Call Center Costs Cut 75% By Switching From Documentum To Oracle WebCenter
By Brian Dirking on Oct 24, 2011
Our blog post today comes from George Sokol, who runs Business Development for Fishbowl Solutions, and has 20+ years in the content management industry...
Customers of Documentum will find much to admire and like with regards to Oracle WebCenter Content. Documentum, like many systems with roots in document management, has always been more about content creation rather than content distribution and sharing. In contrast, WebCenter Content was designed for both the distribution of content as well as the creation processes used to develop content.
This is an important difference, as the information locked in content can have value and implications for an organization for many years to come after it has been created. Whether it’s a record of a transaction such as an invoice, research data such as industry statistics, or product feature information by version; the need to access what has been captured and share that information has shown to be of critical importance. In fact, isn’t that part of the whole explosion of the world-wide-web over the last twenty years?
As one of the world’s first, if not the first, 100% web-based content management systems, stemming from its days as Stellent, the origins of today’s WebCenter Content have always been about the distribution and consumption of information. This tenet is part of its very architecture. Based upon a services oriented architecture, before it was even “SOA”, WebCenter Content has proven time and again to be easy to implement, easy to integrate, and even easier to use.
Documentum is an entirely different story. Steeped in its earliest days of managing the creation of complex business documents, customers have consistently complained about the difficulty of both deployment and adoption. This is a key reason why when one hears of an “enterprise” deployment of Documentum, all it typically means is an enterprise license with multiple deployments installed across multiple departments - with little to no interaction between the different sources of information.
With Oracle WebCenter Content, an accounting clerk who needs to check on an invoice from with their financial application, a quality manager looking to write and distribute a new quality procedure, a customer service representative trying to locate a product manual, or a customer searching for help on a company web site, can all be accessing information from the same repository architecture. However, they would be able to do it from within their preferred application, whether it’s from an ERP screen, WebCenter Content’s out-of-the-box browser interface, or even from within the public facing website.
As an example, a few years ago I worked on an opportunity to displace Documentum at a large telecommunications company. This customer had spent over a year in deployment and in excess of seven figures on a simple portal integration to provide alerts, product information, and other company news to their call center operators, and had nothing to show for it except a clunky prototype. Finally frustrated, they decided to look at a solution based upon Content Server, today the core of Oracle WebCenter Content. Within two weeks, we had a working prototype. Within 9 weeks after that, the production server was deployed and integrated with their portal, content was being served to over 13,000 call center operators in two languages, and here’s the best part – a 75% reduction in costs due to their ability to provide a timely first call response! While not every customer will see this type of rapid deployment, this story is not atypical.
Our experience has shown that choosing Oracle WebCenter over Documentum can result in lower costs, easier deployments, far less frustration, and far happier end users.
Fishbowl Solutions is an Oracle WebCenter Specialized partner and has over 10 years experience designing, implementing and supporting enterprise content management and portal systems to customers throughout North America and EMEA. This includes delivering value-add software components for Oracle WebCenter Content and Portal that help organizations realize additional functionality so that they can maximize their overall investment.