advanced support services: maximizing the performance and health of your systems juan jones vice...
DESCRIPTION
Oracle Support Services Evolution Reactive 2M Calls 5% Online SRs Call Center Internet Content Center Self-Service 225k Calls 90% Online SRs 30% Fewer SRs 80M Interactions Resolution time reduced 41% Customer Centric Svs Proactive Reduce SR backlog 40% reduction Avoid problems Prod Assessments Healthchecks Build better productsTRANSCRIPT
Advanced Support Services:Maximizing the Performance and Health of Your Systems
Juan JonesVice President
Global Support ServicesOracle Corporation
Session id: 40138
Oracle Support Services Evolution
Reactive• 2M Calls5% Online SRs
Call Center Internet Content Center
Self-Service• 225k Calls• 90% Online SRs• 30% Fewer SRs• 80M Interactions• Resolution time
reduced 41%
Customer Centric Svs
Proactive• Reduce SR backlog
• 40% reduction• Avoid problems
•Prod Assessments•Healthchecks
• Build better products
Service Request DiagnosisFor All Customers
Knowledge Base Addresses 59% ofIncoming Queries
System Parameter, Software Maintenance & Data Issues (10%)
Patch Downloads (58%)
Usage 28%
Configuration68%
Defects5%
Proactive Problem Avoidance
Usability &Documentation
DefectAnalysis
Service Request Diagnosis
Resolved inKnowledge Base
63.5%
Usage Configuration Defects30% 67% 2%
Usability Patch Downloads (33%)
and System, Parameter, DefectDocumentation Software Maintenance Analysis
and Data Issues (34%)
Proactive Problem Avoidance
EXAMPLE
Instrumentation RDA (Remote Diagnostic Agent)
Gathers detailed information about Oracle environment
Faster, better problem routing Problem solving agents embedded in software
Context sensitive problem determination and analysis
Access databases for answers Capture environment that triggered issue
10% of Services Requests via RDA
Faster Resolution Time– On Demand Connection– Online Collaboration– Customer access to scripts, tools and instruments
Proactive Service– Persistent Connection– System monitoring and maintenance
6,000 ODC connections/month 40% faster resolution of Service
Requests
Oracle DirectConnect™ (ODC)
Lifecycle Management Software sale Initialization - standardize
– Predictable outcome Implementation Transition - standardize
– Supportable application Production Upgrades/New Modules
3 escalated EBSO customers out of 168 in production
Change Management Program
Best practices from Outsourcing operations Combination of business flow capture and
technical assessments Increase testing yield and systems availability
for non-Outsourced customers Leverage investment by staying current with
Oracle product releases 81% of all issues identified in current testing
program are classified as having “Significant Customer Production Impact”
Improved Customer Satisfaction
91% of customers rate Oracle Product Services as average to excellent*
Over 85% of customers would consider being a reference for Oracle Product Services**
* Source: Morgan Stanley/IOUG Survey, April 2002; 502 respondents** Source: Oracle survey, December 2002, 5,000 global respondants
Industry Recognition
WebStar Service Award, Software Service Professionals Association (SSPA), April, 2003
Innovative Support, Software Service Professionals Association (SSPA), September 2002
2002 Supplier Award, Boeing Corporation
“Giga applauds the thinking that has gone into the “new and improved” Oracle Support Services.
Oracle has adopted a philosophy of service and support that is much more customer-centric than it
was before.”
New Oracle Support: Reengineering the ProcessByron Miller, Giga Information Group, October 2002
Industry Recognition
“The most significant change seems to be in culture...According to a few large customers, the result has been that “development is much more
responsive” and Oracle is putting major effort into quality, usability, and maintainability issues.”
Can the Internet Change Everything for Oracle Support? Bill Swanton, AMR Research, October 2002
Industry Recognition
“… Forrester's take? Given that Oracle has grown its customer base during that period, it's a testimony to how seriously Oracle has
heard its customers' concerns.”
The Organic IT Voyage: Forrester Grapevine
Laurie Orlov, Forrester Research, October, 2002
Industry Recognition
Summary Oracle Support Services is automating,
standardizing and using proactive services to better support today’s complex environments
Oracle experts are sharing responsibility for customer software environments
Oracle uses customer knowledge to build and deliver better products and services.
Next Steps….
See Your Business in Our Software– Visit the DEMOgrounds to see Support tools in action
OracleMetaLink/ODC Diagnostic tools Healthchecks
– Ask Oracle in the DEMOgrounds Staffed by Support and Consulting experts
Learn how to fully leverage your Oracle Support service by attending our Internet Seminars:
– http://www.oracle.com/support/index.html?seminars.html
Reminder – please complete the OracleWorld online session survey
Thank you.