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Oracle Enterprise 2.0 & Business Applications

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UCM, WebCenter & Siebel, E-Business Suite , Peoplesoft

UCM, WebCenter & Siebel, E-Business Suite , Peoplesoft

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  • Hello and welcome everyone. My name is xx xx and I am going to spend the next 40 minutes or so discussing how you can improve user experience and collaboration -- specifically highlighting how Oracle’s Enterprise 2.0 solutions help you to do just that for Oracle Applications.
  • Here is the agenda for our discussion today. I am going to start off by defining Enterprise 2.0, and how specifically Enterprise 2.0 is the foundation for improving user experience and collaboration throughout organizations. I will also discuss the business problems organizations face today and how Enterprise 2.0 solutions could help them address those problems. I will introduce you to Oracle’s Enterprise 2.0 offering and include some customer examples of how that offering is being used today. And then we will finish up with some Q & A and I will provide you with some additional resources.
  • Now let’s move on and discuss the value that Enterprise 2.0 brings to business applications.
  • SPEAKING NOTES While Web 2.0 is focused on external users, Enterprise 2.0 is focused on delivering Web 2.0 capabilities within the context of the Enterprise. Enterprise Users can extend beyond just employees to include partners, suppliers, customers, etc. Now you can image the level of complexity to manage this type of user ecosystem. One of the biggest challenges of course in the days of Sarbanes Oxley and other regulatory requirements is to protect the corporate assets to make sure the wrong people and not gaining access to sensitive information. So E2.0 is the integration of Web 2.0 capabilities with Enterprise Systems and Applications to transform the way enterprise users interact with people and systems in the corporate ecosystem.
  • Now that we’ve seen how Web 2.0 can be integrated into business process through Enterprise 2.0 technologies, let’s take a look at some use cases of Enterprise 2.0 in the workplace. If I am in Human Resources, I can create a company wiki that can be updated by each team member when their positions change. I could also have a career blog with contributions from other HR members that gives ideas to employees on how they can proactively manage their careers. If I work for Finance, perhaps I want to have a financial dashboard that shows a comprehensive view of spending, current cash flow, etc. And because the finance department typically has to deal with a lot of documents, perhaps I want to be able to find them within the context of my business application, and tagging and content management can help me with those needs. As a marketer, I want to use the thought leaders and product experts within my organization to draft blogs on our products or company. Or maybe I want to be able to aggregate competitive information on a website so it can be found and referenced easily and provided to workers based on their roles. What about Research & Development? Well let’s say I want to get the opinions from other industry experts and customers. Social networks could be built for this purpose. If I wanted to monitor customers likes and dislikes, a customer feedback blog would fit the bill here. So this is just a very small list of the use case of Enterprise 2.0 in the workplace. Additional Info: HR: I could also have an employee portal that provides self-service capabilities for HR administrations, such as changing my allowances or entering a vacation request. Finance: Or, I want to make budget planning easier by engaging everyone involved and getting them to enter their ideas on a budget wiki. R & D: And finally, a simple team Wiki would help to keep all team members on the same page with current projects.
  • NOTE: Slide has animation And within the context of business processes, our CRM and ERP systems are optimized to, in this example, initiate a sales order. Within these applications, the necessary data is input into the system and that follows a set of business rules based on the type of transaction. Within those rules are a set of workflows and approval – all repeatable processes that are automated. But what is missing from this scenario is the human element of the process. How can CRM and ERP users effectively engage each other when they have questions about the order, a problem occurs, or in this case, the customer wants a discount because they agreed to participate in PR and reference activity. This disconnect in the process causes gaps, and at this point processes slow down and become inefficient. These gaps are filled by humans or workers. As we talked about earlier, processes exist within applications. If the users within those applications can collaborate with other users across systems, the actual business process will be more efficient. Within Enterprise 2.0 functionality, workers do not have to leave their applications to go find information or collaborate on an order. In this example, workers processing the order can upload the order document to a portal for review by a manager, and they can collaborate on the order in real-time from the portal through instant messaging. Any questions they have or problems that arise can be handled within their application. And steps along the way can be automated, such as removing the paper element from the process and enabling workers to attached images to the transactions making them easier to find and expediting the entire process.
  • As you’ve seen in other sessions today, improving end user productivity within applications is key to improving overall business processes. And so as we define Enterprise 2.0, the key point with this definition is that critical business processes live within your business applications. So within those business applications, users should be empowered to take advantage of Web 2.0 tools and technologies that help them collaborate, find and share information without having to leave their application session, and overall, these tools should help them improve the business processes in which they work.
  • Another challenge workers face is managing the content lifecycle. Typically, the lifecycle for a piece of business content is that users just create it, use it for a week or two, then lose track of it, and keep it around forever. This “usual lifecycle” is obviously not optimal. It can negatively impact productivity when others can’t find the information that they need or if they work with the wrong version. You run into issues with regulatory compliance and of course your business and legal risks increase -- driving up costs. Enterprise 2.0 technology helps organizations manage their content through all phases of the lifecycle and apply the appropriate amount of control where needed. The systems provide functionality that assists users when they create or capture content, gives a central location for storage, and adds in automation to help send items through a review or workflow process. Indexing the content enables users to quickly search and retrieve information via keywords. While “management” applies the appropriate amount of security and metadata, so only the right users can read or perhaps edit the content. “Management” functionality also helps to quickly organize and classify content in the system. Cleansing is an interesting step - where technology helps to remove sensitive or confidential hidden properties from documents. These items are often times left in documents for others to see on Web sites, in email attachments, or find in archived records during legal discovery. Distribution and publishing are key functionality in content management and Enterprise 2.0 technology. Content really cannot become a strategic asset unless the right people can get access to the right information at the right time, in the right context and in the appropriate format. So for example, take documents created in Microsoft Project and automatically turn them into PDF for easy viewing (without requiring the user to have the application installed). Or it can take scanned documents and deliver it to ERP systems so users can access invoices directly from the application they’re working in. Overall, this helps organizations effectively share content with others. These are the “active” phases of the content management lifecycle. After the content has been finalized, approved, and published for access and use, it enters an “inactive phase” of retention and disposition. At this point in time, some items are systematically retained for a certain amount of time, then disposed of either by long term archival or physical destruction. If content is revised or updated, it re-enters the “creation” phase and goes through the entire lifecycle, yet again.
  • Now that we’ve seen the value that Enterprise 2.0 brings to business applications, let’s move on to discuss Oracle’s Enterprise 2.0 offering.
  • Oracle offers a complete Enterprise 2.0 solution, including Oracle WebCenter Suite, Oracle WebCenter Services (social computing services) and Oracle Content Management. Using Oracle’s E2.0 solutions, users can create dynamic enterprise portals such as intranets and extranets. WebCenter Spaces allow you to create individual, team and organizational work environments to connect people and content. Personalized dashboards let users monitor performance. Composite applications and rich enterprise application are the next wave in enterprise application development and deliver multichannel-capable applications with desktop quality, highly interactive user experiences that are preintegated to enterprise class server technology. Collaborative applications integrate E2.0 with business processes such as accounts payable. And multi-channel access provides Office integration for content and mobile access through the iPhone. The integration infrastructure provides the layer of integration for applications, systems and data sources. This layer includes things like Secure Enterprise Search, web services, adapters, content, Identity Management for security and SOA & BPM that allow you to integrate with multiple systems and repositories. Through that integration layer, you’re able to provide E2.0 capabilities in third party systems such as Microsoft SharePoint and Office, IBM Lotus Notes and Documentum. CRM systems integrate with Siebel applications and content can be stored and access through ERP systems like Ebusiness Suite, JDEdwards and PeopleSoft. We also integrate with legacy applications such as SAP and other homegrown apps. BI can be surfaced through the Hyperion integration and data can come from multiple sources such as Oracle database, MySQL or DB2. All of this combined technology from Oracle provides a unified, scalable E2.0 platform for the modern enterprise. -- ADDITIONAL NOTES -- Oracle WebCenter Suite weaves business processes, enterprise applications, structured and unstructured content, communication, social computing services, and business intelligence into the fabric of the enterprise to create next-generation online work environments. Built upon a complete, open, and manageable enterprise portal platform, its integrated capabilities allow companies to create the composite applications, portals, and dynamic communities that spur employee productivity, innovation, and competitive advantage. Allowing employees to connect, share data, and communicate spurs innovation and productivity. The secure social computing and personal productivity services in Oracle WebCenter Services—such as linking, tagging, recent activities, Real Simple Syndication (RSS) feeds, wikis, blogs, social networking, discussions, instant messaging, and presence—optimize connections between people, information, and applications and yield new business insight. The other product that makes up Oracle’s Enterprise 2.0 offering is Oracle Enterprise Content Management. This product contains 3 components, and Universal Content Management provides the content platform to store documents, create web sites, manage documents throughout their lifecycle, and also manage multi-media files including pictures and video. Oracle Imaging & Process Management provides document capture and imaging capabilities, enabling organizations capture and extract data from documents, provide a digital representation of the document in a viewer, allowing the users to annotate on the image – apply a stick note or redact information, for example – and then automatically route the document associated with a transaction to an approver. Oracle Universal Records Management helps organizations retain the document they have within their organization. It is able to manage both electronic and physical document records, and place holds, or dispositions on the records and makes them eligible for discovery. The combination of these offerings allows you to integrate Enterprise 2.0 capabilities throughout all Oracle Technology, enable Oracle Applications with Enterprise 2.0 and deliver the most complete, enterprise-grade platform for Enterprise 2.0.
  • Oracle is an established leader in the Enterprise 2.0 space. Industry analysts have recognized a leader in both the Enterprise Portal and Enterprise Content Management areas. Some of the reasons for this include: Our ability to provide a unified platform that enhances user productivity with social computing and embedded content management capabilities Out-of-the-box integrations provided for Oracle E-Business Suite, JD Edwards, PeopleSoft and Siebel that improve business process agility by providing in-context collaboration and document search and retrieval Our flexible and open Enterprise 2.0 platform that maximizes existing IT investments, allowing configuration and customization to tailor the products to align with organizational objectives and integrate identity management, workflow and database products. The industry’s most scalable and reliable E2.0 infrastructure to support business growth while mitigating risk, including a content repository that can ingest 100s of millions of documents a day and store billions of content items.
  • It’s important to note that many of these use cases don’t just occur in the office or on your desktop. We can extend many of these capabilities and functionalities to your mobile device. It’s estimated that 72.2% of the workforce in the US is mobile. Apple is selling millions of iPhones, over 25 million in fact. And having access to content and processes from remote locations through mobile tools is necessary and expected. Oracle WebCenter Suite enables connections to your content anytime, anywhere. With WebCenter Suite, you can build custom mobile applications using ADF mobile framework and WebCenter REST infrastructure providing an intuitive, task-focused user interface for mobile devices. With access anywhere, users can collaborate with colleagues and customers, complete frequent tasks, and close deals more quickly while on the road. For example, with access to applications, you can create expense reports and send for approval using your mobile device. The approver can also use a mobile device to see the expense report and then approve it accordingly. Also within one easy-to-use interface users can easily retrieve and update key customer information and manage appointments, tasks, and notes in real-time without synchronization – eliminating the administrative hassle and data quality issues associated with managing two separate data sources or manually entering and synchronizing information when connected to a laptop. This mobile functionality extends the use of your applications to anywhere and anytime, increasing the value of your WebCenter connection. *Note – there is an iPhone application for WebCenter Spaces that has been developed, but is not yet available to customers. You could mention this, but keep in mind the application is not yet available on the Apple Store.  
  • Oracle Enterprise Content Management offers a complete content management solution. The solution includes: Document Capture to capture paper and electronic documents; Web Content Management which is a role-based, multi-lingual WCM framework to create, deploy and manage web sites; Forms Recognition for intelligent parsing of complex forms; Imaging and Process Management to image and process- enable enterprise applications; Document Management to capture, secure, share and distribute documents and reports; Digital Asset Management to store, find, access and share digital assets; Information Rights Management to secure and audit document access beyond the firewall; and Records and Retention Management which allows you to apply records management policies and practices on content. In addition to Oracle DB, Oracle ECM can manage and publish content stored in other repositories and ECM systems and has certified integrations with Oracle Applications.
  • Our integration between Siebel and Oracle Universal Content Management started with initial work done by Oracle Consulting for a Global Bank headquartered in Europe, and was then built out into the productized solution we ship today. It addresses 4 specific things the Bank was looking for … A centralised, consolidated and scalable ECM system that could manage millions of Siebel attachments An ECM system accessible from within the Siebel user interface that provides access to documents that support business processes A scalable solution where 10s of 1000s Siebel users have concurrent access to customer related documents managed in the ECM system A content platform that meets future needs for RM and WCM To address these requirements our Siebel Adapter for ECM provides a Managed Attachments Solution that enables the i nline viewing of documents that are managed in Oracle UCM and associated with specific Siebel context or entities, all from within the Siebel user interface. The user can then view a web rendition of any attached document, perform various actions on the document, or add a new attachment by clicking on a button which then opens a Siebel context sensitive UCM check-in screen.
  • The solution also provides an integration with ODDC … this enables Siebel users to do ad-hoc scanning and attaching to Siebel entities any documents they receive in paper form. Document Classification is mapped to Scan profile via configuration and allows scanning at different resolutions or color settings for different document types without user intervention. The ODDC web interface allows image manipulation as well as indexing, with the ability to pre-fill index values passed over from Siebel, or facilitate database lookups for picking index values, etc… the scanned image is then sent to UCM and automatically attached to the Siebel entity from which the user invoked the Scan operation.
  • The solution also provides an integration with ODDC … this enables EBS users to do ad-hoc scanning and attaching to EBS entities any documents they receive in paper form. Document Classification is mapped to Scan profile via configuration and allows scanning at different resolutions or color settings for different document types without user intervention. The ODDC web interface allows image manipulation as well as indexing, with the ability to pre-fill index values passed over from EBS, or facilitate database lookups for picking index values, etc… the scanned image is then sent to UCM and automatically attached to the EBS entity from which the user invoked the Scan operation.
  • And with Oracle Content Management, you are able to access web pages and other content, as well as review and edit them, all from your mobile device. This allows most content created within a centralized content management system to be viewed by mobile users. In fact, unique web sites can be created specifically for mobile devices, which could used within a marketing campaign that targets mobile workers and specifically tailor the layout and content of the mobile web page based on location of the device. The benefits of enabling content to be delivered to a mobile device ensures that workers are always “connected” to the content that drivers their businesses, and that the content is represented to them in the appropriate way based on their location. And from a business process perspective, business can be conducted just as if the mobile worker was at a desktop in the office, as important content such as a an invoice or sales proposal can be accessed, approved, and edited from a mobile device.
  • In today’s organizations, many departments have implemented ERP systems such as Oracle E-Business Suite Financials to help automate high transaction, back-office processes. However, full process automation cannot be achieved as long as paper remains an essential part to many of these business processes, and systems like Oracle Financials do not account for integrating documents within the context of their operations. So, the continued reliance on paper contributes to inefficiencies that increase costs, and can actually hinder some of the automation gains made by implementing an ERP. Let’s take a look at procure-to-pay and expense management for two key examples. When it comes to transportation , how much money is spent for inter-office mail to ship invoices or receipts from a regional office to a central location, or even between people in the same building? In terms of productivity and efficiency , how long does it take to process a single paper invoice or expense report as it makes its way along the approval chain? And when an error occurs such as incorrectly entered data into the financials system or a missing purchase order number or receipt, how long does it take to then get documents back in-hand to correct it? By way of auditing , how easy is it to search for and locate an invoice or expense report once it has been filed away? And finally, in terms of storage , how many filing cabinets or rooms are filled with archived invoices, purchase orders and expense reports, taking up real estate that could be used for more productive purposes?
  • By integrating Oracle ECM with E-Business Suite Financials, capture and imaging capabilities are coupled with workflow to get rid of paper and make invoice processing more efficient and lower costs. It starts with capture, where paper invoices can be scanned either centrally, remotely or a mix of both, depending upon a customer’s need. From there, advanced forms recognition can be employed to pull invoice header and line item detail from images, to be populated directly into E-Business Suite. Or, a customer can choose to go with a key from image scenario, and have data entered from an invoice accessed directly from the Payables UI. Invoices can also be made available to users outside the E-Business Suite environment for their review. Invoice images are stored in a highly scalable and secure enterprise class ECM repository that manages invoices throughout their lifecycle. When it comes to handling exceptions, pre-built workflows complement, but do not duplicate native E-Business Suite workflow capabilities to ensure that invoice exceptions are handled as quickly and efficiently as possible. Finally, the ECM system hands off to E-Business Suite to handle approvals and ensure the invoice is ready for payment. All along the way, monitoring capabilities offer dashboard views of key metrics, so business managers have greater visibility into the status of invoices and can resolve process bottlenecks.
  • Capture is the first step of the process, where paper documents such as invoices are scanned and turned into images. Oracle Content Management offers a designed for high volume, centralized capture solution, where batches of invoices are scanned at a time in a mailroom, and light indexing can be performed to route them appropriately, for example, by region or by priority, for entry into the E-Business Suite system. For invoices or receipts that are received in electronic form, Import functionality enables you to convert this content into a standard image format, index it and store it in the same repository as scanned images. The Import functionality supports email servers, fax servers, network folders and FTP sites. Once invoices are scanned or imported in and indexed, the images are automatically committed to the content repository. There is also barcode recognition functionality that can be used for items such as expense reports, so that key data is extracted and populated into E-Business Suite. Oracle Content Management’s capture solution supports the industry standard scanning interfaces, so any enterprise-class scanner will be supported.
  • Oracle Content Management also includes a web-based capture solution, where the process is a bit different. Here, remote users can utilize desktop scanners or multifunction devices to scan and index if need to via an intuitive Web interface. From there, the images are sent over the Internet, and either sent to a central location for indexing before being archived, or simply archived into the content repository directly if they were indexed at the time of scanning by the remote user. The web-based capture client is extremely easy to use, and is designed for those people who’s function is not back-office related. For processes such as Accounts Payable or expense reporting, a distributed capture solution can shave days off cycle times and lower mailing costs, as invoices and receipts can be captured at the time of receipt at remote locations, with no time or money spent shipping paper documents to a central office.
  • For the highest level of capture automation, Oracle Content Management offers cutting-edge intelligent document recognition (IDR) technology to automatically extract data from captured invoices, thereby eliminating manual data entry. Essentially, when an A/P clerk logs in to the Financials system, all invoice header and line item will be pre-populated, so there is no need to “key from image”. Unlike other template-driven IDR solutions, Oracle Content Management is a truly intelligent system that is pre-configured to process any kind of invoice. Oracle Content Management’s recognition automatically captures information by intelligently locating the data within the document wherever it is, and whether or not the system has processed invoices from that vendor before. The system is able to extract line item detail from an invoice, and even better, do line item pairing to match specific items to those on a corresponding PO. The result is a consistently high accuracy rate of data extraction that dramatically decreases the need for human intervention to correct errors and resolve exceptions. There are 3 steps to the forms recognition process: Classification: Oracle Content Management’s forms recognition solution is able to identify any type of document, based upon a minimal learn set that has been configured on the system. From there. It’s auto-learning capability takes over and can adapt as new vendors are added or an existing vendor changes their invoice layout, Oracle Content Management can typically extract data from these new document formats without additional configuration. Extraction : Oracle Content Management’s forms recognition solution can perform both invoice header and line item extraction. This inherent ability enables Oracle’s invoice processing solution to provide 2 and 3-way matching of invoice information to a purchase order and delivery receipt, and the ability to process partial payments by pairing line item information with associated purchase order details. It is also language independent, supporting a wide variety of languages. Validation and Matching : Oracle Content Management’s forms recognition solution quickly and accurately reconciles unstructured data to structured data. This includes matching invoice line items to corresponding purchase order line items, as well as vendor address to a valid vendor ID in the vendor master file. Leveraging its unique fuzzy searching capability, this matching can be accomplished even when the extracted data does not exactly match existing ERP data, or when words are truncated or misspelled.
  • In addition to business process efficiency, one of Oracle ECMs key benefits is as a content management solution. Of course, there are the obvious benefits derived from being able to clear out rooms of paper storage and centrally store billions of documents in one system, but there’s also the added benefit of information lifecycle management. From the time of capture, right through to archive and deletion, ECM gives you the flexibility to attach configurable storage and security policies to content. For example, for invoices you can set metadata to determine how long the documents will be stored for and on what storage device, and even who will be able to access and view them. The ability to move imaged documents over storage devices as needed maximizes the use of your infrastructure and ultimately lowers its total cost of ownership.
  • Once imaged documents have been committed to ECM, ECM then pushes them through to Oracle E-Business Suite with whatever metadata have been attached to documents via the capture process. With the ECM integration, native E-Business Suite UI functions are leveraged to ease user adoption and accelerate processing. For example, to call up an invoice via the Payables Workbench, icons such as the zoom key or the paperclip attachment are used to expose the image. Additional menu items can be added to the Workbench UI such as ‘Search Vendor Documents’, which exposes the ECM concept of Saved Searches, where all imaged documents with shared criteria will be available for access from one virtual folder. For example, if you search on a vendor name, it will display all documents stored in ECM; invoices, contracts, purchase orders and so on. The final piece of UI integration comes by way of a task viewer and a task list to work through lists of images such as invoices. It includes process related and exception handling commands to facilitate faster and more efficient processing; these commands are provided via out-of-the box solution templates that are fully customizable based on a specific customer use case. We’ll cover more about these solution templates when we look at the E-Business Suite Adapter for ECM.
  • So we have defined Enterprise 2.0 and we’ve discussed why organizations need Enterprise 2.0. I just introduced Oracle’s Enterprise 2.0 solutions, so now let’s look at how actual customers are using Enterprise 2.0 in their organizations.
  • Earlier in the presentation, we talked about accounts payable being a popular choice when it came to image enabling the process. So it only makes sense that we talk about a customer that experienced success image enabling their A/P process. And the customer profiled here is Centro Properties Group. Centro Properties Group is one of the nation’s largest real estate companies, focusing on the ownership, management, and development of community shopping centers. Centro faced a number of challenges with its inefficient accounts payable process. Invoices were received at many locations around the country and then mailed to the corporate office in New York, resulting in invoices that could be up to 20 days old. This delayed approvals and led to late payments. Their solution was to implement Oracle Imaging and Process Management to image-enable the A/P process and integrate it with their JDEdwards Enterprise One Financial Management system. Centro also now has all invoices being mailed directly to corporate for processing. By image-enabling the process, invoice images residing in Oracle I/PM can be quickly distributed amongst team members for review and approval. This has reduced their A/P billing cycle by more than 20 days and their billing cycle by months. Because of the expedited approval process, Centro is no longer dealing with an abundance of late payments, and the more efficient process has saved them about $100,000 annually as even though their invoice volumes have increased they haven’t had to increase staff levels. Furthermore, A/P managers now have better visibility into the process and can obtain volume metrics and make better decisions about staffing levels.
  • This integration strategy has proved at one such customer – Embry Riddle Aeronautical University - who was dealing with the pain of re-implementing and reconfiguring their A/P imaging system every time they upgraded their Oracle E-Business Suite Financials system. This was getting more and more costly has consultants had to be called in frequently to make the system work again with their current EBS version, and every time they wanted to apply a change to the system, such as a workflow change, they had to call in a consultant. They were pretty much kept in the dark regarding the integration points, and with no in-house knowledge of the integration their support costs just kept growing and growing. The solution was to replace their current A/P imaging system with Oracle Imaging and Process Management, and integrate I/PM with Oracle E-Business Suite R12. Embry-Riddle saw the value in how I/PM was integrated with E-Business Suite (a loosely-couple, SOA-based integration) and how it would not have a propensity to break during E-Business Suite upgrades. Also, they were able to take control of the integration themselves and configure it accordingly, all white getting complete sales and technical support – from content management through to their financial application – all from Oracle.
  • Arcturus Realty is another great example of integrating Enterprise 2.0. They had business problems around r eport compilation, which was a manual based effort due to differing origins of individual reports. They also faced disjointed collaboration between groups, which leadto missed timelines and finger pointing. Finally, the delivery of reports was taking significant amounts of time, resulting in lost man hours due to inefficiencies in task resourcing/ management. Arcturus decided on a combined solution from Oracle where they l everage Oracle BPEL PM, Oracle WebCenter Framework & Services, Oracle BAM & Oracle BI Publisher. It’s a composite application that provides property managers with summaries of financial statements, leasing & occupancy statistics and is tied in directly with JD Edwards into the composite dashboard. Arcturus has seen significant results including an improved accounting approval workflow by 65%, the total report cycle per report reduced by 40% and they achieved an estimated ROI – less than 2 months.
  • British Telecom was faced with over 10,000 real estate properties worldwide that they needed to procure goods and services for. They also had a need to consolidate and manage over 400 disparate, heterogeneous systems covering finance, HR, risk, project management and sought for custom functionality beyond Oracle Applications. BT now has a composite application interface using WebCenter on top of ADF, SOA Suite, IDM, BI and integrated with EBS, Siebel and PeopleSoft. They were able to retire 46 legacy apps, increasing ‘right first time’ scores, dramatically improving user experience scores and have a more agile development & delivery environment: “BT Uni-App Framework” used to dramatically improve IT response times for new business requirements. Finally, the flexible composite apps UI enabled cost-effective “white space” development for new requirements.
  • Wind River needed to replace an Online Customer Support Application built on PHP, PERL and CGI and integrate with multiple systems including Oracle eBS and iSupport. They also had no clear view of customer. Wind River now has a personalized customer online experience based on the product and services relevant to their profiles. There are composite applications with eBS functionality surfaced as ADF components and related content from UCM through WebCenter with an extensible Enterprise 2.0 platform to rollout out discussions & wiki & blogs. Some of the results they have seen include improved customer experience leading to increased customer loyalty, increased customer satisfaction from 47% to 82% and a flexible infrastructure leading to fast upgrade time and lower TCO.
  • Schneider National was faced with transportation management info being held in isolated systems and their Sales tracking management was not integrated with transportation management. Also, they were often involved with Ad-hoc interactions that were currently being kept separate from other systems. Schneider now uses WebCenter Suite where their ad-hoc processes are tied into a simplified, dynamic UI and there is a Targeted UI across eBusiness Suite Transportation Mgmt & Siebel CRM. They are also using WebCenter Spaces for delivering executive dashboards to view key applications systems. The solution has an easy, fast lookup interface for drivers and staff to provide instant information on shipments and they have currently rolled this out to over 900 top executives to drive business goals.
  • Just to quickly recap what I’ve talked about today.
  • Oracle offers a complete Enterprise 2.0 platform, allowing you to integrate Enterprise 2.0 capabilities throughout all Oracle Technology. This is delivered by Oracle WebCenter, Oracle Content Management and Social Computing Services. In addition, you are able to enable Oracle Applications with Enterprise 2.0, as we've seen in many of the examples today to improve business processes, user experience and collaboration. This is all offered to you from the most complete, enterprise-grade platform for Enterprise 2.0.
  • At this point I’ll take any questions you might have. I do encourage you to check out our Enterprise 2.0 blog where you can get frequent updates on what’s happening with Oracle’s Enterprise 2.0 solutions. I also invite you to take a free assessment where you can determine your readiness to incorporate Enterprise 2.0 into your own organization. The tool walks you through and helps answer your questions surrounding Enterprise 2.0. Thank you for your attendance today!
  • Transcript

    • 1. Enterprise 2.0 for Business Applications Jaime Cid http://jaimecid-oracle.blogspot.com @jaimecid July 2010
    • 2. Agenda
      • Why Enterprise 2.0 for Business Applications?
      • Oracle’s Enterprise 2.0 Offering
        • WebCenter Integration with Applications
        • UCM / IPM Integration with Applications
      • Oracle Enterprise 2.0 in Action
      • Summary
      • Q & A – Additional Resources
    • 3. <Insert Picture Here> Why Enterprise 2.0 for Applications?
    • 4.
      • Enterprise 2.0 = Web 2.0
      • + Enterprise Content
      • + Data & Services
      • + Enterprise Apps
      • + Social Networks & Groups
      Enterprise 2.0 Enterprise 2.0 Working Definition data apps contacts content
    • 5. Enterprise 2.0 in the Workplace Use Cases
    • 6. The reality today People fill gaps between processes and systems Initiate Order Check Customer Info Enter Items and Prices Credit Check Create PO? Provide Payment Submit Order MDM Hub From ERP Check Price in ERP Authorize Discounts Yes No Credit Info from ERP Authorize Payments Order Fulfillment Invoicing CRM ERP
    • 7. E2.0 Fills Business Process Gaps Order Processing Initiate Order Enter Items and Prices Credit Check Create PO? Provide Payment Submit Order CRM Check Customer Info Yes No Discount Requested Authorize Discounts G A P S
      • Store
      • Access and Share
      • Collaborate
      MDM Hub Check Price in ERP Credit Info from ERP Authorize Payments Order Fulfillment Invoicing ERP E2 0
    • 8. Enterprise 2.0 for Business Processes Connecting People, Content , Apps & Processes Enterprise 2.0 is the use of Web 2.0 tools and technologies in the workplace that empower end users to collaborate more effectively, find and share information in the proper context, and improve the business processes in which they work.
    • 9. <Insert Picture Here> Value Drivers for building Mashups for Composite Enterprise Applications
    • 10. Value Drivers for Business Users
    • 11. Value Drivers for IT Organizations
    • 12. <Insert Picture Here> Value Drivers for Managing the Enterprise Content Lifecycle
    • 13.
      • Companies spend $20 in labor to file a document, $120 to find a misfiled document and $220 to reproduce a lost document
      • 79% of companies have 2+ repositories and 25% have 15+ repositories
      • 42% of transactions are still paper-based
      Why Enterprise 2.0 for Applications? Manage the Entire Document Lifecycle Publish Create Index Store Retain Cleanse Search Distribute Version Capture Manage
    • 14. <Insert Picture Here> Oracle Enterprise 2.0
    • 15. Oracle Enterprise 2.0 Solution Enterprise 2.0 Platform Oracle WebCenter Suite Integration Infrastructure Search Web Services Adapters Content SOA & BPM Oracle WebCenter Services Third party repositories CRM ERP Legacy Applications BI Data Sources Enterprise Portals Team Spaces Dashboards Composite Apps & RIA Collaborative Applications Multi-Channel Access Oracle Content Management Identity Management
    • 16. Leadership in Enterprise 2.0 Industry’s Most Comprehensive Enterprise 2.0 Platform
      • Unified Enterprise 2.0 platform for enhanced user productivity
      • Integrations with Oracle Applications for improved business process agility
      • Flexible and open to maximize existing IT investments
      • The most scalable and reliable infrastructure to support business growth while mitigating risk
      • Enterprise Portal
      • Enterprise Content Mgmt.
      • Enterprise Records Mgmt.
      • Web Content Management
      Gartner MQ LEADER
      • Enterprise Portals
      • Conventional Web Platform
      • Web Content Management
      • Enterprise Content Management
      Forrester Wave LEADER
    • 17. <Insert Picture Here> WebCenter Integration Options with Enterprise Applications
    • 18. Oracle WebCenter with Oracle E-Business Suite JPDK Portlets Portlet Generator (EBS 12.1+) Web Services JSR 227
    • 19. E-Business Suite
      • 11i
        • Integration based on JPDK
        • Can be consumed by Oracle Portal
        • and WebCenter
      • 12.1+
        • JSR 168/WSRP 1.0
        • Can be consumed by Oracle Portal,
        • WebCenter, WLP and WCI
    • 20. EBS 12.1+ Portlet Generator JDev OA Extensions Business Services OAF Web Providers Portal Portlet Generator Business Service Generator OAF Applications Portlets ISG WSA BPEL, BAM
    • 21. Oracle WebCenter with PeopleSoft JPDK Portlets (PT 8.46) WSRP Portlet (PT 8.48+) Web Services JSR 227
    • 22. Oracle PeopleSoft
      • PeopleTools 8.46
        • Pagelet Wizard Portlets
        • Simple Web-based tool for generating “pagelets
      • PeopleTools 8.48
        • WSRP Portlets
        • Identity propagation via
        • WS-Security
    • 23. PeopleSoft Application in WebCenter WSRP Portlet
    • 24. Integration via Web Services
    • 25. Oracle WebCenter with Siebel Web Services Siebel Web Engine WebCenter Services in Siebel 8.1+ JSR 227
    • 26. Siebel Integration using Web Service Interface
        • Web Services
        • Siebel Web Engine
    • 27. Siebel 8.1 Self Service Technology Stack JSF / ADF Faces UIs Browse ADF Model Data Controls ADF Business Components Products_VO Cache Java Object Cache Products, Class Session Cache SR_VO Database Siebel Application Servers Bus Object/Bus Component SWE Business Services Web Services Jdeveloper / ADF View Controller Model ( JSR 227) Business Services Products Browse Categories JSF Controller Siebel Tools / Stack Oracle WebCenter
    • 28. Oracle WebCenter with JDE FDA based Portlets (8.95+) Web Services JSR 227
    • 29. Oracle WebCenter with Oracle Agile Web Services JSR 227 *Samples shipping with Agile 9.3
    • 30. Oracle WebCenter with Oracle Retail (Retek) Web Services JSR 227 Retail Workplace Dashboard
    • 31. Oracle WebCenter Suite for Mobile
        • Build custom mobile applications using ADF mobile and WebCenter REST infrastructure
        • Connect and collaborate with others anywhere with the WebCenter Spaces iPhone application
      • Intuitive, task-focused user interface designed for mobile devices
      • Expedite workflow processes by allowing users to create expense reports and send for approval from a mobile device
      • View and update customer contact details in the context of your CRM applications
    • 32. <Insert Picture Here> Oracle Content Management (UCM) with Enterprise Applications
    • 33. Oracle Content Management Integration Infrastructure Search Web Services Adapters EAD SOA & BPM Core Content Services Third party repositories CRM ERP Legacy Applications BI Data Sources Enterprise Portals Team Spaces Dashboards Composite Apps & RIA Collaborative Applications Multi-Channel Access Identity Management Capture Web Content Management Archiving Imaging Oracle Content Management Digital Asset Management Document Management Information Rights Management Records & Retention
    • 34. Siebel Adapter for UCM
    • 35. Oracle Content Management for Siebel Seamless access to content from within Siebel
      • ‘ Managed Attachments’ iFrame displayed from within the Siebel UI
      ECM check-in dialog launched from button within Managed Attachments > >
    • 36. Seamless UI Integration Advanced ECM functionality from within Siebel
      • Check-in and attach content
      • Auto-convert to PDF, HTML, TIFF
      • View attachments and metadata
      • Edit documents using native apps
      • Automatic versioning upon save
      • Update metadata
      • Attach existing UCM content
      • Detach content
      • Delete attachment revisions
      • Invoke content-centric workflows
      • Publish content to web sites, portals
      • Access content via desktop integration
    • 37. Siebel Adapter for Oracle UCM Architecture UCM Database Siebel Table Siebel Views Applets Business Components Oracle UCM 10g Standard UCM Components (CMU, YUI, COAO, WebDAV) Standard UCM Document Management, Search, etc. Siebel Integration, Siebel Search Display, CMU Bundle Siebel iFrame Symbolic URL UCM dynamic URL Siebel-UCM search results web page
    • 38. Siebel Adapter for UCM Certifications – additions highlighted in red
      • The Siebel Managed Attachments solution now supports the following Siebel entities out-of-the-box:
        • Account
        • Asset
        • Contact
        • Order
        • Project
        • Service Request
      • Siebel version support
        • 7.8.2, 8.0.0 and 8.1.1
        • SIA and SEA
      • Universal Content Management version support
        • UCM 10gR3 v10.1.3.4.1 or higher
        • Activity
        • Call Report
        • Claim
        • Opportunity
        • Quote
        • Case objects (8)
    • 39. Siebel Adapter for UCM New Features and Functionality
      • Scanning
        • ODDC integration
      • Advanced Search
        • Search within
      • UI Enhancements
        • Attachments results pagination
        • Column resizing
        • Siebel UCM template changes
        • SiebelDisplayMode URL setting
      • New Optional Components
        • SiebelSearchExtension – lists attachments not yet released
        • SiebelSearchExtraParams – allows passing of additional metadata
      • Internationalization
        • Localization by services or customer
      • Configurability/Customizability
        • Buttons, columns and colors
      • Performance enhancements
    • 40. Siebel Adapter for UCM Scanning with Oracle Distributed Document Capture Scanned Image Indexing before Automated Check In to UCM and Attachment to Siebel Document Classification Maps to Scan Profile
    • 41. Siebel Adapter for Oracle UCM Leverage the Oracle Fusion Middleware Stack
      • Oracle (Distributed) Document Capture:
        • Scan documents centrally or from remote locations
        • Commit imaged docs with indexed metadata to UCM
        • Expose imaged attachments from within Siebel
      • Oracle BPEL Process Manager for high-end workflow requirements
      • Oracle Universal Records Management for meeting compliance requirements
      • Oracle UCM / URM for long-term document archiving:
        • UCM Inbound Refinery automatically creates PDF or PDF/A rendition of Siebel documents for long-term access
        • Older Siebel documents requiring long-term retention archived from UCM to URM
    • 42. Siebel Adapter for Oracle UCM Leverage the Oracle Technology Stack
      • Oracle WebCenter, Oracle Portal, Oracle Web Content Management:
        • Easily deliver Siebel content to customers, partners and suppliers
      • Oracle Real Time Decisions:
        • Business decisions based on real-time content
        • Present relevant call center solutions
          • Reduce total time to resolution
        • Deliver appropriate options for new business opportunities
          • Web site or email advertisements based on Siebel data
      • Oracle Database 11g Secure Files:
        • Automated Compression
        • De-duplication
        • Ease of Backup and Disaster Recovery
      • Oracle AutoVue:
        • View, access and share any document type
        • Communicate feedback in the context of documents
        • Capture a permanent audit trail of decisions, changes and approvals
    • 43. E-Business Suite Adapter for UCM
    • 44. E-Business Suite Adapter for Oracle ECM Attachments Solution
      • Ad-hoc attachments:
        • Replace native application attachment document stores
        • View and attach documents associated with application entities
        • Provide enterprise class scalability and functionality
        • Leverage application content throughout the enterprise
      • Supports any forms-based E-Business Suite application, but…
      • Imaging solution is better suited for Financials and some HR processes
      • Key focus markets for attachments:
        • Procurement Contracts
        • Order Management
        • Asset Management
        • Employee Records
        • Case Management
        • Account Opening
      • Certified with E-Business Suite 11.x, 12.0.4+, 12.1.1+
    • 45. EBS Adapter for ECM - Attachments Easy access to attachments stored in UCM
      • View/Edit Attachments
      • Check-in, Scan, etc.
      • Managed Attachments UI is
      • launched from EBS to:
    • 46. EBS Adapter for ECM - Attachments Document Management functionality for EBS users
      • Check-in and attach content
      • Auto-convert to PDF, HTML, TIFF
      • View attachments and metadata
      • Edit documents using native apps
      • Automatic versioning upon save
      • Update metadata
      • Attach existing UCM content
      • Detach content
      • Delete attachment revisions
      • Invoke content-centric workflows
      • Publish content to web sites, portals
      • Access content via desktop integration
    • 47. EBS Adapter for ECM Scanning with Oracle Distributed Document Capture Scanned Image Indexing before Automated Check In to UCM and Attachment to EBS Document Classification Maps to Scan Profile
    • 48. UCM Database AF Table Secure Web service call sends EBS context Buttons or icons invoke UCM Check-in, Info, Edit, Update, Scan, etc. URLs 1 4 5 EBS Adapter for ECM - Attachments Productized, Loosely-coupled, Configurable 2 3 Secure RIDC call sets EBS entity access AF = Attachments Framework AXF invokes AF UCM URL via EBS UCM displays document list with links to web viewable renditions Oracle UCM 10g Standard UCM Components (CMU, YUI, COAO, WebDAV) Standard UCM Document Management, Search, etc. AF ECM Integration, AF CMU Bundle E-Business Suite Custom.PLL AXF_Custom.PLL Transaction Tables EBS Config AXF Config AXF App Server AF List Documents Service AF Grant Access Service
    • 49. UCM & Application Adapters (Demos)
      • http://delicious.com/jaimecid/demos+ucm+adapter
    • 50. Oracle Content Management for Mobile
      • Mobile users can easily view Web content as well as native documents converted to HTML
      • Provide correct ‘look and feel’ of content with appropriate region templates
      • Expedite accounts payable processing by providing mobile A/P associates with approvals notifications and links to invoice images
      • Ensure accuracy of sales proposals by providing mobile CRM users with access to content from centralized content repository
    • 51. Application Adapters for Oracle ECM Open, flexible integrations with Oracle Applications
      • Provides a generic integration with Oracle Apps enabling customers to content-enable any application module
      • Solutions:
        • Imaging: Integrated document capture, imaging & workflow within applications to get rid of high volumes of paper and accelerate back-office processes
        • Attachments: Integrated document attachments within applications to streamline ad-hoc / collaborative processes and consolidate content silos
      • Components:
        • Application Extension Framework (AXF): Lightweight infrastructure designed to enable access to content and content-centric workflow tasks to easily extend the functionality of business applications
        • Application Adapter for AXF: Generic meta-data driven plug-in for each application that passes user context and associated metadata to AXF
    • 52. PeopleSoft Adapter for Oracle ECM Imaging Solution
    • 53. PeopleSoft Adapter for Oracle ECM Imaging Solution
      • Can support any PeopleSoft application, but key imaging markets include:
        • Financials:
          • Accounts Payable, Accounts Receivable, Expense Management
          • Adapter augmented by customizable solution templates
        • Human Resources:
          • Employee On-boarding, Benefits
          • Adapter workflow configurations provide most required functionality
        • Campus Solutions:
          • Student On-boarding, Financial Aid
          • Image enablement integration can be provided through configuration (similar to HR solution)
      • Certified with PeopleSoft 9.0 / PeopleTools 8.49
    • 54. PeopleSoft Adapter for Oracle ECM One-click access to imaging functionality
      • Oracle I/PM is launched
      • from PeopleSoft UI to:
        • Access task lists
        • View task and image
        • Key from image
        • Resolve exceptions
        • etc.
    • 55. PeopleSoft Adapter for Oracle ECM Productized, Loosely-coupled, Configurable AXF Config Transaction Tables I/PM Metadata BPEL Database PSFT Config NAS/SAN AXF PS Objects Integration Broker Components, Pages, Sub Pages PeopleSoft Oracle Application Server Oracle I/PM 10g AXF BPEL Viewer, Web Services Document Management, Search etc Ad-Hoc Capture (ODDC) Batch Capture (ODC)
    • 56. E-Business Suite Adapter for Oracle ECM Imaging Solution
    • 57. Financial Management’s Paper Problem Money doesn’t grow on trees :)
      • Paper is an essential part of many financial processes
      • Paper introduces inefficiencies that increase costs (storage, productivity, transportation, auditing)
      • Paper-reliant processes are well defined but cannot be automated (no scalability, no visibility)
      • Key examples: Accounts Payable, Travel & Expense
    • 58. Oracle ECM & E-Business Suite One integrated system for end-to-end invoice processing Workflow & Monitor Extract & Index Capture Approve Access Store Invoices Scanned Centrally or Remotely Data extracted & Sent to E-Business Suite Invoices Stored in Central Repository Invoice Images & Data Accessed via E-Business Suite DAY 1 Exception Handling Workflows & Real-time Monitoring Automated Approvals DAY 2-5 DAY 5-7
      • Decrease storage, transportation and labor costs
      • Streamline procure-to-pay operations
      • Improve process visibility
      • Strengthen financial controls
      • Maximize your E-Business Suite investment
    • 59.
      • Import paper documents, emails, faxes and electronic documents
      • Barcode recognition captures key data (i.e expense reports)
      • Assign invoices by region or priority level (or customize as needed) for routing to E-Business Suite
      • Auto-archiving of invoices to content repository
      • Supports all enterprise scanners ( Adrenaline and ISIS)
      Batch Document Capture High volume scan & index
    • 60.
      • Reduce inter-office shipping costs
      • Decrease processing times with ad-hoc scanning capability
      • Index invoice data remotely or centrally
      • Support for desktop scanners (TWAIN) or Multi-Function Devices (MFDs)
      Distributed Document Capture Web-based scan & index for remote workers
    • 61. Intelligent Forms Recognition Extract invoice data without templates
      • Minimize errors and decrease labor costs (no keying from image)
      • Process thousands of invoice formats with no templates
      • Extract invoice header and line data and match with POs
      • Classify:
      • Content-based recognition & sorting
      • Document agnostic
      3
      • Extract:
      • Context-based data extraction
      • Validate and Match:
      • Leverage ERP data
      • Fuzzy search for fault tolerant data validation
      1 2 3 1 2 3 1 2 3
    • 62.
      • Oracle’s Approach:
      • Learns context around invoice data
      • No need to explicitly define templates
      • A few invoice examples enable processing of thousands
      • Unmatched line-item table extraction
      Intelligent Forms Recognition A superior learning based solution
    • 63. Oracle Forms Recognition Process Flow Capture OCR Classify Extract Export Oracle Forms Recognition Output ECM Verification Validate Reporting
    • 64. Oracle Forms Recognition Process Flow Capture OCR Classify Extract Export Oracle Forms Recognition Output ECM Verification Validate Reporting ODC IPM BAM Runtime Service Verifier
    • 65. Enterprise Image Archiving High volume, configurable storage
      • Very high volume document storage
        • Managed in applications for security and behavior
      • Configurable storage policies:
        • Leverage fast storage when needed
      • Cross application and secured saved searches
      Magnetic SAN, NAS SnapLock
    • 66. Tightly Integrated UI One-click invoice access from Financials
      • Retrieve invoices
      • Access work lists
      • Resolve exceptions
      • Annotate invoices
      • Markups individually secured
      • No changes to original document
      • Viewer supports 400+ formats
      Image Viewer and Task List launched from Financials UI to:
    • 67. Enterprise-class FMW Infrastructure I/PM 11 g ported to Java/WLS
      • Support for more heterogeneous IT environments:
        • Porting to Java and WLS
        • Broad directory support and SSO through FMW infrastructure
      • Leverage Content Server for metadata and document storage:
        • Shared repository services across document management & imaging
        • Access all documents through I/PM application integrations
        • Expose images through websites, portals enforcing I/PM restrictions e.g. redactions
      • Embedded workflow capability from BPM Suite
      NEW 11 g ERP WEB PORTAL CONTENT SERVER IMAGING & BPM
    • 68. Enhanced User Experience Fully localized UIs; new image viewers NEW 11 g
      • Advanced – Java applet plug-in:
        • Annotations: text, rectangles, lines, notes, redactions, stamps
        • Document conversions/ rendering occurs on the server
        • No annotations/redactions are burned into rendition
        • Simplified annotation security:
          • Regular / Restricted / Hidden
      • Modernized, Localized UIs:
      • Fully translated & accessible with cross-browser support
      • New Image Viewers with simplified security model:
      • Basic – HTML (zero footprint):
        • Leverages Outside In rendering technology; no annotation capabilities
    • 69. Workflow Solution Task List Application Integration Solution Images ERP Lookups, Updates Human Workflow Workflow Task Task Viewer Application Adapter for ECM ERP Events ERP UI Application Adapters for ECM Productized, open integrations
      • URL tools and comprehensive web services
      • Updated application integration framework
      NEW 11 g
    • 70. <Insert Picture Here> Oracle Enterprise 2.0 in Action
    • 71. Streamline Accounts Payable Processing
      • Business Problem:
        • Invoice processing delays due to mail lag
        • Delayed approvals process
        • Difficult to find and retrieve
      • Oracle Solution:
        • Oracle Imaging and Process Management
        • Oracle JDEdwards Enterprise One Financial Management
      • Results:
        • Reduced A/P cycle by 20+ days, reduced billing cycle by months
        • Savings of $100,000 annually
        • Developed work volume metrics and make more informed decisions about staffing levels
    • 72. Decrease Costs and Risks of Imaging Integration
      • Business Problem:
        • Competitive A/P imaging integration “broke” during EBS upgrades
        • Recurring consulting fees
        • No in-house integration knowledge
      • Oracle Solution:
        • Oracle Document Capture
        • Oracle Imaging and Process Management
        • Oracle E-Business Suite R12 Management
      • Results:
        • I/PM integration does not break during EBS upgrades
        • Changes to system can be made in-house
        • Simplified, more-timely sales and technical support
    • 73. Increase Process Insight via Real-Time Financial Reports
      • Business Problem:
        • Report compilation largely a manual based process
        • Disjointed collaboration between groups
        • Inefficiencies in task resourcing & management
      • Oracle Solution:
        • Oracle WebCenter Framework & Services
        • Oracle BAM, BPEL, BI
        • Oracle JDEdwards Enterprise One Financial Management
      • Results:
        • Improved accounting approval workflow by 65%
        • Total report cycle per report reduced by 40%
        • Estimated ROI – less than 2 months
    • 74. Easy Access to Multiple Applications from Single User Interface
      • Business Problem:
        • Procurement of goods and services for over 10,000 real estate properties worldwide
        • Consolidate and manage over 400 disparate, heterogeneous systems
        • Need for custom functionality beyond Oracle Apps
      • Oracle Solution:
        • Oracle WebCenter Suite
        • Oracle SOA Suite, IDM, BI
        • EBS, Siebel and PeopleSoft
      • Results:
        • Retired 46 legacy apps
        • Improve IT response times for new business requirements
        • Flexible composite apps UI enabled cost-effective “white space” development for new requirements
    • 75. Enhance Customer Service & Support
      • Business Problem:
        • Replace an Online Customer Support Application built on PHP, PERL and CGI.
        • Integrate with Oracle eBS and iSupport.
        • No clear view of customer
      • Oracle Solution:
        • Oracle WebCenter Suite & Services
        • Oracle Universal Content Management
        • Oracle E-Business Suite
      • Results:
        • Improved customer experience leading to increased customer loyalty
        • Increased customer satisfaction from 47% to 82%
        • Flexible infrastructure leading to fast upgrade time and lower TCO
    • 76. View Key Performance Indicators with Managerial Dashboards
      • Business Problem:
        • Transportation management info held in isolated system
        • Sales tracking management not integrated with transportation management
        • Ad-hoc interactions kept separate from other systems
      • Oracle Solution:
        • Oracle WebCenter Suite
        • Oracle E-Business Suite Transportation Management
        • Oracle Siebel CRM
      • Results:
        • Deliver executive dashboard to view key applications systems
        • Easy, fast lookup interface for drivers and staff to provide instant information on shipments
        • Rolled out to over 900 top executives to drive business goals
    • 77. <Insert Picture Here> Summary
    • 78. Enterprise Grade: Oracle Enterprise 2.0
      • Integrate Enterprise 2.0 capabilities throughout all Oracle Technology
        • Delivered by Oracle WebCenter, Oracle Content Management and Social Computing Services
      • Enable Oracle Applications with Enterprise 2.0
        • Enhance Application Unlimited solutions today
        • Foundation for next generation Oracle Applications
      • Deliver the most complete, enterprise-grade platform for Enterprise 2.0
        • Secure, Reliable, Scalable
    • 79. <Insert Picture Here> Q&A – Additional Information
    • 80. Questions?
      • Oracle’s Enterprise 2.0 blogs:
        • http:// blogs.oracle.com/enterprise20
        • http://blogs.oracle.com/e20iberia /
        • http ://jaimecid-oracle.blogspot.com
      • Enterprise 2.0 presentations:
        • http :// www.slideshare.net/tag/enterprise20spain
        • http :// delicious.com/jaimecid/oracle+enterprise2.0
    • 81. For More Information search.oracle.com or oracle.com
    • 82.