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SELF SERVICE PORTALS SRDJAN BAKOVIC
© Grupo VASS · 09/04/2014 AGENDA VASSIT COMPANY OVERVIEW SELF SERVICE PORTALS CASE STUDIES Q&A
© Grupo VASS · 09/04/2014 VASSIT COMPANY OVERVIEW
© Grupo VASS · 09/04/2014 4 COMPANY OVERVIEW 1 | VASS GROUP VASS is an IT consulting firm founded in 1999 with the mission to offer our clients cutting-edge specialized services combined with a high level of innovation. We offer this model with large performance capacity. This positions us as a company capable of performing highly complex projects for large organizations. Agility, commitment and talent are the values that characterize us as a company and justify our motto “The value of making things simple.” We are a 100% private company with a clear international expansion having presence in various countries across Europe and America. We are a company committed to helping others, dedicating 2% of our benefits to charitable causes.
© Grupo VASS · 09/04/2014 5 COMPANY OVERVIEW 1 | VASS GROUP Founded in 2006 and specializing in basic IT Systems Management. In 1998 our Technology Division established VASS Dedicated Digital Marketing. Consolidation of VASS Software Development & Alignment of Industry Specific Products Offering Value Shore ® Services in the UK and USA. In 2010 VASS established operational presence in Central and Latin America.
© Grupo VASS · 09/04/2014 6 COMPANY OVERVIEW 1 | VASS GROUP MADRID Avda. Doctor Severo Ochoa 25 28100 Alcobendas. Madrid BARCELONA Av. Diagonal 210 4º planta 08018 Barcelona UNITED KINGDOM Portland House Stag Place SW1E 5RS London UK EE.UU. 101 Federal St. Suite 1900 Boston, MA 02110 US BRASIL Av. Engenheiro Luís Carlos Berrini, 550 Brooklin - São Paulo – SP Brasil COLOMBIA Carrera 15 Nro. 98-42. Oficina 306, Edificio Office Point Bogotá D.C Colombia PERÚ Avenida José Larco 687, Of.208-Miraflores Lima MÉXICO Av. Homero 425 Int. 203, Col. Polanco 11560 Delegación Miguel Hidalgo México D.F CHILE Av. Apoquindo 3001, piso 9 Las Condes, Santiago Chile
© Grupo VASS · 09/04/2014 7 COMPANY OVERVIEW 1 | SOLUTIONS AND SERVICES DIGITAL BUSINESS DOCUMENT MANAGEMENT PORTALS AND CONTENT MANAGERS (ECM) DIGITAL STRATEGY ECOMMERCE SOLUTIONS MICROSOFT SOLUTIONS CUTOMIZED SOLUTIONS (.NET and JEE) EXPERIENCE DESIGN MULTIDEVICE SOLUTIONS SPECIALIZED SOLUTIONS ERP&SAP CRM SOA&BPM DAM CAPITAL MARKETS BUSINESS INTELLIGENCE IT SERVICE & SUPPORT INFRASTRUCTURE SUPPORT AND COMMUNICATIONS VIRTUALIZED INFRASTRUCTURE MANAGED SERVICES PERFORMANCE MANAGEMNET SECURITY QUALITY AND TESTING CLOUD COMPUTING CLARIVE MOBILE DEVICE MANAGEMENT (MDM) APP VIRTUALIZATION BUSINESS SOLUTIONS BANKING AND INSURANCE INDUSTRY TELCO PUBLIC SECTOR
© Grupo VASS · 09/04/2014 SELF SERVICE PORTALS
© Grupo VASS · 09/04/2014 9 2 | SUCCESS FACTORS Engage User surveys Drive knowledge sharing Encourage Self Service Standards Global strategy Integration standards Branding Simplify Simple and clean design Easy to use Search Enabled Personalized Measure Analytics Metrics SELF SERVICE PORTALS
© Grupo VASS · 09/04/2014 10 2 | HOW WEBCENTER CAN HELP SELF SERVICE PORTALS Enable & Engage Comply 23 Drive Culture 1 Multi-device Responsive design Analytics & Metrics Surveys User Friendly SSO Landing pages Personalization Search Identity Federation Profiles Social Networks Templates Driven Branded Content Multilingual Business Intelligence Multi-Device Multi-revision Secure Template driven Your Self Service Company/Department Strategy Integration
© Grupo VASS · 09/04/2014 11 2 | BEST PRACTISE SELF SERVICE PORTALS START BY DEFINING A CLEAR INTEGRATION AND SSO STRATEGY DEFINE LOCALIZATION AND BRANDING REQUIREMENTSWILL DEFINE DEPLOYMENT STRATEGY IS OVD REQUIRED? IS SOA IN THE ARCHITECTURE? DO NOT DESIGN A SECURITY MODEL THAT ENABLES THE FUTURE RECOMENDATIONS SSO AND INTEGRATION (SOA) ARE TIPICALLY AVOIDED. IF THERE IS A REQUIREMENT INVEST FROM THE BEGINING HAVING A CLEAR VIEW ON WHAT SERVICES/AREAS TO DEPLOY TO WHAT USERS IS KEY TO SELF SERVICE REUSABILITY IS KEY 75% of COMPONENTS CAN BE REUSED - TAKE ADVANTAGE FROM THIS AND PUT FOCUS ON IT UNDERSTIMATE LOAD AND PERFORMANCE – MAKE SURE THE PLATFORM CAN COVER ALL USER ON PEAK PERIODS CREATE LOCALIZED IMPLEMENTATIONS – MOST OF THEM CAN BE REUSED (RUN SURVEYS) FORGET USER EXPERIENCE – FOCUS THE IMPLEMENTATION ON USER JOURNEYS CASES AND NOT FUNCTIONALITY SECURITY GROUPS ALIGNED WITH AD/OID SECURITY IS AT MANY LEVELS, MANY TIMES DELEGATED TO THE APPLICATION – AVOID THIS AS MUCH AS POSSIBLE
© Grupo VASS · 09/04/2014 CASE STUDIES
© Grupo VASS · 09/04/2014 CASE STUDIES 3 | ETB Customer: ETB, Empresa de Telecomunicaciones de Bogotá S.A. (Bogotá Telecommunications Company), is the second largest telecommunications company in Colombia. Employees: 4,300 Annual Revenue: US$ 841.9M (2011) Sector: Telecommunications Objective: ETB is currently undergoing a strategic program to adopt new generation mobile and fibre-optic services. This project will allow ETB to improve their Web / Mobile offering thus improving the quality of service through the portals, maximizing the offered services and customer care mechanisms. At the same time the customers will be offered the possibility to manage their own accounts and data, contract new services and reduce the time they expend speaking with the call center.
© Grupo VASS · 09/04/2014 REFERENCES 3 | ETB Solution VASS has been commissioned to design and implement the portal solution to support this new direction providing: ecommerce platform, self-service portal and mobile applications. Both WebCenter Sites and Portal will be used to implement the solution which will also be integrated with Oracle Siebel and ATG: ATG will be used to allow customers to purchase ETB’s services and mobiles and as the platform ETB’s employees will use on their shops as Siebel front. The self-service application is being set up on WebCenter Portal. WebCenter Sites will manage and serve all the promotional and informative content of the portal. Project: E-Commerce and Portal Transformation programme
© Grupo VASS · 09/04/2014 REFERENCES 3 | ETB Technology
© Grupo VASS · 09/04/2014 REFERENCES 3 | LARGE GLOBAL TELCO Customer: International Customer One of the largest telecommunications companies in the world in terms of market capitalisation and number of customers. With its best in class mobile, fixed and broadband networks, and innovative portfolio of digital solutions Present in 24 countries An average of 120,000 professionals. Consolidated revenues of 24,957 million euros in January-June 2014 More than 315.7 million customers at June 2014. Objectives To become a reference leading Digital Telco Product Development and Innovation Partnership & Venture capital New Digital Services (M2M, eHealth, Financial services, cloud computing) New Business Areas ( Big Data, HTML5- Open Web devices)
© Grupo VASS · 09/04/2014 REFERENCES 3 | LARGE GLOBAL TELCO Solution VASS is managing the new corporate BSS(Business Support System) transformational project for Global Telco, providing specialized Oracle skills and project capacity in multiple countries. This project is based on the use of Oracle WebCenter Portal technology and Portal architecture for building commercial multichannel systems. VASS has helped Global Telco to take full advantage of all the technical features of the Oracle WebCenter platform. The Oracle Portal technology allows the rapid construction of multi-channel systems integrated with back-end business systems, also leveraging the Oracle Fusion Middleware and and portal architecture for building commercial multichannel systems. Benefits 1.Acceleration platform to be deployed on all countries 2.Optimized self service user experience 3.Cost reduction in implementation and support Project: Global Portal BSS transformation with multi-channel front end
© Grupo VASS · 09/04/2014 REFERENCES 3 | LARGE GLOBAL TELCO Newsletter Forums Wikis Blogs RSS Newsletter Forums Wikis Blogs RSS Private Sites Social Networks Public Site ESB / BPEL BACKEND eCare Self Service eCare Self Service Sites & Microsites Cache Analytics SSO Web Content Digital Platform eCommerce (Private and Public) Store Catalogue Marketing Portal Engine CMS eCommerce Engine Portal Engine Order Management Digital Care 3rd Parties Click to Call Click to Chat Gateways 3rd Parties Click to Call Click to Chat Gateways Technology
© Grupo VASS · 09/04/2014 Q&A
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