LAS VEGAS, March 19, 2019 /PRNewswire/ -- ORACLE
MODERN CUSTOMER EXPERIENCE -- Oracle's new Advanced Customer
Success Services concierge program, announced today, was designed
to give Oracle Cloud Applications customers the resources they need
to achieve the best benefits of cloud computing as quickly as
possible.
Organizations adopting cloud applications need deep domain and
business process expertise, as well as end-user insights, to align
resources, drive user adoption and achieve the best business
outcomes. To address this need, Oracle Advanced Customer Success
Services uses proprietary methodology to target, track, and manage
a company's use of Oracle Cloud Applications. The services are
built on native insights and industry best-practices and are
delivered by domain experts to help customers leverage their cloud
investment in the most effective way possible.
"Consistent with our plans to transform our business and enhance
the customer experience, we have taken steps to standardize and
automate our cloud solution across our business units," said
Cathy Dondzila, chief accounting
officer of Ocwen. "We believe Oracle's Advanced Customer Success
services will help us be more responsive and agile as our business
and the mortgage industry continue to evolve. Our Customer Success
Manager is a true extension of our team."
"Support providers are increasingly expanding their capabilities
to help customers achieve business outcomes. But this requires
significant process, policy, and technology changes," said
Elaina Stergiades, research manager
at IDC. "Offerings like Oracle's baseline platinum support services
and customer-specific advanced services can help IT organizations
looking to optimize cloud investments, facilitate greater adoption
and improve efficiency."
Oracle Advanced Customer Success Services are delivered by
domain experts and cover Oracle's complete suite of cloud
applications, including Oracle Enterprise Resource Planning (ERP)
Cloud, Oracle Human Capital Management (HCM) Cloud, Oracle Supply
Chain Management (SCM) Cloud and Oracle Customer Experience (CX)
Cloud. Oracle's new Advanced Customer Success Services include:
- Business continuity assurance: Services that support
improved stability and performance by helping the business plan for
and manage product releases.
- Compliance and governance: Oracle customer success
managers partner with customers on security audits and provide
ongoing compliance guidance.
- Consumption and adoption: Oracle Advanced Customer
Success Services monitor the solution to make sure the application
is being used and adopted long-term by employees. Customers also
receive best-practice guidance and process reviews to identify
opportunities to drive better alignment with the capability of the
technology.
- Continuous improvement: Innovation guidance, success
planning and benchmarking to optimize and improve application
performance.
- Change management facilitation: Services to support and
guide customers in ensuring the right training and communications
are in place for smooth widespread adoption.
"Cloud technology has reshaped the IT industry and customers now
expect more guidance and support from cloud software vendors. We
launched the new Advanced Customer Success Services to help address
this growing need and to further raise the bar for customer support
in the SaaS industry," said Catherine
Blackmore, group vice president of North America Customer
Success at Oracle. "We are excited to be setting a new standard for
customer support and will continue to find innovative ways to help
our customers succeed in the cloud so they can achieve more value,
faster."
In 2018, Oracle set a new standard for the SaaS industry by
launching free platinum-level support services designed to
accelerate cloud adoption and ensure customer success. The
comprehensive base-support package features 24/7 rapid response
technical support, dedicated implementation support, proactive
technical monitoring and on-demand education resources. Advanced
Customer Success Services are designed to go beyond the free
platinum-level services to help customers better align resources;
adopt best practices; quantify, communicate and promote value to
key stakeholders; streamline technology adoption and drive business
outcomes.
About Oracle
The Oracle Cloud offers a complete suite
of integrated applications for Sales, Service, Marketing, Human
Resources, Finance, Supply Chain and Manufacturing, plus Highly
Automated and Secure Generation 2 Infrastructure featuring the
Oracle Autonomous Database. For more information about Oracle
(NYSE: ORCL), please visit us at oracle.com.
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their respective owners.
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SOURCE Oracle