paas for oracle customer experience: practical paas for oracle b2b cx cloud solutions justin...

PaaS for Oracle Customer Experience:Practical PaaS for Oracle B2B CX Cloud Solutions

Justin GrochoskiDirector of MarketingCustomer ExperienceOct 01, 2014

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 3

Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Program Agenda

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Oracle Platform as a Service

Customer Experience Issues and Challenges

How Oracle PaaS Enables Great Customer Experience

Summary


Key ComponentsOracle Platform as a Service

Database Cloud

Data storage Data import

MobileCloud

Mobile APIs Federated

identity Mobile security Any platform,

any device

Developer Cloud

Source code

management Build deploy

tools Web service

repository

Java Cloud

Logic and

business rules UI

modifications Full power of

J2EE

BI Cloud

Enterprise

analytics Reporting

Documents Cloud

External

document

collaboration Offline syncing Web, mobile,

desktop


Key Features Simplifies Back-End Deployments for Mobile Applications API Repository to enable front and back end developers to work

simultaneously to a common contract Client Agnostic – use Oracle Mobile Application Framework or

any other mobile framework for your apps REST based – JSON friendly Pass through or local security – basic, digest, SAML, token based

Differentiators Push Notifications Data Sync for building offline/online applications Pre built & custom connectors to Oracle & other

applications/services Catalog of application components and services to compose new

apps rapidly

Oracle Mobile Cloud


Key Features Full-featured: Dedicated 11gR2 or 12c DBMS Secure: Encryption - Network, DB, Storage Highly Available: Data Guard, RAC Cluster Managed: Oracle Backs Up, Patches, Upgrades All DB Tools: SQL Loader, Data Pump, JDBC, OCI, Enterprise Manager,

Any Third Party Tools Full portability: On-premise to Cloud

Differentiators All DB Options Secure Highly available with clustering Rapid and fully automated provisioning Fully Managed

Oracle Database Cloud


Key Features Industry’s #1 application server on the best engineered hardware Secure, highly available infrastructure Enterprise-grade, Open, Standard-based Database service & IDE integration Java EE apps, Web Apps, Web Services, REST services Fully managed and supported by ORACLE

Oracle Java Cloud


Key Features Secure, Agile, Team Development in Oracle Cloud Hosted GIT & Maven, Issue Tracking, Code Review, Wiki Continuous Build & Delivery Automated Deployment to JCS, JaaS, and On Premise Facilitates Developer Collaboration

Differentiators Tightly integrated in Oracle Cloud Ecosystem Accelerates Oracle PaaS/SaaS integration and extension Integrated into popular IDEs: Eclipse, JDeveloper, Netbeans Supports the complete software development lifecycle

Oracle Developer Cloud


Key Features Access content anywhere Automatically backup work Securely share and collaborate on content Easily send large files Manage sharing inside and outside the organization

Differentiators Comprehensive audit trail Updates made when offline are automatically synced upon

connection Integrations for Sales, Service and Marketing

Oracle Document Cloud


Customer ExperienceIssues and Challenges


Today, every business faces a digital challenge

around-the-clock availability xxxx big data xxxxxxx change at the

speed of business xxxxxx customer and employee

engagement xxxxxx digital x immediate information xxxxxx

mobile xxxxxx personalized service xxxxxxx real-time fulfillment

xxxxxxx social xxxxxx user experience xxxxxx zero errors xxxxxx


Common cloud concerns

Make changes quickly?

Secure data access?

Avoid business disruption?

Satisfy different user

needs?


Why is Platform as a Service Important to you ?More than a technology decision

Sources: Harvard Business Review “The Truth About Customer Experience” by McKinsey Partners Alex Rawson, Ewan Duncan, and Conor Jones; and Oracle Corp.

Companies are Moving to an “Outside In” Perspective …• Companies have to change fast to move at the same pace

as the customer• A range of available device and connection options are

needed• These options have a high degree of innovation to drive

competitive advantage

… and Turning Themselves “Inside Out”• Customers should never find a dead end in their

interactions• Capabilities can’t be isolated• BI must be holistic• Processes must be integrated


Oracle Customer ExperienceConnecting Every Interaction Your Customer Has With Your Brand

CUSTOMER

MARKETING CPQ COMMERCE SOCIALSALES SERVICE

BRAND


As a Company You Need One Set of Capabilities to Connect to Your Customers; Not Separate Ones

Oracle Confidential – Internal/Restricted/Highly Restricted

16

CUSTOMER

MARKETING

CPQ

COMMERCE

SOCIAL

SALES

SERVICE

BRAND

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 17Oracle Confidential – Internal/Restricted/Highly Restricted

17

CUSTOMER BRAND

MARKETING

CPQ

COMMERCE

SOCIAL

SALES

SERVICE

JAVA

DATABASE

As a Company You Need a CX Cloud … on a Robust Platform

As a Company You Need a CX Cloud … on a Robust Platform

SECURITY& IDENTITY


Oracle PaaS & Oracle Customer ExperienceHow Oracle PaaS Enables Great Customer Experience


Modern CX Cloud

Modern Cloud

Personalized

Applications tailored to your business with the speed and simplicity of SaaS

1 2Connected

Seamless integration of data and processes

across cloud, on premise and third

party

3

SecureTop to bottom security from the industry leader


Why?Personalized CX Cloud

Your users have

CHANGEDSocial Mobile Gen-Y Self Discovery

Learning Choice Innovation Expectation Information


Modern CX Cloud: Personalized

Do More Within Your Cloud. Make It Your Own. Upgrade Safe.

Easily Create New Features & New Applications. Extend SaaS.

Enrich CX Cloud PaaS Tailor User ExperienceSaaS


Tailor Your CX Cloud within Oracle Apps

Benefits: Included in Oracle Apps:

Improve user experience

Increase user satisfaction

Protect tailored changes across software updates

• Tailor your brand

• Tailor data fields

• Tailor workflow processes

• Tailor dashboards

• Tailor UI on any device

• Tailor social conversations

Tailoring done by Business Users


Examples: Business Benefits:

How customers tailor their CX cloud Business Value of Tailoring

Tailor your brand1

2

3

4

5

Tailor data fields

Tailor workflow processes

Tailor dashboards

Tailor display on any device

Promote brand awareness and distinction

Place and validate data on the page

Modify approval processes as needed

Create unique dashboards that matter to you

Configure display on web and mobile

6 Tailor social conversations Select conversations to be updated based on sales actions


Enrich Your CX Cloud with Oracle Cloud PaaS

Benefits Oracle Cloud PaaS

Extend capabilities

One cloud platform

Streamlined development

• Create mobile apps

• Share documents externally

• Simplify and unify BI across business

• Use certified 3rd party apps from Oracle Cloud

partners

• Develop, access data & test apps quickly

Build seamless extensions to enrich CX

to create new features and new applications

with standards-based tools

with applications portable to other platforms


Examples: Business Benefits:

How customers enrich their CX cloud Business Value of Enriching

Create a Mobile App1

2

3

4

5

External Document Sharing

Unify and Simplify BI

Get certified 3rd Party Apps

Develop App & Access External Data

Assist sales reps with automated lead follow-up

Share documents with partners

Gain visibility into partner sales data quickly

Create stunning proposals, contests for reps

Create drug application for MD


Tailor within SaaS. Enrich with PaaS.Personalize Your CX Cloud

Database Cloud

Developer Cloud

Java Cloud

Documents Cloud

BI Cloud

Social Cloud

Data storage Data import

Logic and

business rules UI modifications Full power of J2EE

Source code

management Build deploy tools Web service repository

Social relationship

management Listening, engagement Enterprise social

network Data management

External document

collaboration Offline syncing Web, mobile,

desktop

Enterprise

analytics Reporting

Oracle CX Cloud

Rich tailoring

capabilities Mobile support Embedded social

collaboration Tailor approvals/

workflows

CloudMarketplace

MobileCloud

Unique apps By cloud partners Certified

Mobile APIs Federated identity Mobile security Any platform, any

device

One Cloud Platform


With a Personalized CX Cloud

Your business can

CHANGESocial Mobile Gen-Y Self Discovery

Learning Choice Innovation Expectation Information


Oracle Applications Cloud and ServicesGo beyond other cloud providers. Modern. Complete.

Global HumanResources Talent Management Sales Service Commerce Enterprise Resource Planning &

Performance ManagementMarketing

Social Marketing Social Engagement & Monitoring Social Enterprise Network Social Data & Insight

Storage Compute Messaging Identity Sync

TAILOR

Mobile Java Database Documents Business IntelligenceDeveloper Cloud Marketplace

ENRICH

Applications

Platform

Infrastructure


Oracle’s Cloud Leadership

Cloud Customers in

180+ Countries

13 Global Data Centers

2,100+ CloudCX Customers

21,500,000+ End Cloud Users

10,000+CloudEnterprise Customers

Cloud Customers In

34 Languages


Use Case Overview

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Overview: Competitive Comparison Calculator

• AIM: “Build an iPad application that reps can use to help accelerate sales cycles when competing against SFDC”

• Build next generation application using Oracle’s PaaS for SaaS platform

• Real-life use case to prove platform capabilities and ease of use

• Production-ready system to be leveraged by 1000’s of Oracle sales reps globally on a day to day basis

• Tool for sales reps to show prospects capabilities of Oracle PaaS for SaaS

• Integrated into Oracle’s Engineered Selling Process initiative

Focus & Background


Overview: Competitive Comparison Calculator

• Build a simple to use iPad application for reps

• Reps enter minimal data on prospect

• Application generates a “prospect specific” PDF document using pre-defined TCO/ROI calculations

• Rep then shares PDF with their team via Oracle Social Network

• Rep emails or presents the report to their prospect

• Analytics allows for tracking of rep use of the application and metrics produced

Use Case Scenario

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |35

Use Case Flow


Overview: Competitive Comparison CalculatorHigh Level Flow

Application Built &

Deployed

Rep Gets Report

Sales Rep Enters Data

Data Sent For Calculation

Results Calculated

Metrics Captured


Application Built & Deployed

• iPad application developed using ADF Mobile part of Mobile Cloud

• Server components developed using JDevloper part of Developer Cloud

• Deployed to iPad via Apple App Store

MobileCloud

DeveloperCloud



• Using iPad application sales reps enters prospect data

• Simple to use ADF Mobile UI components make data entry easy

• Data stored on local iPad• Sales rep clicks SUBMIT to start

calculations


Data Sent for Calculation

• Data entered by sales rep now needs to be sent to server for calculations

• iPad application sends data to server running in Java Cloud via REST API calls

• Calculated Data is returned to iPad application as a JSON object from Java Cloud

JavaCloud


Results Calculated

• Java code running on Java Cloud runs rules and derives calculated comparison values

• Java code calls Database Cloud to store results

• Java code calls Database Cloud to store audit report

• Java services communicate with iPad application via REST API’s

DatabaseCloud

JavaCloud


Rep Gets Report

• iPad application renders the calculated data to be shared and discussed with customer

• Rep can request a PDF report and share it via OSN with account team

• Rep can email PDF report or share it via their iPad with prospect

• Report can also be saved for further use and/or additional edits Java

CloudSocialCloud


Data Sent for PDF

• iPad application data is resent to server running in Java Cloud via REST API calls

• PDF document link is returned to iPad application as a URI from Java Cloud

• Rep opens the URI in Safari to download the PDF document from Java Cloud

JavaCloud


Results Calculated

• Java code calls Database Cloud to store results

• Java code calls Database Cloud to store audit report

• Java code builds PDF document from calculations

• Java services communicate with iPad application via REST API’s

DatabaseCloud

JavaCloud


Metrics Captured

• When calculation runs the results are stored in a Database Cloud schema

• Today results can be seen via SQL tools

• Future Enhancement: Use Business Intelligence Cloud to create a personalized dashboard to display metrics

DatabaseCloud

BICloud


High Level Architecture (build the report on iPad)

iPad App

(Mobile Cloud)

Java Cloud

Database Cloud

(Business Intelligence

Cloud)


Data Passed via REST API calls

Calculations completed & stored in DB

iPad App

(Mobile Cloud)Calculated Data

Returned as JSON object

Dashboards read stored data


High Level Architecture (request a PDF)

iPad App

(Mobile Cloud)

Java Cloud

Database Cloud Social Cloud


Cloud)

Sales Rep Requests PDF


PDF created and data stored in

Database Cloud

iPad App

(Mobile Cloud)PDF created and

returned as a URI (link) to the

PDFPDF report

passed to OSN

PDF report



High Level Architecture (request a XLSX)

iPad App

(Mobile Cloud)

Java Cloud

Database Cloud Social Cloud


Cloud)

Sales Rep Requests XLSX


XLSX created and data stored

in Database Cloud

iPad App

(Mobile Cloud)XLSX created

and returned as a URI (link) to

the PDFXLSX report

passed to OSN

XLSX report



Oracle PaaS for SaaS

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Tenets of Next Generation - PaaS for SaaS

True Enterprise Development Platform

Enterprise Grade Runtime Platform

Simple to Understand Limits

Complete lifecycle together with standards-based tools

Secure, Scalable and Governed

Build how you want to .. not get forced into a design

Most Complete PaaS FootprintNext Generation Cloud Capabilities


Most Complete PaaS Footprint

MobileCloud

Oracle CXCloud

DatabaseCloud

JavaCloud

DeveloperCloud

DocumentCloud

CloudMarketplace

BICloud

SocialCloud

Database Back UpCloud


Thank YouJustin Grochoski [email protected] @justingrochoski

mailto:[email protected]