Oracle users pleased with support progress
Oracle's efforts to please its UK users seem to be succeeding, with a survey finding customers more content with the vendor's product support than they were a year ago.
Last year's UK Oracle User Group (OUG) survey singled out product support as the main issue users wanted Oracle to address, with a newly opened call centre in Egypt coming in for particular criticism.
The recent 2008 OUG member survey, covering 550 people, revealed that Oracle users are much more satisfied 12 months on, according to OUG chairman Ronan Miles.
Speaking to ZDNet UK sister site silicon.com, Miles said: "Oracle… has taken efforts to improve [support]. What we have seen is Oracle has made significant inroads into online support."
Miles attributed the improvement, in part, to developments at the Egyptian call centre, which Oracle has now brought up to speed. As a result, complaints have been less common.
Debra Lilley, OUG vice chair, added of the call centre: "This year, it's not an issue."
However, Miles admitted the OUG could do more to promote Oracle's online support services to its members.
The 2008 OUG survey showed general satisfaction with Oracle products among members, with 91 percent of respondents saying they're satisfied with Oracle as a technology provider, while 82 percent of BEA users said they are satisfied with the product and 90 percent said the same for Siebel.
Oracle acquired middleware provider BEA at the beginning of the year, adding to other recent acquisitions, such as those of PeopleSoft and Siebel.
Miles and Lilley said Oracle has indicated it's making good progress with its Fusion applications and middleware, which will integrate these acquired technologies together.
Oracle attributed its healthy first quarter in 2008 to sales of Fusion middleware, although the Fusion Applications remain in development.
Miles added that the OUG annual survey — now in its eighth year — significantly influences Oracle's strategy.
"By 2008, Oracle is champing at the bit about what they can drive from it. Oracle's mindful to listen," he said.