Most Siebel users in the UK have seen no difference in
the level of service they have received since the CRM supplier was
acquired by Oracle a year ago. However, 17% have reported a decline
in service levels.
Siebel users were surveyed by the UK Oracle User Group (UKOUG)
in preparation for the Siebel user community formally joining the
UKOUG in November.
The survey found that the level of service from Oracle since the
acquisition had worsened for 17% of those surveyed, and 7% of firms
had seen an improvement. Seventy six per cent said the service was
the same as it was before the acquisition.
One of the issues users face is Oracle’s support for rival
databases. About 33% of the Siebel users surveyed said they used
Microsoft’s SQL Server along with their Siebel applications, and
12% were running IBM’s DB2 database.
Ronan Miles, chairman of the UKOUG, said Siebel user concerns
mirrored those of Peoplesoft and JD Edwards users as Oracle
integrated the merged companies and their products into the Oracle
set-up.
Siebel users said they wanted Oracle to give them more
information about the next major version of the Siebel software
suite, Siebel 8, at the inaugural combined user group meeting on 16
November.
Oracle said it was pleased that the majority of Siebel customers
were happy with the support received since the merger.
However, it added, “It is unacceptable that any of our customers
feel the level of service has worsened and we will be working hard
in the coming months – just as we did after the Peoplesoft and JD
Edwards merger – to ensure we improve their customer experience
with Oracle.”
The agenda for the Siebel/Oracle user meeting is available
online.
More information:
www.oug.org/2006
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