Multi-Channel Customer Management

We help clients to get the most from multi-channel customer management with the right digital strategy combined with Oracle’s best of breed WebCenter Suite.

BearingPoint is a leader in delivering systems integration, Portal, BPM, web development, enterprise web content management and effective customer management through multiple channels and applications. With this expertise and the Oracle WebCenter Suite, BearingPoint has implemented web solutions across all industry sectors.

For further information on BearingPoint’s Oracle WebCenter solution, see our brochure below.

Areas in which BearingPoint is helping clients to maximise customer interactions:

Managing Multi-channel and Channel Shift

Companies are communicating, selling and delivering services to their customers through an increasing number of channels and need new strategies, structures, processes and tools to deliver customer value in an integrated manner. BearingPoint enables clients to gain a strong understanding of customer preferences and behaviours and helps to build robust IT architecture that supports the customer relationship management (CRM) strategy.

Web Content Management

A web content management system (CMS) must now offer more than traditional content management functions such as effective authoring, design and publishing. Today’s CMS must offer a range of fully integrated tools for collaboration, personalisation, analytics and social computing. BearingPoint is helping clients to create a better web experience for their customers through the implementation of best in class web CMSs.

Personalisation, Collaboration and Social Computing

Personalisation tools such as Oracle’s WebCenter Engage enable the dynamic insertion, customisation and suggestion of content in a format that is relevant to the individual user, based on his/her own implicit behaviour and preferences. In parallel, companies not only communicate online with their customers but also offer them the facility to collaborate with other customers. BearingPoint enables clients to secure value and returns from the opportunities created by these important online opportunities.

Mobile Devices

The shift in customer interaction, through mobile devices, continues to grow exponentially and consumers expect to view content, interact and purchase through their mobile devices. Re-platforming a website for display on mobile devices is no longer sufficient as a mobile strategy. BearingPoint is enabling clients to remain competitive in the online space by offering new and innovative services for mobile devices.

Business Intelligence and Application Integration

New areas of web analytics focus on user profile correlation and custom event, usage and behaviour tracking. BearingPoint helps clients to use such data to support the updating of website content, site features and offerings and to integrate information into back-end applications such as CRM, order management and billing systems.

Right Technology and Right Delivery Approach

BearingPoint has been delivering Oracle WebCenter Sites (formerly FatWire) and WebCenter Portal (including components which were formerly BEA) solutions for our clients for over 10 years.

Background: Oracle WebCenter Sites

BearingPoint has worked on over 20 WebCenter Sites implementations across a range of industries and European geographies. Our Dublin based team has 25+ skilled consultants with many years of WebCenter Sites experience. Our Dublin team operates a centre of excellence for projects implemented by BearingPoint practices across Europe, including France, the UK and the Nordics.

Under the former FatWire brand, BearingPoint had the largest number of FatWire certified consultants in Europe and will be continuing with the Oracle Specialisation Program when it becomes available. Several of our WebCenter Sites engagements have been part of large transformation and customer management programs with integration points required for a variety of back-end systems and ERP applications.

Background: Oracle WebCenter Portal

BearingPoint has been implementing the various components of WebCenter Portal for over 10 years. Our projects typically include a mix of management consulting in the area of customer management and systems integration based on technologies such as WebLogic. Our delivery team has particularly strong experience from version 8.1x up to version 10.3.

Examples of our WebCenter Portal engagements are detailed on the next page and the diagram below offers a view of the functional areas which we are implementing using both WebCenter Portal and WebCenter Sites to deliver value for our customers.