Enable and Empower Business Users: Introduction to Oracle Endeca Information Discovery

Transcription

1 Enable and Empower Business Users: Introduction to Oracle Endeca Information Discovery Pravin Patil Director Business Intelligence Ben Pastro VP North America Sales Copyright Apps Associates LLC. 1

2 Agenda Apps Associates Introduction Data, Intelligence and Insight Types of Data Oracle Endeca Information Discovery (OEID) Live Demonstration Summary Questions & Answers Copyright Apps Associates LLC. 2

3 Performance. Growth. Excellence. Global provider of business & technology consulting services Founded in 2002 Consistent Growth 600+ employees US, Europe, India, Oman Recognized as one of the fastest growing private US companies by Inc 500/5000 (four consecutive years) Strategic Partnerships & Certifications Oracle Platinum Partner & BI Pillar Partner Oracle Specializations (BI, BI Foundation, EBS, SOA & Database) Amazon Web Services Advanced Consulting Certified CMMI Level 3 Certification Flexible & Cost Effective Global Delivery Model Copyright Apps Associates LLC. 3

4 Oracle Focus Lifecycle of Services Advise Implement Train Support Upgrade/ Optimize Host Centers of Excellence Cloud EBS BI EPM BI EPM Services Fusion ERP Middleware Fusion Microsoft Middleware Infrastructure Testing Services Integrated Delivery Across Engagements Govern Plan Standardize Measure Quality Copyright Apps Associates LLC. 4

5 Data, Information and Insight Copyright Apps Associates LLC. 5

6 Data, Information and Insight Copyright Apps Associates LLC. 6

7 It is all about data Image from DOMO. Article How much data created every minute. By Josh James Copyright Apps Associates LLC. 7

8 Types of Data Business Value Business Value Business Value Business Value Analyze Past Trends Forecast Future Business EXPECT DELAYS You know What to Look for Looking for Unknown Nuggets Transactional Data Planning Data Semi-Structured Data Unstructured Data Hardware Hardware Hardware Hardware Copyright Apps Associates LLC. 8

9 Benefits Customers Improve customer loyalty and satisfaction Build better products and services 3 rd Parties Improve operational margin Improve better partnership Impact Workforce Improve productivity Retain best employees Attract A-players The Public Understand unsolicited feedback Improve brand perception and sentiment Copyright Apps Associates LLC. 9

10 What is Information Discovery? Quickly explore all relevant data Model is Easy for business user automatically inferred Advanced search from the data Faceted navigation Relationships Analytics discovered automatically Rapid, iterative change Structured Semi-structured Unstructured, text Even messy data is ok Beyond the data warehouse Copyright Apps Associates LLC. 10

11 OEID Overview Copyright Apps Associates LLC. 11

12 Architecture Web Media Enterprise Data o/s DW Unstructured Content DW Enterprise Data Third-Party Data Copyright Apps Associates LLC. 12

13 Demonstration: Monolithic Devices Inc. Global manufacturer of computing devices : Laptops, Tablets, Desktops Latest Sentinel series of very light weight laptops Great market acceptance due to past reputation of quality product and after sale service Three types of warranties Free one year included in the sale price One time fee for two year extended warranty Per incident Fee for out of warranty issues Service Reps in the field Very experienced Carry service manual with steps to troubleshoot the issues Copyright Apps Associates LLC. 13

14 Manage returns Business Intelligence Look at past Understand trends Use knowledge to plan the future Laptop Desktop Tablet Warranty Extended Warranty Out of Warranty Returns Copyright Apps Associates LLC. 14

15 Return Reasons as entered by desk clerk Structured Unstructured Data Stored as text in tables e.g. Notes columns We know the definition of that data Look for data elements that can help identify a problem Help improve business Return Reason did not like the product don t need it did not like and cover broken found cheaper. Saved money to buy accessory did not need it no reason cover not in stock Copyright Apps Associates LLC. 15

16 Social Media Chatter Unstructured Data Stored anywhere in any format Can be human or machine readable No pattern Cannot tie it directly to a business attribute Has a lot of value Proactively manage risk Ted: hey James. Guess what. I just got the new tablet it is great. Online was cheaper but I like to go to the store. Hard to find accessories. If I cannot I cannot find, find then I will return. James : yup. I heard the same. My brother in law got one and returned the product. He could I cannot not find find the matching cover. I cannot find Ted: Everything is good and it pans like ipad but I still cannot find the cover. Thinking of giving it back before I scratch the surface. James : taking about surface, did you check it out. Comes with a cover and a keyboard. Pretty cool. Copyright Apps Associates LLC. 16

17 Business Problem Are we profitable on our service contracts? Are we charging the right fee to customers to not lose money on service? How is customer sentiment? Can we be proactive Company future riding on this new series of devices Wants to keep customers, retail stores, online stores, media and street very satisfied New KPI added to manage the business customer sentiment BI Server + Essbase Common Enterprise Information Model Endeca Server Hybrid Search/Analytical Database Flexible Data Model Copyright Apps Associates LLC. 17

18 Chatter is very Valuable Understand the complete picture with context from any source Data Warehouse / Business Intelligence Incidents Metric: # tickets # SLA, etc Dimensions: Event Type, Product, Incident, Date Service Incidents IncidentID Event Fix Date Region Devic Time spent Warranty 5 hrs BOOT KBRD 12/3 NE Laptop Y Monitor Screen 12/4 NE Laptop Content Management System Incident Long Text / Notes 1 hr checking the boot problem on the laptop showed kbrd issue. Replaced the kbrd at the 20 th step of the process. Needed special screw Y How do we manage customer satisfaction and negative sentiment? External Content 3 rd Party Agency reviews Websites News Media Great laptop if you do not have to repair. Very hard to replace parts due to mono modular design bay with special screws...company released a new cost efficient laptop. Stock went up but last qtr. due to several boot issues, lot of returns Social Media Citizen Comments and Sentiment Jon: Price is good for the laptops and you can find them at local best buy. But long boot issues in 6 months after I did windows SP1 update.. Copyright Apps Associates LLC. 18

19 OBI-EE Find product with service contract loss Find reason for the loss Look at service representative Review performance (HR data) for service representative capabilities Endeca Root cause analysis through free form notes Employee feedback from HR performance evaluations Customer sentiment from Twitter EPM / Essbase View 2013 service contract plan based on 2012 Adjust plan for 2013 based on root cause analysis Perform what-if analysis Demonstration Script Copyright Apps Associates LLC. 19

20 Consolidated Analysis Proactive Monitor and Predict Problems Faster Root Cause Analysis Faster remediation and planning Manage customer sentiment Increased Employee Satisfaction Up-Sell/Cross-Sell Opportunities Copyright Apps Associates LLC. 20

21 The New Data Delivery Platform Oracle Business Intelligence Best platform for integrated ROLAP and MOLAP BI Server + Essbase Common Enterprise Information Model Oracle Endeca Information Discovery Best platform for Unstructured Analytics Endeca Server Hybrid Search/Analytical Database Flexible Data Model Engineered System : Exalytics Structured Data Unstructured Data OLTP & ODS Systems Enterprise Applications (Oracle, SAP, Others) Data Warehouse & Data Marts Websites Content Systems, Files, Social Media Big Data Copyright Apps Associates LLC. 21

22 Closing Thoughts Where Do You Spend Your Time? Data collection (40%) Data reconciliation (50%) Data analysis (10%) Customers Improve customer loyalty and satisfaction Build better products and services Workforce Improve productivity Retain best employees Attract A-players Does Effort Equate to Business Value? What activities provides value today? What can you change to provide increased value? 3 rd Parties Improve operational margin Improve better partnership Impact The Public Understand unsolicited feedback Improve brand perception and sentiment Copyright Apps Associates LLC. 25

23 Connect With Us Web: YouTube: LinkedIn: Facebook: Copyright Apps Associates LLC. 26

24 Mark your Calendars BIWA Summit Jan at Oracle HQ Topics range from BI, Advanced Analytics, Big Data, Data Warehousing and EPM. In-person event with educational sessions, Keynotes, hands-on-labs and professional networking Location, Oracle HQ, in Redwood City, near San Francisco, CA Visit or for details

25 Thank You!