The FINANCIAL — 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," Oracle announces.
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.
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