Wednesday Jul 31, 2013

Expectations of Today's Knowledge Workers

It Ain't Easy Being a Knowledge Worker!

Guest post: John Klinke, Senior Principal Product Manager, Oracle WebCenter Content

(Part 1 of a 2-Part Post)

Knowledge workers today have high expectations when it comes to enterprise content management. They want content to be easy to find, easy to share, and at their fingertips whether they are working on their computer, a mobile phone, or a tablet. 

In my product management role at Oracle, I face the same frustrations as other knowledge workers face when it comes to tracking down the latest version of a document, or accessing files while on the road, or getting a large file to my colleague without hitting email file size restrictions. I also see firsthand the potential of being able to re-use content across different applications and streamlining business processes like case management. Like others, there are times when I’ve got too much to do in too little time, and I appreciate any productivity improvement that gives me access to the files I need without hitting a new login screen or having to click five times before getting to a download button.

To bring about these productivity improvements, a successful ECM solution needs to excel in 3 key areas: user experience, mobility, and application integration.  User experience needs to be consumer-grade. An ECM user interface should be fast, intuitive, and designed to address the critical content management use cases around quickly finding, viewing, and sharing files. On the mobility front, an ECM solution must provide engaging mobile applications that are optimized for each mobile device. Knowledge workers on their phone or tablet should be able to quickly locate the files their looking for, easily share them with others, and tag them for offline viewing or later retrieval. For application integration, ECM solutions should give knowledge workers seamless access to files they need in context without placing additional burdens on IT with regards to deployment, maintenance or content governance.


Mortenson Construction Builds Faster with Oracle WebCenter

Learn how Mortenson Construction has used Oracle WebCenter technologies to improve the timely flow of project content to collaborative teams, reduce costly rework and improve customer satisfaction:


Monday Jul 29, 2013

What’s Going On in Digital Experience? The Latest in Key Trends

Guest Post by Stephen Schleifer, Senior Principal Product Manager, Strategy, Oracle WebCenter Sites

What’s Going On in Digital Experience? The Latest in Key Trends

As with many consumer-facing markets, digital experience tends to move pretty fast.  Just as organizations begin to get a handle on how, where and when to best engage with their target audiences in the digital world, things begin to shift again as consumers change their online habits.  However, there have been a number of trends that have been more or less constant over the past few years; some have grown steadily over time, others have been slow out of the gate, and then quickly reached a critical mass, but they have always been cornerstones of web experience management.  While the following is far from representative of everything that’s going on in this dynamic market, let’s take a quick look and see what’s going on in a few key areas:

Mobile Gets Practical

webcenter_sites_mobile.jpgMobile is an example of a digital experience trend that went from ‘might do’ to ‘must do’ in the space of a year (hello, iPhone), and has continued to grow in importance ever since.  However, whereas a couple of years ago organizations were still wondering how to best tackle the mobile experience (mobile web, mobile apps, mobile first etc.), we’re now at a place where organizations have a better understanding of each approach, and how to apply them to drive specific business outcomes, whether that be engagement, self-service or commerce.

When it comes to mobile site management, most customers we speak with are now viewing this as an integrated part of managing their overall online experience, while acknowledging that it comes with a distinct set of requirements that may need to be met separately, depending upon specific objectives.  They want to maximize efficiencies by reusing content and integrating site authoring and publishing processes across web and mobile, and by leveraging responsive design to cut down on site development and speed time to market.  However, they also want the flexibility of a web experience management solution that can provide as much support as possible for mobile-specific requirements when needed, from ease of mobile template customization, to device management.

Multi-channel Gets Back the Brand Site

Managing content and experiences across multiple channels has continued to be a tricky problem to solve.  Basically, as more online channels have emerged – from brand sites, to micro and multi-lingual sites, to email campaigns, through to mobile and social– the more complex content management has become for online marketers.  Meanwhile, against this backdrop of channel proliferation, the value and function of the brand site itself began to get called into question (remember the trend of companies dropping their .coms and moving to Facebook?). 

Easy creation and management of multi-channel brand sitesWhat we’re seeing now is the reassertion of the importance of the brand site; the idea of the corporate .com as a center point of digital experience.  The content that drives activity on other online touch points (email offers, social promotions, microsite landing pages) ultimately points back to the brand site, where all of these channels converge, thereby centralizing marketing processes such as lead capture or facilitating deeper brand engagement.

As a part of this effort, web marketers are looking to be able to access the content that is originating from other channels (regardless of where it is stored), from within the web experience management system authoring environment, and incorporate it within brand sites to produce a more unified, cross-channel experience.

Personalization Comes of Age

Personalization comes of AgeThe drive to personalize digital experiences has been an interesting trend to watch; it’s perhaps the one that has experienced the most hype over time, but it has also been the slowest to take hold, as it has taken a number of years for solutions to get up to where the market needs them to be.  Of course, personalization is a broad term, and it can encompass everything from targeting experiences to different customer segments, to making online search more relevant and intuitive through guided navigation, to providing tools that enable site visitors to tailor their own online experience.

One thing that is certain is that has finally reached the tipping point, where every organization we engage with has some sort of personalization initiative on their short list of digital experience priorities.  That said, not all organizations want to jump in with both feet, especially when it comes to areas like content targeting.  Some organizations are still choosing to start with smaller-scale experimentation, using specific pages or promotional sites as targeting test grounds.  Others are taking a more committed approach and are implementing content targeting throughout the web and mobile sites.  Meanwhile, a small, but  growing amount are investing in fully automated, predictive solutions.

This latter area is where we expect to see the most interest and growth in the coming year.  Web marketers are beginning to see the power of connecting the native targeting engines in web experience management systems to predictive solutions that can offset the labor associated with managing segmenting and targeting data through automation, while delivering higher success rates for metrics like click-throughs and conversions.


Friday Jul 26, 2013

Meet the Oracle WebCenter Team: Michael Snow, Director of Product Marketing

Michael SnowMeet the Oracle WebCenter Team: Michael Snow, Director of Product Marketing

Oracle WebCenter is at the front lines of business transformation, bringing together leading-edge Web, content, social, and collaboration technologies into a single, integrated portfolio. Given such rich terrain for innovation, Oracle WebCenter has attracted some of the best minds in the industry. To help readers get to know the Oracle WebCenter team, each issue we turn the spotlight on one of its members. This month, we talk to Michael Snow. As senior principal product marketing director, he and his team are focused on cross-pillar Oracle WebCenter initiatives.

Q. How did you land your role as director of product marketing for Oracle WebCenter?
A. My background is unusual in this industry, since my original career path was to be a photographer and fine artist. I studied at the California Institute of the Arts as well as Rhode Island School of Design. In fact, early in my career, one of my first gigs involved working on the stills for the original Star Wars trilogy at a lab in San Francisco in the early 80s.

I made the transition to technology back in the days of desktop publishing. Eventually, my technology experience, together with a passion for images, led to a gig as a sales engineer, first at MediaBin and subsequently, after an acquisition, at Interwoven, a leader in the burgeoning area of content and digital asset management. I spent the next eight years at Interwoven, which was eventually acquired by Autonomy. When I was recruited by Oracle in 2011, I hit it off instantly with my hiring manager and the other Oracle WebCenter team members, and I jumped at the chance to work with them.

Q. What is the thing you love most about your job?
A. I love talking to customers and partners and discovering the amazingly creative ways they're using Oracle WebCenter. There is a huge variety of use cases out there—and still lots of room for innovation. I also have to say I love the team I work with. We work collaboratively, solve problems as they arise, and then just keep moving onto the next challenge.

Q. How can our readers learn more about innovative Oracle WebCenter use cases?
A. One great way is via Oracle WebCenter in Action. It's a webcast series that focuses on real-world use cases told by Oracle WebCenter customers and partners.

Q. How do you keep up with your Oracle WebCenter colleagues?
A. Since our team is dispersed all over the world, I find myself increasingly looking to our own social initiatives, such as the Oracle WebCenter blog, as well as Twitter, Facebook, and LinkedIn. We all take turns contributing content, so there's always a fresh voice to hear. You can check us out at the blog or on Facebook.

Q. What blogger, analyst, or other thought leader do you consider a “must-read” in order to stay on top of your field?
A. I love to follow John Maeda, the president of Rhode Island School of Design. He's a hybrid designer/technologist who is passionate about bringing art and creativity back into science, math, and technology curriculums. I also keep my eye on Brian Solis. He's is a digital analyst, sociologist, and futurist. He focuses on disruptive technologies, and he does a great job of stepping back to reconsider marketing and engagement in light of all the tools that are available today. You can see Brian in an Oracle WebCenter webcast, Digital Darwinism: How Brands Can Survive the Rapid Evolution of Society and Technology.

Q. What do you like to do when you’re not thinking about enterprise hardware and software?
A. I'm blessed that both my wife and I have lots of family nearby us in the Boston area. Besides hanging out with family—including my two kids and our Labradoodle—I also try to get in fair amount of photography, though it's always a struggle to find the time.

To learn more, watch a short video about Oracle WebCenter and visit Oracle WebCenter on oracle.com.

Tuesday Jul 23, 2013

July 2013 WebCenter Newsletter

Check out the latest edition of the WebCenter Newsletter! Learn about what's happening at Oracle OpenWorld this year, the top WebCenter Content features you've never used, but should, and meet Michael Snow, Director of Product Marketing!

 

Monday Jul 22, 2013

Are you Part of the WebCenter Community?


Do you have Facebook or Twitter? Are you looking for product updates, marketing events, customer success stories & other WebCenter related information? We invite you to join in the conversations with the over 325,000 WebCenter community members that are already engaging with us!

Thursday Jul 18, 2013

Saving Money the Hyundai Way

Hyundai Motor Company is a well-known, global brand and is part of a very large, multi-faceted worldwide corporation.  The automotive division as been seeing some very rapid growth and all you have to do is notice how many Hyundai vehicles on the road these days to see proof positive of that.  (Disclosure: I recently joined the ranks of satisfied Hyundai owners - the Santa Fe is quite hard to beat!)  

But with rapid growth often comes growing pains, and Hyundai knew they needed to address infrastructure performance and even more importantly, process and team performance. With thorough planning and analysis, they devised a plan to centralize content management, drastically improve infrastructure performance by using the Oracle Exa platform and take advantage of Oracle integration up and down the software stack.  But perhaps more importantly, they also took a look at the WAY they do business and how their teams inter-operate and share information.

One big area for improvement turned out to be their reliance on paper-based business processes. Using paper for contracts, invoices, internal forms, documentation, operating procedure documents and many other information types was causing important business processes to be sluggish. Critically, information was becoming harder and harder to find as the volume of paper continued to increase. Something had to be done!  

Enter Oracle WebCenter Content and Imaging solutions.  By reducing the number of internal information silos in use, information became easier to locate.  By utilizing imaging and scanning technologies across their distributed office and showroom network they are realizing some very impressive cost reductions. Impressive as in a savings of around $1 Million U.S. Dollars per year!  Below is the quote that Hyundai issued about the savings they are getting: 

"We chose Oracle Exalogic, Oracle Exadata, and Oracle WebCenter Content to support our new document centralization system over their competitors as they offer stable storage for petabytes of data and high processing speeds. We have cut the overall time spent each day on document-related work by around 85%, saved up to US$1.1 million in paper and printing costs, laid the foundation for a smart work environment, and supported our future growth in the competitive car industry," said Kang Tae-jin, manager, General Affairs Team, Hyundai Motor Company.

Take a look around your office. Do you see people handling large amounts of paper as part of their every day jobs?  Is it easy for employees to quickly find the information they need so that fast, proper business decisions can be made? Are workers still copying and printing out paper documents to use as reference materials or to file?  And what happens to all that paper over time?  Is it stored properly and securely? Or do you have a large annual company bonfire every year?  :)

One thing is for sure - there is room for operational improvements no matter the size of your company. To be more competitive, Hyundai has to be as nimble and responsive as they can be.  You know what? It's working. The other metric in all of this is customer satisfaction and I can tell you from personal experience they have been quite impressive.  Yes, I still had to fill out a form when signing up for the lease, but I know it is being scanned, classified, recognized and routed efficiently due to Oracle WebCenter Imaging technology. The speed at which the process moved was very fast, there was no confusion or duplicate content, web access to my personal information and car details was immediately available and the sales, finance and service teams were in lockstep.

If you cannot say the same about how your business operates, we think we can help!

If you would like to see a short, introductory video illustrating the value of WebCenter Imaging, click this link to watch it now. If you would like to learn more about our Imaging solutions, how they work and hear more customer success stories and read up on other details, please visit our WebCenter Imaging solutions pages.

We hope to speak with you soon!

The Oracle WebCenter Team 

Tuesday Jul 16, 2013

Cats, Bacon and the Bottom Line

Recently I came across an Infographic illustrating the popularity of cats and bacon within web searches. The results are somewhat startling and as a marketing professional, it immediately had me wondering about how we could utilize this knowledge here on the Oracle WebCenter team.  

Well, the fact of the matter is that we are almost certainly NOT going to have a cat, bacon or any combination as a mascot or emblem anytime soon, even if it is a cat as cute as mine, seen here loitering in a box. What we are going to do is continue to focus on real business challenges that are vexing our customers today and help them find new ways to save money, increase efficiency and drive increased profitability.

One of the ways Oracle WebCenter is helping customers is via the automation of essential business processes like Accounts Payable invoicing.  While perhaps it is not as exciting as a kitten or a piece of bacon to some people, to those responsible for improving the bottom line, it's extremely important.  In a recent survey, 69% of accounts payable professionals surveyed chose reducing the cost of invoice processing as their top priority as they address the cost of doing business.

If this is important to you, we invite you to learn more about how WebCenter Imaging can automate your invoicing processes and be used across multiple transactional processes to lower costs, reduce errors and radically improve operating efficiency.  Be sure to check out our introductory video on the topic as well as our PDF booklet of customer successes in this area.  We hope we can assist you with the same type of improvements.  At the very least, you'll have more time to do those searches for kittens and bacon!  :)

And OK, after you have researched the ways Oracle WebCenter Imaging can help you run a more profitable business, you might want to see the aforementioned infographic. Given these numbers, you just might want to make your corporate mascot a kitten (or bacon). :)

Source: Marketo, July 2013

Monday Jul 15, 2013

Just sit right back and you'll hear a tale.....

This will not be the tale of a fateful trip or a three-hour tour gone awry.

But it is the all-too-familiar tale of modern organizations that in 2013, are still relying on paper-based business processes. Every time I am asked to "please fax in the form when it is complete", I wonder to myself... what is happening with this information? How will it get entered into whatever transactional system might be in place behind the scenes? Will it have to be re-typed by someone else or is it automatically scanned, intelligently recognized and routed appropriately, based on specific field values on the form?

Sadly, it is often the former scenario that takes place. Somewhere there is a clerk that must re-key in the data and hopefully make zero errors in the process. In the mean time, absolutely nothing else is happening with this business process and the result is hours or even days in unnecessary delays.

When it comes to a common process like Accounts Payable invoicing, these kinds of slow downs introduce a number of problems including late payment penalties, inability to handle growing invoice volumes and of course, the physical storage issue.

OK, so if the issue is so common, why don't more companies do something about it? Often times, organizations don't fully understand the cost savings opportunity in front of them and to some degree, there is the "it's working well enough for now so lets not spend any money on that issue" mentality at work, especially in a world of tight budgets.

More forward looking companies are investing in capture, scanning and imaging technologies that drive down their current costs and deliver a fast return on investment. If you are using Oracle E-Business Suite in conjunction with your AP processes, you really owe it to your self to learn more about how you can improve your existing processes with Oracle WebCenter Imaging Solutions

For starters, check out our recently created screencast on the topic, along with what we call a "Brag Book" that includes several customer stories confirming the real-life benefits of WebCenter Imaging. There are not any pictures of Ginger, Maryann or the Professor, but you will get ideas and insights from other customers about the value of WebCenter Imaging. Even better!  

And now, in the immortal words of Thurston Howell III.... "Quickly Lovey, another Perrier and lime!"

Have a good week everyone....

Friday Jul 12, 2013

How Does a CMO Increase Revenue for Their Company

Today's guest post is by Calvin Scharffs, VP of Marketing and Product Development for the Oracle partner, Lingotek. Calvin is a dedicated executive with over 18 years of experience managing products, sales, marketing, operations and personnel. His experience ranges from work with a Fortune 500 company to small start-ups. For more information about Lingotek and Oracle WebCenter, please visit http://www.lingotek.com/oracle.

*****

“You need to increase sales for our company. You have one week to figure out how to do it. Next week, I want to see a plan that will work.” –Your CEO

As a CMO, chances are that you’ve seen a request like this. Armed with new IT tools like analytics, you have more resources at your fingertips than ever before. Yet the demands on you have grown proportionally. From finding new markets to building global product strategies, everything has to happen quickly and with an impressive ROI. 

The Treasure Abroad

Some of the lowest-hanging fruit a marketer can find exist online. Global Internet users carry around $50 trillion in spending power, according to the Common Sense Advisory [1]. Global markets can fast-track the process of increasing your sales. The caveat? It probably won’t happen in English.

Websites in English will only reach about one-third of online consumers, and that number is shrinking. Seventy percent of global Web users visit websites in their own language [2]. A recent European Commission survey found that 90 percent of EU Internet users prefer to visit a site written in their own language [3]. Forty-two percent of users won’t buy anything from a website written in a language other than their own.

Reap Returns with Smart Content


Indeed, it takes 12 languages to reach 80 percent of online users. Understandably, it is relatively common for companies to publish websites in multiple languages. Thirty-five percent of companies have more than 10 websites, nearly 50 percent of which are published in over 5 languages, one CMS survey found [4].

But more isn’t always better in translation. Generally speaking, 13 languages will get your product in front of 90 percent of the economic opportunity online, Common Sense Advisory found. Every product and service is different, however, and the globalization strategy that works best for pickup trucks might not be the right one for mopeds. Moreover, every translation doubles the amount of content you must manage, update and edit. You don’t want to create a content (and budgetary) Frankenstein by pouring everything you have into translating it all.

Define Your ROI Metrics

Before you spend time and money on translation, you must find out which locations boast the most promising ROI. Let’s say you want to enter new markets where every $1 of translation will generate $10 of ROI. How do you decide which geographies to enter first?

Devise a cost-benefit analysis of your most promising prospective markets. That way, you can make more informed decisions and better justify your efforts. Study where your competitors have succeeded, and see how much it will cost you to get there. Study global trends in emerging markets, such as the BRICs and, beyond that, “Next-11” countries such as Indonesia, Egypt and Vietnam [5]. Will any of your products or services resonate in these promising overall markets? Is there a product you’d like to sell more of, and a geography that is especially in need of that product? Create a top five or top 10 list of regions that hold promise for entry.


Next, decide which content to translate first. This is where analytics really shine. Chances are, some metrics are more meaningful for your marketing organization than others. Maybe outside sales are your best funnel for returns. Think about which sales-related content you should translate. If your homepage and product catalogs tend to drive the most conversions, translate them before your other webpages. In the case that your middle-aged, middle-class demographic is your most lucrative market, translate the content that they frequent the most. Once you have your content translation A-list, it’s time to think about how to execute—within budget, and on deadline.

Plug-and-Play Translation

Once you’ve identified the content most ripe for translation, simply install Lingotek - Inside for Oracle WebCenter Sites | Portal | Social | Content integration. Choose your target geographies and languages.

Have Lingotek analyze the costs for each project. Lingotek has a content value index that features three different types of translation: machine translation, crowdsourced translation and professional translation. Each is associated with different costs and benefits. Machine translation is the most cost-effective, but also sometimes the roughest, option. Crowdsourced translation is in the middle, and professional translation is best reserved for documents that are technical or require the expertise of a trained individual. You can have Lingotek analyze the costs of each type of translation for your content—before you actually translate it. You can make a more informed cost decision. 

Move that content from your CMS into Lingotek. This is easily done within the CMS workflow. Start your translation project by machine-translating all of your content. Label your translation a work in progress to keep track of it.

Lingotek has a content value index that features three different types of translation workflows: machine translation, crowdsourced translation and professional translation. Each is associated with different costs and benefits. Machine translation is the most cost-effective, but also sometimes the roughest, option. Community translation, which harnesses the crowd for thorough results, is in the middle, and professional translation is best reserved for documents that are technical, geared at the most promising markets or otherwise require the expertise of a trained individual.

Lingotek Content Value Index



Refine Your Content Priorities

Once your content is machine translated—a cost-effective option that costs as little as $0.18 per word—Lingotek’s global Web experience management analytics will tell you which languages to prioritize for professional or crowdsourced translation. That is, which languages will offer you the greatest ROI, based on your content, if you up-level them to the best quality of translation and localization.

From inside of Lingotek, you can choose any combination of community and professional workflows, based on the recommendations you receive. The more sure-fire geographies should be professionally translated. For your riskier geographies, simply translate all of your content in the community workflow, and up-level it to professional as you gain more traction over time. Once your translations are complete, simply publish your content back into your CMS, in the same way that you would publish English content.  

Watch Your Investment Grow

Let your translated content work its magic for two months. When you check back in, don’t be surprised if you see a 100-300 percent increase in your key ROI metrics, be they site traffic or email conversions.

Lingotek’s post-translation analytics will show you both language-level and page-level details about which content is providing the greatest return on your translation investment. You’ll gain a detailed understanding of which translated content is working best. That way, you can adapt your strategy to even better serve your customers in every key geography. Gauging the progress in your key metrics, you can quantify your sales increases against your Lingotek expenditures, including professional services, and calculate your ROI.

With a jump in sales proven, you might even enjoy an additional bonus and stock options of your own.

SOURCES
[1] Common Sense Advisory, “ROI Lifts the Long Tail of Languages in 2012.”
[2] Common Sense Advisory, “Localization Matters,” November 2008.
[3] European Commission, “User Language Preferences Online,” May 2011.
[4] CMS Wire, “Living on the Edge of the Global Web Content Management Crisis,” 11 September 2009.
[5] Forbes, “Digital is Winning the Battle, but Advertising is Losing the War,” 2 May 2013.



Wednesday Jul 10, 2013

Localization in Oracle WebCenter Sites

Web site visitors have high expectations for the sites they visit.  Increasingly, they expect to access your website and your content in their preferred language.  Whether you serve a diverse local community or you compete in markets around the globe, the ability to engage your customers in their preferred language can mean the difference between business success and failure.

Engaging customers in their preferred language often means translating content from one language to another.  Translation can be a complex and expensive process if not managed properly, so success implies having the tools to manage and deliver not only the various finished translated content, but also to manage the process of content translation.

With Oracle WebCenter Sites, organizations are empowered to translate and deliver their web presence into appropriate languages – as much or as little as needed.  Granular control enables marketing to manage translation costs: translate a single article, a page or an entire site, as well as control of when to translate, and who or what service to use for each translation.  The same business interface provided for content creation and contribution allows you to easily manage multilingual content as well as the translation processes.  Simple click-to-translate and seamless integration with third party automated, crowd-sourced, and expert translation services provide an easy-to-use but deep integration of the translation process into site management.  

Localization

You can now easily extend your web presence to new geographies, locales or demographics, and effectively deliver multilingual marketing and customer experience initiatives in customers’ preferred languages, while saving significant time, effort and cost in managing multilingual sites.  Furthermore, you can provide multichannel, multilingual online campaigns as the translated content works with WebCenter Sites full multichannel and multiple device delivery capabilities for multilingual experiences across thousands of devices – including smart phones and tablets. WebCenter Sites capabilities include:

  • Granular control: Provide articles, pages and sites in multiple languages
  • Manage multiple translations from the same business user interface
  • Easily select and manage what to translate, when and by who
  • Preview pages in any translated language
  • Deep, seamless integration with third-party automated, crowd-sourced, and expert translation services
  • Utilize Oracle WebCenter Sites’s multichannel and mobile capabilities to deliver multilingual experiences across thousands of devices – including smartphones & tablets

With Oracle WebCenter Sites, you can deliver a unified multichannel and multilingual brand experience at a lower cost.

Monday Jul 08, 2013

Seven Reasons Why Localizing Your Digital Experience Should Be a Top Priority

To succeed in an increasingly global marketplace, organizations must successfully engage with their customers in relevant ways.  This includes delivering a digital customer experience that takes your customers’ cultural and language preferences into account.  Following are seven reasons why you may want to make localizing your digital customer experience a priority:

#1 – Localization Paves the Way for Sales and Profits

Localized marketing is acknowledged as essential for business growth and profitability but according to a CMO Council Study, 50% of marketers say they are underperforming in this area leaving much room for improvement.

#2 – Localization Leads to Greater Customer Engagement

According to this same CMO Council Study, localized marketing strategies and programs result in greater customer relevance, response and return, better customer conversations and connectivity, and improved loyalty and advocacy.

#3 – People Prefer to Purchase in Their Own Language

According to a Common Sense Advisory Group study, more than half of consumers surveyed indicated that they only buy on websites where information is made available to them in their language.

#4 – Language Influences Important Purchases Heavily

The same study revealed that language influences important purchasing decisions more heavily than less important purchases. For example, over 85% of respondents felt that having information available in their language was critical when evaluating insurance or other financial services.

#5 – The Internet is No Longer Dominated by English

It’s true that English speakers make up the largest percentage of internet users, but that percentage is less than 30%. Rounding out the top ten languages used on the web are Chinese, Spanish, Japanese, Portuguese, German, Arabic, French, Russian and Korean.

#6 – Localization Isn’t Just for the Large Multinational Conglomerate

Localization is not just the province of large-scale global corporations that compete in many regional markets in many different languages. Even regional companies serving a diverse customer base can create value and improve the digital customer experience by providing digital content in users’ preferred languages.

#7 – Investments in Localization Have Strong ROI

The investments that organizations make in localization can pay strong dividends. According to a paper put out by the Localization Industry Standards Association, $25 was returned for every $1 invested in localization.

Sources:

Thursday Jul 04, 2013

Happy Independence Day from Oracle US WebCenter Team

From All of Us Here on the

Oracle WebCenter Team

Wishing Everyone a

Happy & Safe

Independence Day Holiday

Happy 4th of July

And just in case you live elsewhere in the world and might be wondering what all this celebration is about?

Here's a quick education from the History Channel:



Wednesday Jul 03, 2013

Process Power to the People that Create Engagement

Organizations often speak about their engagement problems as if the problem is the people they are trying to engage - employees,  partners, customers and citizens.  The reality of most engagement problems is that the processes put in place to engage are impersonal, inflexible, unintuitive, and often completely ignorant of the population they are trying to serve.

Life, Liberty and the Pursuit of Delight?

How appropriate during this short week of the US Independence Day Holiday that we're focusing on People, Process and Engagement. As we celebrate this holiday in the US and the historic independence we gained (sorry Brits!) - it's interesting to think back to 1776 to the creation of that pivotal document, the Declaration of Independence. What tremendous pressure to create an engaging document and founding experience they must have felt.

Life, Liberty and the Pursuit of Glee??
"On June 11, 1776, in anticipation of the impending vote for independence from Great Britain, the Continental Congress appointed five men — Thomas Jefferson, John Adams, Benjamin Franklin, Roger Sherman, and Robert Livingston — to write a declaration that would make clear to people everywhere why this break from Great Britain was both necessary and inevitable.

The committee then appointed Jefferson to draft a statement. Jefferson produced a "fair copy" of his draft declaration, which became the basic text of his "original Rough draught." The text was first submitted to Adams, then Franklin, and finally to the other two members of the committee. Before the committee submitted the declaration to Congress on June 28, they made forty-seven emendations to the document. During the ensuing congressional debates of July 1-4, 1776, Congress adopted thirty-nine further revisions to the committee draft. (http://www.constitution.org)

If anything was an attempt for engaging the hearts and minds of the 13 Colonies at the time, this document certainly succeeded in its mission. ...Their tools at the time were pen and ink and parchment. Although the final document would later be typeset with lead type for a printing press to distribute to the colonies, all of the original drafts were hand written. And today's enterprise complains about using "Review and Track Changes" at times.  Can you imagine the manual revision control process? or lack thereof?  Collaborative process? Time delays? Would  implementing a better process have helped our founding fathers collaborate better?

Declaration of Independence rough draft below. One of many during the creation process. Great comparison across multiple versions of the document here.



Tuesday Jul 02, 2013

People, Process & Engagement: WebCenter Partner Keste

Within the WebCenter group here at Oracle, discussions about people, process and engagement cross over many vertical industries and products. Amidst our growing partner ecosystem, the community provides us insight into great customer use cases every day. Such is the case with our partner, Keste, who provides us a guest post on our blog today with an overview of their innovative solution for a customer in the transportation industry.

Keste is an Oracle software solutions and development company headquartered in Dallas, Texas. As a Platinum member of the Oracle® PartnerNetwork, Keste designs, develops and deploys custom solutions that automate complex business processes.

Seamless Customer Self-Service Experience in the Trucking Industry with Oracle WebCenter Portal

 Keste, Oracle Platinum Partner

Customer Overview

Omnitracs, Inc., a Qualcomm company provides mobility solutions for trucking fleets to companies in the transportation industry. Omnitracs’ mobility services include basic communications such as text as well as advanced monitoring services such as GPS tracking, temperature tracking of perishable goods, load tracking and weighting distribution, and many others.

Customer Business Needs

Already the leading provider of mobility solutions for large trucking fleets, they chose to target smaller trucking fleets as new customers. However their existing high-touch customer support method would not be a cost effective or scalable method to manage and service these smaller customers. Omnitracs needed to provide several self-service features to make customer support more scalable while keeping customer satisfaction levels high and the costs manageable. The solution also had to be very intuitive and easy to use.

The systems that Omnitracs sells to these trucking customers require professional installation and smaller customers need to track and schedule the installation. Information captured in Oracle eBusiness Suite needed to be readily available for new customers to track these purchases and delivery details.

Omnitracs wanted a high impact User Interface to significantly improve customer experience with the ability to integrate with EBS, provisioning systems as well as CRM systems that were already implemented. Omnitracs also wanted to build an architecture platform that could potentially be extended to other Portals.

Omnitracs’ stated goal was to deliver an “eBay-like” or “Amazon-like” experience for all of their customers so that they could reach a much broader market beyond their large company customer base.

Solution Overview
In order to manage the increased complexity, the growing support needs of global customers and improve overall product time-to-market in a cost-effective manner, IT began to deliver a self-service model. This self service model not only transformed numerous business processes but is also allowing the business to keep up with the growing demands of the (internal and external) customers.

This solution was a customer service Portal that provided self service capabilities for large and small customers alike for Activation of mobility products, managing add-on applications for the devices (much like the Apple App Store), transferring services when trucks are sold to other companies as well as deactivation all without the involvement of a call service agent or sending multiple emails to different Omnitracs contacts.

This is a conceptual view of the Customer Portal showing the details of the components that make up the solution.

Qualcomm Architecture Omnitracs

The portal application for transactions was entirely built using ADF 11g R2. Omnitracs’ business had a pressing requirement to have a portal available 24/7 for its customers. Since there were interactions with EBS in the back-end, the downtimes on the EBS would negate this availability. Omnitracs devised a decoupling strategy at the database side for the EBS data. The decoupling of the database was done using Oracle Data Guard and completely insulated the solution from any eBusiness Suite down time. The customer has no knowledge whether eBS is running or not.

Here are two sample screenshots of the portal application built in Oracle ADF.

Qualcomm Omnitracs

Customer Benefits

The Customer Portal not only provided the scalability to grow the business but also provided the seamless integration with other disparate applications. Some of the key benefits are:

  • Improved Customer Experience: With a modern look and feel and a Portal that has the aspects of an App Store, the customer experience was significantly improved. Page response times went from several seconds to sub-second for all of the pages.

  • Enabled new product launches: After successfully dominating the large fleet market, Omnitracs now has a scalable solution to sell and manage smaller fleet customers giving them a huge advantage over their nearest competitors. Dozens of new customers have been acquired via this portal through an onboarding process that now takes minutes

  • Seamless Integrations Improves Customer Support: ADF 11gR2 allowed Omnitracs to bring a diverse list of applications into one integrated solution. This provided a seamless experience for customers to route them from Marketing focused application to a customer-oriented portal. Internally, it also allowed Sales Representatives to have an integrated flow for taking a prospect through the various steps to onboard them as a customer. Key integrations included:
    • Unity Core
    • Salesforce.com
    • Merchant e-Solution for credit card
    • Custom Omnitracs Applications like CUPS and AUTO
    • Security utilizing OID and OVD
    • Back end integration with EBS (Data Guard) and iQ Database

Business Impact

Significant business impacts were realized through the launch of customer portal. It not only allows the business to push through in underserved segments, but also reduces the time it needs to spend on customer support—allowing the business to focus more on sales and identifying the market for new products.

Some of the Immediate Benefits are

  • The entire onboarding process is now completely automated and now completes in minutes. This represents an 85% productivity improvement over their previous processes. And it was 160 times faster!
  • With the success of this self-service solution, the business is now targeting about 3X customer growth in the next five years. This represents a tripling of their overall customer base and significant downstream revenue for the ongoing services.
  • 90%+ improvement of customer onboarding and management process by utilizing, single sign on integration using OID/OAM solution, performance improvements and new self-service functionality
  • Unified login for all Customers, Partners and Internal Users enables login to a common portal and seamless access to all other integrated applications targeted at the respective audience
  • Significantly improved customer experience with a better look and feel with a more user experience focused Portal screens.
  • Helped sales of the new product by having an easy way of ordering and activating the product.
  • Data Guard helped increase availability of the Portal to 99%+ and make it independent of EBS downtime. This gave customers the feel of high availability of the portal application.

Some of the anticipated longer term Benefits are:

  • Platform that can be leveraged to launch any new product introduction and enable all product teams to reach new customers and new markets
  • Easy integration with content management to allow business owners more control of the product catalog
  • Overall reduced TCO with standardization of the Oracle platform
  • Managed IT support cost savings through optimization of technology skills needed to support and modify this solution
  • ------------------------------------------------------------

    Oracle WebCenter Solves Complexity in the Transportation Industry


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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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