webMethods Case Study: - Km across the firewall

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webMethods Case Study- Km across the firewall

• Scott Herman
• Director of Knowledge Management

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Agenda

• Whats in
• Whos webMethods?
• KM Architecture at webMethods
• KM Across the Firewall webMethods Advantage
  extranet
• Whats Advantage? Do I care?
• Demo
• Biz Value of a KM extranet
• QA about KM, integration, Web services, etc.
• Whats out(?)
• KM internally at webMethods
• The soft and fuzzy side of KM
• transactional eCommerce extranets

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webMethods at a Glance

• The leading Integration Software company
• EAI, B2Bi, BPM, Web services, etc.
• Over 800 blue chip customers worldwide
• 20 of Fortune 500, 1 in marketshare with 31
• 11 of the Fortune 20
• Financial Strength
• Calendar 2001 revenues of 207 million
• Strategic Partnerships

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The Most Comprehensive Platform
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KM _at_ webMethods

• Knowledge Management is a key focus at
  webMethods
• Environment
• Global company-wide reach
• 1000 employees worldwide
• Explosive hypergrowth at webMethods (biggest SW
  IPO)
• Started in Spring 2000 with CEO sponsorship
• Scope
• Internal document management, CRM, and knowledge
  repositories
• Classic internal KM projects via
  portal/intranet
• External customer and partner extranets
• External corporate website (www.webmethods.com)
• Internal/External collaborative tools
• webMethods Integration Backbone

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KM Architecture at webMethods
webmethods.com Corporate Website
CRM/PRM
mywebMethods Employee Portal
Advantage Customer Extranet
Advantage Partner Extranet
The Internet
Software Download Center
The Swamp KM Repository
PartnerConnect Trading Network Extranet
Certified Developer/Trainer Community
Virtual Meeting Center
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Whats under the hood?
webmethods.com Corporate Website
CRM/PRM
mywebMethods Employee Portal
Advantage Customer Extranet
Advantage Partner Extranet
The Swamp KM Repository
Software Download Center
PartnerConnect Trading Network Extranet
Certified Developer/Trainer Community
Virtual Meeting Center
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If its not in Livelink, it doesnt exist!
webmethods.com Corporate Website
CRM/PRM
mywebMethods Employee Portal
Advantage Customer Extranet
Advantage Partner Extranet
Software Download Center
PartnerConnect Trading Network Extranet
Certified Developer/Trainer Community
Virtual Meeting Center
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Advantage (KM beyond the firewall)

• On-line portal for webMethods customers and
  partners
• Over 3,000 active users (50/50 customers vs.
  partners)
• Advantage is an Umbrella concept
• Advantage knowledge base
• webMethods user community
• Software Download Center
• eService Trouble Ticket system
• Certified Developer Trainer community
• Integration/BPM with enterprise CRM/PRM
  applications
• Content management workflow from Livelink
• Webinar streaming media archives

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Biz value of a KM extranet?

• What have been the business drivers for
  Advantage?
• Better tech support for webMethods
  implementations (24x7)
• Advantage is critical path for revenue
  recognition
• More touchpoints with customers for comms
  feedback
• Data mining to better understand customer issues
• Upsell opportunities
• Heavy reliance on partner-influenced revenue
• Provide tools to help partners sell and implement
  webMethods
• Unlock potential of small and medium-sized
  partners
• Viral marketing via on-line community
• Customers demanded it!
• competitive discriminator in our marketspace
• customer/partner extranets have become par for
  the large software vendors

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Extranet Myths(?)

• Customers love self-service websites
• False Customers love answers (see hertz.com
  for dismal failure)
• An extranet will save the company money
• Often false Extranets (done right) are a major
  investment with ROI that can be difficult to
  quantify
• The extranet will reduce the helpdesk overhead
• Often false But it will allow your support
  staff to focus on harder and more critical
  support calls
• Having an extranet will show how forward-thinking
  and Internet-savvy we are
• Often false Having an extranet often reveals to
  customers just how broken your internal processes
  are, and how dirty your data really is

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More extranet myths

• Having an extranet will allow us to better
  control our customers
• False An extranet (and the Internet in general)
  opens a pandoras box of customer relations
  issues and puts more control on the customers
  side
• Smarter customers can be tougher customers
• See Cluetrain Manifesto by David Weinberger
  co.
• Lets have the web team do it
• False Even more than the corporate PR website,
  extranets require buy-in and engagement across
  the company to be successful. Extranets should
  be considered enterprise-class business
  initiatives
• Building it is often the easy part