Using Advanced Customer Support to close deals & increase customer satisfaction Oracle Confidential...
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Transcript of Using Advanced Customer Support to close deals & increase customer satisfaction Oracle Confidential...
Using Advanced Customer Support to close deals & increase customer satisfactionStephen TurnerGlobal Channels Development DirectorAdvanced Customer SupportSeptember, 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 3
Safe Harbor StatementThe 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 4
Program Agenda for Advanced Customer Support
Who we are?
What we offer
How you can take advantage
Engagement Models
How do I engage
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Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle Advanced Customer Support (ACS) delivers personalized and proactive mission-critical support for organizations seeking to maximize the availability, performance, and value of their Oracle solutions
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Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
About Oracle Advanced Customer Support
We Operate Globally as part of Oracle Customer Support Services
We Bring Expertise and Experience across the Complete Oracle Stack
ACS Works Closely with Oracle Development to Enhance Supportability
Our #1 Focus is Customer Success
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#1
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Global 50 Governments by GDP 84%Global Fortune 100 Companies
Telecommunications Companies
Banks
High Tech Companies
Auto Companies
Aerospace and Defense Companies
82%5 of top 5
4 of top 5
5 of top 5
4 of top 5
5 of top 5ACS works with 4,000+
public and private sector organizations
Oracle Advanced Customer Support: Our Customers
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50%The average hourly cost of downtime increased by over half in the last decade as technology became even more central to running key business functions
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50%CIOs plan to increase use of service providers by 50% over the next 3-5 years to reduce operating costs and focus limited staff on innovation
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Oracle Advanced Customer Support What We Help You Achieve
MAXIMUM AVAILABILITY MAXIMUM PERFORMANCE & VALUE
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Supportability at Every Step of Your Lifecycle
Plan & Design
Build & Deploy
Support &Maintain
Optimize &Modernize
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Oracle Advanced Customer Support Offerings
Personalized and Proactive Support from a Named Teamof Oracle Engineers
Priority Service Request Handling for Your Most Critical Oracle Solutions
Oracle On-Site Support
Advanced Support Engineers at Your Site to Provide Immediate Assistance
Oracle SystemsOptimization
Support
Start-up, Go-live, Tuning, Hardware and Software Changes, and More
Oracle AdvancedSupport Cloud
Services
Connectivity Enables a Wide Range of EngineeredSupport Offerings
Oracle PrioritySupport
Oracle SolutionSupport Center
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Oracle Advanced Customer Support Experts
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ACS engineers and technical account managers pair deep knowledge of Oracle products with an intimate understanding of your environment and objectives to deliver truly personalized support
• 2,600+ delivery professionals with an average 15+ years Oracle experience
• Extensive ongoing training
• Consistently high customer satisfaction
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“There is no question that automated remote support services can bring real, significant benefits to the modern datacenter.
IDC strongly recommends that any IT organization with access to automated remote support consider immediate implementation, working with support providers...”– Rise of the Machines, IDC 2014
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Oracle Advanced Support Cloud
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Oracle Advanced Support Cloud enables delivery of a range of cloud services which leverage known best practices, automation, and our global Centers of Excellence to help you maintain, support, and manage Oracle products
• 900+ connected customers
• Instantly accessible from anywhere
• Large and growing portfolio of services
Best Practices
Centers of Excellence
Automation__________________
__________________
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Going to Market with PartnersReselling Partners (VAD / VAR)
Services at Point of SaleFixed DiscountsSimplified quoting & bookingFocus on ACS Resell portfolio
attachLeverage Oracle Partner Store to
add installation services to HW/SW orders
System Integrators (SI) VARSPackaged, fixed price & custom
T&MSupport of SW & HW infrastructure
projectsACS Sales Region DrivenLeverage ACS Global Order Desk
and ACS Sales Rep.
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ACS Partner Engagement
Selling at Point of Systems Sale (POS)
Point Services and Solutions
Large IT Projects and Implementations
Optimization & Readiness Services ordered online via the Oracle
Partner Store (OPS)
Dedicated Global Order Desk for end-to-end Service Deal Management
Sales and Presales Engagement for complex Oracle Engagements
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted
Open Market Model (OMM)Oracle's Open Market Model (OMM) is a global registration program that rewards partners for registering transactions with OracleBenefits to Partners Include:– Approved registrations become visible to Oracle sales organization– Compensation or acknowledgement for bringing business to Oracle– Partners who register leads that are closed within 6 months time receive a 5%
commission on the deal with a maximum cap of $25,000–More information on the details of the OMM model can be found
http://my.oracle.com/site/anc/wwac/Operations/OpenMarketModel/index.html
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Summary: What is in it for partners?
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• Enable partners to sell a solution across theOracle stack
• Supplemental services that enhance the partner’s own service offerings & delivery capability
• Project schedules that are kept on track & on budget
• Assigned delivery team who understands your client’s business and technology requirements
• Enhanced capability for partners to deliver new Oracle technologies
• Increased Cooperation & Customer Satisfaction
• Increased partner revenue and margin
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For More Information
oracle.com/partners/goto/acs
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Appendix
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ACS Seamlessly Builds Upon Oracle Premier SupportOracle Premier Support
• 24/7 Support• 24/7 Hardware Service
Enterprise-Class Technical Support1
• My Oracle Support• Oracle Configuration Manager, Health Checks and
other Tools
Self-Service Proactive Support Tools2
• Fixes, Security Updates, Enhancements, New Releases
• Documentation, Upgrade Advisors, Communities
Software Updates and Update Resources3
Oracle Advanced Customer Support
• Assigned Support Team and Priority Service Response
• 24/7 Remote Monitoring and Resolution
The Fastest Problem Resolution1
• Reviews/Assessments Delivered by ACS Experts• Outages Mitigated or Prevented via Early and
Predictive Detection
Personalized Proactive Support2
• Provisioning, Patching, Upgrades, Tuning, Consolidation Planning, Migrations, and more
• New Systems: Readiness, Startup and Go-live
Deployment of Updates & New Products3
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ACS Seamlessly Extends the Value of Platinum ServicesOracle Platinum Services
• Event Filtering and Qualification• Event Reporting and Visibility through Online
24/7 Fault Monitoring1
• 5-minute Fault Notification• 15-minute Restoration or Escalation to
Development
Accelerated Support Response2
• Patch Planning• Patch Deployment
System Patching (Up to 4 Times Per Year)3
Oracle Advanced Customer Support
• Proactive and Predictive Monitoring & Resolution to Complement Platinum Services Fault Monitoring
• End User Performance Monitoring
Advanced Monitoring and Resolution1
• Named Advanced Support Team and Technical Account Manager Become Expert in Environment
• Regular Reviews, Guidance, Personalized Support
Solution Support Center2
• Out-of-cycle or Out-of-scope Patching• Engineered Systems and Platinum Services
Readiness, Startup and Go-live
Additional Patching and Other Services3
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Oracle Solution Support CenterA New Level of Personalized and Proactive SupportAn Assigned Oracle Support Team Delivers Mission-Critical Support
WHO WHAT WHY• Customers who require specialized, personalized support
• For the most critical business applications and systems
• Named team with expertise in the customer’s unique environment & business impact
• Proactive use of tools and IP to avoid downtime, and rapidly resolve issues
• Focused on the customer’s most critical business functions
• Improve availability and performance
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle Priority SupportRapid Response and ResolutionPriority Service Request Handling for Your Most Critical Oracle Solutions
WHO WHAT WHY• Customers who require prioritized support for their most critical systems• Customers who require greater urgency in response to their SR’s
• SRs prioritized higher in Premier Support Queues• Access to a named TAM• Webcasts and exclusive discussions with Oracle Product Managers related to new technologies
• Faster resolution of SRs related to critical systems and projects
• Access to a named Oracle Support professional who is an advocate and can be called upon in critical situations
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On-Site SupportThe Support You Need, When and Where You Need It Hands-on Support from Oracle Experts Embedded Directly in Your Team
WHO WHAT WHY• Customers who require embedded Oracle support experts working directly with their IT staff
• Scenarios where remote delivery is not an option, or
• Remote services need to be augmented with on-site assistance
• Ultimate personalized support delivered by on-site support experts embedded at key customer location(s)
• Oracle solutions, knowledge transfer, & leadership for diverse, complex technical challenges
• Customer’s IT team gains direct real-time access to on-site Oracle experts
• Customer benefits from best-practices, timely advice & guidance, hands-on assistance, and knowledge transfer
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Oracle Systems Optimization SupportGain Full Value from Your Oracle Solution – Right from the Start Startup, Go-live, Tuning, Critical System Changes and more
WHO WHAT WHY• Customers who need assistance with provisioning & deployment of hardware, software, infrastructure, and key data center events
• Packaged support solutions specifically geared to systems & data center customers
• Offerings span from installation & startup, to system reviews & upgrades, and data center relocation
• Provides customers with a proven blueprint for deployment, maintenance, and availability
• Reduces customer risk and accelerates ROI
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Oracle Advanced Support Cloud Services Your Connection to SuccessSecure, Personalized, Engineered Support
WHO• Customers who have adopted a cloud model, lights-out data center, and/or capable of accepting engineered support connected to a service cloud
• Customers who seek continuous access to Oracle’s “always on” expertise
WHAT• Enables secure connectivity to a rich suite of engineered support capabilities optimized for Oracle technologies• Continuous detection, prevention, correction, and oversight of critical events• Provisioning, consolidation, remote patching, etc.• Foundational platform for innovation
WHY• Provides the highest level of engineered support to deliver system availability & reliability
• Direct access to Oracle experts from any location in the world
• Outages are mitigated or prevented via early & predictive detection