Self Service Portals are an essential for every organisation and they can offer tremendous benefits both for the organisation as well as the user when deployed for the correct purpose. Ether Solutions recommends the use of Oracle WebCenter Portal software for the creation of Self Service portals. The material covers when and when not to use Self Service as a method of interacting between an organisation and a user. One of the key drivers for the deployment of a self service portal is the expectation of the "Facebook" generation to be able to undertake activity from any device at any time.

1. What are the reasons to implement a Self Service Portal?
When is a Self Service Portal not the right option?
Where are the benefits?
Ether Solutions are an Oracle Gold Partner
WebCenter Specialists
Delivering functionality to create efficient activity for all users
All trademarks acknowledged
When to deploy a Self Service Portal?
www.ether-solutions.co.uk 0845 643 44101

2. Who are Ether Solutions?
The Enterprise Portal, Document
Management, Content Management
and Document Scanning Specialists for
the UK
www.ether-solutions.co.uk 0845 643 44102

3. Reasons to implement
Self Service Portal
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The users know what they want and when they need it
Activity to be achieved is well defined

4. Self Service Portal
Not the right option?
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When human interaction needs to be involved
Where emotion and empathy are important
Dealing with exceptions
Processes are complex and not intuitive for individuals

5. Where are the benefits
for the organisation?
www.ether-solutions.co.uk 0845 643 44105
Benefits List Self
Service
Service
Agent
Cheap to use – (Self service circa 25%) Yes No
Highly available (no waiting) Yes No
Easy to monitor – balance workload Yes No
Existing applications are used Yes Yes
Able to interact with customers for “Up sell” No Yes
Offer in multiple languages Yes No
Deal with exceptions No Yes

6. Where are the benefits
for the individual?
www.ether-solutions.co.uk 0845 643 44106
Benefits List Self
Service
Service
Agent
Easy to monitor – for user Yes No
Highly available (no waiting) Yes No
Operate at own pace Yes No
Can consult with friends while using Yes No
Ease to use Yes Yes
Promotions & Incentives to use Yes No
Deal with exceptions No Yes

7. Self Service Portal
The reality?
 “People when you need them
 and Technology when you don’t”
www.ether-solutions.co.uk 0845 643 44107

8. Self Service Portal
Who will use it?
New users – will need to register?
Existing customers?
There is a major demographic shift with the “Facebook” generation –
who do NOT want to talk to call centre agents
www.ether-solutions.co.uk 0845 643 44108

9. Self Service Portal
Triggers – Why Now?
Benefits - Proven cost savings – the only question is how much?
Compliance – ensure handling is consistent and visible
Introduction of “Shared Service” changing processes
Company acquisition / merger – Change in customer service volumes
Change from paper documents to email attachments – easier and
cheaper for people to interact
Customers expect joined up experience across channels
Customers expect access to information on their account
Customers want to interact from phones / iPads / etc….
Competitive pressures
www.ether-solutions.co.uk 0845 643 44109

10. WebCenter Portal
Self Service Solution
 Ether Solutions recommends using WebCenter Portal
 for self service solutions
Able to present information and transactions in context
Delivers a secure interface for registration and subsequent access
Can interact with back-end systems
Works alongside existing customer service staff but same back-end
www.ether-solutions.co.uk 0845 643 441010

11. WebCenter Portal
Features
Integrated with LDAP / ADS
Enables Portlets
Page design – by developers and business users
Use of catalogues of functional components
Existing connections for Oracle applications
Interaction with workflow processes
Allows social features to be used – blogs, wikis, forums, polls
User interface which works across devices (PC, Tablet, Phone)
www.ether-solutions.co.uk 0845 643 441011

12. To discuss creating a Self
Service Portal – contact us
Ether Solutions implements self service portals
Contact details:
 Email: enquiry@ether-solutions.co.uk
 Telephone: 0845 643 4410
 International +44(0) 208 901 4030
www.ether-solutions.co.uk 0845 643 441012