2. 3rd Party / Partner
Support Personnel
IT Industry
“Collaborative Support” – Vision
Oracle Web Conferencing
Development
• Information TechnologyBetter Support Faster.. 225 billion industry by
is poised to become a US$
2020.
Bring all the right
• Next generation of Oracle Direct Connect - hosted by Oracle and part of Collaboration
resources to the
• /Suite
ConsultingThe IT sector has become one of the most significant growth catalysts for
Implementers
Advanced
problem
• the Indian economy. the MetaLink homepage
Easy to launch directly from
Support
• The sector is estimated to have grown by 19 per centdiagnose your issue
• Multi-user enabled - all involved parties can participate to help in the FY2011.
• OWC sessions can be recorded - vital info can be shared within Oracle once captured
Global Product
Support
Customer’s
Tools
•Support Personnel can be captured on the fly
Screenshots
Customer
Information
Connectivity
2
3. Access from MetaLink
Join your Conference
Enter your Details
Oracle Web••Conferencinguniquewith Service
Clicks Conference Title matching
Arrange time for OWC session Customer
For your security: your
•
•
•
•
TAR/SR Engineer is used as
Supportnumber through SR the meeting Password
Identification (CSI)
or into Metalink
LogConference Key
Increased security
•
•
•
•
•
Hosted by Oracle
•
• Click on Oracle Collaborative Support
• button in lower left email address & Company are
Once your name, corner
Uses Secured Socket Layer with 128-bit data encryption
provided, you may join conference
SR and CSI numbers required to collaborate
MetaLink access is needed to collaborate
Only standard outbound HTTP and HTTPS ports (port 80 and
port 443) are used
Default mode is Oracle seeing Customers screen
Customer can decide to allow Oracle mouse/keyboard control
Customer can share desktop, application or individual windows – Sharing only required information
4. Resolving Problems
Initial Screens
Sharing experience with experts
MediationModes
Sharing Controls
Desktop Sharing Mode
Share an Application
Share an Area
VoiceStop Sharing
Streaming
Record Session
Share Entire Desktop
• First
To resolve Host or presenter can grant authority to anyneed to share their findings with
complex issues, Engineer & Customer maysee Initialization screen, then
•
attendee
• Invitation
Oracle Development or system experts, not present. to present your issue to
• ClickPresenter rights, click the blue (person) icon next to the attendee’s
problems
• on New User if experiencingbegin Desktop Sharing Mode
Oracle Support
• Select
• • Thenname 4th icon from left to conversation if acceptable to customer
Record on screen activity and/or
Test to check system compatibility
• Shared control, click the yellow (mouse) icon next to to attendee’s
To sessions are password protected Application icon
• Recordedpresent an application, click the Share anfor security onlythebe seen by participants
•
and • name
designated an area of your desktop, click the Share an Area icon or for entire desktop,
To present persons
click the Share Entire Desktop icon
5. Overview
Services
• Vision- “Provide high quality service and be a bench mark in the industry”
• Mission-” To be the premiere Support and Technical Services provider that
• helps to create a prosperous future queries .
Software installation, support, and for clients”
• Core Values• IT Maintenance.
• Availability and Responsiveness to customers
• Support Windows, Macintosh, Unix (Solaris/Linux) platforms.
• Clear and concise communications -internally and externally
• Support Java, C#, mainframe.
• Accountability and Accuracy
• Quality
• E-mail installation, questions, or problems.
• Network configuration problems including IP addresses.
6. Planning
People
Process
7 P’s of Services
Marketing
Maintenance
Analysis
Price
Software
Products/ Development
Life Cycle
Service
Physical
Evidence
Implementation
Design
Place
Promotion
7. Technology Impact.
• Company is in the business on IT Service: staff has to have adequate skills.
• Technology is backend. Accounting for instance
• Technology glitch could have adverse effect on the quality and trust.
• Customer/ Client are technology literate.
• Technology is used in all the phases of service generation.
8. Service Gaps
•
•
•
There is a Gap existing in the employee’s courtesy level. This is type 1 Gap: (Not
knowing what customers expect) Each might have occurred due to lack of inward
communication and insufficient relationship focus mostly by the employee and
sometimes by the customers.
Gap3 (Not delivering to the service standards) where in the reason could be failure
to match supply & demand and the problems with service intermediaries.
Gap 4 ( Not matching performance to promises) it could be due to lack of
communications as some of the customers also lack the knowledge of
understanding.
9. Relative Importance of Service Dimensions
Significance & Recommendations
•
•
•
•
•
•
Service
Constructs/
Selling IT contracts – secured Perception (P)revenueExpectation (E)
way to generate
Quality
Dimension
Rank
IT Company to develop human resource management strategies to train employees.
s
Mean
SD
Mean
SD
(P-E)
3.754
1.932
3.239
1.532
6.14
Customer handling department of employees should pay more attention to the tangible
Tangibles
3
aspects of the service quality.
3.288
1.3878
3.21
1.217
1.646
CRM employee should focus on specific items including equipment and physical facilities,
Assurance
4
3.01
1.5538
2.99
1.558
4.17
appearance of employees, materials associated with the service, and operating hours in the
IT Company.
Empathy
2
3.68
2.2236
4.78
2.456
-9.14
Use of simulation for training purpose
Responsive
5
Webinars, conference calls to solve minor 1.46
issues.
3.384
3.214
1.26
2.175
ness
Reliability
1
