Customer Support Portal Empower Customers with a Highly Integrated Context-Rich Support Portal

1. Customer Support PortalEmpower Customers with a Highly Integrated Context-Rich Support Portal Yihong Xu Rao Kondapaka IT Web Architect Project Manager yihong.xu@windriver.com narasimharao.kondapaka@windriver.com

2. Agenda • Introduction of Wind River Systems • Business requirements for new customer support portal • Project overview • Features of the new customer support portal • Implementation of solutions • ROI metrics • Q & A

3. Wind River Systems • World leader in Device Software Optimization (DSO) Wind Riverenables companies to develop, run and manage device software faster, better, at lower cost and more reliably. • Flagship product: VxWorks real-time operating system • Mars Land Rover • Boeing 7E7 Dreamliner Common Core System • Complex products • Complex customer support issues • Expensive cost to service each customer support call

4. Previous Customer Support Portal Issues • 15 years old • Collection of legacy web applications built and cobbled together over time • Tribal knowledge lost over time • Difficult to upgrade • Architecture grew organically and highly complex over time • Applications built with old versions of Perl, PHP, JSP, Apache • Poor performance

5. Previous Customer Support Portal Issues (cont.) • On-line Support (OLS) content manually maintained by OLS business team • Different manual publish process • Content authors unable to publish content directly • Product Releases a major headache • Difficult to keep content up-to-date • Difficult to find relevant content • No ERP integration -> hard to know their products and issues • Navigation confusing, by Product Family

6. Business Drivers • Customer complaints & dissatisfaction • Happy customers buy more software • Drive self-service • Find answers to their own questions • Increase Customer Satisfaction • Help drive down internal cost • Upsell Customer Support opportunities • Sell more product support

7. Project Phoenix: OLS is Reborn! • Timeline: 5 months • Early July 2008 kick-off • Go-Live December 14th • Partner with Oracle Consulting Services (OCS) • Scope • Implement Oracle WebCenter Suite as our portal platform • Implement Oracle Universal Content Management (UCM) • Improve user experience!! • Personalize the customer experience • My Licenses • My Products • Integration with Oracle ERP • Integrate with Knowledge Base (Knova)

8. No centralized content repository and manual publishing process Difficult to find relevant content Outdated infrastructure Oracle Universal Content Management Personalization Platform for future growth Issue and Solutions

9. OLS Homepage

10. Personalizations • Know Thy Customers! • Know who they are when they log in • Know what they own • OLS shows you content relevant to what you own • You don’t have to search for it • My Licenses, My Products portlets • Key: Integrate with your ERP/CRM • Uncover valuable knowledge about your customers from your OLTP system • Products/Sales Orders/Service Contracts/Install Base

11. Personalizations • Personalized Navigation Use Case • I have an issue with my Wind River Compiler • I’m not sure what version of Wind River Compiler I have. • To research my issue, how can I find all the content relevant to my version of the Compiler and all the bugs associated with it?

12. Personalizations Personalized Navigation Use Case

13. Personalizations My Products

14. Personalizations Find all Defects/SPRs for my Compiler 4.4

15. Personalizations

16. Personalizations Find all downloads (patches) for my Compiler 4.4

17. Personalizations Find all downloads (patches) for my Compiler 4.4

18. Personalizations Find all manuals for my Compiler 4.4

19. Personalizations Find all manuals for my Compiler 4.4

20. Personalizations One Click to find all content relevant to the products I own! No need to search/navigate OLS!

21. Updated Product Navigation • Parametric Search • Search by Technology / Product / Version / Component • How developers use and think of our products • Transform/map from ERP product hierarchy

22. Updated Product Navigation • Parametric Search • How do I find all the content for Compiler 4.4? 1. Select Technology 2. Select Product

23. Updated Product Navigation • Parametric Search • How do I find all the content for Compiler 4.4? 3. Select Version

24. Updated Product Navigation • Parametric Search • How do I find all the content for Compiler 4.4?

25. My Alerts • Alerts Subscription

26. My Alerts - Defects

27. My Alerts - Content My Alerts made possible since all content is mapped to the OLS product hierarchy

28. User Simulation • Support Engineers can simulate a customer • Enter their user id

29. User Simulation Support Engineer employee ndoanhuy@windriver.com (Nam Doan-Huy) is now simulating customer ndoanhuy@gmail.com!

30. Elements of OLS

31. Oracle SSO Online Support Logical Architecture

32. Content Management • Implement Oracle Universal Content Management (UCM) for managing content • Centralize content • Versioning • Key functionality delivered by UCM • Enabled content contributors to publish content directly to OLS • Enabled OLS to differentiate content according to customer levels • Enabled mapping between content to ERP product hierarchy

33. UCM Publishing Flow

34. Web Center Suite

35. Security – Entitlement • Three customer “entitlement” levels, the more you pay, the more you see • Basic • Maintenance • Premium • Employee • Entitlement is determined by license number • OLS checks the license with ERP to determine entitlement level

36. Security Model in WebCenter and UCM

37. Authentication and Authorization

38. ROI • Personalized Content • 25-50% reduction in number of clicks to find relevant content • OLS shows you what content is relevant to you!! • Fewer Service Requests • Product Release post-OLS launch • Three OLS “unskilled” personnel took two days to publish all content • Old OLS – one skilled web developer – one month • Content Owners control their own OLS content ! • Performance • Much improved, significantly less complaints • Customer Satisfaction with OLS portal • In the first month of OLS launch, shot up from 47% to 82%!

39. What’s Next? • Replace Oracle iSupport • Create/View/Update Service Requests in Oracle Teleservice • Develop our own UI using WebCenter/ADF • Integrate into Oracle Teleservice using standard APIs • Web 2.0 Features? • Web 2.0 features out-of-the-box functionality in WebCenter • Discussion forums? • RSS for My Alerts?

40. For More Information OTN Enterprise Solutions Cookbook Series “Building Enterprise 2.0 Applications” http://www.oracle.com/technology/architect/enterprise_solution_cookbook/building_e20_applications.html Yihong Xu Web Architect, IT Business Applications yihong.xu@windriver.com Rao Kondapaka Project Manager, IT Business Applications narasimharao.kondapaka@windriver.com