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• Knowledge Management Feedback

  - by Robert Schweighardt

  Did you know that you can provide feedback on Knowledge Management (KM) articles? It's nice to read a technical article that is well-written, the grammar and spelling are correct, the information is up to date, concise, to the point, easy to understand and it flows from one paragraph to another.  And though we always strive for a well-written article, it doesn't always come out that way. Knowledge Management articles are written by Oracle Support Engineers and we welcome your feedback.  Providing feedback helps to improve Oracle's Knowledge Base.  If you're reading a KM article and you have a comment, please let us know about it.  Maybe it's just to fix a spelling or grammatical error.  Maybe there's a broken link that needs to be fixed.  Maybe it's a suggestion to provide additional information.  Maybe the article contains incorrect information.  Maybe some information in the article is outdated.  Maybe something is not clear in the article.  Whatever it is, we want to hear about it.  We value your input! When you provide feedback it goes directly to the owner of the article.  The owner carefully reviews the comment and decides whether or not to implement it.  Most comments are implemented and we strive to implement them within a week!  For those comments that are not implemented, there is normally a good reason.  It may not be feasible to implement the suggestion or the suggestion may not be correct.  We don't take the decision lightly! So how do you provide feedback? Providing feedback on a KM article depends on whether you're a customer or an Oracle Employee. Customer 1. In the upper right hand corner of the article, click on the little +/- Rate this document icon: Note: The grayed out Comments (0) link will only show a number when there are open comments that are still being evaluated. 2. In the Article Rating window, complete as many of the following optional fields as you like and then click the Send Rating button: Rate the article as Excellent, Good or Poor Specify whether the article helped you or not Specify the ease of finding the article Provide whatever comments you have Employee The interface for Oracle Employees is a little bit different, there are more options. 1. The +/- Rate this document icon is also available to employees and is identical to what the customers have.  Please see Customer section above. 2. The Show document comments link shows all comments that have ever been submitted for the article 3. Employees have an additional way to submit a comment.  Click on the little + Add Comment icon: 4. Fill out the Add Comment fields and click the Add Comment button: We look forward to your feedback!

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• Social Analytics and the Customer

  - by David Dorf

  Many successful retailers put the customer at the center of everything they do, so its important that the customer is modeled correctly across all their systems.  The path to omni-channel starts and ends with the customer so at ARTS, our next big project is focused on ensuring a consistent representation of customers across our transactional data model, datawarehouse model, and XML schemas.  Further, we've started a new whitepaper that describes how Big Data and Social Media Analytics should be leveraged by retailers to add and additional level of customer insight. Let's start by taking a closer look at the meaning of social analytics.  Here's my definition: Social Analytics, in the retail context, describes the analysis of data obtained from social media sources in an effort to better comprehend and interact with the community of consumers.  This discipline seeks to understand what’s being said by the community about brands and products (“monitoring”), as well as understand the behaviors of those in the community (“profiling”).  The results are used to enforce the brand image, improve product decisions, and better focus marketing, all of which lead to increased sales. To help illustrate the facets of social analytics, I drew the diagram below which was originally published by Retail Touchpoints. There are lots of tools on the market that allow retailers to monitor social media for brand and product mentions.  These include analysis of sentiment, reach, share of voice, engagement, etc.  When your brand is mentioned, good or bad, its an opportunity to engage with the customer and possibly lead to a sale.  Because products are not always unique, its much more difficult to monitor product mentions, but detecting product trends early can help a retailer make better merchandising decisions, especially in fashion. Once a retailer understands what's being said, the next step is learn more about who's saying it.  That involves profiling customers beyond simple demographics to understand their motivations.  Much can be learned from patterns, and even more when customers voluntarily share their data.  Knowing that a customer is passionate about, for example, mountain biking allows the retailer to make relevant offers on helmets, ask for opinions on hydration, and help spread marketing messages. Social analytics has many facets that benefit retailers, some of which are easy but many of which are hard.  Its important for the CMO and CIO to work closely together to plan for these capabilities and monitor the maturity of tools on the market.  This is an area that will separate winners from losers.

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• Webinar: Meeting Customer Expectations in the New Age of Retail

  - by Sanjeev Sharma

  Webcast Date: Thursday, November 8, 2012 Time: 10am PT/ 1pm ET The retail market has expanded into the online, mobile, and social worlds. But the key to success hasn’t changed since the days of traditional, brick-and-mortar business. It’s still about service. A successful retailer today in omni-channel customer engagement must be able to deliver quality service that meets customer expectations. For many retailers, Oracle Web commerce applications help them achieve that success, allowing them to market, interact, and transact across multiple channels in a predictable, consistent, and personalized manner. Join us for this Webcast, and learn what Oracle applications can do for your business. In this session, we will discuss: The significance and dimensions of modern omni-channel customer experience The Oracle Commerce platform Real-world examples of business value derived by running customer-facing applications on Oracle Engineered Systems Register today Speakers: Sanjeev Sharma Principal Product Director, Oracle Exalogic, Oracle Kelly Goetsch Senior Principal Product Manager, Oracle Commerce, Oracle Dan Conway Senior Product Manager, Oracle Retail, Oracle

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• Customer Experience Management : A conversation with world experts RTD

  - by David lefranc

  A conversation with world experts in Customer Experience Management in Rome, Italy - Wed, June 20, 2012 It is our pleasure to share the registration link below for your chance to meet active members of the Oracle Real-Time Decisions Customer Advisory Board. Join us to hear how leading brands across the world have achieved tremendous return on investment through their Oracle Real-Time Decisions deployments and do not miss this unique opportunity to ask them specific questions directly during our customer roundtable. Please share this information with anyone interested in real-time decision management and cross-channel predictive process optimization.http://www.oracle.com/goto/RealTimeDecisions

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• Customer Experience Management : A conversation with world experts RTD

  - by David lefranc

  A conversation with world experts in Customer Experience Management in Rome, Italy - Wed, June 20, 2012 It is our pleasure to share the registration link below for your chance to meet active members of the Oracle Real-Time Decisions Customer Advisory Board. Join us to hear how leading brands across the world have achieved tremendous return on investment through their Oracle Real-Time Decisions deployments and do not miss this unique opportunity to ask them specific questions directly during our customer roundtable. Please share this information with anyone interested in real-time decision management and cross-channel predictive process optimization.http://www.oracle.com/goto/RealTimeDecisions

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• Customer Webcast: Alcatel-Lucent Creates a Modern User Experience

  - by [email protected]

  Today, customer satisfaction is critical to a company's long-term success. With customers searching the internet to find new solutions and offerings, it's more important than ever to deliver a modern and engaging user experience that's both interactive and community-based. Join us on June 30th for this exclusive LIVE Webcast with Saeed Hosseiniyar, CIO of Alcatel-Lucent's Enterprise Products Group, and Andy MacMillan, Vice President of Product Management for Oracle's Enterprise 2.0 Solutions. You'll learn how a modern customer service portal with integrated Web 2.0 and social media features can: Improve customer satisfaction by delivering rich, personalized and interactive content Speed product development by facilitating participation and feedback from customers through online communities Improve ROI with a unified platform that delivers content to employees, partners and customers You'll walk away with concrete strategies, best practices and real-world insights on how to transform your company's brand with a next-generation customer service and support site. Register today for this complimentary live Webcast!

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• Join Us for the Next Quarterly Customer Update Webcast

  - by michelle.huff

  Join us for the next Oracle Content Management Quarterly Customer Update Webcast scheduled for this coming January 19 & 20, 2010. In this webcast we'll bring you up to speed on the latest updates and changes made available these past few months. Additionally, we'll cover the new features and certifications in the latest ODC & ODDC 10.1.3.5.1 release, as well as the upcoming Enterprise Content Management Suite 11gR1 PS3 (patch set 3) release. Register Today! Americas / EMEA time zones: Customer Update January 19, 2010 9:00am US PT / 12:00pm US ET / 17:00 London Length: 1 hour *Please use your corporate email address to register. Asia-Pacific time zones: Customer Update (Repeat Webcast) January 20, 2010 1:00pm Sydney AET, 10:00am Singapore (Jan 19, 2010 @ 6:00pm US PT) Length: 1 hour *Please use your corporate email address to register Missed Previous Customer Quarterly Updates? Get caught up on Oracle & ECM news. View a recording or the presentation from previous Webcasts held since June 2008 (available from My Oracle Support).

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• Dealing with the customer / developer culture mismatch on an agile project

  - by Eric Smith

  One of the tenets of agile is ... Customer collaboration over contract negotiation ... another one is ... Individuals and interactions over processes and tools But the way I see it, at least when it comes to interaction with the customer, there is a fundamental problem: How the customer thinks is fundamentally different to how a software engineer thinks That may be a bit of a generalisation, yes. Arguably, there are business domains where this is not necessarily true---these are few and far between though. In many domains though, the typical customer is: Interested in daily operational concerns--short-range tactics ... not strategy; Only concerned with the immediate solution; Generally one-dimensional, non-abstract thinkers; Primarily interested in "getting the job done" as opposed to coming up with a lasting, quality solution. On the other hand, software engineers who practice agile are: Professionals who value quality; Individuals who understand the notion of "more haste less speed" i.e., spending a little more time to do things properly will save lots of time down the road; Generally, very experienced analytical thinkers. So very clearly, there is a natural culture discrepancy that tends to inhibit "customer collaboration". What's the best way to address this?

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• La Customer Satisfaction non basta più!

  - by Silvia Valgoi

  La partita per la conquista della fedeltà dei clienti si gioca sempre meno sul prodotto e sempre più sul servizio. Dal momento che il consumatore di oggi è molto più evoluto e autonomo nelle scelte, il servizio deve andare ben oltre la classica interazione da Customer Service: deve rappresentare una vera e propria esperienza d’acquisto positiva. Questo è il risultato, che poi è una conferma, di Oracle Customer Experience Index, una ricerca che Oracle ha commissionato alla società LoudHouse la quale ha raccolto le opinioni di 1400 consumatori europei, di cui 200 italiani. Addirittura, l'81% di chi fa acquisti sarebbe disposto a pagare di più per una migliore customer experience. Un risultato non banale che la dice lunga su quanto il consumatore oggi sia evoluto e pretenda molto dall’azienda con la quale sta interagendo. Il 70% di coloro che hanno risposto al questionario afferma che se l’esperienza d’acquisto fosse negativa smetterebbe di rivolgersi a una determinata azienda e il 92% di questi comprerebbe da un concorrente. Ecco perchè il Customer Service non è più sufficiente, l’esperienza d’acquisto deve essere a 360° a partire dall’approccio al sito web per acquisire informazioni, all’analisi delle interazioni sui social media, fino alla consistenza delle informazioni e delle risposte che vengono fornite attraverso tutti i canali sia fisici sia virtuali. Per far questo Oracle ha dato vita a un’insieme di soluzioni che ha chiamato proprio Customer Experience Suite e spaziano dalla creazione di siti web evoluti, alla possibilità di fare Intelligence sui Social Media, alla capacità di creare un proficuo dialogo con i clienti in fase di postvendita. Per leggere il comunicato stampa della ricerca clicca qui   Per approfondire i risultati della ricerca CX Index  clicca qui

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• Customer Concepts TV

  - by Richard Lefebvre

  Eliminate the Guesswork in Your Customer's Sales Organization Selling is the lifeblood of every business. In the past, companies would increase headcount to boost sales. In today’s business environment, companies need to re-evaluate the way in which they sell. Sales and marketing organisations must optimise performance, increase team productivity and focus on the best opportunities. Oracle Fusion CRM has been specifically designed with tools to help sales and marketing teams improve efficiency and drive revenue. Territory modeling and management, quota and commission management, collaborative features, real-time customer information and mobile device integration are just some features incorporated. Join us on Customer Concepts TV as we aim to help you find the right strategy for your prospect and customers. Whether they already have a CRM solution in place or are looking for the next level of CRM implementation, this online TV show will give you very practical advice that can help you to make the most out of your CRM implementation.Register now to reserve your spot for this exclusive, live-stream event. Customer Concepts TV comes to you on April 24. Watch the Customer Concepts TV trailer here

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• Oracle SOA Suite - Highlighted Travel and Transportation Customer References

  - by Bruce Tierney

  0 0 1 1137 6483 - 54 15 7605 14.0 Normal 0 false false false EN-US JA X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:Cambria; mso-ascii-font-family:Cambria; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Cambria; mso-hansi-theme-font:minor-latin;} Next in this series on industry-specific highlights of Oracle SOA Suite customers is the Travel and Transportation industry.  If you are in the travel or transportation industry, take a look at how these Oracle SOA Suite integration customers have addressed common business requirements to enable better customer service, lower costs, and deliver new business services. For example, All Nippon Airways (ANA) has significantly lowered management costs associated with their hybrid on-premise/cloud ticketing system deployments for domestic and international flights. Their lead-time for changes or new applications has been greatly reduced compared to their old mainframe-based systems, enabling ANA to rapidly develop new services in response to changing market needs. Another example is Schneider National, a leading provider of truckload logistics, and how they have integrated Oracle E-Business Suite, Siebel CRM, Oracle Transportation Management and customers applications using Oracle SOA Suite. Schneider National has 400 BPEL processes that generate over 60 million composite instances over five SOA clusters.  Take a deeper look into any of these case studies, videos, and Oracle Magazine articles that closely align with your industry:  Customers fly and airline succeeds with an IT transformation. Company:  All Nippon Airways  Customer Oracle or Profit Magazine Article   |   Travel and Transportation   |   Published on January 06, 2014 Any successful business must ensure ongoing customer satisfaction, respond to increased competition, and minimize costs. Running a successful airline in today’s economic climate requires all of those things, as well a... Openmatics Revolutionizes Fleet Management with Standards-Based Vehicle Telematics Platform New Company:  Openmatics s.r.o.  Customer Snapshot   |   Automotive   |   Published on May 20, 2014 Openmatics uses Oracle WebCenter Portal and Oracle Application Development Framework as a foundation for Openmatics, a vehicle telematics service for next-generation fleet management. It integrated its own app shop wi... Future Proof: To keep pace with mobile, social, and location-based services, smart technologists are using middleware to innovate Company:  SFpark  Customer Oracle or Profit Magazine Article   |   Professional Services   |   Published on August 01, 2012 Oracle Fusion Middleware is at the heart of a recently completed and very ambitious project to change how people handle the challenge of finding a parking space in San Francisco, California. “Parking is a universal is... Globalia Corporación Empresarial Accelerates Hotel Bookings, Boosts Sales by 40% with In-Memory Data Grid Solution Company:  Globalia Corporación Empresarial S.A.  Customer Snapshot   |   Travel and Transportation   |   Published on April 29, 2013 Globalia Corporación Empresarial S.A. deployed Oracle Coherence to reengineer the group’s core system for hotel bookings, now serving booking requests involving 80 hotels within an average response time of 100 millise... Choice Hotels Uses Oracle SOA Suite and Oracle BPM Suite to Modernize Global IT Architecture Company:  Choice Hotels  Press Release   |   Travel and Transportation   |   Published on August 07, 2012 Choice Hotels International, one of the largest and most successful hotel franchises in the world, has implemented Oracle SOA Suite and Oracle BPM Suite. Sascar Consolidates Fleet Management Infrastructure and Accelerates Customers’ Data Access Company:  Sascar  Customer Case Study   |   Travel and Transportation   |   Published on February 07, 2014 Description – Sascar used Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud and Oracle WebLogic Suite 11g to consolidate fleet management and perform real-time vehicle tracking 4x faster. Directorate General of Civil Aviation Streamlines Key Aviation Applications Access, Improves Productivity and Reduces Maintenance Costs Company:  Directorate General of Civil Aviation (DGAC)  Customer Snapshot   |   Travel and Transportation   |   Published on May 24, 2013 With Oracle Fusion Middleware, the Directorate General of Civil Aviation (DGAC) provided its 12,500 employees a virtual office environment that integrates team workspaces, business applications, and e-mails within a n... Schneider National Implements Next-Generation IT Infrastructure to Continue Leadership in Transportation and Logistics Industry Company:  Schneider National, Inc.  Customer Snapshot   |   Travel and Transportation   |   Published on February 26, 2013 Schneider National, Inc. deployed Oracle applications, Oracle Fusion Middleware, and Oracle development tools as the foundation for its next-generation IT environment, which is driving new levels of efficiency, profit... DGAC Cuts Subscription Costs with Oracle Company:  DGAC  Video   |   Travel and Transportation   |   Published on October 31, 2012 Using Oracle WebCenter Portal, Oracle SOA Suite, and Oracle Exalogic, DGAC reduces the cost of subscriptions to newsletters and provide to its 12,500 employees a collaborative workspace portal. Asiana Airlines Builds PIP System with Oracle Solutions Company:  Asiana Airlines  Video   |   Travel and Transportation   |   Published on July 26, 2012 With Oracle Exalogic and the Oracle SOA Suite, Asiana Airlines builds a passenger service integrated platform providing various services such as integration between its interface and internal systems and a data wareho... Choice Hotels Reduces Time to Market with Oracle WebCenter Company:  Choice Hotels  Video   |   Travel and Transportation   |   Published on April 11, 2014 Using Oracle WebCenter and Oracle SOA standardization, Choice Hotels consolidated multiple platforms, reduced IT dependency and realized tremendous benefits in total cost of ownership and faster time to market support... An Interview with Schneider National's Judy Lemke Company:  Schneider National  Video   |   Travel and Transportation   |   Published on December 17, 2013 Judy Lemke talks with Mark Sunday about the challenges Schneider National faced and how they overcame them through a companywide transformational change. For more details on these case studies, you can use this pre-filtered search on “Travel and Transportation” / “Middleware” / “Service Oriented Architecture” or browse on your own at www.oracle.com/customers

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• Oracle Hosts Successful PeopleSoft Customer Advisory Board Meetings

  - by Mark.Hoernemann

  Last week, Oracle hosted the annual Customer Advisory Board meetings for various PeopleSoft applications, including the PeopleTools CAB.  The three day event at the Oracle headquarters brought together over 90 customers, with over 170 representatives taking part.  This was the largest CAB event PeopleSoft has had to date.  The focus of the event was to share our vision for PeopleSoft, and gain valuable input from our customer base on our direction and focus areas.  The customer feedback we received for the event was extremely positive, matching the sentiment on our side.  The information our CAB members provided was excellent; it will help ensure that we focus on the areas that matter most to our customers.   I’d like to thank all the customers that took the time out of their schedules to hear where we’re looking to go in the future, and provide guidance on how we can best assist our customer base on remaining successful in the marketplace.

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• Enterprise Manager 12c Grand Tour Customer/Partner Workshop

  - by mseika

  EMEA | Customer/Partner Workshop EMEA Oracle Solution Centre Enterprise Manager 12c Grand Tour Customer/Partner Workshop em.us.oracle.com On the WebSales ToolsCollateral Enterprise Manager 12c Grand Tour Customer/Partner Workshop The EMEA OSC is hosting a one day Customer/Partner Oracle Enterprise Manager 12c Grand Tour workshop in Thames Valley Park, Reading, UK on 31 Oct and 01 Nov 2012. The Workshop gives attendees a good insight into the latest release by highlighting several new functional areas of the product. The format of the day will provide opportunity for discussion as well as a number of presentations and exercises covering: EM User Interface Monitoring and Framework Database Lifecycle Management Database Management Middleware Management Using comprehensive workbooks attendees will be able to follow step-by-step instructions, with OSC SME's being on hand for any questions, to gain ‘hands on’ experience of EM12c functionality. Logistics Dates31 Oct and 01 Nov 2012 Time10:00 - 16:00 LocationOracle Solution Center, Oracle 520 Thames Valley Park, Reading, RG6 1RA Space is limited. If you have a customer/partner who would like to attend please register their details: For Wed 31 Oct 2012 REGISTER For Thu 01 Nov 2012REGISTER . Please note that this workshop is ONLY for customers/partners and seats will not be allocated to Oracle employees.

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• The cost of Programmer Team Clustering

  - by MarkPearl

  I recently was involved in a conversation about the productivity of programmers and the seemingly wide range in abilities that different programmers have in this industry. Some of the comments made were reiterated a few days later when I came across a chapter in Code Complete (v2) where it says "In programming specifically, many studies have shown order-of-magnitude differences in the quality of the programs written, the sizes of the programs written, and the productivity of programmers". In line with this is another comment presented by Code Complete when discussing teams - "Good programmers tend to cluster, as do bad programmers". This is something I can personally relate to. I have come across some really good and bad programmers and 99% of the time it turns out the team they work in is the same - really good or really bad. When I have found a mismatch, it hasn't stayed that way for long - the person has moved on, or the team has ejected the individual. Keeping this in mind I would like to comment on the risks an organization faces when forcing teams to remain together regardless of the mix. When you have the situation where someone is not willing to be part of the team but still wants to get a pay check at the end of each month, it presents some interesting challenges and hard decisions to make. First of all, when this occurs you need to give them an opportunity to change - for someone to change, they need to know what the problem is and what is expected. It is unreasonable to expect someone to change but have not indicated what they need to change and the consequences of not changing. If after a reasonable time of an individual being aware of the problem and not making an effort to improve you need to do two things... Follow through with the consequences of not changing. Consider the impact that this behaviour will have on the rest of the team. What is the cost of not following through with the consequences? If there is no follow through, it is often an indication to the individual that they can continue their behaviour. Why should they change if you don't care enough to keep your end of the agreement? In many ways I think it is very similar to the "Broken Windows" principles – if you allow the windows to break and don’t fix them, more will get broken. What is the cost of keeping them on? When keeping a disruptive influence in a team you risk loosing the good in the team. As Code Complete says, good and bad programmers tend to cluster - they have a tendency to keep this balance - if you are not going to help keep the balance they will. The cost of not removing a disruptive influence is that the good in the team will eventually help you maintain the clustering themselves by leaving.

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• Having a Proactive Patch Plan is the way to Go!

  - by user793553

  BUILDING A SUCCESSFUL PATCHING STRATEGY Make Patching Easy! Having a Patching Strategy for your E-Business Suite system is a great way to manage your system downtime, identify the proper resources needed to perform the necessary task and familiarizing yourself with the Patching Tools in EBS. Having a Proactive Patch Plan is the way to Go! Proactive Patching is a preventive measure allowing you to have a complete patching strategy when applying patches periodically. Oracle provides several tools to help you get started to set the foundation for a solid and proactive patching strategy in Note 313.1 - "Patching & Maintenance Advisor: E-Business Suite 11i and R12". It details all the steps and tooling available for the patching strategy along with the benefits. Among other things it covers the following: How to plan ahead for system downtime Patching Tools in E-Business Suite (Autopatch, OUI, OPatch) How to Identify Patches (RUPs, EBS Family Packs, Critical Patch Updates, etc) How to properly test your patching plan and move to Production Make sure you visit the New E-Business Patching Community! We encourage you to access the "E-Business Patching Community" prior to applying an E-Business Suite patch. Doing so will allow you to explore perspectives shared by industry peers, get real-world experiences with the patch, and benefit from known solutions and lessons learned. Additionally, Oracle Support engineers monitor discussion topics to help provide guidance and solutions for your E-Business Suite patching needs. This is a valuable opportunity to "Get Proactive" with the patching and maintenance of your E-Business Suite environment. Start now, and find fast, proactive resolutions before you begin. Related Articles: What's the Best Way to Patch an E-Business Suite Environment? Patch Wizard Utility

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• WebCenter Customer Spotlight: Sberbank of Russia

  - by me

  Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter  Solution SummarySberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital.Sberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million.Sberbank of Russia deployed Oracle’s Siebel Customer Relationship Management (CRM) applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing. Based on Oracle WebCenter Content, they implemented an enterprise content management system for documents, unstructured content storage and search, which became an indispensable service across the organization and in the board room business results. Sberbank of Russia consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers. With the implemented solution they reducing the amount of bad debt significantly. Company OverviewSberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital. In 2010, it ranked 43rd in the world for Tier 1 capital. Business ChallengesSberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million. It also wanted to automate distressed asset management to reduce the number of corporate clients’ bad debts. As part of their business strategy they wanted to drive high-quality, competitive customer services by simplifying client communication processes and enabling personnel to quickly access client information Solution deployedSberbank of Russia deployed Oracle’s Siebel Customer Relationship Management (CRM) applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing. Based on Oracle WebCenter Content, they implemented an enterprise content management system for documents, unstructured content storage and search which became an indispensable service across the organization and in the board room business results. Business ResultsSberbank of Russia consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers. They monitored 103,000 client transactions and 32,000 bank cards with credit collection issues (100% of Sberbank’s bad borrowers) reducing the amount of bad debt significantly. “Innovation and client service are the foundation of our business strategy. Oracle’s Siebel CRM applications helped advance our objectives by enabling us to deliver faster, more personalized service while managing and tracking distressed assets.” A.B. Sokolov, Head of Center of Business Administration and Customer Relationship Management, Sberbank of Russia Additional Information Sberbank of Russia Customer Snapshot Oracle WebCenter Content Siebel Customer Relationship Management 8.1 Oracle Business Intelligence, Enterprise Edition 11g

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• Oracle: Focus on the Customer

  Jeb Dasteel, Vice President Oracle Global Customer Programs, talks with Fred about what Oracle is doing to drive Customer Focus and to create the Superior Ownership Experience for every Oracle customer.

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• Now Available:Oracle Utilities Customer Care & Billing Version 2.4.0 SP1

  - by Roxana Babiciu

  We are pleased to announce the general availability of Oracle Utilities Customer Care & Billing 2.4.0 SP1. Key Features & Benefits: Oracle Utilities Customer Care & Billing 2.4.0 SP1 includes several base enhancements and a new licensable module called Customer Program Management. Key base enhancements in this release are: Configuration Migration Assistant (Additional Migration Plans) – Configuration Migration Assistant (CMA) was introduced in Oracle Utilities Application Framework V4.2.0 to supersede the ConfigLab facility. Oracle Utilities Customer Care and Billing now has a large number of migration plans to support migrating administration objects between environments. Encryption – Ability to configure encryption for fields that store sensitive data such as credit card numbers, bank account numbers, social security numbers, and MICR ID. Single Euro Payments Area (SEPA) Direct Debit – Functionality for configuring recurring direct debit payments in accordance with the Single Euro Payments Area (SEPA) initiative. Usage Enhancement for Bill Print – Allows additional information to be captured on a usage request to support billing when meter reads are not obtained from Oracle Utilities Customer Care & Billing but from a meter data management system (e.g. Oracle Utilities Meter Data Management). Preferences Portal – Communication preference zones allowing utilities to track customers’ preferred communication channels for various types of notifications or communications (e.g. phone, SMS, email). More information can be found on OPN!

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• Six Best Practices for Empowering the Customer Experience

  - by Richard Lefebvre

  Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 Companies that fail to offer a great Customer eXperience can face declining customer satisfaction numbers and a poor service experience that can be amplified over #social channels. Here are 6 best practices for empowering the Customer Experience. What are your top tips for a great CX? Read the article here

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• Taking the Mystique out of the Remote Diagnostics Agent (RDA)

  - by Robert Schweighardt

  Ever wondered why you were asked for the RDA? When you open an SR with support you may be asked to upload the RDA.   We realize that this might take you some time, however the RDA contains a lot of diagnostic information about your environment which may help us resolve the SR faster. The following document goes through all the key stages involved in collating the RDA :- Get Proactive with Fusion Middleware : Resolve SRs Faster! Use Remote Diagnostic Agent [ID 1498376.1]  Click on the Tabs within the document to have all your questions answered. Further Information for specific Data Integration Products can be found in the following Notes:- How To Run RDA for Oracle Data Integrator 11g (Note 1457914.1)  Using OCM (Oracle Configuration Manager) and RDA (Remote Diagnostic Agent) For Troubleshooting ODI (Note 1398483.1)  How To Run RDA for Oracle Warehouse Builder [ID 1098485.1] Always ensure you have the latest RDA this can be downloaded from:- Remote Diagnostic Agent (RDA) 4 - Getting Started [ID 314422.1] 

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• Are You Meeting Social Customer Service Expectations?

  - by Mike Stiles

  Whether it’s B2B or B2C, one sure path to repeat business is making sure your buyer has a memorably pleasant and successful customer service experience with you. If they get that kind of treatment consistently, that’s called a relationship. And those aren’t broken easily. Social customer service, driven by integrated SRM (social relationship management) technology, is the venue that can effectively connect customers not only to the brand, but to other customers. Positive experiences, once administered, don’t just rest with the recipient. They’re published in the form of public raves and peer-to-peer recommendation, a force far more actionable than push advertising. What’s more, your customers have come to expect access to you and satisfaction from you using social. An NM Incite study shows 83% of Twitter users and 71% of Facebook users expect to get an answer from brands the same day they post to them on their social assets. To make sure you’re responding, you’ve got to have a tech platform that’s set up to moderate and alert so you’ll know ASAP a customer needs help. The more integrated your social enterprise is, the faster you can not only respond, but respond with the answer they’re looking for, because your system is connected to the internal resources that can surface the answer or put wheels in motion to rectify the situation in the shortest amount of time possible. But if you go to the necessary lengths to make sure your customers feel valued and important, will they really reward you? The study says 71% of consumers who got quick and effective responses from companies they contacted via social were more likely to recommend the brand to their friends and followers. So yes, sweeping people off their feet pays big dividends in terms of word-of-mouth marketing. But you should be keenly aware of the reverse side of that coin. Give people a negative experience, either in real world or virtual customer service, and that message is highly likely to get amplified through social channels faster and louder. Only 36% of the NM Incite study’s respondents reported that their problems were solved quickly and effectively. 36%? That’s hardly an impressive number. It gets worse. 10% never got so much as a response - at all. Going back to the relationship analogy, companies that are this deep in the ditch where customer service is concerned are making their girl or boyfriends really easy for a competitor to steal. Given the technology tools and data available right now for having an intimate knowledge of the customer, what products they’ve purchased, likely problems with those products, effective resolutions to those problems, and follow-up communication to gauge satisfaction, there are fewer excuses than ever for making the lifeblood of your business feel like you couldn’t care less. @mikestiles

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• How to separate and maintain customer specific code

  - by WYSIWYG

  I am implementing customer specific code and currently following simple approach like if (cusomterId == 23) do it. I want to separate out all the customer related code in separate place. But I have following problems. In code is in 1. Stored procs 2. Plain old classes. 3. Controllers 4. Views I came up with two solutions. First is to create table CustomerFunctionlity with columns CustomerId, FunctionalityName, method/Proc, inputs/outputs With this table I can simply check if exists, execute given function. Another way is creating a factory which returns customer related object for an interface. I am writting small end to end customer specific functionalities. How can I write maintenable code. Thanks

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• Why Deliver Customer Service in the Cloud?

  - by Charles Knapp

  In volatile, competitive markets, delivering exceptional service across channels is essential. But delivering world-class service on tight budgets, and deliving improvements quickly, is a tough challenge. That's why so many of the world's most successful organizations choose to deliver customer service in the cloud. Example: Michele Watson, VP of Global Customer Care at Match.com, says Oracle's service in the cloud "helps our customer receive the support they need in real time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue our improve our customers' experience." Learn more here about why you should consider delivering customer service in the cloud. 

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• Installing Team Explorer 2008 on Windows Server 2003

  - by BriteShiny

  I am attempting to install Team Explorer 2008 on a Windows Server 2008 box, without success, which is why I am here. The error log reveals the following: [07/02/10,10:07:03] Microsoft Visual Studio 2008 Shell (integrated mode): d:.\wcu\ppe\vside.exe exited with return value 1 [07/02/10,10:07:03] InstallReturnValue: GFN_MID VS PPE, 0x1 [07/02/10,10:07:03] Setup.exe: AddGlobalCustomProperty [07/02/10,10:07:03] Microsoft Visual Studio 2008 Shell (integrated mode): ERRORLOG EVENT : Error code 1 for this component means "Incorrect function. " [07/02/10,10:07:03] Setup.exe: AddGlobalCustomProperty [07/02/10,10:07:03] Microsoft Visual Studio 2008 Shell (integrated mode): ERRORLOG EVENT : Component Microsoft Visual Studio 2008 Shell (integrated mode) returned an unexpected value. [07/02/10,10:07:03] Setup.exe: AddGlobalCustomProperty [07/02/10,10:07:03] Microsoft Visual Studio 2008 Shell (integrated mode): ERRORLOG EVENT : Return from system messaging: Incorrect function. Apparently the Team Explorer 2008 is incompatible with Windows Server 2008. If you right click on the setup.exe in the TFS Explorer ISO and run a compatibility check it fails. There is a separate installer package to install the VS2008 Shell that is compatible with Windows 2008, but it fails too. Has anyone else been able to install Team Explorer 2008 on Windows Server 2008?

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• Best practice- How to team-split a django project while still allowing code reusal

  - by Infinity

  I know this sounds kind of vague, but please let me explain- I'm starting work on a brand new project, it will have two main components: "ACME PRODUCT" (think Gmail, Meebo, etc), and "THE SITE" (help, information, marketing stuff, promotional landing pages, etc lots of marketing-induced cruft). So basically the url /acme/* will load stuff in the uber cool ajaxy application, and every other URI will load stuff in the other site. Problem: "THE SITE" component is out of my hands, and will be handled by a consultants team that will work closely with marketing, And I and my team will work solely on the ACME PRODUCT. Question: How to set up the django project in such a way that we can have: Seperate releases. (They can push new marketing pages and functionality without having to worry about the state of our code. Maybe even separate Subversion "projects") Minimize impact (on our product) of whatever flying-unicorns-hocus-pocus the other team codes into the site. Still allow some code reusal. My main concern is that the ACME product needs to be rock solid, and therefore needs to be somewhat isolated of whatever mistakes/code bloopers the consultants make in their marketing side of the site. How have you handled this? Any ideas? Thanks!

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