SQL Server is a big event at ServiceU
A SaaS provider's event management business has grown nationwide and internationally, building on iterations of Microsoft's enterprise data platform.
In summary:
| • | ServiceU needed a solution offering 24/7 reliability for its online business model. |
| • | The company can process 7,000 transactions per second. |
| • | SQL Server 2008 provides new benefits, added security. |
From its start in 1997 providing a custom facilities management software solution to a single customer, ServiceU has evolved into a provider of software-as-a-service (SaaS) applications to customers throughout the U.S. and in 15 countries. In total, the Memphis, Tennessee-based company has scheduled more than 15 million events for its customers through its Web-based online scheduling, event management, and ticketing services.
Unlike other companies that offer only online ticketing, ServiceU says it is unique in helping customers manage an entire event, including internal operations, with one seamless solution. Arenas, churches, and community centers depend on ServiceU for reserved-seat ticketing for events, for example. Churches can raise funds online, while businesses can designate fundraising drives for specific one-time events, such as assistance to Hurricane Katrina victims. Utility companies can offer electronic bill payment. Schools can offer online class registration, tuition payment, and field trip registration. And TV stations can host self-service electronic community calendars.
These services are especially useful for churches and nonprofits, eliminating much of the effort and labor required to sponsor an event. Instead of contacting different people throughout an organization for scheduling assistance, ServiceU's system can determine what resources, rooms, multimedia, or transportation are available on a certain date to avoid conflicts.
ServiceU depends on its system being always available. "If we had problems with our database, we'd be out of business," says Chief Technology Officer David Smith. "Our entire business is based on Microsoft SQL Server. One hundred percent of our revenue is generated by the services we provide."
Reliability, performance keys to success
At its peak, ServiceU's database processes more than 7,000 transactions per second. For this reason, Smith emphasizes how critical it is that ServiceU applications are available 24/7. Downtime is just not an option. ServiceU charges customers based on usage, which governs what the organization does and how. For its unit-based pricing, a unit comprises users, resources, and such. Financial transactions are charged per transaction.
ServiceU has been involved with SQL Server from the beginning, working first with SQL 7.0 and then upgrading to SQL 2000, SQL 2005, and now SQL 2008. Smith says the SQL team gets involved with customers to find out what they need and why, and then figures out how to improve the product.
ServiceU started deploying SQL Server 2008 in July 2007 as part of the SQL 2008 Technology Adoption Program, and it expects to see a number of benefits when it completes the transition in September 2008. Many of the improvements relate to the ability to see and manage performance issues. Smith says the ability to monitor performance is huge for ServiceU, since customers will not use the system if it's slow. Performance Data Collection in SQL Server 2008 helps ServiceU identify the cause of performance problems 70 percent to 80 percent faster.
Data storage savings
SQL Server 2008 also addresses data and backup compression. One new feature offers ServiceU a 6-to-1 compression ratio, which saves both time by backing up and restoring data files, and money, since it shrinks the space required for files. Smith estimates ServiceU will save from US$25,000 to US$50,000 in the first year alone based on less space needed for data storage.
Security is another critical issue. ServiceU is under extremely strict guidelines in terms of credit card security, not only to comply with the Payment Card Industry Data Security Standards (PCI DSS) but also the company's own internal security standards. Smith says he appreciates the many enhanced security and auditing features of SQL Server 2008.
One of Smith's challenges is performing maintenance on the system without causing downtime. In the past, indexing was done offline, which created significant downtime as far as ServiceU's standards go. Today, the organization can take advantage of online indexing and still maintain its high performance.
The technology gives ServiceU a competitive advantage to attract more customers. Without SQL Server, the organization and its business model would not operate successfully. "Performance is key for us," Smith says. "If we have a slow system, people won't wait around—they just won't use it."
 | Vicki Powers is a regular contributor to Momentum, the midsize business center newsletter.
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