Thursday Jan 31, 2013

Learn How Oracle WebCenter Portal Can Empower Your Customers

Oracle Corporation
Engage Customers with a Consistent and Connected Online Experience

Learn How Oracle WebCenter Portal Can Empower Your Customers

Los Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States. It provides water and power for more than 1.6 million residential and commercial customers in Southern California. LADWP was looking for an enterprise-class portal to increase customer self-service Web transactions.

Join us for this Webcast and hear about Oracle’s portal- and composite-applications solution, Oracle WebCenter Portal, which is now used to power the Los Angeles utility’s ladwp.com, a multilingual, customer self-service site.

Oracle WebCenter Portal provides LADWP customers a portal that includes:

  • Account information such as bills, payments, and rebate processing
  • Application and content management integration
  • Multichannel access, including mobile devices

Attend this Webcast, the first in a three-part series, and learn how a self-service portal can empower your customers, provide real-time access to data, reduce costs, and increase customer loyalty.

Register now for the Webcast.

Oracle Fusino Middleware Webcenter
REGISTER NOW

Register now for the Webcast.

Thursday, January 31, 2013
10 a.m. PT / 1 p.m. ET

Presented by:

Matt Lampe
CIO, Los Angeles Department of Water and Power

Oracle WebCenter Series
Self-Service Portals: Increasing Satisfaction for Employees, Customers, and Partners

Webcast

City of Los Angeles Improves Customer Satisfaction with
Self-Service Portal

Whitepaper

Oracle WebCenter Portal:
High-Value Web Experiences Through Self-Service Portals
(Coming Soon)

Webcast

Los Angeles Department of Building & Safety Lowers Customer Service Costs with Oracle WebCenter
(Coming Soon)

Hardware and Software, Engineered to Work Together

Tuesday Jan 29, 2013

Five Best Practices for Self-Service Portals

Oracle

John Brunswick: Five Best Practices for Self-Service Portals

Self-service portals afford organizations an excellent way to reduce costs, increase the quality of customer service, and act as an ongoing touchpoint with customers. Delivering a compelling experience takes effort, but it supplies a powerful opportunity to turn your brand's customers into fans. Here are five best practices for self-service portals.

  • Catalog personas and processes. Self-service behavior is purposeful. Catalog types of customers and their objectives. Review current touchpoints via all channels and interview customer service and sales departments to better understand what works and what does not. This catalog can act as your design compass.
  • Architect user profiles. Personalized self-service requires an understanding of a user’s relationship with your organization, their demographic, and other profile information. Access to purchase history, social networking activities, and past self-service history can enable you to increase the relevancy of their experience based on their needs. Prioritize user attributes and plan to leverage this data.
  • Understand the lifecycle of relationships. Users’ views of information can shift based on their products, services, and the duration for which they have had or are using them. Take the opportunity to correlate value-added offerings given the lifecycle of those items.
  • Conduct behavioral analysis and testing. Authenticated users enable richer behavioral analysis than anonymous users. Review analytics on the basis of user segments and profile attributes. Enrich and refine the experience by leveraging A/B design testing strategies to allow personas to more easily meet their objectives.
  • Utilize social and community. Self-service portals supply an excellent way to offer value-added services related to your brand. Brainstorm about additional interactions within their experience, such as providing an online community or avenues for social interaction with your brand to drive affinity.

Check out this podcast in John's Best Practices series and learn more about self-service portals.

Monday Jan 28, 2013

The Business Value of Self-Service Portals

Unlock the Hidden Business Value of Self-Service Portals 

For a long time, self-service portals were seen as a cost-cutting tool, but a new generation of technologies is turning them into key productivity tools—and even revenue generators. This week, we want to focus on self-service portals, and the business value your organization can realize with the. Here are some frequently asked questions about the growing business value of self-service portals. 

What is the definition of a self-service portal?
A self-service portal is a Website that enables users—whether they are customers, employees, suppliers, or partners—to perform high-value transactions, from simple account updates to paying bills, managing support tickets, and more. 

What is the value proposition of a customer self- service portal? 
Besides the value of driving down service costs, self-service portals are a progressively vital element of the customer experience. Customers increasingly prefer to complete transactions themselves via the internet—whenever and wherever they want—rather than having to make a call or travel in person to a business location. And since customer experiences are crucial to achieving competitive advantage, so are self-service customer portals.  

In addition, next-generation technologies are also enabling the delivery of highly personalized content, such as compelling cross-sell/up-sell offers based on customers’ profile, activity, purchase history, etc. As a result, self-service portals are evolving from cost-cutting measures to true profit centers. 

Do you have a favorite example of a customer self-service portal?
We have so many great examples of our customers that are using Oracle WebCenter Portal for self-service portals for their customers. Los Angeles Department of Water and Power (LADWP) is a great story about true customer self-service. LADWP is the largest public utility company in the United States with over 1.6 million customers and provides water and power for millions of residential and commercial customers in Southern California. LADWP was looking for an enterprise class portal to surface mission critical applications to increase customer self-service Web transactions. In order to do so, LADWP turned to Oracle WebCenter Portal, and LADWP customers now have a customer self-service portal which includes: account information such as bills, payments and rebate processing, application and content management integration, and multi-channel access, including mobile devices. You can hear from LADWP CIO Matt Lampe in this video, or catch him on this webcast "City of Los Angeles Improves Customer Satisfaction with Self-Service Portal" at 10:00am PST on Thursday!

What about the value proposition of building employee self-service portals?
An effective self-service portal helps keep employees engaged and happy by putting key information and business processes at their fingertips—from managing their own benefits to completing mission-critical tasks. 

To achieve this, a portal needs to raise to the surface back-office applications along with relevant content in an extremely simplified user experience—plus enable employees to easily add applications to create composite applications. Done right, composite applications combine functionality from multiple applications into a single, integrated, intuitive business dashboard. 

Finally, next-generation employee self-service portals also integrate social and collaboration technologies that drive increased productivity.  

What are the latest trends and technologies that are driving the next generation of self-service portals? 
Increasingly, users want to access self-service portals via mobile devices. That makes it vital to be able to reuse existing site builds as much as possible across all platforms. Also, more and more, people want Websites to know who they are and present only content and transactions that are relevant to them, so personalization is essential.  

It’s also important to empower business users. Traditionally, portals have required IT intervention. Now, a new generation of technologies is enabling business users to implement changes themselves, speeding business transformation while driving down IT costs.  

Finally, social computing, including wikis and other user-generated content, is transforming self-service sites and enabling people to complete more sophisticated transactions more quickly and efficiently through effective collaboration.

How does Oracle WebCenter Portal help drive business value? 
With Oracle WebCenter Portal, you can quickly create dynamic self-service portals, with tools to quickly build composite applications and mashups, out-of-the-box social and collaboration tools, complete enterprise content management capabilities, and a comprehensive and flexible user experience platform for faster development.

Find out more about building self-service portals with Oracle WebCenter Portal and don't miss the webcast with LADWP on Thursday!

About

Oracle WebCenter is the center of engagement for business—powering exceptional experiences for customers, partners, and employees. It connects people, process, and information with the most complete portfolio of portal, Web experience management, content, imaging and collaboration technologies.

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