R K Salai, Mylapore, Chennai, India.
Visit Us at: www.sunsmartglobal.com Email : sales@sunsmartglobal.com

Note :
The Information within this document is solely for the evaluation of the content and shall be kept
confidential. This shall not be duplicated or disclosed (part or full) in any form to any other party or
used for any other purpose without prior written consent from SunSmart Global Ltd.

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 DOCUMENT CONTROL
Document Tile nTireOffice Performance Benchmarking Report
Document Reference NA
Purpose White Paper
File Name nTireCRM-Performance-Benchmarking-Report.pdf
Security Classification Company Confidential
Validity NA
Owner Priya
Approved By Sundar
Contact Person Alvina Sam
Chief Technology Officer
25 R K Salai, Mylapore, Chennai, India.
alvina@sunsmartglobal.com

VERSION CONTROL
VERSION RELEASE DATE VERSION DESCRIPTION OWNER APPROVER
1.0 06/06/2016 Performance Report Priya PMSR

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 Table of Contents
CONFIDENTIALLY AGREEMENT ...................................................................................................................................... 4

GENERAL STATEMENT.................................................................................................................................................... 5

ABOUT SUNSMART ........................................................................................................................................................ 6

NTIRECRM PERFORMANCE BENCH MARKING REPORT ................................................................................................ 7

ARCHITECTURE .............................................................................................................................................................. 7

OVERVIEW ..................................................................................................................................................................... 7

SERVER CONFIGURATIONS............................................................................................................................................. 8

TEST SUMMARY ............................................................................................................................................................. 9

OPTIMIZATIONS PERFORMED .......................................................................................................................................11

# OF ITERATIONS FOR THE OPTIMIZED RESULT .............................................................................................................11

CONCLUSION ................................................................................................................................................................12

CUSTOMER SATISFACTION SURVEY ..............................................................................................................................13

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 CONFIDENTIALLY AGREEMENT

Customer agrees that the information in this document is the sole property of SunSmart and shall not be
disclosed outside and shall not be duplicated or used in whole or in part for any purpose other than to evaluate
this document without written permission.

SunSmart is eager to discuss any aspect of this document or other services that may be needed by Customer
to support the requirement.

Any issues or queries shall be addressed to:

Technical Queries

Ms. Sripriya Senior Solution Architect

Email : sripriya@sunsmartglobal.com

Escalation

Murali B
Chief Operating Officer

This proposal has been written for Customer. Whilst every care has been taken to ensure that contents of this
proposal are complete and realistic, SunSmart reserves the right to change or withdraw the document in full
or part in the light of further information on Customer specific requirements or scope.

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 General Statement

All the information, representations, statements, opinions and proposals in this document are correct and
accurate to the best of our present knowledge but are not intended (and should not be taken) to be
contractually binding unless and until they become the subject of separate, specific agreement between the
parties.

The information contained herein has been prepared on the basis that the agreement entered into between
the parties as a result of further negotiations will be based on the terms of the Customer Agreement. This
proposal is valid till expiry date as mentioned in Document Control Section.

If not otherwise expressly governed by the terms of a written confidentially agreement executed by the parties,
this proposal contains information which is proprietary and confidential to SSG and submitted to on the basis
that it must not be used in any way nor disclosed to any other party, either whole or in part. The only exception
to this is that the information may be disclosed to employees or professional advisors of the customer where
such disclosures are on a need to know basis and for the purpose of considering this proposal only. Otherwise,
disclosures may not take place without prior written consent of SSG.

If not received any disagreement on the above within 2 working days, the terms are considered as agreed one.
Email / physical submissions are considered as dates of submissions.

The proposed software will be interfaced with the existing application(s) of Customer for data sharing.

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 About SunSmart

SunSmart Global Inc. a Silicon Valley Based Multi-National Software House helps organizations in
achieving their critical business imperatives by realizing the maximum business value through their
technology investments. SunSmart started her operations in 2004 with a dedicated Research &
Development Center aiming at development of quality products for diversified Industries. The
Company is promoted by technocrats who come with a wealth of expertise in both technology and
domain with proven track records. The management of SunSmart Global Ltd believes in commitment,
involvement and transparency, which result in an atmosphere of greater productivity.

SunSmart objective is to deliver cost effective software solutions that are powerful, scalable and fully featured,
yet easy to install, learn and use. At SunSmart Global Ltd we understand the criticality of Business of our
customers and we apply our IT expertise to help them optimizing their business.

With the understanding of domain, comfort with the latest technology & tools, and continuously
improved processes, we shrink every implementation cycle, and enable accelerated delivery of world-
class solutions.

SunSmart brings value to our customers by offering unique and innovative software solutions that
completely improves the organizational efficiency and responsiveness thereby ensures 100% Return
on Investment.

SunSmart has following associations:-

ASSOCIATION TYPE ORGANIZATION

ROYAL PARTNER MICROSOFT
GOLD PARTNER WITH GOLD APPLICATION MICROSOFT
DEVELOPMENT COMPETENCY
EMERGE 50 NASSCOM
ASSOCIATED MEMBER NASSCOM
ASSOCIATED MEMBER CII
ASSOCIATED MEMBER LONDON CHAMBER OF COMMERCE
ASSOCIATED MEMBER SPANISH CHAMBER OF COMMERCE
ASSOCIATED MEMBER BRITISH BUSINESS GROUP
QUALITY CERTIFICATION ISO 9001 : 2008
OPERATIONAL LOCATIONS USA | UK | EUROPE | MIDDLE EAST |
AUSTRALIA | ASIA

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 nTireCRM Performance Bench Marking Report

Architecture

Overview
nTireOffice-CRM one of the most intelligent and Innovative CRM application provides functionalities from
Sales Force Management, Lead Management, Customer Onboarding, Customer Incident Management, 360-
degree customer view, Email Ticket Management, Business Dashboards and BI Reports.

Released in 2004, has undergone several changes in terms of Technology, Functionality and GUI, nTireCRM is
one of the most matured products available in the market today.

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 Server Configurations

Intel 2 CPU Quad Core, 52GB RAM x 4 on Virtual

APPLICATION SERVER MS Windows 2012 with IIS 8.5, MS .NET Framework

4.5

500 GB HDD

Intel 6 CPU Quad Core, 52GB RAM

DATABASE SERVER MS Windows 2012, MS SQL Server Standard 2012

1 TB HDD

Intel 2 CPU Quad Core, 52GB RAM x 2 on Virtual

Web Server MS Windows 2012 with IIS 8.5, MS .NET Framework

4.5

500 GB HDD

Desktops of Core i3 with 16GB Ram with various

variants of Windows
Clients

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 Test Summary
Testing Tool Used Microsoft Team Foundation Server 2015

Duration of the test 120 Minutes

Total Concurrent Users 13000 Users with a gap of 5 min / transaction

Total Transactions 50.5 million records

Average Response Time 2.58 secs

Maximum CPU Usage of Application Server 90%

Maximum Memory Usage of Application Server 88%

Maximum CPU Usage of DB Server 94%

Maximum Memory Usage of DB Server 92%

Note: The above Results are for the specific configuration of nTireOffice-CRM with monitored environment
and the results may vary depending on the specific customizations, client environment, network bandwidth,
user spread and other environmental factors.

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 Test Cases were written to include the following scenarios:

Organizational Spread: Zones (4) , Regions (40) and Branches (1600) to ensure multi-level data view /
operation

User Levels: Administrators (10), Sales Head (5), National Manager (20), Sales Manager (120), CRM Manager
(120), Customer Service Executives (4500), Front Office Executives (3500) and Sales Executives (6000).

20 Products & Campaigns

Lead Management System:

1. Lead Creation: Create Leads from multiple channels and assign them based on Lead Workflow
settings Upload of Lead, Creation of Lead by calling API etc.
2. Lead Update: Update the status of leads like Follow-up, Appointment Fixed, Lead Closed and Not
Interested from the pool of Individual Leads and Team Leads.
3. Viewing of Lead Reports

Customer Interaction Management

1. New Incident Creation using Inbound Call Center

2. New Incident Creation using Email Processing
3. Viewing 360-degree details of Customers
4. Processing of Customer Incidents as per Workflow settings
5. Incident Closures
6. Incident Reports

Test Observations

Users are increased at the rate of 100 users per minute till they reach the desired 13000 mark.
Server Performance is monitored in terms of CPU and Memory in addition of occupancy of W3SC
Service, MS SQL Service and IIS Service.
We are able to test the Concurrency factor till 13464 records
Size of Database had grown to 290GB after the test cycle is completed
15 Clients were used to simulate the concurrent user load each creation approximately 800+ users
Create, Update and Delete Operations were performed during the test cycle
Think time of 10 minutes per user used to simulate the real-time scenario.
We had added the CPUs in virtual environment for monitoring performance variation for Hardware
expandability and the results found to be satisfactory.
Browsers used: Mozilla Fire fox and Chrome

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 Below are the Key Table Data:

USER MASTER 4257

BRANCH MASTER 1600
LEAD MASTER 20,645,350
PENDING LEADS 12,800,876
CLOSED LEADS 7,212,345
CALL DETAILS 25,700,954
CUSTOMER MASTER 22,456,120
CUSTOMER ACCOUNT MASTER 22,567,980
CUSTOMER TXN INFO 220,456,675
CUSTOMER ADDRESS INFO 12,456,120
CUSTOMER KYC DATA 28,567,987
INCIDENT MASTER 18,850,897
INCIDENT DETAILS 12,675,987
CLOSED INCIDENTS 3,245,870
EMAIL DATA 2,760,345

Optimizations Performed

Various Performance tunings on IIS Server was performed

SQL Server optimizations
Indexes creation
Windows OS Level Hardening was done at all servers with restriction of absolutely essential services
for running
Memory ceiling of SQL Server was set to 75% of the total memory of the server
Code Level Optimizations
Optimizations at Stored Procedure Level

# of Iterations for the optimized result

To achieve the best performance result, we had to iterate the simulation for 8 times with several
optimizations / corrections which includes code level optimizations.

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 Conclusion

The results of the above benchmarking demonstrate the performance & scalability of nTireOffice-CRM
application at an enterprise implementation in real-time scenario.

Further response of the CRM is normal when the hardware is expanded horizontally which suggests that
application can be scaled for larger number of transactions / users based on expansion of horizontal & vertical
hardware configurations.

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 Customer Satisfaction Survey
Survey conducted by TNS on behalf of Microsoft

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