WebCenter Sites and WebCenter Portal Delivered by BearingPoint

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1 WebCenter Sites and WebCenter Portal Delivered by BearingPoint Web and mobile channel customer management through collaboration, content management and social computing To get there. Together

2 Multi-Channel Customer Management We help clients to get the most from multi-channel customer management with the right digital strategy combined with Oracle s best of breed WebCenter Suite BearingPoint is a leader in delivering systems integration, Portal, BPM, web development, enterprise web content management and effective customer management through multiple channels and applications. With this expertise and the Oracle WebCenter Suite, BearingPoint has implemented web solutions across all industry sectors. Areas in which BearingPoint is helping clients to maximise customer interactions: Managing Multi-channel and Channel Shift Companies are communicating, selling and delivering services to their customers through an increasing number of channels and need new strategies, structures, processes and tools to deliver customer value in an integrated manner. BearingPoint enables clients to gain a strong understanding of customer preferences and behaviours and helps to build robust IT architecture that supports the customer relationship management (CRM) strategy. Web Content Management A web content management system (CMS) must now offer more than traditional content management functions such as effective authoring, design and publishing. Today s CMS must offer a range of fully integrated tools for collaboration, personalisation, analytics and social computing. BearingPoint is helping clients to create a better web experience for their customers through the implementation of best-in-class web CMSs. Personalisation, Collaboration and Social Computing Personalisation tools such as Oracle s WebCenter Engage enable the dynamic insertion, customisation and suggestion of content in a format that is relevant to the individual user, based on his/her own implicit behaviour and preferences. In parallel, companies not only communicate online with their customers but also offer them the facility to collaborate with other customers. BearingPoint enables clients to secure value and returns from the opportunities created by these important online opportunities. Mobile Devices The shift in customer interaction, through mobile devices, continues to grow exponentially and consumers expect to view content, interact and purchase seamlessly through their mobile devices. Re-platforming a website for display on mobile devices is no longer sufficient as a mobile strategy. BearingPoint is enabling clients to remain competitive in the online space by offering new and innovative services for mobile devices. Business Intelligence and Application Integration New areas of web analytics focus on user profile correlation and custom event, usage and behaviour tracking. BearingPoint helps clients to use such data to support the updating of website content, site features and offerings and to integrate information into back-end applications such as CRM, order management and billing systems. 2 3

3 Right Technology & Right Delivery Approach Digital Customer Interactions Mobile Devices Call Centre Oracle Fusion Middleware Oracle WebCenter Live Engagement Platform Sites Web Experience Management Portal Corporate Applications & Mash-ups Interactive TV Point of Sale BearingPoint has been delivering Oracle WebCenter Sites (formerly FatWire) and WebCenter Portal (including components which were formerly BEA) solutions for clients for over 10 years Customer Social Social Networking & Collaboration Content Enterprise Content Management B2C Portals ATM Background: Oracle WebCenter Sites BearingPoint has worked on over 20 WebCenter Sites implementations across a range of industries and European geographies. Our Dublin based team has 25+ skilled consultants with many years of WebCenter Sites experience. Our Dublin team operates a centre of excellence for projects implemented by BearingPoint practices across Europe, including France, the UK and the Nordics. Background: Oracle WebCenter Portal BearingPoint has been implementing the various components of WebCenter Portal for over 10 years. Our projects typically include a mix of management consulting in the area of customer management and systems integration based on technologies such as WebLogic. Our delivery team has particularly strong experience from version 8.1x up to version Social Networks Kiosks Under the former FatWire brand, BearingPoint had the largest number of FatWire certified consultants in Europe and will be continuing with the Oracle Specialisation Program. Several of our WebCenter Sites engagements have been part of large transformation and customer management programs with integration points required for a variety of back-end systems and Enterprise Resource Planning (ERP) applications. Examples of our WebCenter Portal engagements are detailed on the next page and the diagram offers a view of the functional areas which we are implementing using both WebCenter Portal and WebCenter Sites to deliver value for our customers. The digital customer interacts through multiple channels. The BearingPoint customer management team is helping clients to develop digital strategies that are aligned to the needs and expectations of the customer in a multi-channel world 4 5

4 Sample of WebCenter Projects BearingPoint has Implemented Sample Industry Segments Customer Industry WebCenter Sites Projects Telecoms & Utilities Gaming Media Government Manufacturing Legal Banking & Insurance Large Irish bank The initial project included the design and implementation of a caching strategy, a code review and search engine optimisation (SEO) including friendly URLs for the bank s primary customer-facing website. This was followed by a one year support and improvement contract. Large global bank BearingPoint was selected to provide development and installation resources to support the bank s in-house WebCenter Sites delivery team on a Global CMS project. Customer Industry A nationwide bank in Ireland Government UK city council WebCenter Portal Projects BearingPoint delivered a portal for online mortgage handling with integration into Oracle Siebel CRM. The final solution was designed and deployed using the Siebel Financial Services and esales applications with Oracle WebLogic as the integration middleware to the customer online. For a UK city council, BearingPoint has delivered several Oracle WebCenter Sites and Portal related projects, including a customer information site, a Public Services Online facility and the city council s employee intranet. In the program that delivered customer services online (register certificates, licencing and regulation, waste collection, etc.) Oracle WebLogic was used for all the front-end integration into the CRM application. Global credit card provider Large UK building society Gaming Global online gaming site WebCenter Sites skills were provided by BearingPoint to support the bank s marketing team and business users with their day-to-day management and delivery of the WebCenter Sites CMS. BearingPoint provided a flexible corporate website which is wholly managed by the business unit to allow customers access their share portfolios. The end solution enables business users to create and roll out individually branded customer sites from existing white label sites. The solution also provides for multi-lingual CMS capabilities. BearingPoint delivered all project phases of the CMS implementation up to production cut-over, including design, build, test and train. Government department BearingPoint developed an online interactive Portal solution for delivering a range of services to schools nationwide, including an Online Claims System (OLCS) to support the online capture and processing of teachers claims for payment. The solution also included Single Sign On (SSO) and integration to back-end systems. Manufacturing Global lifecycle power solutions For a global power solutions provider, BearingPoint implemented its new multi-lingual, multi-site customer portal. The project included over 100 sites across a wide geography. Government Central Government agency BearingPoint created an integration broker for sharing data between government agencies with a web front-end for public users nationwide. Media National print and online news provider This project involved the replacement of the client s existing classified advert websites for property, motors and jobs. The three sites were merged into one CMS with integration into the back-end finance ERP and reverse publishing into print. Government department BearingPoint lead the development of a new passport system including the production of new passport booklets with biometric capability. The technical solution was built on Oracle WebLogic. Media International media provider For a Scandinavian international media company, in the later phases of the project, BearingPoint was engaged to support production cut over, bug resolution, performance and caching. Telecommunications international connectivity provider For a telecommunications connectivity provider, BearingPoint in partnership with a team of FatWire delivery consultants, delivered the customer s new website. Telecommunications UK based international telco provider BearingPoint built a fully integrated end-to-end web solution for user registration, online ordering and order tracking, bill viewing and payment and fault logging and tracking. The portal solution was fully integrated into Oracle Siebel CRM for real time data exchange. Supporting Oracle BearingPoint has supported Oracle in the delivery of several additional WebCenter Sites projects under the management of Oracle or the customer s delivery team. 6 7

5 Case Study: WebCenter Sites delivered together with WebCenter Portal Service Birmingham is Birmingham City Council s (BCC) joint venture with Capita Business Services. Its mandate is to provide information and communications technology (ICT) systems to transform the way the Council operates, by improving services, cutting costs and increasing job satisfaction. BCC is the largest city council in Europe and provides services for over one million people. Business Needs Service Birmingham continuously delivers large transformation programs. A number of these programs have significant web and integration components. Three such programs with which BearingPoint assisted are: The migration of BCC s legacy CMS to the WebCenter Sites Content Management System (CMS) which manages BCC s public website The Excellence in People Management (EPM) program which required BearingPoint to create and manage content using WebCenter Sites and to integrate the EPM Portal with WebCenter for the presentation of content The Customer First (CF) program involved transferring and delivering BCC s public services to users through an online channel. There was a requirement to develop a web front-end for all services and integrate it with the underlying CRM system Our Approach In order to provide the Portal, online, integration and web skills needed to successfully deliver the programs, BearingPoint mobilised dedicated teams for each program and a management layer to coordinate between the various programs. The following types of services were provided: Project management and planning Requirements gathering and design Development and integration Test strategy and implementation Automated testing and dashboards Release management Web strategy and future planning Client Results Since BearingPoint started to work for Service Birmingham we have continuously delivered within the agreed plan and budget and provided advanced web solutions. Below is a quote from Service Birmingham s Transformation IT Director. BearingPoint has performed in an excellent manner, often against extremely challenging time-scales. On numerous occasions, BearingPoint has been able to bring in skilled resources at short notice that have enabled the projects to remain on course. They have also ensured that appropriate management resources are available to oversee the BearingPoint work and maintain a high level view of Service Birmingham s objectives. I would highly recommend the use of BearingPoint as they have proved to add real value in terms of both capability and capacity. 8 9

6 Get the most from your WebCenter solutions at the right cost with BearingPoint Managed Services Leading companies succeed by concentrating on what they do best. Why not let BearingPoint help you maximise the return on your Oracle WebCenter solution? Our experts can manage the applications, infrastructure and on-going changes behind your web presence along with offering the right advice and strategy when needed. For over twenty years, BearingPoint s application management services have been trusted by leading organisations in the management of their business applications. Every customer support service is custom designed to meet the needs of the individual customer. We can provide a full support services arrangement including a 24/7 support desk, on-going development, application and database support, upgrades and enhancements. We can also cater for customers who may require a basic support agreement or a developer drawdown facility. Key features of our WebCenter managed services offering: Technology Support Our support team works closely with our solution and infrastructure architects to ensure our clients have scalable and robust deployments to meet current and future business needs. Our support teams are experienced in areas such as caching, publishing, workflow, upgrades, performance and release management Dedicated Team A single point of accountability to a dedicated WebCenter support team with web content management and industry skills to support our clients across Europe Expert Knowledge We are a certified partner enabling us to support your web presence and manage it efficiently. Coupled with general web development experience including accessibility and security standards, this allows us to provide a first class, end-to-end integrated approach Proactive Service Our service provides continuous improvement based on our deep knowledge of WebCenter, enterprise processes and monitoring of call trends ITIL Aligned Service Desk A single point of contact with phone, and web access Predictable Costs and Quality From our results-driven service level agreements Comprehensive Reporting Including incidents, trends and call activity BearingPoint provides customers with a menu of managed service components to select from when designing the support solution. Business Processes Service Desk Managed Services Application Functional Support Data Requirements Workflow Call Capture/Classification Call Routing Call Prioritisation Call Monitoring Configuration Analysis Functional Requirements System Design Ongoing Application Development Minor Enhancements Technical Specification Programming Unit Testing Performance Testing Application Operations Interfaces Batch Job Management Application Security Monitoring Release & Change Management Patches Database Management DB Administration & Tuning Extension/Change Management Imports/Exports Monitoring 10 11

7 Contacts Eric Conway Ireland and EMEA eric.conway@bearingpoint.com Andreas Rindler United Kingdom andreas.rindler@bearingpoint.com Erik Campanini France erik.campanini@bearingpoint.com Ingo Ries Germany ingo.ries@bearingpoint.com Mika Niemela Nordics mika.niemela@bearingpoint.com Konstantin Popov Russia konstantin.popov@bearingpoint.com About BearingPoint BearingPoint is an independent management and technology consultancy managed and owned by its partners throughout Europe. Serving commercial, financial and public services clients, BearingPoint focuses on offering the best possible value in terms of tangible, measurable results by leveraging business and technology expertise. The company is strongly positioned in the business consulting and technology segments. BearingPoint employs 3,250 passionate, experienced and hands-on people focused on their clients needs and success.