Hey Oracle Support....Escalate THIS!

This one's for Support, for our clarification.  There should be no misunderstanding to what the term 'Escalation' means.   For clarification,  Escalation is defined as "Bringing Management attention to your Service Request/Case".  Oracle Support's management team is both accessible and accountable to our customers 24x7, regardless of severity.

Do customers confuse the term escalation with severity increases?  Yes, they do.  They will.  See my previous post on the topic Escalations vs. Severity Increases - 7/18/07. It's our obligation to clarify what customers are requesting.

Customers come to know the escalation process, first through the RFP process.  The Request For Proposal happens in the sales cycle.  A common question is asked, "Does the vendor have an escalation process for service delivery, and if so describe".  This is a standard question and believe me if one didn't exist, that RFP would be thrown in the trash.

The second way that customers learn about the Escalation process is through customer training efforts, like monthly scheduled webcasts.  By the way, the escalation process is clearly defined within all accessible support portals.  There's no confusion to what Escalation means to a customer.

The unfortunate way that customers learn about what an escalation is and how to initiate it, is reactively.  This is the most common way.  See my previous post on the topic Escalations vs. Severity Increases - 7/18/07.

One of the many reasons Oracle Support was a JD Powers award recipient for Service and Support was because of our execution to the Escalation process.  Our customers were asked, "Does Oracle have an Escalation process, and if you followed their instructions, did it work as prescribed?"  They replied, "YES".

Let's not allow any customer, anywhere, under any circumstances to change that answer.



Comments:

Paul,

Thanks for the reply.  Oracle Support has 'internal systems' that we use for tracking and reporting escalations.  I do not comment on that information because those are our internal systems and processes and they can change over time.

Those systems are not part of our external, customer facing training.

What remains clear and customer facing is the Escalation process itself.

-Chris

Posted by Chris Warticki on May 23, 2008 at 01:27 AM EDT #

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About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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