Oracle® WebCenter Suite and Oracle Universal Content Management Help Wind River Improve Customer Support, Accelerate Web Site Updates
Wind River Uses Oracle Fusion Middleware and Oracle Applications to Power Enterprise 2.0 Customer Support
Redwood Shores, Calif. – May 18, 2009
News Facts
Wind River, the global leader in Device Software Optimization, is using Oracle® WebCenter Suite, Oracle Universal Content Management, and Oracle E-Business Suite to improve customer service while helping to build valuable long-term relationships with its customers.
As a result of its Oracle deployment, Wind River has significantly increased satisfaction with its customer support portal and reduced the average number of clicks it takes customers to find information by 50 percent. Wind River anticipates that resolving customer concerns, answering customer questions and empowering customer self-service online will result in considerable savings.
Using Oracle WebCenter Suite as its customer support portal, Wind River can integrate customer information from Oracle E-Business Suite with content, such as product manuals, FAQs, and product downloads, managed in Oracle Universal Content Management to help ensure customers have access to the latest and most relevant support information for the products they own.
Wind River enables its customers to personalize their support experience and receive updates regarding patches, application notes, and other relevant content. The company plans to enhance its personalization with WebCenter Suite’s Enterprise 2.0 features and is evaluating the use of RSS feeds, discussion threads and user-driven recommendations.
In addition to providing a personalized interface for each customer with Oracle WebCenter Suite, Wind River is using Oracle Universal Content Management to accelerate the process of adding new material to the site, standardize the look and feel of documentation across its entire product line, and help ensure only the most up-to-date versions of content are available.
Oracle Consulting Services worked with Wind River on the successful customer support portal deployment, which is the most recent implementation in Wind River’s ongoing standardization on Oracle software. The company has also implemented Oracle’s Siebel CRM, Oracle Customer Data Hub, Oracle SOA Suite, Oracle’s Hyperion Planning, Oracle Business Intelligence Enterprise Edition, Oracle Business Intelligence Applications, Oracle Single Sign-On and Oracle Database.
Supporting Quotes
“While the data pulled from the Oracle E-Business Suite helps ensure that customer-specific content is presented through our online support portal, Oracle WebCenter Suite makes it possible for customers to further personalize their online support experience to get the information they want, when and how they want it,” said Nam Doan-Huy, Senior Manager, Business Applications, Wind River.
“Using Oracle Universal Content Management enables our content authors to publish directly to the online support center reducing the demand on our Web team to push out new updates and dramatically increasing the speed at which manuals, FAQs and documentation can be updated,” said Carl Orsi, Online Support Manager, Wind River.
Supporting Resources
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