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.