Customer Support Portal
Empower Customers with a Highly Integrated
Context-Rich Support Portal
Yihong Xu
IT Web Architect
[email protected]
1
Rao Kondapaka
Project Manager
[email protected]
© 2010 Wind River Systems, Inc.
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
2
© 2010 Wind River Systems, Inc.
Wind River Systems
• World leader in Device Software Optimization (DSO)
Wind River enables 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
3
© 2010 Wind River Systems, Inc.
Previous Customer Support Portal Issues
• 15 years old
• Collection of legacy web applications built and cobbled together
over time
–
–
–
–
–
4
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
© 2010 Wind River Systems, Inc.
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
5
© 2010 Wind River Systems, Inc.
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
6
© 2010 Wind River Systems, Inc.
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)
7
© 2010 Wind River Systems, Inc.
Issue and Solutions
No centralized content
repository and manual
publishing process
Oracle Universal Content
Management
Difficult to find relevant
content
Personalization
Outdated infrastructure
Platform for future growth
8
© 2010 Wind River Systems, Inc.
OLS Homepage
9
© 2010 Wind River Systems, Inc.
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
10
© 2010 Wind River Systems, Inc.
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?
11
© 2010 Wind River Systems, Inc.
Personalizations
Personalized Navigation Use Case
12
© 2010 Wind River Systems, Inc.
Personalizations
My Products
13
© 2010 Wind River Systems, Inc.
Personalizations
Find all Defects/SPRs for my Compiler 4.4
14
© 2010 Wind River Systems, Inc.
Personalizations
15
© 2010 Wind River Systems, Inc.
Personalizations
Find all downloads (patches) for my Compiler 4.4
16
© 2010 Wind River Systems, Inc.
Personalizations
Find all downloads (patches) for my Compiler 4.4
17
© 2010 Wind River Systems, Inc.
Personalizations
Find all manuals for my Compiler 4.4
18
© 2010 Wind River Systems, Inc.
Personalizations
Find all manuals for my Compiler 4.4
19
© 2010 Wind River Systems, Inc.
Personalizations
One Click to find all content relevant to the products I own!
No need to search/navigate OLS!
20
© 2010 Wind River Systems, Inc.
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
21
© 2010 Wind River Systems, Inc.
Updated Product Navigation
• Parametric Search
– How do I find all the content for Compiler 4.4?
1. Select Technology
22
2. Select Product
© 2010 Wind River Systems, Inc.
Updated Product Navigation
• Parametric Search
– How do I find all the content for Compiler 4.4?
3. Select Version
23
© 2010 Wind River Systems, Inc.
Updated Product Navigation
• Parametric Search
– How do I find all the content for Compiler 4.4?
24
© 2010 Wind River Systems, Inc.
My Alerts
• Alerts Subscription
25
© 2010 Wind River Systems, Inc.
My Alerts - Defects
26
© 2010 Wind River Systems, Inc.
My Alerts - Content
My Alerts made possible since all content is mapped to the OLS product hierarchy
27
© 2010 Wind River Systems, Inc.
User Simulation
• Support Engineers can simulate a customer
– Enter their user id
28
© 2010 Wind River Systems, Inc.
User Simulation
Support Engineer employee [email protected] (Nam DoanHuy) is now simulating customer [email protected]!
29
© 2010 Wind River Systems, Inc.
Elements of OLS
30
W e b C e n te r
S u ite
UCM
S e c u rity
In te g ra tio n
© 2010 Wind River Systems, Inc.
Online Support Logical Architecture
Oracle SSO
O ra c le W e b C e n te r 1 0 g
W e b C e n te r A p p lic a tio n s
P o rtle t A p p lic a tio n
J 2 E E W e b A p p lic a tio n
ADF
J S R -1 6 8 P o rtle t
S tru ts 2 F ra m e w o rk
C o n te n t
C ra w le rs
K nova
K n o w le d g e B a s e
O L S D a ta D B
C Q A P Is
C o n te n t
C ra w le rs
K n o w le d g e D a ta
In d e x
K n o w le d g e M A P
31
C learQ u est
T o p L in k
W id g e t
© 2010 Wind River Systems, Inc.
P ro d u ct m a p p in g
A le rts
R e g istra tio n
D e fe cts
R eplication
E R P (E B S )
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
32
© 2010 Wind River Systems, Inc.
UCM Publishing Flow
Create new content using
UCM templates
Content Contributor
Web Center
Preview
Web Center
Production
Automated Replication
UCM Preview
UCM
Production
Content Approver
- Preview contents
- Approve content using
workflow
33
OLS users
© 2010 Wind River Systems, Inc.
Web Center Suite
O ra c le W e b C e n te r F ra m e w o rk
O ra c le H T T P S e rv e r
O C 4 J _ W e b C e n te r
O C 4 J _ P o rle ts
P o rtle t A p p
W e b c e n te r A p p
JSP
A D F Faces
J S R -1 6 8 P o rtle t
S p rin g B e a n C o n ta in e r
A D F C o n tro lle r
T o p lin k
A D F M odel
D a ta B in d in g s / D a ta C o n tro l
W eb A pp
S p rin g B e a n C o n ta in e r
JSP
EJB
T o p L in k
LDAP
S tru ts 2 C o n tro lle r
S prin g
C IS
S p rin g B e a n C o n ta in e r
EJB
34
© 2010 Wind River Systems, Inc.
T o p lin k
LDAP
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
35
© 2010 Wind River Systems, Inc.
Security Model in WebCenter and UCM
Entitlement Matrix
Content/Functions
Basic
Maintenance
Premium
Employee
TechTips
X
X
X
X
Application Notes
X
X
X
X
FAQs
X
X
X
X
Product Manuals
X
X
X
X
View Sample Code
X
X
X
X
View BSPs
X
X
X
X
Download BSPs
X
X
X
Proactive Alerts
X
X
X
Log/View Support Requests
X
X
X
View published SPRs/Defects
X
X
X
Download Patches
X
X
X
Self-Service Licensing Portal
X
X
X
X
X
Premium Portals
36
Search all Support Requests
X
View unpublished
SPRs/Defects
X
© 2010 Wind River Systems, Inc.
Authentication and Authorization
O r a c le S S O /O ID in fr a s tr u c tu r e
SSO
W e b C e n te r
R etrive user
inform ation
A u th e n tic a tio n
R etrive/S tore user
inform ation
O ID
UCM
N a tiv e a u th e n tic a tio n
ERP
37
R e tr ie v e L ic e n s e
© 2010 Wind River Systems, Inc.
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%!
38
© 2010 Wind River Systems, Inc.
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?
39
© 2010 Wind River Systems, Inc.
For More Information
OTN Enterprise Solutions Cookbook Series
“Building Enterprise 2.0 Applications”
http://www.oracle.com/technology/architect/enterprise_solution_cookboo
k/building_e20_applications.html
Yihong Xu
Web Architect, IT Business Applications
[email protected]
Rao Kondapaka
Project Manager, IT Business Applications
[email protected]
40
© 2010 Wind River Systems, Inc.
Descargar

Place title here: 32pt Arial bold/black