brand website is one of the most important and highly trusted channels for
engaging with customers. However, a
static one-size-fits-all web presence will fall short when it comes to meeting
your customers’ expectations. In order
to drive sales and loyalty using the web today, organizations must deliver a dynamic digital
experience – one that is personalized and relevant, social and
interactive, easily optimized for a growing variety of mobile devices, and
connected with other customer touch points and channels.
So.... How does your digital customer experience measure
up? Find out by answering a few quick
questions about your digital strategy.
Determine Your Digital Marketing Strategy Strengths and Weaknesses
Today’s customers expect an experience that is relevant and interactive. And they want it across multiple online channels. By using Oracle WebCenter’s complimentary tool, you can determine your business’s strengths and weaknesses when it comes to delivering an engaging customer experience across web, mobile, and social channels.
The assessment tool will help you:
Gain a better understanding of your challenges and objectives with respect to the digital customer experience
Identify areas in which a web experience management solution could add value
Understand the potential benefits of Oracle WebCenter Sites, such as increased conversions and revenue, greater customer satisfaction, and more
The way that your organization delivers information has become an increasingly important aspect of how you engage with customers, partners and employees. It also reflects significantly on your corporate brand and how you are viewed in the marketplace. Oracle AppAdvantage is Oracle's approach to maximizing the value of Oracle Applications with Oracle Fusion Middleware as it helps you leverage your existing investments while standardizing on core enterprise applications. Naturally, most organizations rely on multiple business systems to process, track, coordinate and deliver vital information to customers, partners and employees. Each user expects a personal experience, but those experiences will vary according to their roles and personas.
The method and style by which information is delivered is commonly called the Digital Experience. To keep your customers engaged and satisfied, the Digital Experience must be consistent across web and mobile delivery channels, with content presented appropriately within each context.
We have all seen when a company fails at delivering a quality web experience. Information delivered to a customer or employee varies depending whether it is accessed from a tablet device or a browser. Visual branding and the “look and feel” vary widely or sometimes the information is just wrong as it is not being delivered from a central system.Customers, business partner and employees all expect a better experience.
In order to provide this type of consistent and integrated online experience, organizations using Oracle Applications must be able to integrate web content management systems with enterprise systems of record and securely deliver this information in a contextual and self-service fashion. A complete Digital Experience can’t be disconnected from these critical enterprise applications.
Oracle AppAdvantage is a program powered by Oracle Fusion Middleware technologies that helps customers strengthen their investments in Oracle Applications and integrate new technology without adding to the applications’ development lifecycles. Customers that use Oracle E-Business Suite or Oracle’s PeopleSoft, JD Edwards, or Siebel solutions—as well as any of Oracle’s industry solutions or other Oracle Applications—can fulfill customer expectations with Oracle AppAdvantage solutions for Digital Experience.
Ultimately, the success of the Digital Experience depends upon the quality and quantity of information available from enterprise applications and the ease with which it can be accessed and utilized. The middleware solutions in the Oracle AppAdvantage program enable Oracle Applications customers to deliver a seamless Digital Experience that maintains the corporate “look and feel” of your brand while targeting individuals based on their current context and preferences.
To learn more about the power of Oracle AppAdvantage for Digital Experience, watch the upcoming webcast where a leading doors and windows manufacturer, Pella discusses how they are leveraging Oracle AppAdvantage for Digital Experience to empower their customers, dealers as well as their sales network and are fueling continuous improvement, in turn.
Are You a Self-Service Leader?
Despite the potential to use portals to reduce costs and increase satisfaction, many organizations install packaged applications that focus only on one aspect of a relationship with a customer, employee, or partner. For example, a customer relationship management system may present sales projection information but fail to integrate with the enterprise resource planning system to provide current account status.
"Too often, such an approach doesn't address every aspect of taking action," explains Ashish Agrawal, senior director of product management for Oracle WebCenter Portal.
Why Oracle WebCenter?
Oracle is the only enterprise software vendor with the complete, open, and integrated approach to support a truly comprehensive self-service portal strategy. With Oracle WebCenter Portal, you can
Integrate content, information, and business processes
Easily create and manage mobile portal experiences for desktop browsers, smartphones, tablets, and kiosks
Build and deploy custom-built components using rich development tools
Guest post today by: Mitchell Palski, WebCenter Sales Consultant
The Oracle WebCenter Portal People Connections service provides social networking tools for creating, interacting with, and tracking the activities of a user’s connections. WebCenter enables users to manage their personal profiles, access the profiles of other users, provide ad hoc feedback, post messages, track activities, and connect with others.
A Profile provides users with a variety of views into their own profile, as well as other users' profile information. Such information can include a user's email address, phone number, office location, department, manager, direct reports, and more. Profile takes the bulk of its information from the back-end identity store that provides a WebCenter Portal application with its list of users. Additionally, a Profile may offer opportunities for altering some of this information and for providing additional data that is not included in the identity store.
Here is an example of my profile page in one of our Oracle demonstration environments:
By default, not all sections of the user profile are editable by a user and viewable by other users. It is the administrator's job to specify the information to show in each section of the profile and determine whether users are allowed to edit their profile data and their application password within the WebCenter Portal.
To configure the Profile:
1. Open WebCenter Portal Administration.
2. Click Tools and Services, and then select People Connections. Tabs with the names of People Connections features appear to the right.
3. Click the Profile tab to bring it forward.
In the Profile Access section of this page, an administrator can control view settings around the sections of the profile. There are two sections under “View settings” that need to be considered when an administrator wants to hide a section of the profile:
• Who can view this section
• Allow Owner Override
For example, a number of my customers have asked about hiding the “Personal Information” section for their users because their users are employees and they don’t want them to share information such as their personal address. In this case, if the administrator logs in as an administrator change “Who can view this section” to “None” a user can still change that setting in their personal Preferences.
**Note: the columns in the Profile Access table can be reordered.
By default, not all of the attributes in a user’s profile are editable. Use the Profile Attributes – Edit Settings section of this page to enable and disable which attributes can be edited by a user through their web browser. For example, you may want to allow a user to edit their Business Contact information from their profile page.
It is important to consider how a user’s information is being used in your Portal environment before making changes to this page. Some questions to ask are:
• Is this information being managed elsewhere?
• Is user information being used to network?
• Are there any security concerns around allowing users to enter user information?
For more information on configuring your People Connections Service and User Profile, please refer to these Oracle WebCenter Portal documentation links:
Guest post by: Amit Sircar, Senior Sales Consultant, Oracle
Deliver complex enterprise functionality through a simple intuitive and unified User Interface (UI)
The modern enterprise contains a wide range of applications that are used to manage the business and drive competitive advantages. Organizations respond by creating a complex structure that results in a functional and management grouping of users. Each of these groups of users requires access to multiple applications and information sources in order to perform their job functions. This leads to the lack of a unified view of enterprise information, inconsistent user interfaces and disjointed security.
To be effective, portals must be designed from the end-user perspective, enabling the user to accomplish as many tasks as possible while visiting the fewest number of portals. This requires rethinking the way that portals are built, moving from a functional business unit perspective to a user-focused, process-oriented point of view.
Oracle WebCenter provides the Common User Experience Architecture that allows organizations to seamlessly present a unified view of enterprise information tailored to a particular user’s role and preferences. This architecture provides the best practices, design patterns and delivery mechanism for myriad services, applications, and data sources. In order to serve as a primary system of access, Oracle WebCenter also provides access to unstructured content and to other users via integrated search, service-oriented artifacts, content management, and collaboration tools.
Provide a modern and engaging experience without modifying the core business application
Web 2.0 technologies such as blogs, wikis, forums or social media sites are having a profound impact in the public internet. These technologies can be leveraged by enterprises to add significant value to the business. Organizations need to integrate these technologies directly into their business applications while continuing to meet their security and governance needs. To deliver richer connections and become a more agile and intelligent business, WebCenter provides an enterprise portal platform that contains pre-integrated, standards-based Enterprise 2.0 services. These Enterprise 2.0 services can be easily accessed, integrated and utilized by users. By giving users the ability to use and integrate Enterprise 2.0 services such as tags, links, wikis, activities, blogs or social networking directly with their portals and applications, they are empowered to make richer connections, optimize their productivity, and ultimately increase the value of their applications.
Foster a collaborative experience
The organizational workplace has undergone a major change in the last decade. With increasing globalization and a distributed workforce, project teams may be physically separated by large distances. Online collaboration technologies are becoming a critical resource to enable virtual teams to share information and work together effectively. Oracle WebCenter delivers dynamic business communities with rich Services to empower teams to quickly and efficiently manage their information, applications, projects, and people without requiring IT assistance. It brings together the latest technology around Enterprise 2.0 and social computing, communities, personal productivity, and ad-hoc team interactions without any development effort. It enables the sharing and collaboration on team content, focusing an organization’s valuable resources on solving business problems, tapping into new ideas, and reducing time-to-market.
The traditional workplace dynamics that required employees to access their work applications from their desktops have undergone a fundamental shift. Employees were used to primarily working from company offices and utilized an IT-issued computer for performing their job functions. With the introduction of flexible work hours and the growth of remote workers, more and more employees need the ability to remain productive even when they do not have access to a computer via the use of tablets and smartphones.
In addition, customers and citizens have come to expect 24x7 access to resources and websites from wherever they are located. Tablets and smartphones have empowered everyone to quickly access services they need anytime and from any place.
WebCenter provides out of the box capabilities to deliver the mobile experience in a seamless manner. Seeded device profiles and toolkits within WebCenter can be used to render the same web pages into multiple target devices such iPads, iPhones and android devices. Web designers can preview the portal using the built in simulator, make necessary updates and then deploy their UI design for the targeted device.
The competitive economy and resource constraints facing organizations today require them to find ways to make their applications, portals and Web sites more agile and intelligent and their knowledge workers more productive no matter where they are located. Organizations need to provide faster access to relevant information and resources, enhance existing applications and business processes with rich Enterprise 2.0 services, and seamlessly deliver content to mobile platforms. Oracle WebCenter successfully meets these challenges by providing the modern user experience platform for the enterprise and the Web.
Polls and View Poll Results can easily be added to a page through drag-and-drop.
What did we learn?
Being a “connected” company doesn’t just mean helping employees connect with each other horizontally across your enterprise. It also means connecting those employees to the decisions that affect their everyday activities. Through WebCenter Portal Usage Analytics and Polls, any decision that is made to remove a Portal page, update a Portal page, or develop new Portal functionality, can be justified by quantifiable metrics. Instead of fielding complaints and hearing that your employees don’t have a voice, give those employees a voice and listen!
Guest post by Mitchell
Palski, Oracle Staff Sales Consultant
Social media is sure to have made its way into your company or government organization. Whether its discussion threads, blog posts, Facebook-style profile-pages, or just a simple Instant Messenger application; in one way or another, your employees are connected. What are the objectives of leveraging social media in your organization?
Facilitating knowledge transfer
More effectively organizing team events
Generating inter-community discussions to solve problems
Improving resource management
Increasing organizational awareness
Creating an environment of accountability
Do any of the business objectives above stand out to you as needs? If so, consider leveraging the WebCenter Portal Activity Stream as part of your solution.
In WebCenter Portal, the Activity Stream feature provides a streaming view of the activities of your connections, actions taken in portals, and business activities that looks a lot like a combined Facebook and Twitter newsfeed. Activity Stream can note when a user:
Posts feedback (comments)
Uploads a document
Creates a new blog, page, event, or announcement
Starts a new discussion
Streams messages and attachments entered through WebCenter Publisher (similar to Twitter)
Through Activity Stream Preferences, you can select which of these activities to show or hide from your personal Activity Stream.
Here’s what you get:
Real-time stream of activities with in a Portal or sub-Portal increases awareness across your organization or within a working group
Complete list of user actions reduces the time-to-find for users that need to interact with the latest activities in your portal
Users can publish to their groups when tasks are finished for complete group traceability and accountability, as well as improved resource management.
Project discussions and shared documents that require the expertise of someone outside of a working group now get increased visibility across your organization.
There’s a reason that commercial Social Media tools like Facebook and Twitter have been so successful – they spread information in an aesthetically appealing and easy to read format. Strategically placing an Activity Feed within your Portal is analogous to sending your employees a daily newsletter, events calendar, recent documents report, and list of announcements – BUT ALL IN ONE!
Statoil Fuel & Retail and their partner, L&T Infotech, our recent winner of the Oracle Excellence Award for Fusion Middleware Innovation in the WebCenter category is featured this month in Profit Magazine's November Issues of both print and online versions. The online version has significantly more detail about their "Connect" project
Statoil Fuel & Retail is a leading Scandinavian road transport fuel retailer that operates in 8 different countries and delivers aviation fuel at 85 airports. The company produces and sells 750 different lubricant products for B2B and B2C customers. Statoil won the 2013 Oracle Excellence Award for Oracle Fusion Middleware Innovation: Oracle WebCenter based on a stellar Oracle implementation, created with implementation partner L&T Infotech, which used Oracle’s JD Edwards and Oracle Fusion Middleware to replace and consolidate 10 SAP portals into a single, integrated, personalized enterprise portal for partners, station managers, and support staff. Utilizing Oracle WebCenter Portal, Oracle WebCenter Content, Oracle Identity Management, Oracle SOA Suite, JD Edwards applications, and Oracle CRM On Demand, Statoil is now able to offer a completely redesigned portal for an easy and user-friendly web experience, delivering a fast, secure, robust, and scalable solution
that will help the company remain competitive in its industry. The
solution has increased Statoil Fuel & Retail’s web footprint and
expanded its online business.
Read the complete article for the full story of Statoil Fuel & Retail's implementation of Oracle Fusion Middleware technology.
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.
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
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
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.
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.
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.
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
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.
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:
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
Seamless Integrations Improves Customer
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
Merchant e-Solution for credit card
Custom Omnitracs Applications like CUPS and
Security utilizing OID and OVD
Back end integration with EBS (Data Guard)
and iQ Database
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
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
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.
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
Directorate General of Civil Aviation
Streamlines Key Aviation Applications Access, Improves Productivity and Reduces
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.
DGAC Cuts Subscription Costs with Oracle
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.
Foster collaborative practices, build collective
intelligence, improve knowledge sharing, and increase paperless processes
to improve air traffic control agents’ productivity
Accelerate the integration of DGAC business applications
as financial, human resources, technical data management, into the new
virtual office infrastructure
Consolidate and standardize key aviation applications on
a comprehensive and scalable platform, to reduce management costs and
Provide airlines and airports with structured and high
performing access to the portal
Position the information system department -as a vector
of transformation and of modernization for the organization
A word from Directorate General of Civil
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
the virtual office infrastructure on Oracle
WebCenter Portal, improving communication, collaborative processes and
Web applications access for 12,000 employees
the size of attachments in the e-mail system by 30% with a collaborative
workspace portal that can offer agents the information they need and
enhance security management and storage space
US$260,000 on annual newspaper subscription costs by allowing every agent
to access rich site summary (RSS) flows on the Oracle Portal
employee reclassifications and retraining, thanks to training processes
accessible to the administrative agent and the financial manager in the
virtual office infrastructure provided by Oracle Portal
technical information traceability and the ability to produce new
educational materials and training for agents with Oracle User
structured extranet access to airline companies and airports, allowing
them to access airline traffic resources by deploying Oracle WebCenter
Portal on Oracle Exalogic
key business applications using Oracle
SOA Suite and Oracle
Exalogic, to save more than 1,000 worker days annually to maintain
applications, and approximately US$1 million for technical outsourcing,
the ability to improve reliability and availability of the intranet and
extranet by implementing two fully redundant Oracle Exalogic platforms to
achieve business continuity
"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.
Transportation Agencies face key challenges and market forces that drive the need for Oracle WebCenter, including:
Management of unstructured content
Increasing need to collaborate
Lack of comprehensive records management
Increasing need for accountability
Persistent price wars. Evolving safety, security, and financial
regulations. Demand for 24/7 systems availability. To meet all of your
business challenges, Oracle's Technology Solutions for Travel and
Transportation deliver a powerful combination of technology and business
processes. Only Oracle powers the information-driven enterprise by
offering a unified data model to integrate information over a wide
geographical area and across multiple business units.
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:
Management of Unstructured Content. Transportation agencies are flooded with content used in the daily processes of running an organization. Content— such as real estate transactions related to right of way, project proposals, design specifications, scope of work documents, and contracts and RFIs from ongoing projects—is created and, for the most part, stored is disparate systems that are not always interconnected to one another. Multimedia assets such as images and videos require a scalable architecture that will maintain performance as the repository grows.
"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
Collaboration Between Internal Staff and Contractors. To manage and access content across the project lifecycle, agencies require collaboration for archival, redlining, and retrieval of content—such as e-mail, digital video, engineering drawings, proposals, and survey records.
Lack of Comprehensive Records Management. To support regulatory compliance (for example, safety or finance) and eDiscovery (electronic discovery under Federal Rules of Civil Procedure), agencies need to be able to efficiently access and compile all historical documents, design plans, and images needed to support litigation.
Accountability, Transparency, and Effective Stewardship of Tax Dollars. Agencies can improve their accountability, transparency, and stewardship by providing simplified Web interfaces that offer access to the agency’s public content, activity, and performance measures. For example, an agency can provide access to maps and content demonstrating its sound environmental practices, or how it’s allocating funds in accordance with the American Recovery and Reinvestment Act.
360-degree View of Projects. Agencies benefit from a single solution that can manage projects of any size, adapt to various levels of complexities within a project, and intelligently scale to meet the needs of various roles, functions, or skill levels in an organization and on a project team.
Complete Business Intelligence. Oracle’s technology solutions provide relevant insight to everyone in an organization through interactive dashboards, ad hoc queries, notifications and alerts, enterprise and financial reporting, scorecard and strategy management. This results in improved decision-making, better-informed actions, and more efficient business processes.
“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
Oracle Database – Back-end repository, spatial
Oracle WebCenter – Unstructured content, records management, social and collaboration, Web experience management, next-generation user experience, and portal
Oracle Business Intelligence – Includes reporting, dashboards, and drill-downs
When Elmo talks about transportation, he’s really only thinking
about the planes, trains, and automobiles (and rocket ships of course) kinds of
transportation. Here at Oracle, the Travel
and Transportation vertical market goes a lot deeper and wider than most
furry red creatures would ever imagine. Oracle
leads in this vertical with some pretty amazing stats:
Leadership in Travel and Transportation
the top 20 airlines get better results with Oracle
the 20 top hotels get better results with Oracle
the top 20 North American logistics service providers get better results
the top 10 North American trucking companies get better results with
the 5 top ports get better results with Oracle
When I originally started thinking about focusing this week
on “WebCenter for Travel and Transportation,” I have to admit that I was a bit
skeptical myself about what I would find for showcasing our solution set’s
strengths in this area. Deep down, I knew that Oracle WebCenter has an
essential role in many implemented solutions within Travel and Transportation,
and I was happy to find a wide variety of customers and partners that are all
great examples of where WebCenter adds value within this arena.
WebCenter solutions are complementary and supplemental to all
of the solutions you’d find listed within this industry encompassing all means
of travel and hospitality, shipping, passenger and freight transportation by
air, water, road or rail. Trucking, shipping and other logistics organizations
can improve their efficiencies and cut invoicing costs, while Airlines improve
the web experience for their customers. Organizations are providing collaborative
portals for their truckers and other employees to communicate with each other
while on the road or with their offices while managing all important assets in
a centralized repository for digital content and documents for their dynamic
enterprise portals and back-office business processes. Whether you know it or
not, one of the WebCenter pillars: WebCenter Content, WebCenter Portal, WebCenter
Sites or WebCenter Imaging and Capture are often there behind the scenes
keeping business moving while providing an engagement platform for employees,
customers, partners and executive management to do their job with a smile on
their face instead of a frown of frustration.
Oracle Solutions for Transportation help Airlines like the Emirates keep costs down, efficiencies high and employees happy.
So – welcome to another week of exploration into areas where WebCenter
makes a difference. I hope you’ll join us for a few minutes to explore or more
to listen to one of the webcasts we’ll be featuring this week. We’ll be
featuring some success stories, partner highlights and industry news. If you’ve
never even heard of APTA or AASHTO before this week – you’ll gain a new found
respect for our transportation infrastructure or how cool it is to see how it’s
managed, maintained, improved and sometimes even destroyed to make room for
something new (check out the video below boys!)
Here is a brief overview of Team Informatics that we hope you will find useful and informative.
TEAM Informatics, Inc. (www.teaminformatics.com) is an employee-owned, Minnesota-based
software products and systems integration firm with a global customer base.
TEAM was formed over 10 years ago and has experienced a sustained aggressive
growth rate with over 200 global customers.
is an Oracle Software Reseller and a global member of the Oracle Partner
Network, specializing in areas such as WebCenter Content, WebCenter Portal and
WebCenter Sites (formerly FatWire). Offerings include professional services,
managed services, enterprise and development support, and an expanding set of
products. In addition, TEAM is a Google Enterprise Partner and Reseller for the
Google Search technologies. TEAM's suite of business applications include TEAM Cloud for managed
delivery of WebCenter products on an Oracle engineered system,TEAM GSA Connector for enterprise search, TEAM Sites
for enabling web experience management, TEAM Email Manager for email and communication compliance and
management, and ContentWorxfor complex document
process management and assembly. Get more information on these and all of
TEAM's offerings atwww.teaminformatics.com.
growing customer base, they have been able to showcase and announce key
customer successes, as well as nurture partnerships to provide best-in-class
solutions. Some of their most recent announcements include:
These announcements reflect TEAM’s on-going strategy of
providing solutions that get the most out of software, providing all-in-one
solution packages, and growing in each vertical with each successful project. Their
commitment to their customers is only strengthened by their commitment to
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. The Oracle Excellence Awards for Oracle
Fusion Middleware Innovation recognizes customers and partners that have
excelled in driving business value together with Oracle in eight award
categories including Oracle WebCenter. Nominations for 2013 Awards are now open. Details and nomination
forms can be found here.
Deadline for submission is June 18th, 2013!
The Oracle ecosystem of partners and alliances is vast and wide on a global scale. Within our WebCenter family, we have a rich diversity of partners offering additional value to help our customers get the most from their technology investments. As we all know - there is so much more beyond just the technology acquisition that leads to success for each implementation.
With this in mind, we've decided to spend this coming week taking a deeper look at a handful of our WebCenter partners. In the realm of blog-time, a five day period is relatively short - so if your favorite partner isn't featured this week - don't give them grief about it - this is really only a subset of our larger partner community that responded to a quick ping for participation. If you are a partner reading this and have something interesting to add to the conversation for a future feature - please contact me @ firstname.lastname@example.org we can add you to a future partner-focused week on WebCenter Social channels.
TekStream Solutions is an Atlanta-based technology solutions company that specializes in addressing the company-wide IT problems faced by enterprise businesses, such as consolidating and streamlining disparate content and application delivery systems and the market challenges to create “anytime, anywhere access” to data for employees, partners and customers. TekStream’s IT consulting solutions combined with its specialized IT recruiting expertise helps businesses increase efficiencies, streamline costs and remain competitive in an extremely fast-changing market. We are an Oracle Gold Partner specializing in the sales, deployment, resourcing and service of the Oracle WebCenter suite. Our mission is to use our extensive IT experience to deliver tangible business results enabling our clients to profit from the advanced use of technology. We strive to build long-term client relationships based on a shared vision for success and a relentless focus on quality delivery to exceed our client’s expectations. As we adapt to customer demand and solve the most valuable challenges Oracle customers face, we are happy to officially announce the launch of our new services aimed at improving the customer experience by leveraging the most complete portfolio of portal, web experience management, content, social, and collaboration technologies: Oracle WebCenter
TekStream’s experts discuss the complex, and extremely rewarding, next generation Oracle Cloud solutions. Learn how TekStream’s proven methodology quickly and efficiently provides cloud-based solutions for the Oracle WebCenter Content, Imaging, Sites, and Portal family of products. Based on a world-class hosting service, CloudStream provides customers with turnkey content and information solutions delivering intelligent performance, ease of use and ease of management, and a rapid return on investment. Dig into the details and learn the top 5 value-added tips and tricks on how to significantly reduce your innovation debt while giving your company the tools and time it needs to scale. Imagine a world where your data migrations, managed services, upgrade implementations, and hosting services work in perfect harmony. That’s the best WebCenter experience at the lowest cost. That’s CloudStream.
2) TekStream University:
Customers engaging with TekStream University can be assured that they will receive professional and effective instruction on the Oracle WebCenter stack of products while having access to consultants who have hands-on best practices to supplement our training agenda. Available onsite, at a National training facility, or in the Virtual classroom, our consultants/trainers average over 10 years of experience in their given product expertise and are eager to share that wealth of knowledge with TekStream clients. TekStream’s experience, complemented with TekStream University’s streamlined standard training materials (including a course manual, PowerPoint presentations, and hands-on labs), ensures that students receive practical instruction that can be directly applied to their own environments. TekStream University Datasheet
3) WebCenter Content Connector
Oracle customers seeking to deploy WebCenter Portal (WCP) and Spaces utilizing WebCenter Content (WCC) as the foundation for easily accessing content have been faced with the dilemma of using an older version of Contribution Folders aka Folders_g, from WCC. FrameWork Folders is a long-awaited upgrade to Folders_g, providing scalability and new features. As of the current release of WCP/Spaces and WCC, there is no out-of-the-box support for WCP/Spaces to utilize the FrameWork Folders’ capabilities. TekStream has created a connector application which now allows WCP/Spaces environments to maximize the potential of content integrations with WCC utilizing FrameWork Folders. WebCenter Content Connector Datasheet
4) WebCenter Imaging Upgrade
Customers currently deployed on Optika, Stellent, or Oracle Imaging and Process Management (I/PM) solutions are quickly coming to terms that their existing applications have become outdated. Optika/Stellent/Oracle I/PM customers should look to enhance and expand their I/PM solutions by upgrading to Oracle WebCenter Imaging 11g, which has been updated to include mission-critical features that improve usability and functionality. TekStream provides Stellent and Oracle UCM customers with an upgrade path designed to limit the risks of data loss, loss of functionality, and reduce the overall impact to the organization that comes from large-scale upgrades. WebCenter Imaging Upgrade Datasheet
5) ResCare Case Study
Our client is a leading North America human services and support provider, serving more than a million people each year, at over 1,000 locations across the country. They provide residential, therapeutic, job training and educational support to people with developmental and other disabilities. Our client also provides these services to seniors who need in-home assistance, to youth with specials needs, and to adults who are experiencing barriers to employment. Our client’s business has continued to grow through organic growth and acquisition and now has annual revenue over $2B and operating their services on a national level.
TekStream resources led the requirements, design, development, testing, deployment, and post-implementation effort to streamline the high-volume invoice handling process through the automation of paper and email-based input channels, leveraging Oracle’s WebCenter Imaging, Document Capture, Forms Recognition, and EBusiness Suite Accelerator. These enterprise level tools provide an integrated solution for customers using Oracle’s EBusiness Suite solution to eliminate paper-based routing and storage, enable automated and electronic workflow approvals, reduce manual data entry of invoice information and provide visibility into the overall Accounts Payable process. In addition, this solution is capable of being used for other business processes and is supporting our client in automating their Oracle iExpense solution be providing electronic imaging for expense report receipts and in the automation of their Capital Expense approval process by automating the imaging, routing and approval of multiple documents associated with approving large scale projects. ResCare Case Study
6) WCC 11g Upgrade
Oracle WebCenter Content (WCC) provides industry-leading document management and records management services designed to support the most demanding enterprise. In today’s environments, organizations have multiple content management systems deployed. Most of these were purchased to support specific department needs while others are older systems that are no longer supported. WCC provides a robust content management platform that can support organizations down to the department level while providing the enterprise consistency needed to drive business at a macro level. TekStream provides strategic Services to assist companies in streamlining their content management consolidation, migration, and upgrade efforts to Oracle WCC 11g. WCC 11g Upgrade Datasheet
7) QuickStream Methodology
QuickStream is a four to six week service engagement aligning business stakeholders and IT organizations before a project begins; the insight provided helps organization avoid the negative business outcomes of IT project failures due to unmet quality, cost, and time expectations. QuickStream provides organizations with the tools and materials necessary for successful implementations, including:
• Prioritized Requirements • High-level Technical Design, including Hardware/Software Architecture • Phase 1 Detailed Project Plan including Resource, Cost, and Time Estimate
QuickStream saves you the time and hassle of doing the work yourself, and gives your resources the room they need to focus on growing your business. Rest assured that TekStream offers committed and professional resources to see your project to completion and achieve excellent results. QuickStream Datasheet
Webinar: WebCenter Interaction to WebCenter Portal Migration Planning
As Premier Support services come to an end for AquaLogic Interaction (ALUI) and WebCenter Interaction (WCI), now is the time to plan your migration from these legacy platforms to the WebCenter Portal platform. While ALUI and WCI platforms have provided a long-standing portal solution over the past decade, they can no longer be considered modern portal platforms; and often leave behind an infrastructure that is heavily dependent on their feature set and functionality. Planning a migration from these systems to Oracle's WebCenter Portal and/or WebCenter Spaces requires a proven methodology that leverages experience with both sides of the equation: this is neither the time nor the project to learn on one's feet. In this webcast, learn how to approach and what to expect from a WCI to WebCenter Portal or Spaces migration from the TekStream Solutions migration team. Learn More: http://marketing.tekstream.com/wci_wcp_webinar
If you’re interested in learning how TekStream is perfectly positioned to help you achieve your goals, contact us at Info@TekStream.com or at www.tekstream.com.
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.