City of Los Angeles Improves Customer Satisfaction with Self-Service Portal

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Los Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers and provides water and power for millions of residential and commercial customers in Southern California. LADWP was looking for an enterprise class portal to surface mission critical applications to increase customer self-service Web transactions. In order to do so, LADWP turned to Oracle WebCenter Portal, which is a portal and composite applications solution that provides a single point of access with self-service portals and application dashboards.

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  • Sachin
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  • SachinMain Point:Engaged workers are more likely to stay with their employers.Script:A couple interesting facts about employees and collaboration. Engaged workers are 37% more likely to stay with their employers.40M Gen Yers in the workforce + tech savvy employees demand and thrive for social. Source:http://blogs.hbr.org/cs/2012/05/how_to_engage_your_customers_a.html?awid=585923165a8022164506-3271#.T6tNfzJS5dQ.twitterHow to Engage Your Customers and Employees, R “Ray” Wang, 2012
  • SachinSELF-SERVICE – People want relevant, personalized, customized information! .Businesses like self-service because it is the most cost-effective way to provide 24/7 customer support. Customers like self-service because they can find what they are looking for without delay (call waiting times to speak with an agent, email response lag time). It is a win-win proposition for both entities. As internet penetration continues to grow, look for self-service adoption to grow as well. Organizations are also increasing their focus on the customer experience, realizing that sacrificing customer experience to save costs has led to decreased revenues and higher cost of sales (for example it’s harder to acquire new customers vs. selling to existing ones). Customers want the option for self-help, to book their own travel, pick their airline seat, purchase products, track shipping information, etc. Offering these services improves the overall customer experience.Finally, some organizations are looking at some of the services they offer their customers, partners or employees as a way to innovate and differentiate from their competitors within the industry. Perhaps it’s taking a customer 1st strategy and approach as we just talked about and putting a lot of effort into those services. Alternatively, instead of taking existing processes and exposing them online - others are better leveraging the web, social & mobile channels to offer brand new services – setting them apart from competitors or creating new business models for their company. (For example in banking, online banking applications used to set businesses apart, nowadays it’s fairly common place and users expect this service to be available. In the US, Chase bank however, took that to the next level by offering a service on mobile devices for users to take photos of their checks to deposit them. That’s a new service that’s being used as a differentiator and some competitors are now trying to play catch up.
  • SachinEmpower:Talk about Online BankingUX for BPM – Introduce Composite Apps terminology and talk about Call Center Applications that requires access to customer information from CRM as well as shipping information coming from ERP applications.Single Destination – talk about Credit card and Account BalanceDrive Efficiency:Reduce Call Center CostImprove ProductivityDrive Innovation:New ChannelsUp-sell, cross-sell related services.http://www.selfserviceworld.com/article/178524/Kiosk-experts-predict-2011-trendshttp://www.digitalscreenmedia.org/inc/sdetail/21583http://blogs.forrester.com/kate_leggett/11-01-03-forresters_top_10_trends_for_customer_service_in_2011http://smallbiztrends.com/2010/12/eleven-customer-service-trends-2011.htmlhttp://www.computerworld.com/s/article/9201318/Self_service_BI_SaaS_real_time_analytics_will_dominate_2011_agenda
  • SachinContext Aware: Geo Context. Context of the task at hand. Like in e-commerce,
  • SachinContext Aware: Geo Context. Context of the task at hand. Like in e-commerce,
  • Sachin
  • SachinMain Point:Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers.Script:Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers. It brings together the most complete portfolio of portal, web experience management, content management, social and collaboration technologies in a single product suite. Oracle WebCenter improves customer loyalty and sales by helping marketing-driven organizations deliver engaging cross-channel online experiences to customers and provides people with a single point of access via self-service portals and custom application dashboards. Oracle WebCenter helps people work together more efficiently with social collaboration tools that optimize connections between people, information and applications while ensuring timely, relevant and accurate information with an enterprise content management infrastructure.
  • SachinMain Point: Provide a single point of access with self-service portalsScript:Portal and composite applications solution that delivers intuitive user experiences for the enterprise that are seamlessly integrated with your enterprise applications.Streamline and secure access to enterprise applications and leverage integrated content managementEasily assemble new custom application dashboards using a prebuilt library of reusable componentsProvide contextual and personalized views to information with integrated social tools
  • SachinMain Point:Oracle WebCenter Portal drives innovation with composite application dashboardsScript:Oracle WebCenter Portal is a composite applications solution that delivers intuitive user experiences for the enterprise that are seamlessly integrated with your enterprise applications.Provide a single point of access with application dashboardsStreamline and secure access to enterprise applications and leverage integrated content managementEasily assemble new custom application dashboards using a prebuilt library of reusable componentsProvide contextual and personalized views to information with integrated social tools
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  • SachinMain Point:Customers expect a personal, engaging and consistent online customer experience.Script:Customers expect a lot for the online customer experience. They expect it to be personal:Accessible:- Regardless of my deviceVia my existing online identitiesRelevant:Content that interests meCustomized:To be able to tailor my online experienceThey expect is to be engaging:Social:So I can share content with my social networksIntuitiveTo easily find what I needInteractive:So I can interact with online communitiesAnd they expect it to be consistent across the online experience.
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  • SachinMain Point: Let’s keep the conversation going after this presentation.Script:Get engaged with us. The Oracle WebCenter blog covers a variety of topics and customer case studies so you can see how people are applying the User Engagement Platform for Social Business. We also have a bi-monthly newsletter and are active on many social channels including Twitter, Facebook and LinkedIn. We encourage you to join the WebCenter community!
  • City of Los Angeles Improves Customer Satisfaction with Self-Service Portal

    1. 1. City of Los Angeles ImprovesCustomer Satisfaction withSelf-Service PortalMatt Lampe, CIO, Los Angeles Department of Water& PowerSachin Agarwal, Sr. Director of ProductManagement, Oracle WebCenter1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    2. 2. Agenda  Portal: Business Drivers and Market Trends  Oracle WebCenter Portal Overview  Los Angeles Department of Water & Power Self- Service Portal  Summary2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    3. 3. Portal: Business Drivers and Market Trends3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    4. 4. “Labor for Help Desk costs accounts for 75% (or more) “
    5. 5. Self-Service EMPLOYEE MOBILE BENEFITS BANKING CUSTOMIZED IT’S ALL TECH ON MY TERMS ABOUT SUPPORT 24 x 7 x 365 ME! IN-STORE P.O.S. KIOSKS5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    6. 6. Business Drivers for Self-Service Portals Quick & Easy, Anytime Access for Customers, Partners & Employees Empower Your Users Drive Efficiency • Access to more services • Provide business and applications online stakeholders ability to • User experience for customize and modify business processes online properties • Single destination for users • Provide IT a unified platform to deliver information and applications6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    7. 7. Trends Impacting Portals & Composites Evolving User Expectations Context Aware Mobile TabletsSocial Empowered Personalized7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    8. 8. Trends Impacting Portals & Composites Evolving Development Tools & Expectations Web Oriented Intelligent Architectures Device Support RapidHTML 5, JSON Development REST, etc. Converging Sites, Gadgets Commerce & Web Applications 8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    9. 9. Oracle WebCenter Portal Overview9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    10. 10. Oracle WebCenter Engage Your Customers. Empower Your Business. Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers.  Drive sales and loyalty with engaging cross- channel online experiences  Provide a single point of access with self-service portals and application dashboards  Enhance productivity with social collaboration  Ensure timely, relevant and accurate information with enterprise content management10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    11. 11. Oracle WebCenter Portal Provide a single point of access with self- service portals  Modernize and simplify the user experience  Aggregate useful information for efficiency  Extend to customers and partners  Up-sell/cross-sell more products/services  Provide a means to collaborate, communicate and discover11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    12. 12. Oracle WebCenter Portal Provide a single point of access with Social Navigation Navigation application dashboards Search Documents Social  Easily assemble new custom application Transactions Transactions dashboards using a prebuilt library of reusable components Search Documents Business Business Intelligence  Streamline and secure access to multiple IntelligenceInformation enterprise applications  Personalize view of information and integrate social tools 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    13. 13. Los Angeles Department of Water & Power Self-Service Portal13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    14. 14. Los Angeles Department of Water & Power Company Overview  Established over 100 years ago  Over 9,000 employees  Largest public utility company in the United States  Delivers reliable, safe water and electricity to 3.8 million residents and businesses in Los Angeles  Serves 666,000 water customers and 1.4 million electric customers14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    15. 15. Business Objectives Single site for various users Secure, managed by Oracle Identity Management Collaboration space for group work Access Portal to applications & workflows Simple for posting Capable of receiving feedback at authors option 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    16. 16. Business Challenges Information silos – not fully integrated Limited service channels – inconsistent customer experience Narrow operational visibility 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    17. 17. Target Solution Customer Self-Service Portal integrated with Siebel, CIS & Legacy applications Built on Oracle WebCenter Portal & Oracle WebCenter Content Other Oracle Products: Identity Management, OAM, OV D, Database 17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    18. 18. Target Solution Multi-channel access Desktop, Mobile, Tablet Customer-focused design 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    19. 19. Los Angeles Department of Water & Power Benefits  State of the art Portal platform  True customer self-service – My Account, payments, rebate processing  Application and content management integration  Multi-channel access, including mobile devices  Already using Oracle technologies  Broaden the population of authors to keep content fresh19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    20. 20. Summary20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    21. 21. Oracle WebCenter PortalBUSINESS USER & IT INTEGRATEDREUSABLE COMPONENTS CONTENT MANAGEMENT CUSTOMIZED ORACLE APPLICATIONS MASHUPS ORACLE BPM CONTEXT SOCIAL & PERSONALIZATION 21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    22. 22. The Center of Engagement ORACLE WebCenter22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    23. 23. Join the WebCenter Community! Are You Part of the Latest Conversations? Oracle WebCenter blog: http://blogs.oracle.com/webcenter Oracle WebCenter Homepage: http://oracle.com/webcenter Oracle WebCenter Newsletter: http://oracle.com/newsletters Twitter: http://twitter.com/oraclewebcenter Facebook: http://facebook.com/webcenter LinkedIn: http://linkd.in/ORCL_Social23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    24. 24. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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