Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter

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Oracle WebCenter in Action: Webcast Series HOST: Michelle Huff, Sr. Director, Oracle WebCenter


Key Trends Impacting Your World

Personalization

Mobile

Social

Multi-Channel

Consumerization

Self-Service


Engaging Customers is Critical for Business Growth


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.


Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter Portal (ADF)


Mike Chandler, Overall Project Lead, Qualcomm

Vince Casarez, Sr. VP of Technology, Keste

Gourav Goyal, Director – Portal and Content Programs, Keste

Welcome!


Agenda Company Overview 4 Keys to a Seamless Customer Experience

– Single Sign-On – Unified View – Self-Service – Integrated Platform

Keste Offer Summary Q&A


Company Overview


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


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


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


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


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


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


4 Keys to a Seamless Customer Experience

Single Sign-On

Integrated Platform Self-Service

Unified View


Single Sign-On Single Sign-On


Unified View


Single Sign-On

Improved user experience

Limited to no failover

Follow corporate security

requirements


Single Sign-On

Uniform enterprise authentication policies across the enterprise Improved security

reporting and auditing Significant password help

desk cost savings


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


Unified View


Unified View Single Sign-On


Unified View


Unified View Engaging User Experience

Easy to navigate

Single integration point for

all customer applications Extremely fast screen

transitions

CUSTOMER SCREENSHOT


Unified View


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


Unified View


Self-Service Single Sign-On


Unified View


Self-Service

Key Features – Account activations

– Enhanced device

transfers

– Customer on-boarding


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


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


Unified View


Integrated Platform Single Sign-On


Unified View


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


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


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


Unified View


DEMONSTRATION


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


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


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

mailto:[email protected]

http://www.keste.com/


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Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter

Technology

Transcript of Qualcomm Provides a Seamless Experience for Customers with Oracle WebCenter