© 2010 wind river systems, inc. 1 customer support portal empower customers with a highly...

1 © 2010 Wind River Systems, Inc.

Customer Support Portal

Empower Customers with a Highly Integrated

Context-Rich Support Portal

Yihong Xu Rao Kondapaka

IT Web Architect Project Manager

[email protected] [email protected]


Agenda

• Introduction of Wind River Systems

• Business requirements for new customer support portal

• Project overview

• Features of the new customer support portal

• Implementation of solutions

• ROI metrics

• Q & A


Wind River Systems

• World leader in Device Software Optimization (DSO)

Wind River enables companies to develop, run and manage device software faster, better, at lower cost and more reliably.

• Flagship product: VxWorks real-time operating system– Mars Land Rover– Boeing 7E7 Dreamliner Common Core System

• Complex products– Complex customer support issues– Expensive cost to service each customer support call


Previous Customer Support Portal Issues

• 15 years old

• Collection of legacy web applications built and cobbled together over time– Tribal knowledge lost over time

– Difficult to upgrade

– Architecture grew organically and highly complex over time

– Applications built with old versions of Perl, PHP, JSP, Apache

– Poor performance


Previous Customer Support Portal Issues (cont.)

• On-line Support (OLS) content manually maintained by OLS business team– Different manual publish process

– Content authors unable to publish content directly

– Product Releases a major headache

– Difficult to keep content up-to-date

• Difficult to find relevant content– No ERP integration -> hard to know their products and issues

– Navigation confusing, by Product Family


Business Drivers

• Customer complaints & dissatisfaction– Happy customers buy more software

• Drive self-service– Find answers to their own questions

– Increase Customer Satisfaction

– Help drive down internal cost

• Upsell Customer Support opportunities– Sell more product support


Project Phoenix: OLS is Reborn!

• Timeline: 5 months– Early July 2008 kick-off– Go-Live December 14th

• Partner with Oracle Consulting Services (OCS)

• Scope– Implement Oracle WebCenter Suite as our portal platform– Implement Oracle Universal Content Management (UCM)– Improve user experience!!– Personalize the customer experience

• My Licenses• My Products• Integration with Oracle ERP

– Integrate with Knowledge Base (Knova)


Issue and Solutions

No centralized content repository and manual publishing process

Difficult to find relevant content

Outdated infrastructure

Oracle Universal Content Management

Personalization

Platform for future growth


OLS Homepage


Personalizations

• Know Thy Customers!– Know who they are when they log in– Know what they own

• OLS shows you content relevant to what you own– You don’t have to search for it

– My Licenses, My Products portlets

• Key: Integrate with your ERP/CRM– Uncover valuable knowledge about your customers from your OLTP

system

– Products/Sales Orders/Service Contracts/Install Base


Personalizations

• Personalized Navigation Use Case

– I have an issue with my Wind River Compiler

– I’m not sure what version of Wind River Compiler I have.

– To research my issue, how can I find all the content relevant to my version of the Compiler and all the bugs associated with it?


Personalizations

Personalized Navigation Use Case


PersonalizationsMy Products


PersonalizationsFind all Defects/SPRs for my Compiler 4.4


Personalizations


PersonalizationsFind all downloads (patches) for my Compiler 4.4


PersonalizationsFind all manuals for my Compiler 4.4


PersonalizationsOne Click to find all content relevant to the products I own!

No need to search/navigate OLS!


Updated Product Navigation

• Parametric Search– Search by Technology / Product / Version / Component

– How developers use and think of our products

– Transform/map from ERP product hierarchy



• Parametric Search– How do I find all the content for Compiler 4.4?

1. Select Technology 2. Select Product



3. Select Version



My Alerts

• Alerts Subscription


My Alerts - Defects


My Alerts - Content

My Alerts made possible since all content is mapped to the OLS product hierarchy


User Simulation

• Support Engineers can simulate a customer– Enter their user id


User Simulation

Support Engineer employee [email protected] (Nam Doan-Huy) is now simulating customer [email protected]!

mailto:[email protected]


Elements of OLS

UCM

Integration

Web CenterSuite

Security


Online Support Logical Architecture

Oracle WebCenter 10g

WebCenter Applications

ADF JSR-168 Portlet

Portlet Application

Struts 2 Framework

J2EE Web Application

UCM 10g

CIS

Product mappingAlerts

RegistrationDefects

OLS Data DB

TopLink

ERP (EBS)

ClearQuest

CQ APIs

ReplicationKnowledge DataIndex

Knowledge MAP

Knova Knowledge Base

Widget

Content Crawlers

Content Crawlers

Oracle SSO


Content Management

• Implement Oracle Universal Content Management (UCM) for managing content– Centralize content

– Versioning

• Key functionality delivered by UCM– Enabled content contributors to publish content directly to OLS

– Enabled OLS to differentiate content according to customer levels

– Enabled mapping between content to ERP product hierarchy


UCM Publishing Flow

UCM Preview Automated Replication

Web CenterPreview

UCM Production

Web Center Production

Create new content using UCM templates

- Preview contents- Approve content using workflow

Content Contributor

Content Approver

OLS users


Web Center Suite

Oracle Web Center Framework

Oracle HTTP Server

OC4J_WebCenter OC4J_Porlets

JSP

JSR-168 Portlet

Portlet App

Spring

Webcenter App

ADF Faces

ADF Controller

ADF Model Data Bindings/ Data Control

Spring Bean Container

CIS

Spring Bean ContainerToplink

JSP

Struts 2 Controller

Web App

Spring Bean Container

ToplinkEJB

EJB TopLink LDAP

LDAP


Security – Entitlement

• Three customer “entitlement” levels, the more you pay, the more you see

– Basic– Maintenance– Premium

– Employee

• Entitlement is determined by license number– OLS checks the license with ERP to determine entitlement level


Security Model in WebCenter and UCM

Entitlement Matrix

Content/Functions Basic Maintenance Premium Employee

TechTips X X X X

Application Notes X X X X

FAQs X X X X

Product Manuals X X X X

View Sample Code X X X X

View BSPs X X X X

Download BSPs X X X

Proactive Alerts X X X

Log/View Support Requests X X X

View published SPRs/Defects X X X

Download Patches X X X

Self-Service Licensing Portal X X X

Premium Portals X X

Search all Support Requests X

View unpublished SPRs/Defects

X


Authentication and Authorization

Oracle SSO/OID infrastructure

SSO

OID

WebCenter UCMR

etr

ive/

Sto

re u

ser

info

rmation

Ret

rive

use

r

info

rmation

Authentication

Native authentication

ERP Retrieve License


ROI• Personalized Content

– 25-50% reduction in number of clicks to find relevant content

– OLS shows you what content is relevant to you!!

– Fewer Service Requests

• Product Release post-OLS launch– Three OLS “unskilled” personnel took two days to publish all content

– Old OLS – one skilled web developer – one month

– Content Owners control their own OLS content !

• Performance– Much improved, significantly less complaints

• Customer Satisfaction with OLS portal– In the first month of OLS launch, shot up from 47% to 82%!


What’s Next?

• Replace Oracle iSupport

– Create/View/Update Service Requests in Oracle Teleservice

– Develop our own UI using WebCenter/ADF

– Integrate into Oracle Teleservice using standard APIs

• Web 2.0 Features?

– Web 2.0 features out-of-the-box functionality in WebCenter

– Discussion forums?

– RSS for My Alerts?


For More Information

OTN Enterprise Solutions Cookbook Series

“Building Enterprise 2.0 Applications”

http://www.oracle.com/technology/architect/enterprise_solution_cookbook/building_e20_applications.html

Yihong Xu

Web Architect, IT Business Applications

[email protected]

Rao Kondapaka

Project Manager, IT Business Applications

[email protected]

© 2010 wind river systems, inc. 1 customer support portal empower customers with a highly...

Documents

product support slide

customer support opportunities

online support ols content

ols homepage slide

content uptodate difficult

product family slide

portal platform

customer satisfaction