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Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter
 

Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter

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Qualcomm is the world leader in next generation mobile technologies. Its ideas and inventions are driving wireless growth and helping to connect people to information, entertainment and one another. ...

Qualcomm is the world leader in next generation mobile technologies. Its ideas and inventions are driving wireless growth and helping to connect people to information, entertainment and one another. In order to provide a seamless Web experience for its customers, Qualcomm teamed with Oracle Partner Keste to deliver an integrated self-service portal that provides a single view of all processes. View this presentation and learn how Oracle WebCenter has allowed Qualcomm to increase customer satisfaction, speed customer on-boarding and improve ROI by delivering a rich, personalized and interactive experience to its end users.

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    Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter Presentation Transcript

    • Oracle WebCenter inAction: Webcast SeriesHOST: Michelle Huff, Sr. Director, OracleWebCenter2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Key Trends Impacting Your World Personalization Multi-Channel Mobile Consumerization Social Self-Service3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Engaging Customers is Critical for Business Growth4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Oracle WebCenterEngage 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 management5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Qualcomm Provides aSeamless Experience forCustomers with OracleWebCenter Portal (ADF)6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Welcome!  Mike Chandler, Overall Project Lead, Qualcomm  Vince Casarez, Sr. VP of Technology, Keste  Gourav Goyal, Director – Portal and Content Programs, Keste7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Agenda  Company Overview  4 Keys to a Seamless Customer Experience – Single Sign-On – Unified View – Self-Service – Integrated Platform  Keste Offer  Summary  Q&A8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Company Overview9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Qualcomm  World leader in 3G and next generation mobile technologies  Headquartered in San Diego, CA  Patent portfolio is the most widely and extensively licensed portfolio in the industry with over 195 licensees  25 years of wireless innovation10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Business Objectives  Create a seamless Web experience for customers  One single view of all processes  Unified platform and architecture  Position the business for long-term growth11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Business Challenges  Lengthy and manual customer on-board process (5-7 days)  High sales and support costs  Dated portal look and feel  Performance issues  Problems with back-end application maintenance schedule12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Target Solution  External public facing transactional portal for the QES division of Qualcomm  Enhanced customer self-service  Integrated with back-end systems and other applications  Built on Oracle WebCenter Portal (Oracle’s Application Development Framework) with Oracle Security Stack for authentication and authorization13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Keste  200 Dedicated Oracle Professionals – Solution Centers in Dallas, TX and Hyderabad, India  Applications Practice: – Oracle EBS, CRM – Product Configurator (Complex Selling and Ordering Process)  Technology Practice: FMW / Collaboration Specialists – WebCenter (Portal, Content and Collaboration) – Security – SOA / BPM – Oracle ADF Development – Systems (Cloud and Infrastructure)  Engineered Solutions Practice: – Exalogic – Exadata – Exalytics – Oracle Database Appliance14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Project Delivery Timeline Scoping Interim Business Reviews UAT and Training Scope Objectives Architecture Plan and Demos and and and and Vision Metrics Approach Governance Jan-Jun 2011 Jul Aug Sep Oct Nov Dec Jan Feb Mar AprWireframe Design Design, Development, QA Go Live 4/30/201215 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 4 Keys to a Seamless Customer Experience Single Sign- Unified View On Integrated Platform Self-Service16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Single Sign-On Single Sign- On Unified View Integrated Platform Self-Service17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Single Sign-On Improved user experience Limited to no failover Follow corporate security requirements 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Single Sign-On Uniform enterprise authentication policies across the enterprise Improved security reporting and auditing Significant password help desk cost savings 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Single Sign-OnKey Takeaways Single Sign- Unified View 1. Improved user experience to access multiple On applications from multiple locations with one username & password 2. Reduced operational costs and time to access data Integrated Platform Self-Service 3. Centralized management of users and roles20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Unified View Single Sign- On Unified View Integrated Platform Self-Service21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Unified View Engaging User Experience Easy to navigate CUSTOMER Single integration point for SCREENSHOT all customer applications Extremely fast screen transitions 22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Unified View23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Unified ViewKey Takeaways Single Sign- Unified View 1. Provided a seamless Web experience, with an On easy, engaging user experience 2. Presented a single view to the customer, irrespective of how many distinct applications & processes are in-use behind the scenes Integrated Platform Self-Service 3. Brought together data from multiple systems to speed information look up24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Self-Service Single Sign- On Unified View Integrated Platform Self-Service25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Self-Service Key Features – Account activations – Enhanced device transfers – Customer on-boarding 26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Self-Service Key Benefits – Reduced customer onboard time from 5-7 days to 15 minutes – Online, automated process vs. previously manual process – Reduced physical effort in key business process steps 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Self-ServiceKey Takeaways Single Sign- Unified View 1. Significantly reduced customer on-boarding On time by allowing users to serve themselves 2. Increased online transactions and improved customer satisfaction Integrated 3. Reduced manual effort in key business process Platform Self-Service steps by making them self-service28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Integrated Platform Single Sign- On Unified View Integrated Platform Self-Service29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Integrated Platform Integrates with: – Unity Core – Salesforce.com – Merchant e-Solution for credit card – Custom Qualcomm Applications like CUPS and AUTO – Security utilizing OID and OVD – Back end integration with EBS (Dataguard) and iQ Database 30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Integrated Platform User Categories Internal Administrators Customer Administrator Dealers Actual End Users Customer Web Portal Next Generation iQ Oracle E-Business Suite Inventory, BOM, Order Management, Installed Base, Dataguard, Service Contracts, Mobile Supply Chain Home Grown 3rd Party Keenan/Arbor Provisioning, Systems Billing System Activation Network Management System31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Integrated PlatformKey Takeaways Single Sign- Unified View 1. Provided better integration with Marketing On Portal and other in-house systems 2. Single platform to push information to customers while retaining user context Integrated 3. Connected separate systems through data Platform Self-Service sharing and automated transactions32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • DEMONSTRATION33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Key Benefits Leveraging Oracle Platform  Reduced end-to-end time to onboard new customer from 5-7 days to 15 minutes (100% productivity improvement)  Increased market footprint for Qualcomm products through successful launch of the lower cost device  Significantly reduced manual effort in key business process steps by making them self-service  Reduced IT support time needed through higher availability  Engaging, easy to use Web experience34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Why Oracle  Re-developed 10+ modules spanning 200+ pages in Oracle WebCenter Portal (ADF) with modern look and feel  New features for enhanced self service and automation such as Activations, enhanced device transfers and customer on-boarding  Provided better integration with Marketing Portal and retaining user context by implementing Oracle Security Stack  Better availability by utilizing Oracle Dataguard to decouple from back- end application database35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Keste Offer FREE: HALF-DAY STRATEGY ASSESSMENT: – Your current environment – How you can take advantage of Oracle WebCenter (Available to the first 10 that reply) FREE: ONE HOUR CONSULTING SESSION: – with the Experts from Keste at Oracle OpenWorld (only a limited number of slots still available) CONTACT: www.keste.com solutions@keste.com to reserve your session today Stop by BOOTH 2321 SOUTH at Oracle OpenWorld36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • Join the Oracle WebCenter Community 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  vince.casarez@keste.com  gourav.goyal@keste.com Facebook: http://facebook.com/webcenter  mchandle@qualcomm.com LinkedIn:  michelle.huff@oracle.com http://linkd.in/ORCL_Social37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.