Tag: CMS

Creating Better Employee and Customer Experiences with Liferay and Crafter

Posted by on June 21, 2016

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The modern customer’s needs are ever increasing as they want information combined with the convenience of interacting with your brand whenever and wherever from various digital touchpoints and devices. Meanwhile, employees are demanding digital experiences that facilitate rapid information access, communication and enterprise collaboration.

To meet these demands, organizations are leveraging Web Content Management (WCM) solutions such as Crafter CMS to help deliver consistent and personalized experiences throughout the customer journey. And internally, portal solutions such as Liferay Portal are being used to address a variety of social business and collaboration needs.

But what happens when you want to share the same content across both internal and external sites? Is integration the key? While many organizations are realizing the business benefits of an integrated solution, it’s important to keep in mind that integration isn’t always the answer, and when it is, the approach taken can determine your implementation’s success.

Understanding Platform Differences

Gaining a clear understanding of how each technology can be used for addressing various business needs means recognizing what each technology is under the hood.

At a high level, Liferay Portal is a multi-tenant, site-based platform, allowing the creation of multiple sites — including websites, portals, social collaboration environments, e-commerce, big data solutions, and mobile apps. The sites are built with Liferay’s portlets, all of which sit under the Liferay umbrella, meaning these sites are being published to the web by Liferay.

Crafter CMS, on the other hand, is an enterprise WCM tool with robust content management features — including user-friendly content authoring, in-context preview, workflow, multi-channel publishing, versioning, and content delivery.

Architecturally, Crafter is very different from Liferay in the way content is delivered. Crafter employs a decoupled architecture, where content authoring and delivery occur separately. Crafter’s authoring component, Crafter Studio, is where all the authoring takes place, along with content being managed in an Alfresco repository.

Unlike Liferay, where publishing occurs within itself, Crafter publishes to a completely different environment through Crafter Engine, the delivery component. Crafter Engine is able to serve content to virtually any channel, whether it’s a website using any front-end framework (PHP, .NET, Java, etc.), mobile app, or other third party system. This is the fundamental difference between Crafter and Liferay, and understanding this is a vital part of knowing when to integrate or not.

Perspective Differences

Liferay and Crafter are both powerful platforms that can be used to address a variety of business needs, including many similar, overlapping use cases. This overlap creates confusion around when to use each of these tools and if they should be used together. We’ve seen organizations integrate these products for the wrong reasons, which result in a lot of wasted effort to correct those mistakes.

Determining if your business will benefit from using these two products together requires you to think about perspective. Based on your business needs, if you see a lot of overlap between the two products, then one platform should suffice and it’s probably not a good idea to integrate. However, if there isn’t much overlap, then integration makes much more sense as it allows you to leverage each solution’s strengths.

The amount of overlap really depends on your unique requirements and what you’re trying to accomplish with your website(s). Keep in mind that much of this is attributed to how websites and content management has evolved over the years and its affect on marketing’s needs. Today’s organizational websites have grown to become much more complex, often involving multiple sites that are then integrated with other enterprise systems, such as marketing automation, CRM’s, e-commerce, and analytics to provide a richer end user experience.

The key consideration here is the total number of web assets your organization has. Are you a small organization with just one website, or a large enterprise with a global presence with hundreds of web properties to maintain?

For smaller organizations with only one website, then either Liferay or Crafter on its own is fully capable of addressing most, if not all, content management needs. However, it becomes more complicated when it comes to larger organizations with more sophisticated digital experience needs that typically involve many different sites and touch points.

In the latter case, an example of an integration pattern that doesn’t work is when Crafter is being used solely for managing all web content, where the entire site is then published through Liferay as the front end. This pattern fails because Liferay controls its own look and feel, so trying to control it outside of Liferay breaks its architecture.

When there are multiple sites involved, it only makes sense to use both Liferay and Crafter when Liferay is just one of many delivery channels. An example would be an organization using Liferay for its employee intranet and Crafter to manage its global and regional websites. When the organization wants to publish content that needs to be delivered across all websites along with the intranet, that’s when it makes the most sense to integrate.

In this use case, Liferay manages its own intranet page. Within the page is an area that’s managed by Crafter that enables access to enterprise content while still adapting to the look and feel of the intranet.

 integration-patterns

This decoupled architecture, where content is separate from delivery, also makes it easy to expand and add additional delivery channels (mobile, social, etc.) for true multi-channel publishing. We’ve found this to be a great integration pattern for organizations that desire the flexibility to scale.

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To summarize, Liferay and Crafter are both very powerful at the platform level. If you’re thinking about integrating the two, it’s counter productive to perform a feature by feature comparison. Instead, design your solution based on your use case and not by focusing on features, as many different technologies will have the same features, but address each use case differently. And remember that integration isn’t always the answer, so do your research to understand the pros and cons. When done right, integrations can yield tremendous long-term benefits.

 

Customer Highlight: LifeCare – Delivering Dynamic Customer Experiences With Liferay Portal

Posted by on April 15, 2016

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Every customer project comes with its own set of challenges, but at the end of it, when everything’s running smoothly in production, it’s always exciting and rewarding to look at the finished product and see the positive impact it’s making for each customer.

Our latest case study tells the story of how we helped LifeCare, an industry leader in providing employer-sponsored work-life benefits to over 61,000 enterprise customers, improve overall customer experiences using a solution built on Liferay Portal.

As an industry recognized leader and innovator in Work-Life, LifeCare was the first in the industry to launch a work-life balance website. However, the existing Work-Life site was running on a 10+ year old homegrown legacy system that presented a slew of challenges, including a cumbersome site updating process and outdated design.

To maintain itself as an industry leader, LifeCare performed a complete overhaul of their Work-Life site, and chose to build the new site on the Liferay Portal platform. Liferay not only supports a modern responsive design on the front end, but also content management capabilities, effective delivery of LifeCare’s content and services, along with easy integration on the back end.

Working closely with LifeCare, Rivet Logic helped architect an innovative solution that supports sophisticated white labeling capabilities for LifeCare’s customers, allowing delivery of heavily personalized content without compromising on site performance requirements.

The new Work-Life site now offers a customized experience for LifeCare’s enterprise clients with improved functionality. And for LifeCare, giving control of the content publishing process to the business users meant more frequent updates and fresher content, while freeing up valuable time for IT to focus on other strategic initiatives.

Read the full case study to learn more!

Creating a Successful Multi-channel Customer Experience

Posted by on February 11, 2016

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Forrester has coined the term Age of the Customer to describe today’s customer-centric era. To succeed, businesses must not only undergo a digital transformation, but to also do so with their customers’ needs in mind.

The modern consumer’s demands are ever increasing, they want the convenience of researching and comparing products online, and they want that information to be delivered on their terms. They also want options, with the ability to choose when, where, and how they interact with your brand.

Meanwhile, the digital landscape is ever changing, with the number of touchpoints on the rise, and each interaction with your brand is a piece of the overall experience. The key to a successful multi-channel approach is to put users at the center of your digital strategy and offer them a consistent experience throughout the entire journey that may span across multiple channels in a single transaction.

However, that consistent multi-channel experience also needs to be contextual, to serve up relevant content that enable users to more effectively perform tasks based on different scenarios they may be in. For example, a banking desktop site might show the user’s account summary after they log in, whereas its mobile app might want to show nearby branch locations.

Your technology needs to simplify this otherwise complex process, through a flexible solution that’s able to serve up that seamless experience for your users – they need to be able to switch from a desktop site to mobile app, and be able to pick up exactly where they left off.

To accomplish this, businesses need a flexible Multi-channel Content Management solution that can effectively engage a variety of audience groups across all applications, devices, and channels.

Rivet Logic’s Multi-channel Content Management solution is a seamless integration of Crafter CMS and Alfresco, enabling businesses to create and manage all content types through a user-friendly authoring tool, then publish to any or all channels and formats in a single step!

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The solution leverages Alfresco for its powerful content management capabilities and Crafter CMS for its modern platform for building and managing rich online experiences across all digital channels. The result is a solution that allows you to create engaging, two-way conversations with your users to enable that personalized interaction with your brand!

Learn more about how you can benefit from a Multi-channel Content Management solution in our datasheet.