Drive Online Engagement with Intuitive Portals and Websites

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Does your portal environment foster collaboration between your business and your customers? Are you effectively managing your customer, employee, and partner relationships and engagement? Can your …

Does your portal environment foster collaboration between your business and your customers? Are you effectively managing your customer, employee, and partner relationships and engagement? Can your users access information through Web, mobile, and social channels? Online engagement solutions give organizations the ability to listen and respond to their customers, provide targeted experiences, and encourage interaction among customers and employees. View this presentation to learn how Oracle WebCenter can transform your portal experience and optimize online engagement, making your portals more interactive and more engaging across multiple channels.

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  • Hello and welcome to our webcast! I’m Kellsey Ruppel, Sr. Product Marketing Manager for Oracle WebCenter and I’m happy to have with me today Sachin Agarwal, Sr. Director of Product Management for Oracle WebCenter as we talk about how you are able to transform your portal experience and optimize online engagement -- making your portals more interactive and more engaging across multiple channels.
  • Main Point: Key trends in the world today that impact you, the user, and how you conduct business or interact with businesses.Script:There are several key trends today that are impacting you, your expectations and how you do business. PERSONALIZATION - First is the idea that everything is more personalized. Organizations and more importantly user’s expectations have moved beyond the former days of “broadcasting” and one size fits all. People have become accustomed to tailoring entertainment, information they receive, applications, etc. according to personal preferences. When they interact with companies, they want the company to know who they are and they want companies to provide a more personalized and relevant experience.MOBILE - Mobile devices have made a significant impact in the business world as well. This includes everything from traditional PCs and now tablets to cell phones and smart phones. People are used to always being connected, having the right information or application right at their fingertips, and they are frustrated when it doesn’t work or if they can’t access the things they need from their device.SOCIAL - While some companies believe the word “social” isn’t relevant to their business - social networking and social tools have had a huge impact on individuals and how they interact with each other and with organizations. Consumer driven applications like Facebook and Foursquare have changed the dynamics of networking and keeping up to date on others activities – this in turn is shifting users expectations in general and how they want to interact with others and receive information in other aspects of their lives – even within the business world. Other tools like twitter, blogs, wikis, end user ratings and reviews, etc. – have given the individual a greater voice and ultimately more control. This impacts organizations in multiple aspects from marketing and PR to customer service and product innovation.MULTI-CHANNEL - The World has also become much more “multi-channel”. We just talked about web, mobile and social channels – that’s in addition to call centers, in-stores, online stores, kiosks.This makes it harder to have a single marketing voice, a consistent customer experience, or even keep up from an IT perspective to support all the different platforms and devices.CONSUMERIZATION - Consumerization – what does that mean? Now, while ‘ease of use’ has always been a goal, some of the trends I’ve already mentioned have led to a concept called “Consumerization of IT.” Instead of IT being the trend-setting organization (like years ago)- offering new technologies to their customers - business users are now bringing in devices and software and insisting they be supported internally, as well as using hosted applications outside the firewall. And all these applications, sites and tools built for consumers are setting a new standard for user interaction and ease of use – customers, partners and employees are now wondering why their internal systems cannot work the same way.SELF-SERVICE – And finally, Self-Service. The concept of self-service continues to be a strong trend for multiple reasons.The recession has hit many organizations worldwide and continues to impact decisions, budgets and strategies. In order to do more with less, organizations are continuing to expose more and more services online for customers, partners, and employees to make changes on their own – without having to hire additional staff or add more paperwork.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.
  • The customer experience today is made up of an ongoing set of interactions with organizations across many channels, online and offline. The Direct channel (including sales reps, email and mail) is an important point of contact, as is the Contact Center. Contact Centers rely on the phone as a means of interacting with customers, and also more now than ever, the web as well. However the online organization is often managed separately from the Contact Center organization within a business. In-store is an important channel for retailers, offering Point-of-Service for human interactions, and Kiosks which enable self-service. Kiosks are a web-enabled touchpoint but in-store kiosks are often managed by the head of retail operations, rather than the online organization. And of course, the online channel, including customer interactions with an organization via digital means - on the website, mobile websites, and social neworking sites, has risen to paramount importance in recent years in the customer experience. Historically all of these channels have been managed separately.
  • The result of all of this fragmentation is that the customer touchpoints with an organization are siloed. Their interactions online are not known and respected in their dealings in-store. Their calls to the contact center are not taken as input into what the website offers them when they arrive, resulting in an Inconsistent, Disconnected, Impersonal, Inefficient and Transactional Customer Experience
  • But it’s not just about engaging customers. Employees have needs too. If we take a look at these different trends and then how people are trying to engage different users, as you’re seeing come up on the screen - there are many common tools and technologies that organizations have been using to try and engage users, whether it’s customers, employees or partners. Some have adopted different blog and wiki technologies (some hosted, some open source, sometimes embedded in platforms), to things like tagging, file sharing and content management, composite applications for self-service applications, activity streams, etc.Basically, there are so many different tools & technologies that each address different aspects of user engagement.Now, one of the challenges with this, is that if we look at each individual tool, typically just implementing for example a file sharing and basic collaboration solution, may meet the needs of the business user for one aspect of user engagement, but it may not be the best solution to engage with customers and partners, or it may not fit with IT standards such as integrating with their single sign on tools or their corporate website. Often, the scenario is that businesses are having to acquire multiple pieces and parts as well as build custom applications to meet their needs. Leaving customers and partners with a more fragmented way of interacting with the company.
  • Every organization has some sort of enterprise balancing act between the needs of the business user and the needs and restrictions enforced by enterprise IT groups. Script:We all know that the expectations for online engagement have changed since the days of the static, one-size fits all website. With these changes have come some very difficult organizational challenges as well. Today, as a business user, you want to engage with your customers, and your customers, expect you to know who they are. They expect you to recall the details they’ve provided to you on your website, to your CSRs and to your sales people. They expect you to remember their purchases, their preferences and their problems. And they expect you to know who they are, equally well, across channels, including your web presence.This creates a host of challenges for today’s business users. Delivering targeted, relevant content online is now essential for converting prospects into customers and for engendering long term loyalty. Business users need the ability to leverage customer data from different sources to fuel their segmentation and targeting strategies and to easily set-up, manage and optimize online campaigns. Also critical, they need the ability to accomplish these things on-the-fly, at the speed of the marketplace, while making iterative improvements. These changing expectations put a host of demands on the IT organization as well. The web presence must be able to scale to support the delivery of personalized and targeted content to thousands of site visitors without sacrificing performance. And integration between systems becomes more important as well, as organizations strive to obtain one view of the customer culled from WCM data, CRM data and more.
  • Unifies every customer interaction across all channelsPersonalizes the products and content that interest the customer and to the deviceDelivers targeted promotions to the right customerEngage and improve employee productivityProvide self-service access to applicationsEmbedded in-context social So what do companies need in order to provide a solution to meet the buyers needs?A solution that allows them to connect all company interactions with the brand, no matter what channel they are using to engage with the companyAbility to build integrated marketing campaigns that attract customers, engage with them, and incent them to purchasePersonalize the products that are displayed for the customer based on the type of device the customer is using, such as mobile device, pc, store, kiosk to name a fewEmployee centric themes…Provide tools to ensure that the customer is making the right buying decision, things such as product recommendations, knowledge management etc.Once you’ve made a customer, it is important to build long-term loyalty with each of them.Finally, the customer interactions don’t end when the sale is made. Getting the product to them and assisting with installation are just a few ways where there may be customer engagement, and also a revenue opportunity for you.
  • Main point: The connected customer experience is all about knowing your customer and creating the connected customer experienceScript:What are the elements of the customer experience today?Customers expect a personalized, interactive & consistent experience with brands across online channels – “know me! - since you have all this information about me already. You need to be able to reach your customer on their terms, on their preferred channels with a consistent, efficient and entertaining experience.The web is, of course, a primary driver – but online touch points are not longer simply a traditional website, they include a diversity of mobile device types, social media sites and commerce-based interactions and more.And all of those touch points need to be integrated into one seamless consistent customer experience to attract and retain customers and maintain an organization’s image and brand. And this presents new challenges for organizations wishing to create a rich and consistent experience for their customers across channels of interaction. Across all of those touch points, organizations need to create an interactive experience, a social experience, but very importantly, a targeted and relevant experience. But it is not just the online channel that matters anymore. Really being able to connect into the customer experience offline is critical for managing the customer experience as a whole. So I may know what a customer has done or is interested in based on their interactions on my site, what they've bought, but if I don't understand what their interactions have been with the organization via email campaigns or calling the contact center or in-store, then I don't have a complete view of that customer. So the ability not only to manage the web experience and the online experience, but to be able to plug that into the offline customer experience with things like a single view of the customer from the CRM system, with things like campaigns that are executed across online and offline channels, content that can be reused and repurposed across channels, all of these things are so critical for managing the entire customer experience and really the connected customer experience, connecting the online experience and the offline experience so that that customer's needs are met and that what you're offering them is optimized for their needs.
  • We will group some of the key elements of “Customer Engagement” into 4 buckets:Connected Experience, Personalized Journey, Maximized Engagement, and Optimized Experience.I will now go into each area more completely.
  • Main Point:Optimize multi-channel customer experiences with WebCenterScript:Mobile phones and tablets are a critical means of communication today. However, device formats are so varied that delivering a mobile web experience that will engagesite visitors and enhance your brand can be a daunting task. WebCenter empowers organizations to mobile-enable their web presence, reusing their existing web content and sites, reformatted and optimized for mobile delivery. With Oracle WebCenter organizations can easily extend their web presence to the mobile channel and effectively deliver multi-channel marketing and customer experience initiatives, while saving significant time and effort in managing mobile sites.Reuse content & edit navigation from your traditional websiteOOTB mobile templates by device familyEdit mobile sites & traditional website from same business user interfaceDevice-based previewAutomatic transformation of content & site layout for thousands of device typesEnable a location-aware web experienceComprehensive video & rich media support
  • Main Point:Do more with Oracle WebCenter.Script:Oracle WebCenter is more than just a portal platform. With Oracle WebCenter, you can optimize multi-channel customer experiences.Multi-channel Management: MobileEnhance Mobile Web Leveraging UGC and Targeting in Mobile SitesManage Social Network Pages Using WEMEasily create and publish Facebook pages with WYSIWYG tools--------OOTB support for user-generated content on mobile (reviews, ratings, polls, etc.) Targeting for mobile sites Enhanced mobile analyticsEasily create and publish Facebook pages with WYSIWYG toolsInteract with users using surveys, forums, gadgets, and pollsEnable UGC on social sites Monitor and analyze social trendsNotes:xxx
  • Main Point:Do more with Oracle WebCenter.Script:If you want to create a hybrid deployment, this is how it would happen (future) – integration of Portal & Sites via Gadgets.Oracle WebCenter is more than just a portal platform. With Oracle WebCenter, you can optimize multi-channel customer experiences.Back-end Application  Middleware Integration  WebCenter Sites GadgetExtract and Gadgetize Enterprise Applications and DataUtilize portal infrastructure for access to enterprise systems (CRM, ERP, SCM)‘Gadgetized’ views using WebCenter Sites gadgets for flexible use on websitesGadget syndicationOOTB support for user-generated content on mobile (reviews, ratings, polls, etc.) Targeting for mobile sites Enhanced mobile analyticsEasily create and publish Facebook pages with WYSIWYG toolsInteract with users using surveys, forums, gadgets, and pollsEnable UGC on social sites Monitor and analyze social trendsNotes:xxx
  • Main Point: Relevance and Optimization = Segmentation and Targeting Challenges Script:At the end of the day, customer engagement is about how relevant the interactions, products and services provided are to customers’ needs, the quality of the information, experience and product that is provided, and the consistency of that experience across channels and over time. Targeting and personalization in the online channel is a critical component of successfully engaging customers. Capabilities such as audience segmentation and recommended content creation for each segment are critical. Both implicit (behavioral) and explicit (known user preferences) targeting are important capabilities for organizations. In a world of increasing complexity in terms of content, channels and interactions, the job of targeting and creating a relevant visitor experience becomes more challenging. There are new inputs such as location, device type, user-generated content and social network profiles. These inputs need to all come into play in targeting a relevant experience for the user, and the experience needs to be relevant across the channels of interaction.
  • Predictive segmentation & targetingAutomate multi-variate testing & optimization
  • Main Point:Oracle WebCenter Portal provides a rich, interactive environment for not just sharing your content, but engaging around that content. Script:Going back to our trends, one we see is ease of use. Employees, partners and customers get used to using iPad, iPhones, Facebook, they expect everything to be self-serve and require no training… Oracle WebCenter Portal provides many different options for how users can access and modify content that lives in WebCenter Content. WebCenter Portal uses WebCenter Content as its native store, so the integration is already there – you don’t need to redesign your underlying content store, you simply expose it through WebCenter Content.It provides an excellent collaborative contribution and sharing environment for content. Users can spin up conversations relating to key content to guide the collaborative process. The process is made easy as specific users are invited to the conversation, and able to share thoughts and viewpoints. The group space owner defines privileges for each invited member. Users can place annotations on content to provide in-context feedback. But it also provides additional information about content and the users who contribute to it…On this slide we show three of the many ways content is being leveraged… in the first, we have an employee intranet served up by Portal…and there is an org-chart tool… well why doesn’t the system automatically show you content that a particular person or in this case Team has published? In the second, because the Portal also supports what is known in the industry as user generated content via Wikis, blogs, discussions, now the consumers of the content have more tools in which to provide feedback and share best practices around the content itself.In the third, the portal tools to both for individuals and teams to customize the view of the system, including securing content etc, and personalization to be done by the system… so all members of a given group, for example, will see similar page layout and notification types.And again, one of the key points here is that these ‘new’ ways of seeing, using and sharing the content are on top of the business process that are already in place for the content to be created, reviewed, revised, etc.Many of our customers are using WebCenter Content as the underlying store, in fact Portal ships with a runtime license since content is so important to the use case… and exposing the content to a broader audience than just those directlly involved with the content. We’ll see a couple examples just coming up.WebCenter Portal provides powerful, pre-integrated collaborative workspaces for Oracle WebCenter Content.----Leverage your content management infrastructure (content is in one place and actionable using multiple methods)Provide more ways to present and interact with contentProvide user-driven personalization capabilities (content is appropriately delivered to users, increasing user productivity) Manage group space and user privileges without IT interventionContent annotations and other collaboration features (quickly get your points across using annotations and other collaborative features)
  • Main Point:Oracle customers are delivering task specific composite applications with Oracle WebCenter.Script:Finally, Portal is about being a portal and composite applications – and good cocmposite applicationss bring together not just application logic from several systems which is sort fo the classic use case, but tyhey bring together content from those systems and, critically, the social aspects of those systems as well.With Oracle WebCenter you can build new composite applications optimized for specific users, processes or initiatives. You can combine content and one or more applications. Oracle WebCenter Portal is optimized for Oracle Enterprise Applications with productized integrations & connectors, out of the box templates and starter kits, solution accelerators and embedded functionality. With an extensive library of re-usable resources, design patterns and best practices, you can integrate one or more applications with content on a screen to drive a specific task.But these are easy to create – business users can integrate the content, data and applications they need.This changes everything. You are able to get very granular in terms of applications, but you are able to address these granular applications quickly with business level users able to drag and drop the task specific pieces needed.(Pause)WebCenter has an extensive library of re-usable resources, design patterns and best practices100’s of ADF Rich Client and Data Visualization Components1000’s of re-usable business components through BPM Suite, IPM, SOA Suite, BI, Fusion Apps adoption of WebCenterLarge eco-system of Oracle Developers (6000+), Solutions, Partners and customers.One customer has enabled self-service ordering of their supplies by putting a composite app in webcenter that sits in front of their JDEdwards system. Another front Ebusiness Suite so that end customers can get their product licenses activated without requiring a call into a call center.
  • Main Point:Schneider National improves employee productivity & enhances user experience.Script:Schneider National, Inc. is a premier provider of truckload, logistics and intermodal services. Serving more than two-thirds of the FORTUNE 500® companies, Schneider National offers the broadest portfolio of services in the industry. The company’s transportation and logistics solutions include Van Truckload, Dedicated, Regional, Bulk, Intermodal, Transportation Management, Supply Chain Management, Warehousing and International Logistics services.Headquartered in Green Bay, Wis., Schneider National has provided expert transportation and logistics solutions for 75 years. A $2.9 billion company, Schneider National conducts business in more than 28 countries worldwide.Notes:
  • Main Point:Schneider National improves employee productivity & enhances user experience.Script:Schneider’s previous solutions for our Drivers, Service Providers and Customers were very static, fairly expensive to maintain, and needed IT involvement to update most content. Much of the content was contained within static web sites, coding templates and within java code which meant that even the smallest changes to the content could result in quite a bit of IT work, increase time to deploy changes in production, etc. Other than some of the web site content, all work was done by IT. The end user experience was basically a set of links to applications that the users would click on. The business wanted a more dynamic and less IT-centric solution that would allow us to modify our solutions quickly and easily, allow for significantly improved collaboration with the users, and an integrated solution across various types of content, applications, and collaboration services.Notes:
  • Main Point:Schneider National improves employee productivity & enhances user experience.Script:The driver solution relies heavily on core Group Space services such as Announcements, Discussions, Events and Documents to communicate and collaborate with our drivers. One other key components of the Driver solution are forms and polls created in UCM and embedded within the Group Space pages. Since they have different types of Drivers at Schneider, each different driver type has a separate Group Space that is maintained by a business leader. This business leader makes changes and updates to the content on a daily basis without IT involvement. Based on the security given to the driver, they will see only the Group Spaces they are accountable for managing.The Drivers also have a need to update their benefits, view online training and view their pay statements. This is done with single sign-on integration to EBS, OLM and ADP. The same type of integration is done with OBIEE, where dashboards are embedded within the Group Space pages, allowing the drivers to see their pay trends and other analytical information, all without having to sign in multiple times.For our 10,000+ driver community, it was a requirement that our solution be accessible from both their in-cab Qaulcomm device (MCP-200) which has a 350x500 resolution, and also be accessible by the drivers and their families from home over the internet. Since we needed the solution to have a productive user experience on both the MCP device and home computers, we modified the Spaces page templates at runtime based on the device it was being rendered on.Notes:
  • Main Point:Schneider National improves employee productivity & enhances user experience.Script:Schneider now has a collaborative workplace for employees providing rich user profiles and social services. It offers a unified dashboard to view key applications systems with an easy, fast lookup interface for drivers and staff to provide instant information on shipments.Notes:
  • Main Point:Land O’Lakes optimizes their supply chain process with a self-service partner portal.Script:Land O’Lakes is the second largest cooperative in the US with 9000 employees, 3200 direct producer-members and 1000 member cooperatives serving more than 300000 agricultural producers. They are a leading marketer of dairy-based food products, and you are most likely most familiar with their butter.Notes:Avoid building a custom application Use of a standard technology framework that easily integrates with our back office systems using Oracle Fusion Middleware Deliver via the web a best in class customer experience For their WebCenter solution...Easy-to-use tool that allows WinField Solutions' customers to connect with the company and stay connected with their grower customer activities One-stop portal for web sales ordering, customer service, and company support applications Help grow business together, and help you win in the field Why Oracle?Speed value chain processes and increase visibility into daily operations Improve customer ordering experience and customer satisfaction Increase self-service capabilities for Seed and CPP Eliminate siloed sources of customer and orders Single, standards based best-of-breed platform for integration (data, systems and process) Greater agility, better decision-making, and reduced cost and risk to diverse Land O’Lakes IT infrastructure today
  • Main Point:Land O’Lakes optimizes their supply chain process with a self-service partner portal.Script:Land O’Lakes needed to improve management of their supply chain, from raw materials to finished goods by providing their partners with a self-service too so they could check status of orders at any time and elimiatesiloed sources of information.Notes:Avoid building a custom application Use of a standard technology framework that easily integrates with our back office systems using Oracle Fusion Middleware Deliver via the web a best in class customer experience For their WebCenter solution...Easy-to-use tool that allows WinField Solutions' customers to connect with the company and stay connected with their grower customer activities One-stop portal for web sales ordering, customer service, and company support applications Help grow business together, and help you win in the field Why Oracle?Speed value chain processes and increase visibility into daily operations Improve customer ordering experience and customer satisfaction Increase self-service capabilities for Seed and CPP Eliminate siloed sources of customer and orders Single, standards based best-of-breed platform for integration (data, systems and process) Greater agility, better decision-making, and reduced cost and risk to diverse Land O’Lakes IT infrastructure today
  • Main Point:Land O’Lakes optimizes their supply chain process with a self-service partner portal.Script: Using Oracle WebCenter, Land O’ Lakes provides a self-service portal, web experience management, and enterprise content management including records management. They have integrated their imaging and content management with their enterprise processes and applications to automate capturing paper documents, presenting documents and images in the inventory, invoicing, and transportation processes to speed lookups and improve decision making.Notes:Avoid building a custom application Use of a standard technology framework that easily integrates with our back office systems using Oracle Fusion Middleware Deliver via the web a best in class customer experience For their WebCenter solution...Easy-to-use tool that allows WinField Solutions' customers to connect with the company and stay connected with their grower customer activities One-stop portal for web sales ordering, customer service, and company support applications Help grow business together, and help you win in the field Why Oracle?Speed value chain processes and increase visibility into daily operations Improve customer ordering experience and customer satisfaction Increase self-service capabilities for Seed and CPP Eliminate siloed sources of customer and orders Single, standards based best-of-breed platform for integration (data, systems and process) Greater agility, better decision-making, and reduced cost and risk to diverse Land O’Lakes IT infrastructure today
  • Main Point:Land O’Lakes optimizes their supply chain process with a self-service partner portal.Script:As a result, Land O’Lakes achieved an ROI of 25-30% and reduced average inventory levels, generating an estimated $2.5 million in annual savings and optimized network transportation logistics, cutting costs by 4% while improving on-time deliveres.Notes:Avoid building a custom application Use of a standard technology framework that easily integrates with our back office systems using Oracle Fusion Middleware Deliver via the web a best in class customer experience For their WebCenter solution...Easy-to-use tool that allows WinField Solutions' customers to connect with the company and stay connected with their grower customer activities One-stop portal for web sales ordering, customer service, and company support applications Help grow business together, and help you win in the field Why Oracle?Speed value chain processes and increase visibility into daily operations Improve customer ordering experience and customer satisfaction Increase self-service capabilities for Seed and CPP Eliminate siloed sources of customer and orders Single, standards based best-of-breed platform for integration (data, systems and process) Greater agility, better decision-making, and reduced cost and risk to diverse Land O’Lakes IT infrastructure today
  • Best-in-Class Web Experience ManagementEnd-to-end Customer Experience ManagementComplete, open and integrated Enterprise Portal for EmployeesComposite Application platform with embedded Social

Transcript

  • 1. Drive Online Engagement with Intuitive Portals and Websites Sachin Agarwal, Senior Director of Product Management, Oracle WebCenter Kellsey Ruppel, Senior Product Marketing Manager, Oracle WebCenter1 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.2 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 3. Agenda • Key Trends in Online Engagement • Business Challenges • Solution Requirements • Customer Engagement • Employee Engagement • Customer Success • Why Oracle?3 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 4. KEY TRENDS IN ENGAGEMENT4 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 5. Key Trends Impacting Your World Personalized Multi-Channel Mobile Consumerization Social Self-Service …And Your Customers’ Expectations5 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 6. BUSINESS CHALLENGES6 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 7. Customer Touchpoints Contact Online Center Web Phone Mobile Direct Email Social In-Store Mail Kiosk Sales Point-of- Reps service7 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 8. Inconsistent, Disconnected, Impersonal Experience “When I go online, I can’t “Why can’t I order an easily find what I need. item online and pick it It’s too complicated to up at my local store?” find what’s best for me.” Web Store Direct “When I clicked the “Can’t their sales reps “Chat Now” the agent see my web order? had no idea of what was The Acme rep always in my shopping cart?” knows all my orders. Call Center Mobile “Wouldn’t it be nice if they “Why didn’t they send rewarded me for all the this mobile coupon I friends I have referred?” was still in the store? Social8 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 9. Increasing Challenges on Your IT Organization MULTI-CHANNEL COLLABORATION WEBSITES BLOGSAPPLICATION INTEGRATION WIKIS MOBILE INSTANT MESSAGING SOCIAL EASY TO USE MASH-UPS PRESENCE WEB CONFERENCING SOCIAL NETWORKINGACTIVITY STREAMS SELF-SERVICE REAL-TIME FILE SHARING DOCUMENT MANAGEMENTPERSONALIZED WEB CONFERENCING 9 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 10. The Enterprise Balancing Act Business Enterprise Users IT• Engage with customers directly via • Scalability with full control of the online channel infrastructure• Want real-time, contextual data • Integrated platform• Manage information without IT • Secure integration of back & front- intervention end systems 10 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 11. SOLUTION REQUIREMENTS11 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 12. Companies Need a Solution that is… UNIFIED PERSONALIZED TARGETED SELF-SERVICE SOCIAL12 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 13. Oracle WebCenter The User Engagement Platform for Social Business Oracle Fusion Middleware Oracle WebCenter is the user Oracle WebCenter User Engagement Platform engagement platform for social business, connecting people and Sites Web Experience Portal Composite Applications information Management & Mash-Ups • Increase sales and loyalty with online engagement optimization • Drive innovation with portals and composite Social Content applications Social Network Enterprise Content & Collaboration Management • Enhance productivity with contextual collaboration • Optimize information access with content management13 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 14. Oracle WebCenter Capabilities Self-Service Access Dashboards, Composite Applications Multi-Channel Engagement Social Networks & CollaborationTargeted, Optimized Experience Personalized User Experiences CUSTOMER PARTNER EMPLOYEE Online Marketing Enterprise Content Infrastructure Cross-sell & Up-sell Mobile Access 14 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 15. Oracle WebCenter PortalIntuitive User Experiences for Enterprise Applications Drive Innovation with Portals and Composite Applications • Provide users with intuitive portals and websites with integrated application content • Easily assemble new composite applications using prebuilt library of reusable components • Access relevant content faster with personalized solutions and integrated social tools15 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 16. Oracle WebCenter SitesWeb Experience Management Increase Sales and Loyalty with Online Engagement Optimization • Create, manage and moderate contextually relevant, targeted and interactive online experiences • Optimize customer engagement across the web, mobile and social channels • Manage large scale multi-channel global online presence with integration to enterprise applications16 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 17. CUSTOMER ENGAGEMENT17 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 18. Connect Every Customer Interaction Create a 360°Customer Master that Spans Across All Channels • Optimized online experience • Interactive and consistent experience across web, social and mobile • Content should be relevant to me • My data should be cross- channel • Make my experience rich, entertaining, and efficient18 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 19. UNIFY THE PERSONALIZE MAXIMIZE THE OPTIMIZE THEEXPERIENCE THE JOURNEY ENGAGEMENT EXPERIENCE CUSTOMER ENGAGEMENT 19 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 20. Consistent Experience Across Channels20 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 21. Unify Marketing Across Channels21 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 22. Transfer Context Across Channels Marketing Site Customer Self-Service Site22 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 23. Seamless Interactions The Market The Market23 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 24. Segmentation & Targeting FLEXIBLE RULES SEGMENTATION TARGETING DELIVERY24 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 25. Automated Targeting & Optimization • Predictive segmentation & targeting Automatically correlates Automatically profile AND contextual create predictive data WITH content models for each events (clicked) banner in the catalog • Automate multi- variate testing & optimization Automatically identifies predictive drivers25 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 26. EMPLOYEE ENGAGEMENT26 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 27. Engage With Employees My Site Team Site Community Network Intranet My Stuff Work Place Shared Interest Connections Broadcast Personal Docs Form Teams Discussions Profiles Publish Content Work List Share Docs Find Expertise Activity Streams Delegate Admin Shortcuts Capture Data Badges & Status Walls Blogs & WikisSelf Service Apps Produce Output Moderation Real-time Enterprise Apps27 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 28. Interactive Information Across Channels Extend Your Present & Interact User-Driven Content Reach with Content Personalization28 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 29. Socialize and Network• Spawn specific conversations regarding topics and projects• Publicize your work and invite comments• Locate experts• Recommendations on similar content, spaces, people, items 29 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 30. Build Composite Dashboards to Improve Productivity Search Notifications Documents Discussions E-mail and PresenceWiki, SocialBlog Networks Other Data Partner Custom Sources Legacy BI Other Apps 30 | © 2012 Oracle Corporation – Proprietary and Confidential © 2011 Oracle Corporation – Proprietary and Confidential
  • 31. Combine Content and Processes in Composite Applications • Combine content with one or more applications • Provide all information and apps needed to execute specific tasks • Enable business users to create and integrated task specific pages31 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 32. Increase Business AgilityTools for Both Business Users and IT BUSINESS USER IT DEVELOPER • Easily compose business • Broad choice of solutions development tools • Respond to business needs • Leverage business user immediately assembled scenarios • Surface enterprise • Build reusable components applications to create • Robust management and custom mash-ups rapid upgrade cycles • Target mobile devices and tablets EFFICIENCY Improved Productivity IT MANAGEABILITY32 | © 2012 Oracle Corporation – Proprietary and Confidential 32
  • 33. CUSTOMER SUCCESS33 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 34. Schneider National Improves Employee Productivity & Enhances User Experience OVERVIEW• Nearly $3 Billion in annual revenues with a 75-year track record of providing expert transportation and logistics solutions servicing over 28 countries• 19,300 total associates and over 13,000 drivers and independent contractors Schneider National 34 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 35. Schneider National Improves Employee Productivity & Enhances User Experience CHALLENGES• Transportation management info held in isolated systems• Sales tracking management not integrated with transportation management• Ad-hoc interactions kept separate from other systems Schneider National 35 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 36. Schneider National Improves Employee Productivity & Enhances User Experience SOLUTION• Developed collaborative Group Spaces for Drivers using Oracle WebCenter• Drivers can collaborate with one another, view online training & access benefits information• View OBIEE dashboards whether on the road or at home• Enhanced user experience Schneider National 36 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 37. Schneider National Improves Employee Productivity & Enhances User Experience RESULTS• Internal collaborative workspace providing rich user profiles and social services• Unified dashboard to view key applications systems• Easy, fast lookup interface for drivers and staff to provide instant information on shipments Schneider National 37 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 38. Land O’Lakes Optimizes Supply Chain Process with Self-Service Customer Portal OVERVIEW• Second-largest cooperative in the US with 9,000 employees, 3,200 direct producer-members and 1,000 member-cooperatives serving more than 300,000 agricultural producers• Leading marketer of dairy-based food products LAND O’LAKES 38 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 39. Land O’Lakes Optimizes Supply Chain Process with Self-Service Customer Portal CHALLENGES• Improve management of supply chain, from raw materials to finished goods• Improve partner satisfaction• Increase self-service capabilities• Eliminate siloed sources of orders• Stay connected with their grower partner activities LAND O’LAKES 39 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 40. Land O’Lakes Optimizes Supply Chain Process with Self-Service Customer Portal SOLUTION• One-stop portal for web sales ordering, customer service, and company support applications• Built on Oracle WebCenter with integration to JD Edwards EnterpriseOne applications and Oracle Transportation Management LAND O’LAKES 40 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 41. Land O’Lakes Optimizes Supply Chain Process with Self-Service Customer Portal RESULTS• Achieved ROI of 25-30%• Reduced average inventory levels, generating an estimated $2.5 million in annual savings• Optimized network transportation logistics, cutting costs by 4%• Improved on-time deliveries LAND O’LAKES 41 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 42. WHY ORACLE?42 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 43. Oracle WebCenterDelivering Online User Engagement • Best-in-Class Web Experience Management • End-to-end Customer Experience Management • Complete, Open and Integrated Enterprise Portals for Employees • Composite Application Platform with Embedded Social43 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 44. 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_Social44 | © 2012 Oracle Corporation – Proprietary and Confidential
  • 45. 45 | © 2012 Oracle Corporation – Proprietary and Confidential