© 2010 wind river systems, inc. 1 customer support portal empower customers with a highly...
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1 © 2010 Wind River Systems, Inc.
Customer Support Portal
Empower 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 © 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
3 © 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
4 © 2010 Wind River Systems, Inc.
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 © 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
6 © 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
7 © 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)
8 © 2010 Wind River Systems, Inc.
Issue and Solutions
No centralized content repository and manual publishing process
Difficult to find relevant content
Outdated infrastructure
Oracle Universal Content Management
Personalization
Platform for future growth
10 © 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
11 © 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?
20 © 2010 Wind River Systems, Inc.
PersonalizationsOne Click to find all content relevant to the products I own!
No need to search/navigate OLS!
21 © 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
22 © 2010 Wind River Systems, Inc.
Updated Product Navigation
• Parametric Search– How do I find all the content for Compiler 4.4?
1. Select Technology 2. Select Product
23 © 2010 Wind River Systems, Inc.
Updated Product Navigation
3. Select Version
• Parametric Search– How do I find all the content for Compiler 4.4?
24 © 2010 Wind River Systems, Inc.
Updated Product Navigation
• Parametric Search– How do I find all the content for Compiler 4.4?
27 © 2010 Wind River Systems, Inc.
My Alerts - Content
My Alerts made possible since all content is mapped to the OLS product hierarchy
28 © 2010 Wind River Systems, Inc.
User Simulation
• Support Engineers can simulate a customer– Enter their user id
29 © 2010 Wind River Systems, Inc.
User Simulation
Support Engineer employee ndoanhuy@windriver.com (Nam Doan-Huy) is now simulating customer ndoanhuy@gmail.com!
31 © 2010 Wind River Systems, Inc.
Online Support Logical Architecture
Oracle WebCenter 10g
WebCenter Applications
ADF JSR-168 Portlet
Portlet Application
Struts 2 Framework
J2EE Web Application
UCM 10g
CIS
Product mappingAlerts
RegistrationDefects
OLS Data DB
TopLink
ERP (EBS)
ClearQuest
CQ APIs
ReplicationKnowledge DataIndex
Knowledge MAP
Knova Knowledge Base
Widget
Content Crawlers
Content Crawlers
Oracle SSO
32 © 2010 Wind River Systems, Inc.
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 © 2010 Wind River Systems, Inc.
UCM Publishing Flow
UCM Preview Automated Replication
Web CenterPreview
UCM Production
Web Center Production
Create new content using UCM templates
- Preview contents- Approve content using workflow
Content Contributor
Content Approver
OLS users
34 © 2010 Wind River Systems, Inc.
Web Center Suite
Oracle Web Center Framework
Oracle HTTP Server
OC4J_WebCenter OC4J_Porlets
JSP
JSR-168 Portlet
Portlet App
Spring
Webcenter App
ADF Faces
ADF Controller
ADF Model Data Bindings/ Data Control
Spring Bean Container
CIS
Spring Bean ContainerToplink
JSP
Struts 2 Controller
Web App
Spring Bean Container
ToplinkEJB
EJB TopLink LDAP
LDAP
35 © 2010 Wind River Systems, Inc.
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 © 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
Premium Portals X X
Search all Support Requests X
View unpublished SPRs/Defects
X
37 © 2010 Wind River Systems, Inc.
Authentication and Authorization
Oracle SSO/OID infrastructure
SSO
OID
WebCenter UCMR
etr
ive/
Sto
re u
ser
info
rmation
Ret
rive
use
r
info
rmation
Authentication
Native authentication
ERP Retrieve License
38 © 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%!
39 © 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?
40 © 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_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
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