Performance Testing for a Multinational Telecom Company

Our client, a multinational telecom provider across the Middle East, Southeast Asia and North Africa, sought performance testing for their upgraded Oracle Siebel CRM system. The goal was to validate its stability and scalability under load, ensuring seamless customer service operations and a reliable user experience across ten countries.

The client required comprehensive performance testing to ensure the upgraded Oracle Siebel CRM system could handle peak loads and complex telecom workflows without compromising stability or responsiveness.

Key challenges identified:

1. Complex Workflows: Custom role-based workflows made scripting and testing more difficult.
2. Test Data Generation: Creating realistic, unique data sets required extensive manual effort.
3. Dynamic Parameters & Correlation: Handling dynamic values across requests needed advanced scripting techniques.
4. Load Balancer Configuration: Uneven traffic distribution caused server overload and performance issues.
5. Inconsistent Workflow Behaviour: Random application errors disrupted workflow validation and test reliability.

To overcome these challenges, our team at Testhouse implemented a structured performance testing strategy using leading commercial performance testing tool.

Key solutions deployed:

• User Journey Recordings: Conducted detailed workshops with key stakeholders to document each workflow step, ensuring accurate recording and future reference to avoid misunderstandings.
• Consistent Test Data Strategy: Generated consistent test data for each user, ensuring system properties and permissions were identical, preventing errors and invalid results.
• Use of custom Siebel plug-in: Utilised a custom correlation library during script recording to handle dynamic parameters, reducing maintenance and increasing script stability.
• Identified and Remediated Bottlenecks: Conducted multiple tests to identify performance bottlenecks, including database inefficiencies and memory issues and resolved them through optimisation.
• Optimised Load Balancer Configuration: Collaborated with the team to configure the load balancer for even traffic distribution, preventing bottlenecks and improving performance under load.

“Testhouse played a critical role in ensuring our Siebel CRM upgrade could handle peak loads across regions. Their deep expertise and structured approach helped us overcome complex challenges and deliver a stable, scalable system.”

• Seamless Performance at Scale: The upgraded Siebel CRM handled up to 1,800 concurrent users, supporting 20+ telecom operations without performance degradation.
• Stability & Resource Optimisation: CPU and memory utilisation remained within acceptable thresholds during peak usage, ensuring strong system resilience and resource efficiency.
• Scalability & Reliability Validated: The system maintained consistent performance under high traffic, confirming its ability to scale without interruptions.
• Enhanced User Experience: The optimised CRM system provided a fast, stable experience, minimising delays and ensuring smooth user interactions during critical business processes.

Through comprehensive performance testing, Testhouse ensured that the upgraded Siebel CRM system met scalability and reliability requirements. Our approach enabled the client to successfully launch their CRM migration, ensuring a robust solution capable of supporting their growing customer base and evolving business needs across multiple regions.