Customer Support Portal Empower Customers with a Highly

Customer Support Portal Empower Customers with a Highly Integrated Context-Rich Support Portal Yihong Xu IT Web Architect yihong. xu@windriver. com 1 Rao Kondapaka Project Manager narasimharao. kondapaka@windriver. com © 2010 Wind River Systems, Inc.

Agenda • Introduction of Wind River Systems • Business requirements for new customer supportal • Project overview • Features of the new customer supportal • 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: Vx. Works real-time operating system – Mars Land Rover – Boeing 7 E 7 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 14 th • Partner with Oracle Consulting Services (OCS) • Scope – – Implement Oracle Web. Center 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 ndoanhuy@windriver. com (Nam Doan. Huy) is now simulating customer ndoanhuy@gmail. com! 29 © 2010 Wind River Systems, Inc.

Elements of OLS 30 © 2010 Wind River Systems, Inc.

Online Support Logical Architecture Oracle SSO 31 © 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 32 © 2010 Wind River Systems, Inc.

UCM Publishing Flow 33 © 2010 Wind River Systems, Inc.

Web Center Suite 34 © 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 35 © 2010 Wind River Systems, Inc.

Security Model in Web. Center and UCM Entitlement Matrix Content/Functions Basic Maintenance Premium Employee Tech. Tips X X Application Notes X X FAQs X X Product Manuals X X View Sample Code X X View BSPs 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 Search all Support Requests View unpublished SPRs/Defects 36 X X © 2010 Wind River Systems, Inc.

Authentication and Authorization 37 © 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 i. Support – Create/View/Update Service Requests in Oracle Teleservice – Develop our own UI using Web. Center/ADF – Integrate into Oracle Teleservice using standard APIs • Web 2. 0 Features? – Web 2. 0 features out-of-the-box functionality in Web. Center – 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_e 20_applications. html Yihong Xu Web Architect, IT Business Applications yihong. xu@windriver. com Rao Kondapaka Project Manager, IT Business Applications narasimharao. kondapaka@windriver. com 40 © 2010 Wind River Systems, Inc.

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