webcenter sites and webcenter portal delivered by bearingpoint · for a uk city council,...

WebCenter Sites and WebCenter PortalDelivered by BearingPoint

Web and mobile channel customer management

through collaboration, content management and

social computing

www.bearingpoint.com To get there. Together

WebCenter Sites and Portal delivered by BearingPoint WebCenter Sites and Portal delivered by BearingPoint

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Multi-Channel Customer Management

Managing Multi-channel and Channel ShiftCompanies 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 ManagementA 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 ComputingPersonalisation 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 DevicesThe 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 suffi cient 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 IntegrationNew areas of web analytics focus on user profi le 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.

Areas in which BearingPoint is helping clients to maximise customer interactions:

WebCenter Sites and Portal delivered by BearingPoint

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.


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Right Technology & Right Delivery Approach

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.

Under the former FatWire brand, BearingPoint had the largest number of FatWire certifi ed 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.

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 10.3.

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.

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

Call Centre

Point of Sale

ATM

KiosksSocial Networks

B2C Portals

Interactive TV

Mobile Devices

SitesWeb Experience

Management

SocialSocial Networking

& Collaboration

PortalCorporate Applications

& Mash-ups

ContentEnterprise Content

Management

Oracle Fusion Middleware

Oracle WebCenterLive Engagement Platform

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

Digital Customer Interactions


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Sample of WebCenter Projects BearingPoint has Implemented

Customer Industry WebCenter Portal Projects

Banking –A nationwide bank in Ireland

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.

Government –UK city council

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.

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.

Government –Central Government agency

BearingPoint created an integration broker for sharing data between government agencies with a web front-end for public users nationwide.

Government departmentBearingPoint 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.

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.

Customer Industry WebCenter Sites Projects

Banking – 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.

Banking – 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.

Banking – Global credit card provider

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.

Banking – Large UK building society

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.

Gaming – Global online gaming site

BearingPoint delivered all project phases of the CMS implementation up to production cut-over, including design, build, test and train.

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.

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.

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.

Supporting OracleBearingPoint has supported Oracle in the delivery of several additional WebCenter Sites projects under the management of Oracle or the customer’s delivery team.

Sample Industry Segments

Telecoms & Utilities

Gaming Media Government Manufacturing Legal Banking & Insurance


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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 NeedsService Birmingham continuously delivers large transformation programs. A number of these programs have signifi cant 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 ApproachIn 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 thevarious 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.”


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Get the most from your WebCenter solutions at the right cost with BearingPoint Managed Services

Technology SupportOur 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, workfl ow, upgrades, performance and release management

Dedicated TeamA single point of accountability to a dedicated WebCenter support team with web content management and industry skills to support our clients across Europe

Expert KnowledgeWe are a certifi ed partner enabling us to support your web presence and manage it effi ciently. Coupled with general web development experience including accessibility and security standards, this allows us to provide a fi rst class, end-to-end integrated approach

Proactive ServiceOur service provides continuous improvement based on our deep knowledge of WebCenter, enterprise processes and monitoring of call trends

ITIL Aligned Service DeskA single point of contact with phone, email and web access

Predictable Costs and Quality From our results-driven service level agreements

Comprehensive ReportingIncluding incidents, trends and call activity

Key features of our WebCenter managed services offering:

BearingPoint provides customers with a menu of managed service components to select from

when designing the support solution.

Managed Services

Business Processes Service DeskApplication Functional Support

• Data Requirements • Workfl ow

• Call Capture/Classifi cation • Call Routing • Call Prioritisation • Call Monitoring

• Confi guration • Analysis • Functional Requirements • System Design

Ongoing Application Development

Application Operations Database Management

• Minor Enhancements • Technical Specifi cation • Programming • Unit Testing • Performance Testing

• Interfaces • Batch Job Management • Application Security • Monitoring • Release & Change Management • Patches

• DB Administration & Tuning • Extension/Change Management • Imports/Exports • Monitoring

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.

Contacts

Eric ConwayIreland and EMEA +353 1 418 [email protected]

Erik CampaniniFrance+331 58 86 30 [email protected]

Mika NiemelaNordics+358 40 75 20 [email protected]

Andreas RindlerUnited Kingdom+44 203 206 [email protected]

Ingo RiesGermany+49 69 130 221 [email protected]

Konstantin PopovRussia+7 495 937 [email protected]

About BearingPointBearingPoint 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. www.bearingpoint.com

webcenter sites and webcenter portal delivered by bearingpoint · for a uk city council,...

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