Company: Oracle Corporation
Company Description: Twenty-six years ago, Larry Ellison saw an opportunity other companies missed when he came across a description of a working prototype for a relational database. Oracle is the world's leading supplier of software for information management, and the world's second largest independent software company.
Nomination Category: Organization Awards Categories
Nomination Sub Category: Best Customer Service Organization

Nomination Title: Oracle Support Services EMEA

Tell the story about what this nominated organization achieved in the past year (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 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) has yearly revenue of over $4 billion and provides
24x7 support to over 214,000 database and applications customers worldwide,
through six global support centers and over 70 local centers totaling thousands
of service engineers.

Combining the Internet and it’s own CRM software, since 1999 Oracle has moved
from a reactive Telephone Call Centre through a transitional phase as an
Internet Content Centre to the existing model of a Customer Centric Centre:
 
Telephone Call Centre (Reactive)
· 2M Telephone Calls
· <5% Online SRs 

Internet Content Centre (Self-Service)
· 225K Telephone Calls
· 90% Online SRs
· 30% Fewer SRs
· 80M Interactions
· Resolution Time reduced by 41% 

Customer Centric Centre (Proactive)
· Reduce SR backlog
· Avoid Problems by Product Assessment and Healthchecks
· Build better products

This transition is evidenced through global virtual teaming to revolutionise
support service and product development relationship through increased tools and
automation to enhance customer problem avoidance, customer self-service,
support engineer efficiency and Oracles product serviceability and support.

The Europe, Middle East and African (EMEA) organisation employs 1,800 people
in 30 countries and delivers support to 55,000 customers in 27 different languages.
The local country teams range from 350+ people to less than 5 in the smallest
countries, but the quality of the customers’ service lies in the strength of the
whole.  The customers’ IT skills within countries and the infrastructure upon
which they depend are very diverse but every customer can call upon the
collective skills of all the OSS engineers across EMEA.  They are assured a
consistently high level of service quality via the intelligent routing to the
support engineers best skilled to handle their issues.  This seamless mapping of
customer issues to Oracle support skills is further enhanced by customers'
ability to work in their preferred language via the online customer facing
application OracleMetalink.  Taken together, these resources help maximize
effectiveness, ensure faster resolution times and drive higher levels of
customer satisfaction

The EMEA organization is structured to optimally balance our Support teams'
technical product focus with a strong customer orientation.  This allows Oracle
Support engineers to maintain their strong understanding of Oracle's numerous
products, while concentrating on understanding customers' business flows.  

We regularly measure the success of our organizational transition and
achievement of our customer satisfaction goals:

Servicing the Customer:
· EMEA deals with 318K Service Request per year
· 88% of Service Requests are handled via OracleMetalink
· Open Service Requests (i.e. Work in Progress) have reduced by 33.8%

Satisfaction:
· 98% would continue to use our Product Support services
· 90% of our Customers say that support is equal to or better than a year
ago
· 79% rate OracleMetalink and our electronic connectivity tools as
outstanding

Jean Reiczyk
SVP Customer Support Operations
Oracle Corporation

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

Awards won in 2003.  http://www.oracle.com/corporate/index.html?awards.html
EMEA Press Room:  http://www.oracle.com/eu/pressreleases/index.html
Oracle Support External Site:  http://www.oracle.com/support/index.html

Provide a brief (up to 100 words) biography about the leader(s) of this nominated organization:

Jean Reiczyk is senior vice president of Oracle Support Services EMEA and
AsiaPacific, reporting to Mike Rocha. Mr. Rocha is responsible for Oracle's
Worldwide Support Services, Outsourcing, Platform Technologies, and Global
Information Technology.

Prior to joining Oracle in 2001, Mr Reiczyk had over 25 years experience in the
Telecommunications and Information industry, including serving as president of
Managed Storage International Inc, senior vice president of Global One, a vice
president at AT&T, and CIO of Digital Equipment.