REDWOOD SHORES, Calif., May 18 — News Facts
– Wind River, the global leader in Device Software Optimization, is
using Oracle(R) 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,
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
the speed at which manuals, FAQs and documentation can be updated,”
said Carl Orsi, Online Support Manager, Wind River.
Supporting Resources
– Oracle WebCenter Suite
– Oracle E-Business Suite
– Oracle Universal Content Management
– Oracle Enterprise Performance Management and Business Intelligence
– Download Oracle Software – Terms, conditions and restrictions apply.
About Oracle
Oracle (NASDAQ:ORCL) is the world’s largest business software company. For more information about Oracle, please visit our Web site at www.oracle.com/.
