By Michael Snow on Dec 18, 2013
Are You Doing EVERYTHING You Can to Keep Your Customers Engaged?
In evaluating the nominations from all over the world this year, our judges looked for nominations that really maximized success across the WebCenter portfolio and the selected winners were:
Choice Hotels International (US)
Statoil Fuel & Retail (Sweden)
Choice Hotels with their partner Thought-Matrix
Congratulations Choice Hotels!
(From R to L : Pandurang Ranjalkar, Mukesh Aghi, Rakesh Pande, Vegar Bøthun (Statoil), GV Rao, Arvind Ankalikar, Scott Howley (Oracle), Santosh Borse, Michael Snow (Oracle))
Statoil Fuel & Retail with their partner L&T Infotech
Statoil Fuel & Retail is a leading Scandinavian road transport fuel retailer that operates across 8 different countries and delivers aviation fuel at 85 airports and produces & sells 750 different lubricant products apart from road transport fuel for both B2B and B2C customer profiles.
We joined together on Monday afternoon at Oracle OpenWorld in the beautiful Lam Research Theater at the Yerba Buena Center for the Arts in San Francisco to celebrate the winners of Fusion Middleware Innovation.
Our relationship with our customers and partners is a relationship whereby we provide ongoing technology innovation and our customers and partners take that technology and teach us new ways to innovate.
Striving for success is what drives Oracle and its customers and partners to continually discover innovative uses for Oracle technology and to deploy successful and groundbreaking solutions and best practices.
This program started 7 years ago with the intent of recognizing customers for achieving significant business value through innovative uses of Oracle Fusion Middleware. When we first held the awards in 2007, we received 68 submissions across just a few categories and products.
For the last 7 years we have recognized and honored close to 150 award winners spanning multiple categories across Fusion Middleware. This year, we received over 260+ nominations from Oracle Fusion Middleware customers across 8 categories. This year we selected 18 winners. The award is global and every year, we are grateful to receive submissions from around the world.
The success of the Oracle Excellence Awards for Fusion Middleware Innovation program is due to the support of our Oracle leads, product teams, sales teams, marketing, senior management, judges, partners and user group communities. However, the true success of the award program has always been our customers that have taken the time to submit their nominations and compete intensely for the chance to become a recognized leader of Innovation.
There were also 8 Partners recognized across Fusion Middleware as part of these winning nominations and so many others who worked hard to submit nominations that weren’t winning awards this year but certainly deserved one.
Congratulations to these Innovative Oracle Partners!
Statistics are everywhere – people that are engaged in life and work are generally happier people because their needs are met without excessive hassles.
As we move towards a more self-service technology-enabled culture, I have a theory of inverse relationships that is starting to take shape. I have had a few more experiences over the past couple of weeks that lay credence to my nascent theory.
I believe that there is an inverse relationship between the technical sophistication of companies and their person-to-person relationships. You may remember a post I did right around this time of year a couple of years ago entitled “Mayberry RFD meets the WWW” that started to examine my perspective. I'm still a believer.
As many of our readers know from my previous posts, my family is now in the beginning of the college years and we’ve just delivered our daughter to a beautiful small liberal arts University in upstate NY. Wish her well as she focuses on Neuroscience to cure all of our imminent dementia and Alzheimer’s disease. I hope I remember to thank her someday. Because of this – I’ve had a lot of drive time (5 hrs each way) to do some thinking about this subject and some experiences over the process.
I’ll start with a recent experience with my local spring water delivery service. This company has been around for eons and very service-focused. As I’ve been trying to do all my bill paying online and we hadn't ordered water for a couple of years, I took a look at their website to see if I could just pay my bill by credit card. Sure enough – they have a “Pay your bill online” button on their site. When clicked, I was presented with a form to fill out and a submit button. Easy, painless and fast. Yet I received no email confirmation of my payment that is usually the norm with online payments of this sort. Suspicious and concerned that I perhaps just distributed my credit card number to a phishing expedition – I emailed the company and had a response within a couple of hours that read something to the effect of (I’ll paraphrase) – “Oh ya – that’s never worked – give us a call and we can take care of it over the phone…” So – here’s a small company trying to survive against its much larger competitors with a bigger regional footprint that hasn’t prioritized their online bill pay as worth the investment or PREFERS to have the traditional biller and payer relationship by mailed checks or phone. The nice thing about this in many ways – is that when I called and spoke with “Mary” – she was genuine, friendly, and truly apologetic that their online system has never worked. Technical sophistication level: LOW. Customer Service level: HIGH. Customer Loyalty because of the overall positive experience = HIGH.
Those of you that are dealing with College or University online systems for students, parents, faculty and vendors are probably used to a wide range of functionality. My wife is an academic at a major university and we’ve seen all sides of this. This is NOT the public-facing Admissions advertising and marketing site, but instead how the students and parents deal with payments, registrations, insurance, financial aid, etc.. Lately, we’ve had the Uber Portal experience at my daughter’s University that thus far seems to be the most awkward and poorly designed collection of services we’ve ever experienced. Where is that tuition going? Like many universities, this portal is an open source project and feels like a garage project done in an intern’s spare cycles. Yet – in following my inverse technology theory – when I call the University (ANY department) to ask about something that isn’t clear or working on their portal, I often get a confirming statement about the portal being down or other less than glowing statements, and then the BEST customer service experience on the phone with people bending over backwards to help assist you with whatever request they need to get the job done in spite of the poor system that should have taken care of the problem or question in the first place. Technical experience to solve your problem online = LOW. Customer Service experience to compensate for poor online system =- HIGH. Overall experience = HIGH despite the high tuition bills that we’ll be paying until we’re 90.
Many Universities aren’t in the same boat – and although I’m not shipping my daughter off to Australia, one of our great customers there talks about how Oracle WebCenter provides the enterprise platform for University of Melbourne’s Student Portal, allowing the aggregation of all services and applications that students need to manage their academic and social lives while enrolled at the university. Check out this link:University of Melbourne Empowers Student Portal with Oracle
Lastly – I had another great experience while I was helping my daughter move into her dorm. As expected, we forgot some items and needed a few things so I took a trip down to the local hardware/country store. There they had everything we needed along with the most incredible customer service I’ve experienced in a retail establishment for a long time. I had a short list of items to find, but I’m a sucker for a country store that claims to have everything and did some aisle roaming to see what they really had. During my 45 minutes there (my wife says it was more like 1.5 hrs) I had more people offer to help me and actually do so than you usually would experience in a brand-recognized chain store which this definitely wasn’t. To test my theory when I returned home – I went looking for their website and sure enough – this is what I found: “Our Website is Under Construction - Please stop Back!“
The sidebar on the site under construction did confirm both my experience and current theory. I've changed the names to avoid any free advertising.
Welcome to Small Town General Store!
Our slogan says it all...Experience a Modern Day General Store.
We welcome you to visit our family-owned general store in Smallville, USA where the experience will make you want to visit again and again. At Small Town General Store - you will find a full selection of electronics, paint, hardware, housewares and office supplies. We believe in offering a wide variety of product with exceptional customer service. Our friendly staff will greet you upon entering the store and direct you towards whatever your project requires that day. Need advice on the project? No problem our staff is well versed in everything we sell and we offer DIY books as reference. Don't see what you are looking for - we have the ability to special order almost anything you need. Whether you are a contractor, local business owner, homeowner, student or just passing through our town, Small Town General Store has something for you.
So - what does this all mean? You might be saying that of course, small town local business has to compensate with great customer service to compete with the big box stores and larger franchised services and you might be right. What about the ideal combination? What if you had the ultimate self-service online experience AND the company was a pleasure to deal with day in and day out? Employees that are happier at their jobs because they have the tools to get the job done quickly, efficiently and accurately will also provide a much better customer experience because they aren't fighting with systems that make their job miserable. Food for thought.
Watch this newly released WebCenter Portal Demo that will change your expectations for portals in your organization.
To learn more about this, don't miss our upcoming webcast on the NEW Release of Oracle WebCenter on Sept. 12th - see banner below. This will also be available On-Demand (AKA Self-Service!!) after this date, so register today and you 'll get the On-Demand link sent to you automatically after the event.
Smartphones and tablets are proliferating throughout the consumer market. Sales of smartphones are finally overtaking feature phone sales (according to IDC) this year. In addition, tablet shipments continue to grow, increasing 142% year over year as of Q1 2013 (according to IDC). This enables a mobile, always-connected workforce for many companies with B.Y.O.D. (bring-your-own-device) policies. Many of our customers are looking for ways to provide mobile solutions to enable employees to check email, progress issues, respond to alerts, make and communicate decisions, and download and work on documents - all while on the go without having to get to their laptop and log in to the corporate network. Let's take a look at how Oracle WebCenter provides solutions for a mobile workforce.
Oracle WebCenter Sites 126.96.36.199 enables marketers to engage, guide, and convert customers with media rich online experiences for web and mobile. As mobile usage has grown, a rich and engaging mobile experience has become a necessary component of an organization’s digital strategy. The challenge, however, is in creating and managing mobile experiences that are optimized for delivery to the thousands of different devices that exist today and for those to come in the future.
Organizations may choose to enable a uniform browser experience across PC’s, tablets and mobile phones by utilizing the same Web content, templates, site plans, and navigation for traditional and mobile sites. Or, organizations can opt to create experiences that are tailored for specific device types by designing customized templates and site plans for mobile specific pages. WebCenter Sites also supports HTML-5 and responsive design for organizations that choose to design responsive templates that render an automatically optimized experience across device types. Users can quickly create and edit mobile pages using visual drag-and-drop and rich text editing tools in the WebCenter Sites authoring interface. Then, in that same interface, they can preview and interact with that content directly in the context of different mobile devices, even preview different devices side-by-side.
WebCenter Sites’ mobile option enables organizations to easily extend their traditional Web presence to the mobile channel and to deliver highly personalized and relevant multichannel marketing initiatives, while also saving significant time and effort in managing mobile sites. See this datasheet for more information on WebCenter Sites' Mobility Option (new on the price list).
Oracle WebCenter Portal is a web platform for creating and managing role-based intranets, extranets, composite applications, and self-service portals for desktops, tablets, and mobile devices. Like WebCenter Sites, WebCenter Portal 188.8.131.52 introduced new tooling for the application specialists to create and manage mobile experiences. Users can leverage existing portals with mobile device compliant markup for mobile devices, or they can opt to create portals that are tailored for specific device types by creating page variants for specific devices like 10 inch tablets or iPhones. WebCenter Portal provides responsive design components out-of-the-box to be used for both web and mobile. These components will adjust their layout depending on the real estate given by the device. Like WebCenter Sites, WebCenter Portal creators can preview page rendering and interact with their portals directly in the context of different mobile devices within the main interface, including changing landscape or portrait orientation.
Both WebCenter Portal and WebCenter Sites simplify development of mobile applications with support for seeded devices and device groups, creation of new devices and device groups, and creation of device variants.
Portal developers gain HTML5 support with this latest release, as well as support for mobile devices and touch gestures in both iOS and Android. Portal developers can also create custom mobile applications leveraging the ADF Mobile Framework, WebCenter Portal Services exposed via the REST API, and can use developer documentation and samples provided. In addition, any optimized web pages can be embedded into this mobile application and shown in the embedded browser for a consistent user experience.
In addition to mobile-enabling portals, or building custom mobile applications to interact with the portal server, WebCenter Portal also has an iPhone/iPad application for end users to access and interact with their portals.
Oracle WebCenter Content users can share information efficiently on their choice of device and in process-centric business applications. Like WebCenter Portal, WebCenter Content provides end users with mobile applications to access and interact with their content. The application is optimized for both smartphones and tablets, and supports iOS and Android. Users can search, browse, view, favorite, email, and download content, allowing them to take important documents offline.
Oracle WebCenter enables companies with a mobile, always-connected workforce to provide their employees with the ability to access business documents, access and interact with their portals, and to provide their customers with rich mobile experiences.
Guest post by Richard Maldonado, Principal Product Manager, Oracle WebCenter Portal
Organizations are still struggling to standardize on a user interaction platform which can meet the needs of all their target audiences. This has not only resulted in inefficient and inconsistent experiences for their users, but it also creates inefficiencies (productivity and costs) for the departments that manage the applications and information systems. Portals have historically been the unifying platform that provide IT with a common interface which can securely surface the most relevant interactions for a given user and/or group of users. However, organizations have found that the technologies available have either not provided the flexibility necessary to address all of their use cases, or they rely too much on IT resources to manage, maintain, and evolve.
The core issue that IT departments face with delivering portal experiences is having enough resources to respond and address the influx of requirements which come in from the business. Commonly, when a business group wants a new portal site established for their group, they will submit a request to the IT dept, the IT dept then assigns a resource to an administrator and/or developer to build. Unfortunately, this approach is not scalable, it can be a time consuming activity which requires significant interaction between the business owner and the IT resource. A modern user interaction platforms should empower the business groups by providing them tools which they can use to build and manage the portal experiences without the need for IT's involvement. And because business groups rarely have technical resources (developers) on staff, the tools must be easy enough that virtually any business user could use. In addition, the tool must be powerful enough to allow them to build the experience that they need, things such as creating a whole new portal, add/manage page and page hierarchy, manage user/group access, add/modify components within the page, etc. This balance between ease-of-use and flexibility is key to the successful adoption of tools which will ultimately reduce the burden on IT, respond to the needs of the business, and deliver high-value experiences for the users.
Recently, several studies have highlighted that smartphone and tablet-style devices have overtaken PC's in both sales and usage. This shift is further driving organizations to revaluate how they're delivering data, information, and applications to their users. Users are expecting to get the same level of access and interaction, but in a ways which are optimized for the capabilities of the device that they are using.
With the ever growing number of new IT projects and flat/shrinking budgets, organizations are looking for comprehensive solutions which can deliver integrated web experiences that are tailored for the users and optimized for mobile devices. Piecing together a number of point solutions is no longer an option. A modern portal technology should not only address the traditional needs of integrating and surfacing back-end applications/information, but it should enable the business through easy-to-use tools and accelerate the delivery of mobile optimized experiences.
(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:
Guest Post by Stephen Schleifer, Senior Principal Product Manager, Strategy, Oracle WebCenter Sites
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 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.
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?).
What 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.
The 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.
From All of Us Here on the
Oracle WebCenter Team
Wishing Everyone a
Happy & Safe
Independence Day Holiday
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:
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.
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.
While you may not be creating a new independent nation, getting your employees to engage is crucial to your success as a company in today's world. Oracle WebCenter provides the tools that power engagement. Employees that have better tools for communication, collaboration and getting their job done are more engaged employees. Better engaged employees create more engaged customers and partners.
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.
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.
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.
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.
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:
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 anticipated longer term Benefits are:
Directorate General of Civil Aviation Streamlines Key Aviation Applications Access, Improves Productivity and Reduces Maintenance Costs
A part of the French Ministry of Ecology, Energy, Sustainable Development, and Urban Planning (MEEDDAT), the Directorate General of Civil Aviation (DGAC), is the state agency guaranteeing air traffic security and safety. As a service provider for airlines, DGAC manages air traffic for more than 3 million flights per year, supporting 125 million passengers across 500 airports. The organization selected Oracle to ensure structured and efficient Web access to information, consolidate business applications on a single platform, and reduce the complexity and cost of managing its existing information system.
Oracle Customer: Directorate General of Civil Aviation (DGAC)
Location: Paris, France
Industry: Travel and Transportation
Annual Revenue: Under $100 Million
DGAC Cuts Subscription Costs with Oracle WebCenter Portal
Using Oracle WebCenter Portal, Oracle SOA Suite, and Oracle Exalogic, DGAC reduces the cost of subscriptions to newsletters and provide to its 12,500 employees a collaborative workspace portal.
A word from Directorate General of Civil Aviation (DGAC)
– "The Directorate General of Civil Aviation is taking advantage of Oracle Exalogic’s consistent platform to provide a consolidated view of our applications and support our overall modernization strategy. Thanks to Oracle, we have saved roughly one million Euros on maintenance costs for the old applications."- Jean Pierre Desbenoit, Director of Information Systems and Modernization, Directorate General of Civil Aviation
"We selected Oracle because, from a functional point of view, its solutions meet our users’ expectations. On a technical level, its solutions integrate seamlessly with our existing infrastructure. Oracle also meets our cost and strategy needs in the short, medium, and long term—enabling us to overcome existing information system issues as well as prepare to meet future challenges," said Jean Pierre Desbenoit, director of information systems and modernization, Directorate General of Civil Aviation.
With the support of Klee Group, DGAC implemented virtual office architecture on Oracle WebCenter Portal. The platinum partner Easyteam helped the organization to consolidate its key business applications on an Exalogic platform, using Oracle SOA Suite.
Oracle Platinum Partner Easyteam and Klee Group provided consulting and expertise services to implement a reliable and standardized platform, consistent with the DGAC modernization strategy.
Transportation Agencies face key challenges and market forces that drive the
What’s Driving the Need for Oracle Technology Solutions at Transportation Agencies?
Transportation agencies face the following key challenges and market forces that are driving the need for Oracle technology solutions:
|"Transport for London Optimizes Management of US$59 Billion Project Portfolio While Cutting Overhead
"Consolidating project management data with Oracle’s Primavera Portfolio Management keeps our Investment Programme on track, while delivering maximum value to travelers and tax payers."
– David Hartley, Investment Programme Management Office, Transport for London
|“Thanks to Oracle technologies and our virtual desk project, we will be
able to offer all agents a personalized workspace tailored to their job.
In the back office, this architecture will allow us to standardize our
suite of applications and cut our maintenance costs by 50%.”
– Jean Pierre Desbenoit, Deputy Head of IT Systems and Modernization, Direction Generale de l’Aviation Civile
Technology Solution Breakdown
Only Oracle delivers a complete platform of database, middleware, applications, servers, and storage—all based on open standards—to transform transportation agencies.
Oracle Transportation Management:
Azul Linhas Aéreas Brasileiras (Azul Brazilian Airlines) has established itself as the third-largest airline in Brazil, based on a business model that combines low prices with a high level of service. Azul serves 42 destinations with a fleet of 49 aircraft. It operates 350 daily flights with a team of 4,500 crew members. Last year, the company transported 15 million passengers, achieving a 10% share of the Brazilian market, according to the Agência Nacional de Aviação Civil (ANAC, or the National Civil Aviation Agency). Azul also forecasts a high growth rate for the next few years due to the sporting events that will take place in Brazil in 2014 and 2016—the World Cup and the Olympic Games, respectively.
The company wanted to offer an innovative site with a simple purchasing process for customers to search for and buy tickets and for the company’s marketing team to more effectively conduct its campaigns. To this end, Azul implemented Oracle WebCenter Sites, succeeding in gathering all of the site’s key information onto a single platform. Previously, at least three server and corporate information environments had directed data to the portal. The single Oracle-based platform now facilitates site updates, which are daily and constant. Azul can now complete the Web site content updating process—which used to take approximately 48 hours—in less than five minutes.
|A word from Azul Linhas Aéreas Brasileiras (Azul Brazilian Airlines)|
|“Oracle WebCenter Sites provides an easy-to-use platform that enables our marketing department to spend less time updating content and more time on innovative activities. Previously, it would take 48 hours to update content on our Web site; now it takes less than five minutes. We have shown the market that we are innovators, enabling customer convenience through an improved flight ticket purchase process.” – Kleber Linhares, Information Technology and E-Commerce Director, Azul Linhas Aéreas Brasileiras|
“After evaluating the leading tools on the market through meticulous research, we chose Oracle for the freedom its tool offers in all processes—from implementation to content editing—as well as its excellent campaign and content segmentation method.” – Kleber Linhares, Information Technology and E-Commerce Director, Azul Brazilian Airlines
Azul Linhas Aéreas Brasileiras worked with Oracle partner TQI to put the new ticket sales Web site online using Oracle WebCenter Sites. With the project’s integration carried out by TQI, it was possible for Azul to make the Web site its main communication channel with consumers.
“We were very impressed with TQI’s work. Even while working under a tight schedule, they managed to meet the deadline. Further, the attention they dedicated to the project and the experience their team demonstrated with different advanced technologies left us very satisfied,” Linhares said.
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.