© 2010 Wind River Systems, Inc. 1 Customer Support Portal Empower Customers with a Highly Integrated Context-Rich Support Portal Yihong XuRao Kondapaka IT Web ArchitectProject Manager

© 2010 Wind River Systems, Inc. 2 Agenda Introduction of Wind River Systems Business requirements for new customer support portal Project overview Features of the new customer support portal Implementation of solutions ROI metrics Q & A

© 2010 Wind River Systems, Inc. 3 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: VxWorks real-time operating system –Mars Land Rover –Boeing 7E7 Dreamliner Common Core System Complex products –Complex customer support issues –Expensive cost to service each customer support call

© 2010 Wind River Systems, Inc. 4 Previous Customer Support Portal Issues 15 years old Collection of legacy web applications built and cobbled together over time –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. 5 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

© 2010 Wind River Systems, Inc. 6 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

© 2010 Wind River Systems, Inc. 7 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 WebCenter 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)

© 2010 Wind River Systems, Inc. 8 Issue and Solutions No centralized content repository and manual publishing process Difficult to find relevant content Outdated infrastructure Oracle Universal Content Management Personalization Platform for future growth

© 2010 Wind River Systems, Inc. 9 OLS Homepage

© 2010 Wind River Systems, Inc. 10 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

© 2010 Wind River Systems, Inc. 11 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?

© 2010 Wind River Systems, Inc. 12 Personalizations Personalized Navigation Use Case

© 2010 Wind River Systems, Inc. 13 Personalizations My Products

© 2010 Wind River Systems, Inc. 14 Personalizations Find all Defects/SPRs for my Compiler 4.4

© 2010 Wind River Systems, Inc. 15 Personalizations

© 2010 Wind River Systems, Inc. 16 Personalizations Find all downloads (patches) for my Compiler 4.4

© 2010 Wind River Systems, Inc. 17 Personalizations Find all downloads (patches) for my Compiler 4.4

© 2010 Wind River Systems, Inc. 18 Personalizations Find all manuals for my Compiler 4.4

© 2010 Wind River Systems, Inc. 19 Personalizations Find all manuals for my Compiler 4.4

© 2010 Wind River Systems, Inc. 20 Personalizations One Click to find all content relevant to the products I own! No need to search/navigate OLS!

© 2010 Wind River Systems, Inc. 21 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

© 2010 Wind River Systems, Inc. 22 Updated Product Navigation Parametric Search –How do I find all the content for Compiler 4.4? 1. Select Technology2. Select Product

© 2010 Wind River Systems, Inc. 23 Updated Product Navigation 3. Select Version Parametric Search –How do I find all the content for Compiler 4.4?

© 2010 Wind River Systems, Inc. 24 Updated Product Navigation Parametric Search –How do I find all the content for Compiler 4.4?

© 2010 Wind River Systems, Inc. 25 My Alerts Alerts Subscription

© 2010 Wind River Systems, Inc. 26 My Alerts - Defects

© 2010 Wind River Systems, Inc. 27 My Alerts - Content My Alerts made possible since all content is mapped to the OLS product hierarchy

© 2010 Wind River Systems, Inc. 28 User Simulation Support Engineers can simulate a customer –Enter their user id

© 2010 Wind River Systems, Inc. 29 User Simulation Support Engineer employee (Nam Doan- Huy) is now simulating customer

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

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

© 2010 Wind River Systems, Inc. 32 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

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

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

© 2010 Wind River Systems, Inc. 35 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

© 2010 Wind River Systems, Inc. 36 Security Model in WebCenter and UCM Entitlement Matrix Content/FunctionsBasicMaintenancePremiumEmployee TechTipsXXXX Application NotesXXXX FAQsXXXX Product ManualsXXXX View Sample CodeXXXX View BSPsXXXX Download BSPsXXX Proactive AlertsXXX Log/View Support RequestsXXX View published SPRs/DefectsXXX Download PatchesXXX Self-Service Licensing PortalXXX Premium PortalsXX Search all Support RequestsX View unpublished SPRs/Defects X

© 2010 Wind River Systems, Inc. 37 Authentication and Authorization

© 2010 Wind River Systems, Inc. 38 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%!

© 2010 Wind River Systems, Inc. 39 What’s Next? Replace Oracle iSupport –Create/View/Update Service Requests in Oracle Teleservice –Develop our own UI using WebCenter/ADF –Integrate into Oracle Teleservice using standard APIs Web 2.0 Features? –Web 2.0 features out-of-the-box functionality in WebCenter –Discussion forums? –RSS for My Alerts?

© 2010 Wind River Systems, Inc. 40 For More Information OTN Enterprise Solutions Cookbook Series “Building Enterprise 2.0 Applications” k/building_e20_applications.html Yihong Xu Web Architect, IT Business Applications Rao Kondapaka Project Manager, IT Business Applications