The loyal conference attendees already know Richard Sarwal as Vice President of Product Development. He is now at the forefront of the support organization and will present his plans in a keynote at DOAG 2014 Conference + Exhibition.
You always enjoy coming to Nurnberg. Why?
The DOAG conference attracts a largely technical audience who I enjoy interacting with very much. I‘m looking forward to meeting as many DOAG attendees as possible.
Can you describe your new job more in detail?
I am now responsible for worldwide support for all Oracle‘s software products - on premise and cloud - as well as support
for Engineered Systems ie Exadata, Exalogic etc As the primary user of My Oracle Support (MOS) my team is also responsible for defining its use as well as the addition of new capabilities such as Chat.
What measures do you intend to take?
We have started to develop more intelligent backend systems so that when a customer interacts with MOS it walks through a decision tree as opposed to a static question and answer session. This
allows us to embed deep domain knowledge at the point of interaction which makes for a faster and more efficient transaction.
How can you measure the improvements of the support quality?
We measure the objective parts of a support interaction: How many iterations were there between a customer and Oracle , what percentage of Service Requests (SR) are reopened, etc. These give us a clearer view as to whether the changes we are making are having a positive impact. These metrics are available down to an individual support engineer so we can focus our attention in the right places.
