Oracle Corporation

Company: Oracle Corporation
Company Division/Group: Oracle Support Services
Company Description: Oracle Corporation (Nasdaq: ORCL) is the world's largest enterprise software company, providing enterprise software to the world's largest and most successful businesses. With annual revenues of more than $10 billion, the company offers its database, tools and application products, along with related consulting, education, and support services.
Nomination Category: Organization Awards Categories
Nomination Sub Category: Best Support Organization

Nomination Title: Oracle - Best Support Organization

1. Tell the story of what this functional organization has achieved in 2002 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

   Oracle Corporation (Nasdaq: ORCL) is the world's largest enterprise software company, providing enterprise software to the world's largest and most successful businesses. With annual revenues of more than $9.4 billion, Oracle is the first software company to develop and deploy 100 percent Internet-enabled enterprise software across its entire product line: database, server, enterprise business applications, application development, and decision support tools. Oracle Support Services (OSS) provides 24x7 support to approximately 200,000 database customers and over 13,000 applications customers worldwide, through seven global support centers and over 70 local centers totaling thousands of service engineers. Oracle services.

   Combining the Internet and it’s own CRM software, Oracle has turned OSS into a truly innovative customer service organization. Until recently, OSS operated strictly as an inbound call center to handle all customer service requests (SR), which required customers to spend a significant amount of time describing a complicated software issue to service engineers and trading information and tools back and forth instead of directly solving issues. Oracle has now brought its “call center” online, in the form of OracleMetalink, a customer-facing application that includes a robust and ever growing self-service knowledge repository, technical repositories and forums, and the ability for customers to electronically file and track service requests themselves. OracleMetalink not only allows customer to find solutions immediately, but also allows for true, global skills based-routing of customer service requests, resulting in faster time to resolution.

   The results: · Phone volume: 77% decrease over 3 years · Service Requests: 87% of customers log service requests via OracleMetalink · Self-Service: Over 80M self-service actions/year

   Oracle’s Outsourcing business has further revolutionalized the software industry by helping companies save money and make better use of IT resources by managing, monitoring, and maintaining Oracle software. Oracle and its outsourcing customers are partners in managing and maintaining the customer’s applications which reduced problem resolution time, increased speed of deployment and cost savings to the customer, including:

   · 60% of operational issues are proactively resolved · 50% faster problem resolution · 50% fewer service requests than the traditional customer

   As a result of this innovation, Oracle’s overall Customer Satisfaction is at all-time high and has improved for the fourth consecutive period with a 4.4% improvement over last period: · 91% rate Oracle average to excellent · 87% would serve or consider serving as a reference · 84% of our customers say that support is equal to or better than one year ago 97% contract renewal rate

   High customer satisfaction is a result of significant improvement in areas that customers tell us are important, such as 30% improvement in overall resolution times, 26% increase in self-service activity; and 16% reduction in open SR backlog, all of which allows Oracle to deliver industry-leading software support services.