| Oracle
receives second award from SSPA
Posted: 28 April 2003
Thousands of customers in the Middle East benefit from
Oracle’s web-based service delivery
Dubai, UAE — Oracle Corporation, the world's
largest enterprise software company, today announced that Oracle®
Support Services have received the prestigious 2003 WebStar Service
Award from the Service and Support Professionals Association (SSPA).
A leading industry organisation for IT support professionals, the
SSPA honored Oracle Support Services for providing superior customer
service to their online customers.
“The WebStar Service Award serves as the highest form of
recognition in the service and support industry," said Bill
Rose, SSPA Founder and CEO. "Oracle delivers an impressive
array of ‘high touch’ customer support as well as world
class web-based services which include self-service tools and resources.
These services demonstrate that Oracle are truly deserving of a
WebStar Award.”
“With over 80 per cent of Oracle’s global customers
using OracleMetaLink to find solutions themselves, as well as interact
with Oracle Support Services directly, we believe we are leading
the industry in effective online customer support,” said Mike
Runda, vice president, Oracle Product Support Services.
“As a result of OracleMetalink, as well as online collaboration
tools such as Oracle Direct Connect, our primary goals of reducing
problem resolution times and increasing customer satisfaction rates
are being achieved. By deploying our web-based support applications
we have enabled our customers to self-serve on schedules that best
fit their needs.”
Oracle's web-based services include OracleMetalink, a customer-facing
application that includes a robust self-service knowledge repository,
technical repositories and forums, and the ability for customers
to electronically file and track service requests themselves.
OracleMetalink allows customers to find immediate solutions to
their problems, and log service requests electronically.
This online connection with the customer allows for global skills-based-routing
of service requests to the most qualified Oracle support engineer,
resulting in faster time to issue resolution and immediate feedback
to the customer.
Currently, on a worldwide basis, more than 80 per cent of customers
submit service requests to Oracle via OracleMetalink.
Other innovative online service delivery tools include a variety
of diagnostic tools to speed problem classification, and online
collaboration tools, such as Oracle DirectConnect (ODC) to greatly
increase resolution time.
Through ODC, with customer permission, Oracle support engineers
connect directly to customer environments to provide proactive remote
services, diagnostics, and collaborative on-line problem resolution
in a shared environment.
Customers that take advantage of this connection to Oracle can
experience up to 40 per cent faster resolution on service requests
and 98 per cent of the customers rate the service as beneficial.
About Oracle Support Services
Oracle Support Services offer a range of programs that enable the
management style of a production environment to be matched with
the desired Oracle support relationship. Oracle provides support
in more than 90 countries, delivering timely and reliable service
to help ensure the business success of every customer.
Posted by Richard Price,
Editor Pipeline Magazine
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