Driving Industry Leadership in Customer Support Catherine Jensen Vice President, Oracle Global...
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Driving Industry Leadership in Customer Support Catherine JensenVice President, Oracle Global Customer Support
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Per Sarbanes-Oxley Sec. 404, the following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any
material, code, or functionality, and should not be relied upon in making purchasing decision. The development,
release, and timing of any features or functionality described for Oracle’s products remains at the sole
discretion of Oracle.
Safe Harbor Statement
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What Sets Oracle Apart
Award-Winning Support
Proactive, Automated Support
Full Technology Stack Support
Lifetime Support
Ecosystem Support
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Oracle Premier Support
ProductEnhancements
and Updates
Advanced Customer Services
SolutionSupportCenter
Assessments& Testing
PriorityService
BusinessCritical
Assistance
AssistedServices
Advanced Support
Assistance
GlobalSupport
Infrastructure
Proactive,Automated
Support
Ecosystem
Support
Lifetime Support
Oracle Support Services Portfolio
Expert Services
Technical Account
Management
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Flexible Support OfferingsApplications Unlimited and Lifetime Support
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TAILORED FOR INDUSTRY, PROCESSES AND GEOGRAPHY
Applications Unlimited
ORACLE — SIEBEL — PEOPLESOFT — JD EDWARDS
• Continued Product Releases
• Customer Driven Product Roadmaps
• Dedicated Development Teams
• No Forced Upgrades
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Applications UnlimitedBest of Both Worlds
Unlimited
Unlimited
Unlimited
Unlimited
Version 9Version 9Version 8.9Version 8.9
Version 8.12Version 8.12Version 8.11Version 8.11
Version 12Version 12Version 11i.10Version 11i.10
Version A9Version A9Version A7.3 & A8.1
Version A7.3 & A8.1
UnlimitedVersion 8Version 8Version 7.8Version 7.8
FUSIONUnlimited
Latest ReleaseLatest Release Next ReleaseNext Release
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Bottom Line
Continued Product Releases• More Choice
Customer Driven Product Roadmaps• More Visibility
Dedicated Development Teams• More Value
No Forced Upgrades• More Time
For more informaton about your specific product release, visit Oracle.com:• oracle.com/applications/applications-unlimited.html
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Lifetime Support
• Applications Unlimited
• Lifetime Support Policy
• Business Drives Upgrade, Not Development
Simple and predictable, our support policy covers your entire technology environment, from database to middleware to applications for the Lifetime of your software investment.
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Lifetime Support Policy
0 1 2 3 4 5 6 7 8 9 10
SustainingSupport
ExtendedSupport
PremierSupport
Unlimited
FROM 5 YEARS TO FOREVER
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FeatureFeature PremierPremierSupportSupport
ExtendedExtendedSupportSupport
SustainingSustainingSupportSupport
Major Product and Technology Releases
Technical Support
Access to Knowledge Base(MetaLink/SupportWeb)
Updates, Fixes and Security Alerts
Pre-existing Only
Tax, Legal and Regulatory Updates
No
Upgrade Scripts No
Certification with existing Third Party Products/Versions
No
Certification with New Third Party Products/Versions
No No
Certification with new Oracle Products
No
Lifetime Support Policy Deliverables
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Support Vision
Oracle Support Is Changing
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What’s Driving Our Change?
• Oracle’s focus on acquisition, industry consolidation and building the customer base.• Support is now a key strategic factor for the business • Requires a new focus on the customer experience• Customer satisfaction is a key measure• The support model and tools must be flexible• Must be able to assimilate new companies, products and
people quickly
• Acquired companies have brought additional best practices and support leadership to help drive the new corporate focus.
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Vision
In support of our corporate goal to become the Number One Software Company in the world, our support vision is to become a :
- Customer centric,value added support for customers that is the envy of the industry and maximizes customer ROI
- Efficient and effective support delivery that leverages the best technology, people and processes to exceed customer expectations while giving us the flexibility to adapt to various customer market segments
- A business that attracts, retains and grows the best support people in the industry
Pers
on
alize
d S
erv
ice G
lob
ally
Con
necte
d
Global Support
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Our Strategy – Stakeholder Value
Support Vision:
- Customer centric,value added support for customers that is the envy of the industry and maximizes customer ROI
- Efficient and effective support delivery that leverages the best technology, people and processes to exceed customer expectations while giving us the flexibility to adapt to various customer market segments
- A business that attracts, retains and grows the best support people in the industry
Strategy:
For our customers- Reduce the total cost of ownership- Enable competitive advantage leading to growth, profit
and long term success
For our business- Enable Oracle to become #1 software company in the
world- Maintain our industry leading support position
For our employees- Personal & professional growth- Fun, passion and pride- Quality of life- Market competitive compensation
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Industry Leadership
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Publications• Fortune• Business Week• Forbes• Information Week• eWeek
• Wall Street Journal (EMEA/APAC)
• Economist (EMEA/APAC)
23 Total Inserts
“An Outstanding Customer Service Experience”J.D. Power & Associates Certified Global Technology Service & Support
Oracle Support is Outstanding
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Why Certify?
• Enhances consistency in our service delivery across all our products and centers
• Provides the foundation for continuous best-practice process improvement
• Demonstrate Oracle’s commitment to service & support excellence
• Send a strong message of a new support culture• Create a rally point for all support employees• Recognition from the world’s most recognized
authority on customer satisfaction (JD Power and Associates)
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Customer Benefits
• New culture is customer-focused• Focus on metrics that benefit customers• Best in class technology• Improve and standardize the customer experience• Improve the value of Oracle support services
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Delivering a Superior Ownership Experience
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Oracle Customer Service Evolution
• Reactive• 517k calls/quarter• Inefficient
Call Center Internet Content Center
• 20M self-service searches/quarter
• 66k phone calls/quarter
• 90% online Service Requests
• Skills-based routing
Relationship Center
• Oracle CRM• 360 view
• Continuous Connection
• Online Collaboration
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Superior Ownership ExperienceIt pays to deliver …
Cost &Maintenance
Quality &Roadmap
RelationshipManagement
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CIO Advisory Board
Customer Surveys
Customer Care Services
User Groups
CAB’s
Fusion Strategy Council
Customer Events
Executive Sponsors
Product Quality & Roadmap
Cost & Maintenance
Relationship Management
Superior Ownership Experience
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It’s all about the Customer Relationship
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Customer Expectations of the Relationship
• High systems availability• Optimal systems performance• Easy installation and upgrade• Lower total cost of ownership• Faster problem resolution• Personalization• Proactive solutions
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Transactions vs. Interactions
Transaction — To drive through, carry through, accomplish, transact
• Knowledge base search• Log service request
Interaction — A mutual or reciprocal action or influence
• Collaborative support• Real-time response to service
request
Interactions engage the customer and evoke “conversations”
Value
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Changing the Conversation
Operational Efficiency
Transactions
Internal View
Anticipating Needs
Value Driven Interactions
Customer View
Relationships
Reaction
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Industry Shifts Driving Changing Relationships
Software as a ServiceConventional Software
ServicesProducts
Extended EnterpriseIn-House
Open SourceProprietary
Industry ConsolidationProliferation
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Direct Feedback to Development
• Provide customer feedback to development• Participate in development staff meetings• Collaborating on design for supportability
• 11g Diagnosabiity Infrastructure
• Customer satisfaction tracking
Customer Support Development Product
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FY 07 GCS Key Focus Areas
• Superior Ownership Experience / Customer Satisfaction
• Extending Knowledge Management• Consolidated Infrastructure • Employee Engagement• Resource Optimization
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Moving Forward
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Superior Ownership Experience Desired End State
From… To…
Transaction Focus Relationship Focus
Limited Development Engagement
Extensive Development Partnership
Product Problem Centric Service & Solution Centric
Individualistic, Linear Process
Collective Collaborative Process
Remote Support Virtual Proximity, Communities
Many Businesses & Different Experience
One Business with Consistent Customer Experience
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Extending Knowledge Management Desired End State
From… To…
Separate Knowledge bases (KB) uneven effectiveness
Integrated KB’s with High Yield & effectiveness
Aging KB Current, Relevant, Quality KB
Basic Self Service Usability Improved self service
usability
Limited Participation By Customers & Partners
Increased Participation By
customers & partners
Basic Personalization & Preventative Services
Established integration of
CSM configurations &
diagnostics with KM
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Consolidated Infrastructure Desired End State
From… To…
Multiple Web, Workflow systems
Single, State of the Art System
Multiple Reporting Systems Single Reporting System
Aggregated Businesses, different process models, internally focused
Single, Simplified process model, customer focused
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Employee Engagement Desired End State
From… To…
Informal development & career options
Clear Career Progression, focused investment
Inconsistent Reward & Recognition
Rewards match Expectations, Consistent and Timely recognition
Informal employee feedback Formal employee satisfaction and feedback program
Limited M&A involvement Direct involvement in M&A activities and best practices
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Resource Optimization Desired End State
From… To…
Multiple support organizations in different stages of globalization
Uniform globalization
Imbalance in resource & work distribution
More uniform match by SR type, affinity, resource skills
Established Expansion Centers
Optimization of Expansion Centers
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