The following is Part 2 of a 5-part series on Maximizing the Value of Oracle Support. Click here for Part 1
I am FOR our customers.
In this section I want to cover Present Day Realities. The first reality is that I frequently hear from customers, "I can't get Support's attention to my Service Request unless it's Severity 2 or Severity 1, or "Escalated." Is this a true reality? Yes, in some situations it is. It all depends on volume and capacity planning.
The second reality I want to address is the fact that in the past 10-12 years within the global economic climate, the first budget that got whacked to near zero, if not zero, was employee TRAINING. (The 2nd budget that got whacked was travel for training purposes) What has your division or line of business training budget looked like over the last year? 5 years? 10 years? Most audiences comment, "What training budget?" Exactly my point. This is real. It IS reality.
You see, without properly investing in training on Oracle products and technologies, you are becoming co-dependent on the Service Request process to learn, implement, install, configure, manage and maintain your products. This is an unfair expectation to have of any support organization. Do you shoulder the burden of training all of your own customers? Of course not.
Within Oracle's Technical Support Policies - which keep us within the guardrails of working better together, on pg 4 reads, "Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the Oracle supported programs and your Oracle environment in order to help resolve system issues and to assist Oracle in analyzing and resolving service requests. When submitting a service request, your technical contact must have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Oracle in diagnosing and triaging the problem."
The global culture of not training one's own people has resulted in a near tripling of Service Requests into Support. Artificially raising the Severity of Service Requests in order to just get attention, is not the answer. Utilizing the Self-Service Resources as part of your Premier Support Investment is part of the solution. Included as part of your Support investment is ongoing training and education. Oracle Support Advisor Webcasts and the Oracle Learning Library should be part of everyone's Personal and Team Development Plans. Oracle University also is a big part of your solution. Customers that are trained on our products, log the fewest Service Requests and are generally more satisfied with Oracle Support.
However, 70-90% of companies don't use I.T. to it's potential. This too - is a very, sad REALITY. Databases that are nothing more than oversized excel spreadsheets. Numerous product features and functions that are aren't even being used.
Smack dab in the middle - 80% UNREALIZED ROI.
The story goes like this....Two executives are sitting around and talking about the subject of employee training. One says to the other, "What if we train our people and then they leave?" The other turns and responds, "What if we don't train them and they stay?"
Maximizing your Support Investment is about leveraging the continued training and education that is part of the Premier Support Investment.
Next in this series - Part 3