Oracle and Panduit deliver Exceptional Digital Experiences

A trio of presenters at the Gartner Portal, Content, and Collaboration Summit in Las Vegas gave a talk on “Delivering on the Digital Experience Promise”. I found this to be insightful as a case study, but not revolutionary, more evolutionary. It was a great study in increasing loyalty and revenue from customers.

The trio included:

• Andy Kershaw, Senior Director Oracle Social Network & WebCenter Business Development, Oracle
• Vidya Iyer, IT Delivery Manager, Panduit
• Patrick Garcia, IT Solutions Architect, Panduit

Panduit is a Chicago-based, private company, focused on delivering unified physical infrastructure and networking equipment. They operate with :

• around 4000+ employees
• through a network of partners
  • distributors – selling
  • contractors – installers
  • system integrators

Technology Trends

• Multi-Channel
  • Mobile is just one – but critical in services and form factor
  • Social
  • Store, Restaurant,
  • all customer engagement points affect how the experience is perceived
• Consumerization
  • the level of expectation is high
    • United app – change seat from mobile
    • DirectTV – record TV via mobile app
  • easy with which we have to change services
• Cloud
  • not only moving to SaaS
  • services are available quickly
    • iBeacon? – iStore GPS: http://support.apple.com/kb/HT6048

Lifecycles are becoming shorter and shorter

• implied lifetime in S&P 500 is falling
• Hilton vs. AirBnB

What is Digital Business

Embrase Technology Advances + Empower Customers, Partners & Employees = Increased Profit Margins & Agility

25% of business will lose competitive ranking by 2017 as a result of digital business incompetence

86% of customers will stop doing business with an organization after one bad experience

55% of consumers prefer automated self-service, doubling figures seen in the past 5 years

• AT&T – single click took Andy to credit card update page

Choosing a Global Software Development Partner to Accelerate Your Digital Strategy

To be successful and outpace the competition, you need a software development partner that excels in exactly the type of digital projects you are now faced with accelerating, and in the most cost effective and optimized way possible.

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$14k employees spend 9 hours per week searching for data and not finding it, costing companies >$14k per worker, per year.

61% of invoices are still processed using paper forms and documents

• multiple people involved
• errors
• slow processes

How can Oracle help you enable the Digital Business

• exceptional digital experiences
  • roll based
• contextually managed content
• optimize business process
  • integrating BPM

Exceptional Digital Experience

• consistent customer experience
• roll based information
• across any channel (mobile, web, kiosk, shop floor)
• personalized and relevant content – not general brand content

Example:

L.A. Dept. of Water & Power

– self-service portal

Provide water and power services to the city of LA

• myLA311 app (pay your bill, customer service – report burst pipes, etc)

Contextually Managed Content

• content lifecycle management
• application integration
• security & governance
  • on premis and cloud
  • single consistent way to manage policies

ex: sherwin Williams – automated invoice process

Optimizing the Business Processes

• BPM
• Business Modeling
• Process Automation
• continuous improvement

eg Boeing: efficient business processes

• experts can focus on the process of fixing problems

Oracle WebCenter is the center of Digital Experiences for Business

Panduit Case;

• 2011 business case
  • improve and modern web presence
  • become a solutions provider – not just manufacturing company
  • wanted to provide a unified web experience for partners / SSO to apps / role based & personalized / easy access to services
  • challenges
    • lots of sites and technologies
    • no standard tools
    • hard coded business rules
    • inconsistent mobility experience
    • no tracking of customer applications
    • no role-based services
  • Goal
    • become easy to do business with
    • external customers first
    • improve customer experience and revenue (the ROI that funded the project)
  • Solution Platform
    • WebCenter + Fusion Middleware (SOA)
    • Integrate with backend ERP (Oracle)
    • Integrate with cloud based tools (CRM)
    • Analytics
  • On-premis implementation of WebCenter suite
    • 5 months POC
    • 12 months including
      • UX and Creative
      • Requirements analysis
        • search, product pages, etc
      • Development, Testing, and Launch
  • Go live in January 2013
    • increased quality of sales leads
    • activity up 57%
    • positive customer feedback and usage
    • global, multilingual, website
    • role-based interaction
    • eliminated technology stacks
    • extending self-service request management using BPM