qualcomm provides a seamless experience for customers with oracle webcenter
DESCRIPTION
Qualcomm is the world leader in next generation mobile technologies. Its ideas and inventions are driving wireless growth and helping to connect people to information, entertainment and one another. In order to provide a seamless Web experience for its customers, Qualcomm teamed with Oracle Partner Keste to deliver an integrated self-service portal that provides a single view of all processes. View this presentation and learn how Oracle WebCenter has allowed Qualcomm to increase customer satisfaction, speed customer on-boarding and improve ROI by delivering a rich, personalized and interactive experience to its end users.TRANSCRIPT
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Oracle WebCenter in Action: Webcast Series HOST: Michelle Huff, Sr. Director, Oracle WebCenter
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Key Trends Impacting Your World
Personalization
Mobile
Social
Multi-Channel
Consumerization
Self-Service
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Engaging Customers is Critical for Business Growth
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Oracle WebCenter
Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers. Drive sales and loyalty with engaging cross-
channel online experiences Provide a single point of access with self-
service portals and application dashboards Enhance productivity with social collaboration Ensure timely, relevant and accurate information
with enterprise content management
Engage Your Customers. Empower Your Business.
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Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter Portal (ADF)
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Mike Chandler, Overall Project Lead, Qualcomm
Vince Casarez, Sr. VP of Technology, Keste
Gourav Goyal, Director – Portal and Content Programs, Keste
Welcome!
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Agenda Company Overview 4 Keys to a Seamless Customer Experience
– Single Sign-On – Unified View – Self-Service – Integrated Platform
Keste Offer Summary Q&A
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Company Overview
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Qualcomm
World leader in 3G and next generation mobile technologies Headquartered in San Diego, CA
Patent portfolio is the most widely and extensively licensed portfolio in
the industry with over 195 licensees 25 years of wireless innovation
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Create a seamless Web experience for customers
One single view of all processes
Unified platform and architecture
Position the business for long-term growth
Business Objectives
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Lengthy and manual customer on-board process (5-7 days)
High sales and support costs
Dated portal look and feel
Performance issues
Problems with back-end application maintenance schedule
Business Challenges
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External public facing transactional portal for the QES division of Qualcomm
Enhanced customer self-service
Integrated with back-end systems and other applications
Built on Oracle WebCenter Portal (Oracle’s Application Development Framework) with Oracle Security Stack for authentication and authorization
Target Solution
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Keste 200 Dedicated Oracle Professionals
– Solution Centers in Dallas, TX and Hyderabad, India Applications Practice:
– Oracle EBS, CRM – Product Configurator (Complex Selling and Ordering
Process) Technology Practice: FMW / Collaboration Specialists
– WebCenter (Portal, Content and Collaboration) – Security – SOA / BPM – Oracle ADF Development – Systems (Cloud and Infrastructure)
Engineered Solutions Practice: – Exalogic – Exadata – Exalytics – Oracle Database Appliance
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Project Delivery Timeline Scoping
Scope and
Vision
Objectives and
Metrics
Architecture and
Approach
Plan and
Governance
Interim Business Reviews and Demos
Design, Development, QA
Jan-Jun 2011 Aug Jul
UAT and Training
Go Live 4/30/2012
Wireframe Design
Sep Nov Oct Dec Feb Jan Mar Apr
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4 Keys to a Seamless Customer Experience
Single Sign-On
Integrated Platform Self-Service
Unified View
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Single Sign-On Single Sign-On
Integrated Platform Self-Service
Unified View
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Single Sign-On
Improved user experience
Limited to no failover
Follow corporate security
requirements
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Single Sign-On
Uniform enterprise authentication policies across the enterprise Improved security
reporting and auditing Significant password help
desk cost savings
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Single Sign-On
1. Improved user experience to access multiple applications from multiple locations with one username & password
2. Reduced operational costs and time to access data
3. Centralized management of users and roles
Key Takeaways
Single Sign-On
Integrated Platform Self-Service
Unified View
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Unified View Single Sign-On
Integrated Platform Self-Service
Unified View
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Unified View Engaging User Experience
Easy to navigate
Single integration point for
all customer applications Extremely fast screen
transitions
CUSTOMER SCREENSHOT
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Unified View
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Unified View
1. Provided a seamless Web experience, with an easy, engaging user experience
2. Presented a single view to the customer, irrespective of how many distinct applications & processes are in-use behind the scenes
3. Brought together data from multiple systems to speed information look up
Key Takeaways
Single Sign-On
Integrated Platform Self-Service
Unified View
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Self-Service Single Sign-On
Integrated Platform Self-Service
Unified View
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Self-Service
Key Features – Account activations
– Enhanced device
transfers
– Customer on-boarding
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Self-Service
Key Benefits – Reduced customer
onboard time from 5-7 days to 15 minutes
– Online, automated process vs. previously manual process
– Reduced physical effort in key business process steps
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Self-Service
1. Significantly reduced customer on-boarding time by allowing users to serve themselves
2. Increased online transactions and improved customer satisfaction
3. Reduced manual effort in key business process steps by making them self-service
Key Takeaways
Single Sign-On
Integrated Platform Self-Service
Unified View
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Integrated Platform Single Sign-On
Integrated Platform Self-Service
Unified View
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Integrated Platform
Integrates with: – Unity Core – Salesforce.com – Merchant e-Solution for
credit card – Custom Qualcomm
Applications like CUPS and AUTO
– Security utilizing OID and OVD
– Back end integration with EBS (Dataguard) and iQ Database
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Oracle E-Business Suite Inventory, BOM, Order Management, Installed Base, Dataguard, Service Contracts, Mobile
Supply Chain
Keenan/Arbor Billing System
Home Grown Provisioning, Activation
3rd Party Systems
User Categories Internal Administrators Customer Administrator Dealers Actual End Users
Network Management System
Customer Web Portal Next Generation iQ
Integrated Platform
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Integrated Platform
1. Provided better integration with Marketing Portal and other in-house systems
2. Single platform to push information to customers while retaining user context
3. Connected separate systems through data sharing and automated transactions
Key Takeaways
Single Sign-On
Integrated Platform Self-Service
Unified View
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DEMONSTRATION
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Key Benefits Leveraging Oracle Platform
Reduced end-to-end time to onboard new customer from 5-7 days to 15 minutes (100% productivity improvement) Increased market footprint for Qualcomm products through successful
launch of the lower cost device Significantly reduced manual effort in key business process steps by
making them self-service Reduced IT support time needed through higher availability Engaging, easy to use Web experience
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Why Oracle
Re-developed 10+ modules spanning 200+ pages in Oracle WebCenter Portal (ADF) with modern look and feel New features for enhanced self service and automation such as
Activations, enhanced device transfers and customer on-boarding Provided better integration with Marketing Portal and retaining user
context by implementing Oracle Security Stack Better availability by utilizing Oracle Dataguard to decouple from back-
end application database
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FREE: HALF-DAY STRATEGY ASSESSMENT: – Your current environment – How you can take advantage of Oracle WebCenter (Available to the first 10 that reply)
FREE: ONE HOUR CONSULTING SESSION:
– with the Experts from Keste at Oracle OpenWorld (only a limited number of slots still available)
CONTACT: [email protected] to reserve your session today Stop by BOOTH 2321 SOUTH at Oracle OpenWorld
Keste Offer
www.keste.com
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Join the Oracle WebCenter Community Oracle WebCenter blog: http://blogs.oracle.com/webcenter Oracle WebCenter Homepage: http://oracle.com/webcenter Oracle WebCenter Newsletter: http://oracle.com/newsletters Twitter: http://twitter.com/oraclewebcenter Facebook: http://facebook.com/webcenter
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