Enhance Customer Loyalty through Higher Responsiveness · Oracle White Paper—Enhance Customer...
Transcript of Enhance Customer Loyalty through Higher Responsiveness · Oracle White Paper—Enhance Customer...
An Oracle Business White Paper
April 2009
Enhance Customer Loyalty through Higher Responsiveness
Executive Overview............................................................................................. 1
Introduction: Data Management Challenges for e-Commerce ............................. 2
The Solution: In-Memory Data Grid ..................................................................... 4
Four Case Studies............................................................................................... 5
Case Study #1: Predictable Website Response Performance and Uptime ...... 5
Case Study #2: Integrated, Continuous Customer Experience ........................ 6
Case Study #3: Improved Performance and Transaction Processing
Throughput for Internal Applications ................................................................ 8
Case Study #4: Managing Growth ................................................................. 10
Mission-Critical Applications: Cost is Not Irrelevant ........................................... 11
Oracle Coherence: Product and Technology Overview ..................................... 12
Conclusion ........................................................................................................ 14
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Executive Overview The current economic downturn is driving all businesses to scrutinize every investment
and ongoing spending. With the credit markets tightening, cashflow is a critical issue. The
private sector and government alike are looking into cutting costs and becoming more
efficient. Doing business online is proving to be more attractive, since it requires low
initial investment relative to comparable physical channels and the ongoing costs are
lower as well.
However, there are many challenges to setting up and succeeding as an online business
or an online channel – barriers to entry are low, competition is fierce, and customer
switching cost is extremely low. Just because a website is up and running does not mean
it is appealing and effective. Once a website is in place and the user base starts growing
rapidly, the technical infrastructure backing it becomes even more important – site
uptime, responsiveness, and reliability are critical to success. An integrated customer
experience as well as having the agility to quickly introduce new features, offers and
services, to experiment and take risks, to be able to track success or failure, and course-
correct, are required. To be able to support business growth and the unpredictability of
demand is vital to success. Technology plays a key role in supporting mission-critical web
applications. When used as a competitive weapon, technology can drive market
leadership, and when neglected can lead to failure.
Oracle’s Fusion Middleware portfolio brings a robust set of offerings to ensure
guanranteed reliability and leading performance to the application as well as the data tier.
As the leading in-memory data grid offering, Oracle Coherence provides a unique
solution to these issues and does so in a cost effective and predictable manner, while
keeping your data center green.
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Introduction: Data Management Challenges for e-Commerce The economic downturn is forcing businesses to tighten their belts and look for more
efficient channels. Using the internet as a business channel, and sometimes even the
only channel, is becoming more prevalent. However, there are significant challenges to
be successful at e-comerce. Many of these challenges are business issues, such as
identifying the correct target market segment, building the website to provide the right
customer experience, website usability, anonymous website visitors, low conversion
rates, shopping cart abandonment and more.
Technology plays a critical role in a business’ online success. Technology itself cannot
make an online business successful. However, lack of robust technology can create a
make-or-break experience for customers. In other words, the backend technology is a
necessary condition for success for mission-critical web applications. The technologies
involved in enabling web applications typically include a web portal or some other UI tool
for the presentation of the web content, a web application server on which the actual
application logic resides, and a database server for data persistence and data (CRUD --
create, read, update, delete) operations.
Data availability and management is crticial for web applications. The user experience
associated with web applications relies in large part on the availability and management
of their session data, its persistance, and its management. This paper focuses on the
topic of data availability and management for mission-critical web applications.
State-of the art data management technologies can result in the following:
• Significantly improved performance for the website which include website uptime,
responsiveness, and reliability
• Integrated customer experience – Customer experience offered by the business appear
consistent and cohesive to the customers
• Ability to quickly introduce new offers and services, to experiment and take risks, to be
able to track success or failure, and course-correct.
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• Ability to respond to a unforeseen competitive maneuver at great speed
• Support business unpredictability – Ability to support business growth, fluctuating
customer demands, and unpredictable supply chain
For many web applications, the application data resides on the database, mainframe or
backend operational data store. The problems with delegating the data management
solely to these backend systems are manifold.
• Unpredictable database response performance – since it is not a dedicated resource to
the web application, the backend system may not be able to respond to the application
soon enough to meet customer expectations. Its cycles maybe consumed by other
applications or the system maybe down or the connection to the system maybe lost.
• Strain on backend system by the amount of data created – In some cases the amount
of data created through the web application is very large and grows exponentially,
especially with business success. For example, an insurance company’s customer’s
profile data may be over 1MB. Therefore, tens of thousands of customers updating
their profile continuously puts a significant strain on the backend system which was
never intended to be used for this use case, but rather was retro-fitted to it. It also puts
other applications depending on these systems at risk.
• Backend systems may not be able to scale as the business grows easily and cost
effectively – In the current climate of economic uncertainty, business and consumer
buying patterns are changing. Every business needs to be able to experiment with
product offering and grow successful product lines and eliminate unsuccessful ones.
This means the infrastructure supporting a business’ application needs to be dynamic –
support unpredictable growth quickly and easily, without putting business continuity at
risk, and retrench from supporting unsuccessful product lines, which means re-deploy
and reuse infrastructure for successful projects – again, quickly and easily. The
backend systems, presumably developed on more mature technologies, are not
architected to grow in an unlimited manner, supporting data growth and continue to
provide response and/or throughput performance that is the same for 100 GB versus
100 terra-byte of data
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The Solution: In-Memory Data Grid
Enter a sophisticated data management solution for mission-critical web applications – the in-
memory data grid that provides caching of data, in memory, in a distributed manner. Very simply
put, the in-memory data grid provides the ability to store data reliably in the application tier, in
the form ready to be consumed by the application. One can think of it as the data residing side-
by-side with the web application. As a result data can be accessed much faster, the load, risk, and
reliance on backend systems are diminished, and data can be written to the backend systems
synchronously or asynchronously. In the asynchronous case the data is written only when the
changes to it are long lasting, while transient data stays in memory.
The in-memory data grid is a relatively new technological innovation and there are a few vendors
in the marketplace that offer this solution, although not all in-memory data grids are created
equal. The Oracle Coherence in-memory data grid offers the above described performance
advantages as do its peers. However, due to its highly fault tolerant architecture, it offers high
reliability, predictable and linear scalability, and very tight out of the box integration with Oracle’s
Fusion Middleware portfolio of products, namely WebLogic Server, the app server of choice for
many web applications, and WebLogic Portal, the predominant portal product used for the
presentation layer of many web applications. A component of Oracle Fusion Middleware, Oracle
Coherence enables users to bring data closer to the application for faster access. By
transparently, automatically and dynamically partitioning data in-memory across multiple servers,
Oracle Coherence helps provide continuous data availability and transactional integrity, even in
the event of a server failure. As a shared infrastructure, the offering combines data locality with
local processing power to perform real-time data analysis, in memory grid computations, and
parallel transaction processing.
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Four Case Studies
This white paper discusses four case studies, each showcasing a mission-critical web application.
In each case the customer’s business requirement is different. These case studies include the
business challenge, the corresponding IT challenge, how Oracle Coherence solved the specific
problem at hand and how the business benefited from it.
Case Study #1: Predictable Website Response Performance and Uptime
According to Visa e-commerce tracking survey results reported in November 2008, Internet
users surveyed in the Asia-Pacific region said they have spent an average of over $ 3,000 each in
the past 12-months on online spending. Techcrunchies.com predicts average online spending per
online buyer in the UK in 2009 to be $3350. Since customer switching cost is so low – literally a
mouse click – customer loss in the online world is a recurring phenomenon with a significant
negative impact on revenue.
“Site response and uptime are our two most important business metrics,” says the director of
engineering for a leading online social network. Poor site response performance means that the
page takes too long to render and visitors run out of patience. Visitors then lose interest in the
site and typically go to sites with comparable or competing offers. Poor uptime means that the
website fails to be continuously available, i.e. when a visitor goes to visit the website, the site is
down. These result in negative customer experiences, leading to a declining number of visits,
declining number of transactions per visit, lost revenue and ultimately customer loss.
There are various reasons for these challenges from an IT perspective:
• One or more technical components supporting the application infrastructure are down. Often
times this is the application server or the database server.
• Some component of the application infrastructure is overloaded – the website is experiencing
more traffic or more transactions than the infrastructure can handle.
• The operational data created by transactions has become a bottleneck – the system is unable to
handle the amount of data that is created by transactions, possibly because customers are
creating bigger profiles than expected, transaction audit trail data is bigger than expected, etc.
Overstock.com is an online “closeout” retailer offering discount, brand-name merchandise for
sale over the internet. Overstock.com, ranked among the top 10 most trafficked retail websites
on Cyber Monday 2007, foresaw potential bottlenecks in its infrastructure, given the massive and
unpredictable loads experienced particularly during the busiest online shopping day of the year.
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According to comScore, in 2007, Cyber Monday saw a record $733 million in sales. “Cyber
Monday, November 26, 2007 had its unbelievable snafus”, reported Vizion Interactive.
Overstock correctly predicted that the infrastructure supporting their web application would not
be able to support the tremendous volume of transactions that they foresaw on Cyber Monday.
Specifically, they identified that the availability of data and data operations would be a potential
source of bottleneck and contention. The business was at risk of poor responsiveness, leading to
customer dissatisfaction, lost transactions, and lost customers.
Overstock.com chose Oracle Coherence to provide distributed caching for web applications.
Start-to-finish, the Oracle Coherence implementation took just two months, leveraging the
skilled Java development team at Overstock.com. Oracle Database and Oracle Real Application
Clusters provided the data foundation for Overstock.com's application architecture. Oracle
Coherence provided predictable performance, scalability, resilience and availability.
With Oracle Coherence, Overstock.com delivers fast and reliable access to frequently searched
data, improving customer search response times by nearly 100 percent and guided navigation
response times by over 200 percent. These improvements correlate to increased conversion rates
and revenue.
According to Sam Peterson, SVP, Technology, Overstock.com “We put Oracle Coherence to the
test on the busiest shopping day of the year, Cyber Monday, and we were very pleased with the
consistently high performance the site delivered on customer searches, despite the additional
workload.”
“Oracle Coherence provides Overstock.com a very scalable caching solution, serving as a buffer
between our presentation layer and our back end search layer, thus improving response times for
frequently searched items,” added Allen Bettilyon, Senior Architect at Overstock.com. “Now
that we have a strong processing layer with Oracle Coherence, we anticipate many other
interesting use cases for this technology.”
Case Study #2: Integrated, Continuous Customer Experience
Providing an integrated customer experience is critical to customer satisfaction and having
‘sticky’ customers. “We still see customers looking for a way to integrate, aggregate and/or
bundle their services,” says Kieran Nolan, vice president, broadband, for AT&T. “They are
looking at what utility they get out of products and services they buy from any carrier, so it’s not
just one product or two anymore, it’s now becoming the whole thing.”
The challenge that many enterprises face is that their web presence consists of different brands
or offerings backed by different business units, which have not been integrated because
“Online shoppers expect they will be able to search for products and get an immediate and relevant response. If the search
process takes more than a second, the customer moves on to another site and we lose credibility and a potential sale.”
-- Sam Peterson, SVP Technology, Overstock.com
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integration is too time consuming, costly and/or risky. Trying to transact on these websites is
akin to purchasing a ‘candle-light dinner and movie’ package from one’s telecom service
provider, which after step one – the movie purchase – directs the customer to the website with a
preferred list of restaurants, where the customer has to purchase yet again the ‘candle-light
dinner’ package – not an optimal customer experience!
A key capability in offering an integrated experience is the ability to combine backend data –
both meta-data as well as operational data. Integrating customer data, purchase data, behavior
and pattern data is non-trivial – these often reside in different systems that have been developed
at different times with different architecture, data definition and persistence standards. At
runtime there are multiple applications that are supporting distinctive offerings and are unable to
persist operational data in a single unified data layer that is required to offer the integrated
customer experience.
Customer – A Global Clothing Retailer
A global clothing retailer with over $15B in revenue, operating more than 3000 stores worldwide,
built its iconic casual brand on basics for men, women, and children, but over the years has
expanded through acquisitions and now owns multiple brands. The operation and management
of these brands resided on different systems, on different domains and on different application
servers, which work fine for their physical stores.
Online channel customers were required to treat different brands as different stores. Customers
would have to check out and pay for one brand and then shop for the next brand and so on.
This un-integrated customer experience resulted in low customer satisfaction and diminished
revenue.
This retailer turned to Oracle Coherence to provide the unified data tier for their four brands –
their four applications. With Oracle Coherence the four applications were able to share user
session data – the data that is generated as a customer is interacting with the various applications
– through a single data repository in memory. Hence the operational data is available to all four
applications to read and update. Now, when the customer fills their shopping cart with items
from brand one and moves on to brand two, the shopping cart moves with them. This results in
an integrated customer experience.
Data residing in-memory is replicated once across the shared memory grid to ensure the user
session is preserved in case of individual failures. Therefore, users will not encounter the issues
of ‘session loss’ – which is when they move from brand one to brand two without committing to
their purchase of brand one, and find when they come back to brand one their session state was
lost. With Oracle Coherence the session data is never lost - the user’s shopping cart stays full.
Since user session data now resides closer to the application, the user will also experience
improved performance.
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With WebLogic Server providing the runtime infrastructure for this retailer’s web application,
and with Oracle Coherence providing out of the box integration with WebLogic Server, the
customer did not have to make any code changes to accommodate Coherence in their
infrastructure. This resulted in cutting down development time and risk associated with code
change. .
All of these result in significantly improved customer experience. Customers are now able to
search for items across brands. Customers also benefit now from reduced shipping costs, since
they interact with one instead of the four shopping carts. Their orders are shipped together and
arrive together – resulting in a better user experience and higher eco-friendliness. Additionally,
customers experience better website performance as well as reliability for their sessions.
This integrated customer experience drove this customer’s online channel sales to almost double
between 2005 and 2007.
Case Study #3: Improved Performance and Transaction Processing Throughput for Internal Applications
Customer experience is not only dependent on the direct interaction channels that an enterprise
has with its customers, but is also significantly impacted by the internal operational efficiencies of
the firm. Such operations are supported by systems or applications that fall in the following
categories.
• Applications used while interacting with customers in real time. Examples of these are online
retailers’ customer service management application, telecom service providers’ order entry
application, or an insurance company’s loan processing application.
• Applications that provide customer service or customer fulfillment related functions. Examples
of these are trouble ticketing systems (systems used to log and drive the workflow for trouble
tickets) and order fulfillment systems (systems that are used to drive the process of fulfilling
customer orders once those have been received).
The challenges for these applications in terms of performance and growth are similar to the
situation described in case study number one. Many times, these applications are not able to keep
up with the demands of business growth. The hardware components and the compute resources
that support these applications -- the application server, the database, and the portal server – are
not able to support a transaction volume that is heavier than that for which the system was
originally designed. As a result, the system is often overloaded and takes a performance hit. This
has a direct impact on the customer as shown by the following examples:
• A customer’s order with an online book retailer is not fulfilled on time. This is because the
order processing system could not support the increased volume of orders entered during this
particular customer’s order.
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• It takes too long for customer service representative to take down an order, displeasing the
prospect or worse, losing them.
• A loan processing application takes too long, having negative impacts on revenue (the sooner
the loan is processed, the sooner the revenue stream gets started) as well as customer
satisfaction.
Customer – Portal Application for a Leading Financial Services Firm
A leading global financial services firm, with assets over $2 trillion, operating in more than 60
countries had a portal application that hosted and displayed its customers account information.
Account managers would interact with this portal application in real time while the customer was
physically present in a bank branch or over the phone. The firm was facing significant challenges
related to the response performance of this application. This application was a dashboard that
displayed account information. The dashboard would access the backend data that resulted in
intermittent slow response, especially under high traffic scenario. This would result in long wait
times for customers, leading to customer dissatisfaction. The rate of transactions going through
the system was lower than expected, since it took longer to receive the account information and
then transact on the account.
The technical driver for these issues was the usage of backend database and mainframe systems
for persisting and retrieving user account data. The dashboard application resided on WebLogic
Portal that had to access the backend mainframe system and database for each and every data
access. User session data was managed by WebLogic Server and WebLogic Portal. If the user
sessions became very large, WebLogic Portal cache was not able to manage these sessions.
Oracle Coherence was brought in to provide caching for the portal application residing on
WebLogic Portal. In other words, now WebLogic Portal uses Coherence as its caching
mechanism, as well as for providing session management – session data sharing and session
preservation. As a result all the application literally has an unlimited amount of memory on which
to persist user sessions. Large sessions now reside in the Coherence cache. There is no need to
access the backend database for online transactions or account access. The user, transaction, and
session data is uploaded to the backend system only as batch updates. The solution was put in
place without the need to make any code changes to existing applications – so business risk was
mitigated and the process for change was fast.
The implementation with Coherence also brought the added benefit of unlimited scalability to
the application. Again, as the number of users and transactions grow for this application,
Coherence will be able to support the need for more data, simply by adding servers to increase
the size of the data grid on which the data resides.
Using Coherence, the customer saw their transaction rate double and a 60% reduction in latency.
In addition to improved performance, the customer was also looking for a disaster recovery
capability for this mission-critical application. Oracle Coherence provides the ‘at-least once’ data
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duplication capability. Additionally, with Oracle Coherence there is no single point of failure in
the entire data persistence layer. Oracle Coherence nodes are able to interact with each other
across local area networks – so, for example, within a departments’ data center that is located in
one office – as well as across wide area networks – for examples, for multiple data centers across
disparate locations. As a result, if disaster strikes a particular data center, the coherence nodes in
other geographic locations can take over and the operational data for the business continues to
be available in-spite of the disaster. When the affected data center comes back up, coherence
nodes can be synced up with other locations and brought in for business.
Case Study #4: Managing Growth
Many online businesses find themselves growing faster than the technology supporting them.
Although it’s a welcome sign, the challenges of growth are numerous.
• Growth is unpredictable – businesses predict that they will experience a certain amount of
growth within a certain amount of time in certain business areas. Nobody really knows if it will
happen exactly as planned. This leads to uncertainty in terms of investments that the business
is willing to make to support that growth – too much will lead to high cost and excess capacity.
Too little would lead to risk of underperforming.
• The enterprise cannot ignore business continuity. It is critical that they stay focused on the
success of the current business, current customers and ensuring that current technology and
infrastructure is in place and fully operational to support it.
Businesses are looking for infrastructure technology that will scale and grow with the business
easily and cost effectively. They are looking for architecture and supporting infrastructure that
will support their business requirements like website performance, uptime, reliability, etc. as the
business grows.
Hotwire.com® is a leading discount travel website. As its customer base and search volumes
increased, the Hotwire.com application infrastructure needed a more scalable solution to support
its continued growth.
After evaluating multiple alternatives and performing extensive testing, Hotwire.com chose to
implement Oracle Coherence and other Oracle Fusion Middleware components including Oracle
WebLogic Server and Oracle TopLink to provide a more efficient, scalable and responsive
"As our business continues to grow, it is imperative that we have the infrastructure in place to support the growing volume of
traffic as more and more customers come to our site to find low prices on travel”
-- Eric Grosse, President of the Hotwire Group
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application infrastructure -- to support the 24x7, Extreme Transaction Processing (XTP)
demands of its website.
In less than a month, Hotwire.com upgraded its application infrastructure. They are now able to
support millions of customers performing several hundred thousand searches a day while
maintaining optimum performance during peak traffic periods.
Hotwire.com relies on Oracle Coherence to provide the in memory performance and distributed
caching capabilities that help alleviate bottlenecks, reduce data contention and improve Java
application responsiveness. Oracle Coherence also allows Hotwire.com to scale linearly and
dynamically for more predictable performance and improved resource utilization. For example,
Oracle Coherence allows Hotwire.com to keep frequently accessed data—such as specific deals
customers are investigating that were advertised in the site’s weekly newsletter—in memory and
closer to applications, reducing network traffic and database loads, resulting in better overall
performance across the entire stack.
Additionally, Oracle Coherence helps ensure Hotwire.com remains at peak performance around
the clock by automatically and transparently failing over and redistributing cached data across the
grid when a server becomes inoperable or is disconnected from the network.
“With Oracle Coherence and Oracle WebLogic Server as the backbone of our infrastructure, we
can now efficiently manage the transaction processing requirements of our business, while
enhancing the user experience and results for our customers.” says Eric Grosse, President of the
Hotwire Group.
Online travel is a classic example of an industry that grew faster than the technology supporting
it. By deploying an in-memory data grid and an industrial-strength application server on
commodity hardware, companies like Hotwire.com are addressing their XTP requirements while
supporting business and customer loyalty goals.
Mission-Critical Applications: Cost is Not Irrelevant
Enterprises tend to invest heavily in mission-critical applications because the cost of failure is too
high – it may result in customer dissatisfaction, customer loss, bad PR, non-compliance and in
the worst-case serious legal issues. However, in today’s economic climate, each and every penny
invested is scrutinized and the chief mandate is cutting costs while maintaining business
continuity and supporting business growth. Investing in less hardware and reducing the
consumption of excessive space and power also supports ‘going green’ -- another primary
mandate.
Imagine having a scalable architecture that allows the business to support growth without having
to predict the amount of growth and without having to ‘pre-invest’. Imagine having architecture
and product capability that grows with the business. It grows as quickly and easily if the business
was growing from supporting 1 million to 10 million users or 10 million to 100 million users.
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With its capacity to scale in an unlimited manner, Oracle Coherence is able to support growth of
this nature.
Since Oracle Coherence itself has a small footprint and supports the application running on
commodity hardware, that drives cost savings as well.
In addition, in these tough economic times, businesses are experimenting more and are quick to
retrench bets they have made that are not paying off. It is easy to redeploy Coherence nodes to
support new applications under these scenarios.
Oracle Coherence: Product and Technology Overview
Oracle Coherence is an in-memory data grid solution that enables organizations to predictably
scale mission-critical applications by providing fast access to frequently used data. Data grid
software is middleware that reliably manages data objects in memory across many servers. By
automatically and dynamically partitioning data, Oracle Coherence ensures continuous data
availability and transactional integrity, even in the event of a server failure. It provides
organizations with a robust scale-out data abstraction layer that brokers the supply and demand
of data between applications and data sources.
The Oracle Coherence Advantage
Performance – Oracle Coherence solves latency problems and drives dramatic increases in
performance by moving data closer to applications for efficient access. In memory performance
alleviates bottlenecks and reduces data contention, improving application responsiveness. Parallel
query and computation also improves response performance for data-based calculations.
Reliability – Oracle Coherence is built on a fault-tolerant mesh that provides data reliability,
accuracy and consistency. Organizations can meet data availability demands in mission-critical
environments with Oracle Coherence support for data tolerance and continuous operation. The
reliability of the data grid minimizes the need for applications to compensate for server and
network failures, streamlining the development and deployment process.
Scalability – Oracle Coherence enables applications to scale linearly and dynamically for
predictable cost and improved resource utilization. For many applications, it offers a
straightforward approach to increasing the effective capacity of shared data sources. Oracle
Coherence handles continually growing application loads without risking data loss or interruption
of service.
Transactional Integrity -- Applications manage transactional data in memory inside the data
grid. Coherence is able to manage transactions in memory until they are persisted to an external
data source for archiving and reporting.
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Multi-language support – Oracle Coherence can support applications developed on Java,
C/C++ and .NET. This reflects the true state of customer applications that have been developed
on different systems at different points in time by different organizations and now may have to
‘come together’ to support a web applications that depends on all of these.
Disaster recovery – With its capability to duplicate data at least once in memory and its ability
to maintain transactional integrity, Coherence can serve as a great tool for disaster recovery.
Coherence clusters maintained through the LAN and the WAN of the enterprise and with data
replicated across geographies is an automatic ‘backup store’ for the organization data.
Integration with Oracle Fusion Middleware Products – Oracle Coherence comes pre-
integrated with Oracle WebLogic Server and Oracle WebLogic Portal. Coherence’s management
functionality is supported by Oracle Enterprise Manager, which supports all Oracle Fusion
Middleware management. This way, users don’t have to learn new management tools and
efficiency is improved by looking at a ‘single pane of glass’.
Oracle Coherence data grid provides an operational data persistence capability in the application tier. It front-ends
traditional data management technologies like databases and mainframes. Coherence is able to interact with different
types of applications like real time clients, web clients, web services, and SOA clients.
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Conclusion
Data management is a critical issue for e-commerce businesses. Traditional solutions of
persisting and managing data in mainframe or legacy backend systems can prove prohibitive
from a cost, risk, growth, and business continuity perspective. A relatively new innovation – the
in-memory data grid -- is a smart, cost effective, and non-disruptive technology that provides a
viable data management solution for e-commerce.
Oracle Coherence is the leading in-memory data grid solution in the marketplace, with ability to
scale linearly with the business while keeping costs under control and improving performance,
and relieving the load and risk posed to backend data repositories.
Through the four case studies, the white paper describes how with Oracle Coherence e-
commerce customers can improve website response performance, uptime, manage growth
without risking existing business, offer integrated customer experience, take risks and play with
innovative concepts. And businesses can do this without large cash outlays. All of this results in
improved customer experience, customer loyalty, higher revenues and lower costs leading to
higher profitability, and ultimately market leadership.
As part of the Oracle Fusion Middleware offering, Oracle Coherence has strong out-of-the-box
integration with many Oracle products. With Oracle Coherence, customers can focus on
business issues, application logic, and critical success factors rather than be burdened with the
limitations of their technology.
Enhance Customer Loyalty through Higher
Responsiveness
March 2009
Author: Ruma Sanyal
Oracle Corporation
World Headquarters
500 Oracle Parkway
Redwood Shores, CA 94065
U.S.A.
Worldwide Inquiries:
Phone: +1.650.506.7000
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