Customer and Employee Self Service Portals via Oracle10g Application Server

1. Customer and Employee Self Service Portals via Oracle10g Application Server Dave McGlone Hitachi Consulting

2. Agenda Hitachi Consulting Introduction Customer Self Service • Business Case - Why is CSS Important? • CSS Framework Employee Self Service • Business Case – Why is ESS Important? • ESS Framework Custom-developed Portal Methodology Technology Overview Questions?

3. Hitachi Consulting Introduction

4. Hitachi Consulting Introduction • Over 20 Years of Successful Engagements • Focus on optimum business results • A unique Knowledge-Driven Consulting® model • A preferred business advisor • Over 900 Employees and Growing Quickly • Continued revenue growth • Delivery capability, nationwide • Headquarters in Dallas,Texas • Knowledge and Experience • Hitachi Consulting expertise – industry, business process and technology • A commitment to knowledge and skills transfer

5. Hitachi Consulting/Oracle Alliance • Hitachi Consulting is a member of Oracle’s Partner Advisory Boards • Hitachi Consulting was the first Oracle Service Provider nationwide • Jointly developed the High Touch Manufacturing solution offering • 2002 Oracle9iAS Most Creative Use of Portal Award (ONEOK)

6. ONEOK – Implemented an Employee Portal Alignmark – Implemented Customer Self Service Portal Recycled Paper Greetings - Developed a custom J2EE web-based store-merchandising application Global 500 Aerospace Company – Reviewed Oracle9iAS environment and prepared recommendations Implemented Rideshare application - OC4J Conducted Business Intelligence prototype via Oracle Discoverer Developed initial Employee Portal site. IHOP – Employee/Business Intelligence Portal Focused on Reporting A Few of Our Oracle10g Clients

7. Customer Self Service

8. Efficiency CSS Retention Sales Business Case - Why is CSS Important?

9. Efficiency CSS Retention Sales Business Case - Why is CSS Important? • Keep Customers • Competition • Churn / Retention • Wallet share • Desired touch point • Improve service • Single point of access

10. Efficiency CSS Retention Sales Business Case - Why is CSS Important? • Increase Efficiency • Reduce call center expenditures • Reduce returns • Reduce warrantee escalation costs • Improve distribution of key documentation • Customer communication alternative • Reduce customer training costs • Reduce printing/distribution costs

11. Efficiency CSS Retention Sales Business Case - Why is CSS Important? • Generate Revenue • Personalization • Cross sell/up sell • Higher market share • Additional sales channel From 2001 to 2003, the percentage of sales derived from the internet will increase by 20%* *Forrester, Inc

12. CSS - Points to Consider • What are you doing today that tells customers you know who they are, what they’ve done, & what they need? • How can customers find out about the products & services you offer & sell? • Can your customers quickly access their account information & find out about a bill or invoice? • When one of your customers has a problem, how do you show you care about them & provide remedies and solutions?

13. The CSS Strategic Framework

14. Customers Partners Higher Market Share Increased Cash Flow Reduce Costs CSS Components – Overview Access Customer Self-Service Creating Customer Loyalty CRM SCM ERP DataWarehouse Personalization Interaction Transaction Service Care For Your Customers Know Your Customers Bill Your Customers Sell to Your Customers • Single View • Profiling • Preferences • Community Interests • Context • Supplier Catalogs • Configuration • “Smart” Ordering • Cross-Sell • Arrange Shipping • Pricing • Payment Options • Purchase History • Security • Returns/Warranty • Order Tracking • Service Requests • Onsite Service Increased Revenue

15. Customer Self-Service (CSS) Principles Know Sell Care Bill CSS Components - Overview Customer interaction should exhibit “simplicity, speed, convenience, reliability, accuracy, cost-efficiency and trustworthiness, as well as being personalized.” • Source: Gartner “The Transformational Effects of Self-Service Processes” May 2001

16. Know Reach Your Goals! • Customer Loyalty • Higher Market Share Know Your Customers Sell Care Bill CSS Principles • Key Concepts • Focus on Your Most Valuable Customers • Foster Community – Bring your customers together • Start the Epidemic – Your customers selling for you • Self-Service Incentives • Passive & Explicit Personalization • Customer Dialogue Incentives • “Single View” for a Customer • Outbound Campaigns • Synergy with Off-line Campaigns • Analyze Results and History & Act Upon Them! • An Iterative Process! • Considerations For Your Organization • Strong Customer Relationship Skills • Strong Marketing Skills for Campaigns, Segmentation, & Analytics • CRM & Campaign Management Tools • Content Creators, Editors, & Publishers • Strong Coordination between Merchandisers & Marketing

17. Reach Your Goals! • Increased Revenue • Average Revenue per Transaction • Cross Sell / Up-sell Revenue Sell Know Sell To Your Customers Care Bill CSS Principles • Key Concepts • Rich Catalog & Service Info • Robust Searching • Purchase History Driven Product Offerings • Product Comparison & Configuration • Cross-sell & Up-sell • Streamline the Ordering Process • Shopping Lists & Quotes • Shipping Options • Pre-screen Customer Credit • Asset Management • Availability & Fulfillment Info • Considerations For Your Organization • Strong Merchandise Management for Product Offerings, Complimentary Products, & Competitive Products • Continued “Care & Feeding” of the Site • Content Management Expertise • Coordination with Credit Organization

18. Reach Your Goals! • Increased Cash Flow • Reduced Costs Know Bill Your Customers Sell Care Bill CSS Principles Key Concepts • On-line Invoices • Pay On-line • Analyze Invoice On-line • Payment Options • Partial Payment • Customer Convenience • Pricing Information • Secure Transactions Considerations For Your Organization • Integration with Backend ERP • Credit Authorization & Limits • Enterprise Security Strategy In Place

19. Reach Your Goals! • Reduced Costs • Increased Service Know Care For Your Customers Sell Bill Care CSS Principles Key Concepts • Tiered Service Levels • Validate Status of Any Transaction at Any Time • Provide Order & Shipping Status • Provide Order History • Handle Returns & Warranty • Accept & Execute Service Requests • Track Service Requests Considerations For Your Organization • Bridge to Click & Mortar • Able to Access & Assess Interaction at all Touch-points

20. The Employee Self Service Strategic Framework

21. Business Case - Why is ESS Important? • Reduce Costs • Reduce Printing, Distribution and Storage Costs • Knowledge Capital Distribution • Transcription Errors • Reduce Headcount • Improve Efficiency and Morale • Enhance Internal Communication • Single Point of Access to Applications • Reduced Workload • Simplified Administrative Procedures • Reduced Mistakes • Desired Channel for Employees • Improve Accuracy • Empower Employees

22. Business Case - Why is ESS Important? Source: The Hunter Group

23. Employees Mobile Employees The Business Case • Improved Employee Productivity • More Accurate Employee Data • Increased Employee Satisfaction • Significant Reduction in Costs General Employee Portal Framework Application Integration Access HR (Payroll, Benefits,…) Enterprise Applications Corporate Portal Procurement System Employee Portal More Productive Employees Functionality • Applications • Corporate Apps • Surveys • Departmental Apps • Administrative • Travel • Vacation Request • Purchase Request • Phone Lists • Personal Profile • Extended • Knowledge Management • Business Intelligence • Employee Purchasing • Employee Training 23

24. Custom-developed Portal Methodology

25. AUser-Centered Planning and Design Process for Portal Development Strategy Implementation • Technical Design • System Design • Integration Requirements • Design Data Access (Structured and Unstructured) • Design Scalability Model • Define Quality Process • Create Test Scripts • Document Technical Issues • Usability • User Profiling • Page Mock-ups and Navigation • UI Interaction Modeling • Customize Taxonomy to End-Users • Validate Search/ Personalization Requirements • Understand User Tasks • Scenario Walk Through • User Sign-off • Content Strategy • Content Inventory • Content Planning • Define Content by End-User Type • Create Taxonomy • Develop Information Architecture • Define Meta Data • Identify 3rd Party Data Sources • IT and Business Architecture • Baseline Business Process • Identify Key Process Changes • Define Functional Requirements • Define End-User Needs • Review IT Architecture • Identify Problems and Issues • Strategy • Business Strategy Validation • Align Strategy with Business Goals • Review and Validate Business Drivers • Research User Needs • Create Portal Roadmap

26. “Best Practices” for Portal Success • Business Case Driven • Use Business to Manage Scope and to Sustain Project Momentum • Robust Collaboration Capabilities • Collaboration is a Key to ROI • Architect for the Future • Scalability, Business Integration, Web Services • Support Mobile Users • Continuum of Access (Mobile, Wireless, Off-Line, …) • Make the Portal “User Embracing” • Build in Usability: Taxonomy, Search, Personalization, Self-Service • Develop a “Governance Model” • Information Policy, Portal Admin, User Access, Publishing, Content Management

27. Insights and Lessons Learned • Understand (Really Understand) Scope and User Requirements • Use the ROI to manage scope and create buy-in • Establish the Right Architecture • Thoroughly address Application Integration Needs • Select Portal technology that is compliant with existing technologies • Develop a Workable Governance Model • Include both internal and External Users • Develop standards and templates and style guides for content • Do not restrict sharing, publishing or reuse • Get the Organization Ready • Enable and Sustain the Change (training, support, communication, roles & responsibilities) • Communicate Expectations for Portal use • Set-up an Effective Project Team • Manage to the Project Scope and Budget

28. Identify Opportunities for Value Creation Improved customer service and customer retention Increased profitability Faster time to market New Distribution Channels Identify Opportunities for Cost Avoidance and /or Cost Reduction More productive employees Training costs Publishing costs Infrastructure costs Support costs Define a Business Case That Can Withstand CFO Scrutiny Value Creation can have the greatest Long Term Impact Value Creation Cost Avoidance Cost Reduction Long-Term Impact

29. Portal Technology Overview

30. Syndicated Content Portlets Security Entitlements Provisioning Personalization Content Management Taxonomy Workflow Collaboration Identity Management Search & Indexing Microsoft (com, .NET) J2EE Application Integration Portal Framework Access Customers Partners Employees Suppliers Internally Facing Externally Facing Portal Types ESS SFA CSS Procurement DSS Supplier Portal Components E-Business Infrastructure ERP Data warehouse SCM CRM

31. Mobile Mobile & Wireless Enterprise Portal Framework Base Framework Client Web Browser Web Server Portal Server Value Added Services Web Services Soap, UDDI Application Security Application Server (Oracle 10g) Content Management Personalization Application Integration Legacy Applications (SAP, Oracle) Directory Services (LDAP) Business Community (Suppliers, Customers,.. ) Database

32. Questions?

33. Dave McGlone Mobile: 303-915-8136 Office: 303-813-6010 eMail: dmcglone@hitachiconsulting.com Thank you! Customer and Employee Self Service Portals via Oracle10g Application Server