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.
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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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