Agilent Technologies Delivers Web Content and Cuts IT Integration Costs by US$1 Million Annually with Middleware
 
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Agilent Technologies Delivers Web Content and Cuts IT Integration Costs by US$1 Million Annually with Middleware

Precision is paramount at Agilent Technologies Inc., a world-leading electronic and bio-analytical measurement company. Through its four lines of business—chemical analysis, life sciences, diagnostics and genomics, and electronic measurement—Agilent helps scientists, researchers, and engineers to accelerate innovation. For examples, its products are used to test more than half of the world’s 1.13 billion cell phones and help pharmaceutical and biotechnology companies to analyze disease causes and develop new treatments. Its solutions also help the military to become more flexible and mobile, and support efforts to keep air, water, soil, and food clean and safe.

The company looks to deliver the same precision and innovation to its IT environment. Oracle Fusion Middleware, including Oracle SOA Suite, Oracle Access and Identity Management Suite, and Oracle WebCenter Portal, as well as Oracle Database, Oracle E-Business Suite, and Oracle’s Siebel Customer Relationship Management applications factor heavily into this equation.

Agilent implemented Oracle Fusion Middleware components to reduce IT costs and complexity, accelerate time to value, expand the impact of its enterprise applications, and drive its business forward. It increased electronic measurement customer interactions via the web portal and realized a 60% jump in customer satisfaction with the portal experience. Agilent automated identity provisioning and management capabilities, creating single sign-on and gaining the ability to provision a new employee or consultant for IT access in 20 minutes instead of five days. It also cut the average time needed to build new Oracle Fusion Middleware interfaces and is saving more than US$1 million annually in integration-related costs.

 
Getting to Know You

A word from Agilent Technologies Inc.

  • "We increasingly rely on Oracle Fusion Middleware to help us address some of our formidable IT challenges. We have created a portal that is driving more meaningful customer interactions, improving and streamlining identity provisioning and management, and cutting the time to build interfaces. It’s saving us US$1 million annually in integration costs. That is a powerful value proposition." – Rajesh Gathwala, Enterprise Architect, Agilent Technologies Inc.

The markets that Agilent serves change rapidly, so it is important that the company maintains a solid understanding of its customers’ needs and requirements. Agilent’s electronic measurement group understood that its web presence offered an increasingly important and valuable way to interact with customers, provide them with personalized information, and gain new insight into market trends. The company’s disparate web presence and customer information silos, however, did not enable the transparency and agility that Agilent needed to fully realize these benefits. The website also did not support the integrated, seamless customer experience to which the company was aspiring.

“We wanted to provide our electronic measurement group customers with a single myAgilent portal where they could seamlessly interact and conduct business with the company, including checking order status, getting news that is pertinent to them, seeing products that are of interest to them, and even participating in discussion forums. We achieved this objective with Oracle WebCenter Portal, Oracle Identity and Access Management Suite, and Oracle Application Development Framework,” said Balganesh Krishnamurthy, Solution Architect, Agilent.

Today, the company is creating a single view of customers, whether they come in for a discussion forum or to track an order. Agilent also has a single location to manage identities and can analyze how customers are using the company’s web applications. As important, it can serve up personalized content, based on a user’s interactions with the site.

Agilent went live with its MyAgilent portal in the fall of 2012 and realized several important gains in the first six months. First, the electronic-measurement group is seeing more customer interactions via the web portal and there was a 60% jump in customer satisfaction with the site. Users can now log in a single time to access all portal applications and services. Integration with the company’s Oracle iStore and Oracle Order Management applications—Oracle E-Business Suite solutions— enables customers to seamlessly order parts and track order status. In addition, users can seamlessly open service requests via the portal. Agilent is using Oracle Application Development Framework to efficiently create task flows as well as new applications behind the portal. 

Agilent is improving time-to-market for new functionality and web applications, with a target of shrinking the development lifecycle by 60% to three-to-four months, versus 8 to 10 months.

The MyAgilent portal supports 15 languages, and it had more than 120,000 users approximately 12 months after go live. It is equipped with locale detection using geographic internet protocol mapping to set the correct localization for each page’s language and content. During peak use, the portal supports more than 2 million hits in 24 hours.

Thanks to Oracle Identity and Access Management Suite, each user and customer has a centrally managed identity. As a result, users can log in to the portal via different devices and browsers and still receive their personalized content.

“We plan to continue to expand the portal—which we can easily do with Oracle WebCenter Portal—to include functionality for managing contracts, quotes, configurations, and more. Ultimately, the portal will significantly automate the buying cycle, as well as provide a clear and compelling value proposition to customers in exchange for information that enables us to deliver a more personalized experience,” Krishnamurthy said.

 
Realizing the Value of Integrated Identity Management

 
Reducing Complexity and Integration Costs

 
Going Mobile

 
Creating a More Robust Application Server Environment

 
 

 
 

Challenges

  • Deliver more integrated customer service, including providing customers with a single, easy-to-use personalized portal that enables them to efficiently interact and conduct business with Agilent
  • Strengthened identity and access management capabilities and automate key processes to improve user convenience and employee productivity
  • Simplify and accelerate integration development to speed time to market for new applications, including mobile capabilities
  • Reduce IT management costs

Solutions

  • Implemented Oracle WebCenter Portal to create a robust personalized portal that enables customers to efficiently interact and conduct business with the company, including checking order status, getting pertinent news, seeing products that are of interest to them, and even participating in discussion forums.
  • Created a single customer view—regardless of access device or browser—improving the customer experience and increasing the ability to appropriately personalize content
  • Provided users with single sign-on access to the portal and enabled customers to seamlessly order parts, create service requests, and track order status thanks to integration with the company’s Oracle iStore and Oracle Order Management applications—both Oracle E-Business Suite solutions
  • Gained the ability to provision a new employee or consultant for IT access in 20 minutes instead of five days, while improving overall security
  • Reduced the number of identity management-related IT service tickets by 25% with Oracle Identity and Access Management Suite, freeing IT resources to focus on other priorities
  • Used Oracle SOA Suite 11g to create a next-generation middleware platform spanning 41 boundary systems and 169 touch points, as well as supporting 20,000 users
  • Saved US$1 million annually by replacing a TIBCO-based integration environment with Oracle SOA Suite
  • Cut the average time needed to build new application interfaces in half
  • Created interfaces to expose applications to mobile devices in approximately six weeks

Why Oracle

“Oracle Fusion Middleware provides us with versatile solutions—from identity management to web servers—that enable us to reduce IT costs and complexity, accelerate time to value, and drive our business forward. Oracle’s out-of-the-box capabilities, administrative tools, and low cost of ownership are extremely appealing and give us the capability to increase our agility in a rapidly evolving market,” Gathwala said.

Implementation Process

Agilent deployed Oracle SOA Suite to replace more than 100 TIBCO interfaces for all Agilent business units, which run many business-critical and time-sensitive transactions. It completed the project in just seven months.

Oracle Consulting worked with Agilent for its Oracle Identity and Access Management Suite implementation. The company benefitted from Oracle Consulting's knowledge of the solution and streamlined access to product development teams. Oracle Consulting employed its Oracle Unified Method, which helps to develop and implement technology-based business solutions with precise development and rapid deployment.