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Maximizing Your IT Investments with Enterprise 2.0

Andreas Stellatos

Principal Sales Consultant, ECM/E2.0 SEE

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Program Agenda

• Business Challenges

• Enterprise 2.0

• Getting Started with Enterprise 2.0

• Customer Examples

• Closing - Q&A

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Business Challenges:

Source of Inefficiencies

Content in Our Organizations: SnapshotDocuments, Images, Email…ever increasing

Online content is exploding into 988 exabytes in 2010 and generally the Digital Universe is growing into 35 trillions of GBs within the next 10 years*.

IDC: Digital Universe Decade, Are You Ready?, May 2010

Paper-Driven Processes Increase Costs and

Cause InefficienciesProcesses take weeks instead of days or

even hours. Cannot easily find, access or

share information. Paper documents are

easily lost or misplaced. Responding to

customer or partner requests takes time, and

inaccurate or out-of-date information gets

distributed

• Costs

• Shipping/Mailing (remote to corporate)

• Handling/Processing (copying, faxing)

• Storage

• Destruction

• Inefficiencies

• Increased document cycle time

• Decreased employee productivity

• Reduced document security and control

• Inadequate customer and partner service

• Difficulty accessing new information outside of silos – discovery costs are high

• Communication vehicles cause process lag and jeopardize content security & accuracy

• Overall corporate knowledge suffers

• Inability for workers to expand networks and share interests decreases efficiency

Knowledge Workers Operate in Silos

• Inability to associate content to multiple business applications

• Users across systems cannot easily share and collaborate on business processes

• Inefficient human element of business processes causes process lag

• No single source of truth for content driving business processes

SharePoint

Processes Span Multiple Systems Creating

Process Gaps

60% Work is often duplicated because people are unaware of each other’s work.

54% Opportunities to innovate are missed because the right people do not work together.

40% of IT budgets are spent on integration

30% of large enterprises run 5 or more packaged applications

83% of employees waste time searching for information

80% of an organization’s content is unmanaged

35% growth in email and data annually

ContentExplosion & Silos

DisconnectedTeams

Process FlowsSpan Multiple Apps

Individual, Team & Enterprise Challenges

*Harvard Business Review – Harris Poll of 536 Knowledge Workers

“Benchmarking Your Collaboration Strategy” – Forrester, November 2009

“Enterprise 2.0: Driving creativity, productivity and

collaboration” UK study reveals:

•The average worker spends over an hour (61.55 minutes) a week

locating documents or files either from e-mail, personal folders or in the

company / shared file servers

•People waste 74 minutes a week copying, pasting and re-entering the

same information into different documents

•80% of workers use their e-mail to store information and files

•96% are open to the introduction of new technologies to help make their

working practices more efficient

•In the past, 44% found insufficient training was a barrier to adopting these

new technologies, while one third (35%) did not find them simple or

intuitive to use

•40% of social network users say they are easier to use than workplace

software

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Enterprise 2.0:

Connecting People,

Content & Processes

Collaborate/share info with Team

Members

Enterprise 2.0

Explained

E2O

Create/AccessContent

Improve Processes

Web 2.0 in the Enterprise = Enterprise 2.0Connecting People, Content & Processes

Enterprise 2.0 is the use of

Web 2.0 tools and technologies in the workplace that

empower end users to collaborate more effectively,

find and share information in the proper context,

and improve the business processes in which they work.

Enterprise 2.0 Enables Next-Generation Workplace

Mike Blackmore

Architect, BT Management Integration

Source: “Leading in Times of Transition: The 2010 CIO Agenda”, Gartner, January 2010

Top CIO Initiatives for 2010

Distributed Capture

Centralized Capture

Content Repository

EnterpriseApplications

Workflow/Monitor

DocumentAttachments

• Capture documents anywhere

Decrease shipping costs

Eliminate paper handling and storage costs

• Store and manage all images & documents in central repository

Reduce cycle time/improve process insight

• Route and delegate images/documents and monitor process

Ensure document accuracy

• Attach and access documents from applications

E2.0: Streamline Paper Processes & Unify Content

HRFinance

Sales

Legal

E2O

IT Marketing

Create Richer Connections

• Group/team workspaces

• Social user profiles

• Personal and group activity feeds

E2.0: Empower Knowledge Workers to Connect,

Contribute, Share & Access

Self-Service Contribution

• Company/product blog

• Team project wikis

• Discussion forums

Share & Access Anywhere

• Company/customer portal

• Corporate intranet

• Content management repository

Initiate Order

Enter Items and Prices

Credit Check

Create PO?

Provide Payment

Submit Order

CRM

Check Customer

Info

E2.0: Bridge Process Gaps

MDM HubCheck Price

in ERPCredit Info

from ERP

Authorize Payments

Order Fulfillment

Invoicing

ERP

Yes

No

Discount Requested

AuthorizeDiscounts

G A P SE20

• Store

• Access and Share

• Collaborate

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Getting Started

with Enterprise 2.0

What You Need in an Enterprise 2.0 Platform

Information AccessModern

User Experience

ContentExplosion & Silos

Enterprise Content Management

DisconnectedTeams

Social Computing &Collaboration

Challenge … Enterprise 2.0 …

Process FlowsSpan Multiple Apps

Social BPM, CertifiedApplication Integration

Enterprise 2.0 Platform

User Experience

Integration Infrastructure

SearchWeb

ServicesAdapters Content SOA & BPM

Social Computing& Collaboration

Third party repositories

CRM ERP Legacy Applications

BI Data Sources

Enterprise Portals

TeamSpaces

Dashboards Composite Apps & RIA

Collaborative Applications

Multi-Channel Access

Content Management

Security

Enterprise 2.0 Solution

Enterprise 2.0 Platform

Oracle WebCenter Suite

Integration Infrastructure

SearchWeb

ServicesAdapters Content SOA & BPM

Oracle WebCenter Services

Third party repositories

CRM ERP Legacy Applications

BI Data Sources

Enterprise Portals

Team Spaces

Dashboards Composite Apps & RIA

Collaborative Applications

Multi-Channel Access

Oracle Content Management

Identity Management

Oracle Enterprise 2.0 Solution

Integration Infrastructure

SearchWeb

ServicesAdapters UCM SOA & BPM

WebCenter ServicesWikis, Blogs, Mashups, Analytics, RSS, Social Networking

Third party repositories

CRM ERP Legacy Applications

BI Data Sources

Enterprise Portals

Team Spaces

Dashboards Composite Apps & RIA

Collaborative Applications

Multi-Channel Access

Identity Management

Oracle WebCenter Suite

WebCenter SpacesPersonal Spaces, Group Spaces & Templates

.NET App Accelerator

WebCenter FrameworkPortlet Integration, Metadata Services, Composer, Business

Dictionary, Task Flows

WebCenter Real Time & Intelligent CollaborationInstant Messaging, Presence, Conferencing

Connections, Brokering, Indexing

Oracle WebCenter Suite & Services

Integration Infrastructure

SearchWeb

ServicesAdapters EAD SOA & BPM

Core Content Services

Third party repositories

CRM ERP Legacy Applications

BI Data Sources

Enterprise Portals

Team Spaces

Dashboards Composite Apps & RIA

Collaborative Applications

Multi-Channel Access

Identity Management

CaptureWeb Content Management

Archiving Imaging

Oracle Content Management

Digital Asset Management

Document Management

Information Rights Management

Records & Retention

Oracle Content Management

Oracle Enterprise 2.0: Integrate and Extend Your

Business

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Enterprise 2.0 in Action:

Use Cases & Benefits

• Achieve better integration with suppliers

• Lower purchasing costs

• Develop products

• Solve problems

• Develop products and services

• Manage knowledge

• Enhance company culture

• Foster collaboration

• Training

• Identify and recruit talent

• Acquire new customers

• Improve customer service

• Develop products

• Enable customers to interact with each other

• Marketing

B2C ~ Customers B2B ~ Partners B2E ~ Employees

How are Companies Using Enterprise 2.0?

E2.0 Improves Customer Satisfaction (42% 80%)Wind River

• Customer service portal

• Personalized experience

• Collaboration tools

• Composite application

• Oracle E-Business Suite integration

• Web content management

COMPANY OVERVIEW

• Global leader in device software optimization (DSO)

• Technology is deployed in more than 300 million devices

worldwide by industry leaders like Apple, Hewlett-Packard,

Boeing, Motorola, NASA, and Mitsubishi

CHALLENGES/OPPORTUNITIES

• Replace an Online Customer Support Application built on PHP, PERL and CGI.

• Integrate with Oracle eBS and iSupport.

• No clear view of customer

SOLUTION

• Personalize customer online experience based on the product and services relevant to their profiles

• Composite Application with eBS functionality surfaced as ADF components and related content from UCM through WebCenter

• Extensible Enterprise 2.0 platform to rollout out discussions & wiki & blog

RESULTS

• Improved customer experience

leading to increased customer

loyalty

• Increased customer satisfaction

from 47% to 82%

• Flexible infrastructure leading to

fast upgrade time and lower TCO

Wind RiverPersonalized Customer Service Website

WebCenter Suite + UCM

Université Laval is Quebec City’s largest university, with 42 thousandusers - including students, faculty and employees.

Oracle Enterprise Content Management powers:

• the document repository for digital e-learning environment - a student and professors’ portal where content is managed by Oracle WebCenter 11g;

• content management system for www.ulaval.ca in addition to 30peripheral Web sites; and

• manages electronic documents for researchers, faculty, and services, including the library where more than 5 million books are scanned, stored in Oracle Universal Content Management and published over the Web.

E2.0 connects people, content & processes

E2.0 Retires 46 Legacy ApplicationsBritish Telecom

• Composite Applications

• Flexible User Interface

• Design dashboard

• Collaboration tools

• Web 2.0 experience

COMPANY OVERVIEW

• One of the world’s leading providers of communications

solutions and services

• Over 110,000 employees, operations in 170 countries,

generating more than $29 B annually

CHALLENGES/OPPORTUNITIES

• Disconnected view of the business from within each holding company: BT Global Services, Openreach, BT Retail and BT Wholesale

• Design dashboard including enterprise applications along with custom application data to better track performance

SOLUTION

• Global Line of Business Portal with complete integration using SOA Suite, OBIEE, WebCenter Suite, UCM and IdMSuite

• Injected ability to discuss, comment, and adjust business processes leveraging WebCenter’s Web 2.0 Services

RESULTS

• Proactively correct service

outages with early alerting to

maintain agreed service

agreements

• Due to quick success, many

new projects will leverage the

Portal platform and add new

Web 2.0 experience for

customers, partners, and

employees

British TelecomGlobal Line of Business Portal

National Revenue AgencyBulgarian Ministry Of Finance

Requirements

• Need to consolidate intranet and general unstructured

information

• Great volumes of scattered content became challenge and

cost-effective

Solution

• Oracle Content Management deployed as the central

repository for ALL unstructured content plus centralized

document, fax, email capturing with Oracle Document

Capture.

• About 40million records/documents and rising, access from HQ

& remote sites

Benefits

• Adhere to Gvmnt compliance regulations

• Greatly reduced volume of paper moving around the

organization

• Big federated records management project under way

Solution

• Implemented Oracle Universal

Content Management to create a

central information hub, highly

secured and reliable.

Institutul pentru Tehnologii AvansateContent Management Solution

Results

• Ensured continuous highly-secured

access to highly-sensitive information

• Eliminated duplication and unused

content

• Improved quality, availability and

awareness of critical information

• Accelerated internal business

processes

• Increased operational efficiency

COMPANY OVERVIEW

• Institute for Advanced Technologies is part of

Romanian Intelligence Service and has a primary role

of assuring the technical support for the entire

institution, specially the ones related to

information&technology and communications

CHALLENGES/OPPORTUNITIES

• Create a centralized, highly-secured repository for allthe organization national-wide data

• Manage in a secure and efficient manner the contentof the organization

• Speed up the approval time for specific workflows ordocument flows

• Enforce policies of retention and security on thecontent stored

• Create very complex document workflows

Oracle Enterprise 2.0 Enables the Modern Enterprise

• Connecting People, Content & Processes

– Modern User Experience

– Enterprise Content Management

– Social Computing & Collaboration

– Business Process & Application Integration

• Improving Enterprise Productivity

– Faster Time to Market

– Drive Innovation

– Competitive Advantage

Gartner MQ Leader

• Enterprise Portal

• Enterprise Content Management

• Enterprise Records Management

• Web Content Management

Forrester Wave Leader

• Enterprise Portals

• Conventional Web Platform

• Web Content Management

• Enterprise Content Management

Questions?

• Oracle’s Enterprise 2.0 blog: http://blogs.oracle.com/enterprise20

• Twitter: http://twitter.com/OracleE20

• Facebook: http://facebook.com/OracleE20

• Is your organization ready for Enterprise 2.0? Take an assessment to find out!http://getsocial.oracle.com

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