Oracle Corp, the largest provider of software for e-business, has announced the availability of Support.Oracle.com, the latest addition to Oracle`s suite of customer relationship management (CRM) online services.
Support.Oracle.com is a new online service that delivers the customer care applications of the Oracle E-Business Suite, and is accessible from anywhere in the world.
"The global accessibility of Support.com eliminates the need for companies to set up and operate regional customer care operations," says Glenn Lottering, Applications Business development manager at Oracle SA. Oracle is thus enabling companies to operate a 24x7, `follow the sun` service model.
"Not only does this allow companies to save money, but also helps improve customer service by making centralised customer information available to anyone who interacts with a customer."
Support.com is integrated with Oracle`s existing Sales.Oracle.com for a more complete view of the customer across both the sales and support forces," says Lottering. "This integration gives sales and services representatives real-time access to up-to-date customer information, enabling them to better serve their customers, thereby allowing increased customer satisfaction and promoting customer loyalty."
Lottering advises that Oracle`s online CRM applications will continuously expand with additional business solutions such as, marketing, store and e-mail in the near future. "The ability to give away core functionality such as customer and contact management or opportunity management with value-added capabilities such as forecasting and customer care, makes Oracle`s offering different from others, since Oracle has the ability to rapidly release more online applications in the CRM space."
Support.Oracle.com is designed to appeal to companies of all sizes who want to avoid the traditional price; maintenance and implementation barriers to enterprise customer care applications. It offers comprehensive support functionality for end-to-end customer support, from initial problem tracking through resolution.
"Customer care representatives will have the ability to create and manage service requests, reviews tasks and search for resolutions to many different service inquiries. By accessing Oracle`s customer care applications as an online service - which offers the same enterprise applications traditionally delivered on a CD - companies have an easy point of entry to the Oracle E-Business Suite," maintains Lottering.
In addition, Support.Oracle.com enables Oracle reps to offer a `try before you buy` experience. A rep can type the URL, immediately register and set-up the customer`s company for no charge, and the customer can test the functionality and benefits.
Lottering says other benefits of the online service also include: zero training, no up front investment, no maintenance, improved service levels with consolidated interaction history, immediate ROI and faster problem resolution. "Support.oracle.com enables companies to increase employee productivity, increase customer satisfaction, improve customer retention while reducing service operating costs."
Lottering adds that last year Oracle introduced Sales.Oracle.com, a free enterprise sales automation service that enables companies to actively manage their customer, contacts, opportunities and pipeline. This service, which provides sales management with real-time global forecasting, is currently being used by more than 10 000 companies and more than 150 000 users around the world."
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