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SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
SunPower Unifies the Online Customer Experience with Oracle WebCenter
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SunPower Unifies the Online Customer Experience with Oracle WebCenter

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SunPower was looking to transform their existing global Website to a more contextually relevant, targeted and interactive online experience for their customers. In order to do so, SunPower turned to …

SunPower was looking to transform their existing global Website to a more contextually relevant, targeted and interactive online experience for their customers. In order to do so, SunPower turned to Oracle WebCenter and teamed up with Oracle Partner Capgemini to unify the online experience and optimize customer engagement.

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  • Mark introduces self,gives a brief introduction of the series and gives a brief overview of WebCenter in the next 3 slides.
  • MarkMain 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. 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.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.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.MULTI-CHANNLEL - 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.CONSMERIZATION - 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 fnally, 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.Notes:xxx
  • Main Point:Engaging Customers is Critical for Business Growth.Script:We all know that successfully engaging customers is critical to an organization’s business success. We also know that engaging our customers is more challenging today than ever before. Over the last decade and a half we’ve seen the advent of the internet and watched as the online channel became a primary one for conducting our business and even managing our lives. And during this whole process or evolution, the customer journey has grown increasingly complex. Customers themselves have assumed increasing power and influence over the purchase process and for setting the tone and pace of the relationships they have with brands and you see the evidence of this in the really high expectations that customers have today. They expect brand experiences that are personalized and relevant -- In other words they want experiences that demonstrate that the brand understands their interests, preferences and past interactions with them. They also expect their experience with a brand and the community surrounding it to be social and interactive – it’s no longer acceptable to have a static, one-way dialogue with your customer base or to fail to connect your customers with fellow customers, or with your employees and partners. And on top of all this, customers expect us to deliver this rich and engaging, personalized and interactive experience, in a consistent way cross a variety of channels including web, mobile and social channels or even in offline ones such as in-store or via a call center. And as a result, we see that deliver on these expectations and successfully engaging your customers is a great challenge today.
  • Drive sales and loyalty with engaging cross-channel online experiencesProvide a single point of access with self-service portals and application dashboardsEnhance productivity with social collaborationEnsure timely, relevant and accurate information with enterprise content managementMain 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.
  • Webcenter in the middleSurround by CX, SRM, Enterprise ApplicationsConnecting everything together – better experienceTry to draw out WebCenter’s relevance in all the other hot areasCX: WEM/SitesSRM: OSN, …. Enterprise Apps: OSN, Content
  • Mark introduces the webcast in the series.
  • Mark introduces speakers.
  • Mark goes over the agenda.
  • Transition slide as customer will cover the next slide.
  • SunPower is a global leader in the solar industry with more than 25 years of experience. We have a diverse set of customers in the residential, commercial and utility segments.
  • Our objective for the websites is to be the trusted source for our customers and solar prospects to find answers to their questions, to educate them. To equip them to make the right decision when choosing a solar company
  • Customer
  • Customer – will cover the solution they have deployed and transition into why they chose the Partner, and Partner will cover next slides.
  • Partner gives company overview.
  • Partner
  • Mark – provides overview of 4 keys/themes customer was looking for in a solution. Then transitions to next slide and asks about Theme 1.
  • Mark – asks why Theme 1 was important.
  • Customer covers this slide
  • Partner covers this slide
  • Mark summarizes Key Takeaways and transitions into asking about the next requirement.
  • Mark – asks why Theme 2 was important?
  • Customer
  • Partner
  • Mark summarizes Key Takeaways and transitions into asking about the next requirement.
  • Mark – asks why Theme 3 was important?
  • Partner
  • Mark summarizes Key Takeaways and transitions into asking about the next requirement.
  • Mark – asks why Theme 4 was important?
  • Customer
  • Partner
  • Mark summarizes Key Takeaways and transitions to Partner who will give the demo.
  • Partner gives demo.
  • Customer or Partner covers benefits/summarizes what was shown in demo.
  • Partner covers special offer. This could be a free assessment, white paper, etc.
  • Mark summarizes and closes.
  • Transcript

    • 1. Oracle WebCenter inAction: Webcast SeriesHOST: Mark Brown, Sr. Director, OracleWebCenter1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 2. Key Trends Impacting Your World Personalization Multi-Channel Mobile Consumerization Social Self-Service2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 3. Engaging Customers is Critical for Business Growth3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 4. Oracle WebCenterEngage Your Customers. Empower Your Business. Engaged people create more value. WebCenter engages people.4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 5. The Center of Engagement ORACLE WebCenter5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 6. SunPower Unifies the OnlineCustomer Experience withOracle WebCenter6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 7. Welcome!  Prachi Gore, Manager, Global Web Marketing, SunPower  Mark Swanholm, Practice Lead, NA Enterprise Content & Online, Capgemini  Ravit Ansal, WEM Practice Lead, NA Enterprise Content & Online, Capgemini7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 8.  Company OverviewAgenda  4 Keys to Enhance Customer Interactions – Improved User Experience & SEO – Increase Business Agility – Target Content & Community – Lead to Order Integration  Demonstration  Capgemini Offer  Summary  Q&A8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 9. Company Overview9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 10. SunPower  SunPower is the global solar leader with a diversified portfolio serving the residential, commercial and utility solar markets  Established in 1985  Largest US residential and commercial installed base, with over 100,000 residential systems installed  More than 200 patents for solar technology  San Jose, CA  > 2 billion in revenue10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 11. Business Objectives  Serve diverse business segments  15 global countries  Generate leads11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 12. Business Challenges  A flexible architecture that can be leveraged across all global markets  Ability to scale and manage updates with a reasonably small team  Easy campaign promotion, frequent updates12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 13. Target Solution  Scalable websites that could be managed by the marketing team  Feature rich websites (forms, video, campaign promotional slots, social engagement, online communities, etc.)  Using Oracle WebCenter Sites13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 14. Capgemini  Capgemini enables you to transform your organization and improve performance. We aim to empower you to respond more quickly and intuitively to changing market dynamics. By bolstering your ability to harness the right technology, we help you become more agile and competitive.  Global SI based in France with operations in every major market and significant Rightshore® teams in India, Argentina & China  Employees – 125,000+  Development Cooperation, insight into the Oracle Vision & Strategy  One of the few of Oracle’s Diamond Level Partners14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 15. Capgemini Offerings  Provide the most up-to-date positioning and enablement for Oracle’s fastest growing products – Fusion Middleware 11g (WebCenter, BI, IdM, SOA/BPM) – Latest Revisions of Apps Unlimited (EBS 12.1, PSFT 9.1, Siebel 8.1) – Multi-Pillar Solutions: e.g. Edge Apps, EPM-Hyperion – Fusion Applications – WebCenter product line including Portal, Content and Sites  Oracle Development and Support engagement with Capgemini project management as needed through lifecycle of project  Oracle Development advice and feedback on top priority functional gap areas  Escalation Management within Oracle Support & Development through Oracle Primary Point of Contact  Oracle Development & Support special attention to top product issues15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 16. 4 Keys to Enhance Customer Interactions Improved User Increase Experience & SEO Business Agility Lead to Order Target Content & Integration Community16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 17. Improved User Experience & Improved User Experience & Increase Business AgilitySEO SEO Lead to Order Target Content Integration & Community17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 18. Improved User Experience & SEO Key Features – Intuitive design for information discovery – Calculator – Easy access to local SunPower dealers – Consistent interface for global websites 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 19. Improved User Experience & SEO Key Benefits – Increased user satisfaction – Improved lead generation and tracking – Higher ranking in search results – Easy access to information (local installers, cost estimates) 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 20. Improved User Experience & SEOKey Takeaways Improved User Increase 1. Increased user satisfaction Experience & SEO Business Agility 2. Improved lead generation and tracking 3. Easy access to information Lead to Order Target Content & integration Community20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 21. Increase Business Agility Improved User Experience & Increase Business Agility SEO Lead to Order Integrated Integration Platform21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 22. Increase Business Agility Key Features – Easy-to-use content authoring and design tools for business users – Quick turn around for updates or new sites – Ability to launch microsites – Improved governance for content updates and publishing 22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 23. Increase Business Agility Key Benefits – Intuitive content authoring – On-demand publishing – Improved governance 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 24. Increase Business AgilityKey Takeaways Improved User Increase Experience & SEO Business Agility 1. Business user authoring and control 2. On-demand publishing 3. Improved governance Lead to Order Target Content & integration Community24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 25. Target Content & Community Improved User Experience & Increase Business Agility SEO Lead to Order Target Content Integration & Community25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 26. Target Content & Community Key Features – Personalized content – Blogs – Social media integration 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 27. Target Content & Community Key Benefits – Centrally create, publish, moder ate, and manage blogs and communities – Real-time collaboration for users inside and outside the organization 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 28. Target Content & CommunityKey Takeaways Improved User Increase 1. Personalized content to users Experience & SEO Business Agility 2. Real-time collaboration 3. Unified publishing platform Lead to Order Target Content integration & Community28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 29. Lead to Order Integration Improved User Experience & Increase Business Agility SEO Lead to Order Target Content Integration & Community29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 30. Lead to Order integration Key Features – Solar Estimator – Track customer leads through a unified online channel – CRM and analytics integration 30 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 31. Lead to Order integration Key Benefits – Calculator empowers SunPower to effectively engage with customers and prospects – Reduces the inquiries raised through other channels – Leads with integrated tracking capabilities 31 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 32. Lead to Order integrationKey Takeaways Improved User Increase 1. Unified lead tracking Experience & SEO Business Agility 2. Easy reporting 3. Track, analyze and segment customers’ behavior Lead to Order Target Content integration & Community32 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 33. DEMONSTRATION33 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 34. Oracle WebCenter Benefits  Easy-to-use content authoring and design tools for business users  Ability to integrate with CRM and other backend applications  User-generated content and personalized, customizable gadgets with enterprise moderation, including comments, ratings, reviews, and blogs  Highly scalable Web Content Management (WCM) platform for delivery of a high volume, global web presence34 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 35. Special Offer from Capgemini FREE: STRATEGIC ASSESSMENT WORKSHOP  Capgemini’s Enterprise Content & Online team will conduct a half- day workshop with your team to assess your current solution readiness and bench mark you online platform against other companies.  Session and assessment delivered at no cost, travel will be billed at cost if on-site workshop desired.  Available to companies attending today’s call. www.capgemini.com  Contact Ravit Ansal - ravit.ansal@capgemini.com35 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 36. 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:  prachi.gore@sunpowercorp.com http://twitter.com/oraclewebcenter  mark.swanholm@capgemini.com Facebook:  ravit.ansal@capgemini.com http://facebook.com/webcenter  mark.w.brown@oracle.com LinkedIn:www.webcenterinaction.com http://linkd.in/ORCL_Social36 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 37. 37 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

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