Introduction
Oracle, a multinational technology giant based in Austin, Texas, the leader in the global technology sector, has a business problem related to customer service efficiency. Oracle, occupying third place on the global software companies list in 2020, focusing on offering database software and cloud computing services nowadays, fails to be an outstanding performer primarily due to its client service operation inefficiencies. Its founders are Larry Ellison, Bob Miner, and Ed Oates. Moreover, Oracle has been the pioneer in the technology industry. It is innovation-centered and mainly focused on cloud computing solutions, thereby standing out as a leading player. This accomplishment has, though, triggered the organization to focus on the effectiveness of service delivery. While customer satisfaction becomes a bigger deal, Oracle has to implement a strategic approach that deals with the problems and maintains its market standing and growth(Oracle Case Study, n.d.). The resolution of these customer service issues comes to the forefront for Oracle to pave its way in the industry leadership as well as being flexible with the changes in the digital epoch.
Challenges
Oracle experienced several setbacks, primarily due to the need for cutting-edge IT talent and the need for the organization to have a more optimal system. The customer needed support services strictly designed for mission-critical monitoring and systems powered by Oracle Applications, especially the Warehouse Management System (WMS). They also encountered the challenges of interfacing the implemented core business processes with ERP (Fusion) interfaces and setting up cloud environments for testing upgrades utilizing production platforms(Fuzes, 2020).
Oracle is tackling the challenge of acquiring the most qualified tech candidates through collaboration with outside experts. They drew on supplier expertise to have the right technology specialists to handle business-critical systems monitoring and super-advanced levels of support for their systems, mainly the Warehouse Management System (WMS)(Beniiche, 2020). Thus, the strategic solution is targeted to achieve the goals of the highest system availability, risk reduction, and excellent performance as a whole.
Apart from that, the other was operational ERP (Fusion) interface issues cropping in the core business processes. To overcome this, Oracle entered into partnerships with consultants who had enough expertise and knowledge of ERP interfaces to spot and solve issues. These consultants were so critical in ensuring that Oracle ERP systems carried out their tasks seamlessly. The systems were tailor-made to the specific needs of US-based multinational retail corporations.
The problem of developing cloud-specific test environments, which was the solution, was offered by the service, which includes certified consultants. These consultants constituted an essential element in the designing of the sandbox cloud environments for upgrading testing(Morbidoni, 2023). This approach allowed Oracle to test for compatibility, performance, and function properly before migrating to the production environment after upgrading.
Change Management
Oracle Corporation was able to handle its problems by forming strategic partnerships with some of the world’s finest companies like Cognizant, Deloitte, IBM, and Infosys. The collaborative models enabled Oracle to leverage the existing partners’ knowledge and resources to effectively impact the recruitment of top-notch tech talent and resolve particular operational issues. This external collaboration constitutes Oracle’s active response to change management and proves Oracle’s belief in the enhancement and augmentation of internal actions using external capabilities. Oracle’s partnership with the market leaders in this regard shows Oracle’s determination to remain innovative, flexible, and competitive in the ever-changing technology climate(Kuszmaul et al., 2020). Through accordance with strategic partners, Oracle shows that it thoroughly follows a holistic approach to dealing with change for sustained growth and success in the digital era.
Recommendations
In making the improvements I offer, more importance is to be given to the development programs. Investing in the workforce and helping them acquire tech skills will reduce the need for technical talent from outside. This will also add organizational capacity for sustainability. Moreover, there is an opportunity to set up a feedback channel between the user and the product, which will dictate the current problems, and the solutions found will be in line with the client’s expectations. The two-pronged strategy of internal empowerment and client engagement has the potential to reinforce the organizational resilience and competitive advantage of Oracle in the face of the changing technological landscape. Oracle’s reactive strategies, like partnering with external partners and research and development investments, reflect a praiseworthy approach to challenge solving.
Conclusion
Overseeing enterprises undertake different tactics to bowl out difficulties, and one of the ways is by using strategies such as collaborating with external partners and investing in research and development showed a commendable approach. However, a synthesized approach, including the training of the company’s people internally and direct engagement with the clients, would better improve the adaptability and the long-term success of Oracle. Remaining in the course of change will not only put the company in a more comfortable position for it to compete in the tech world, but it can make Oracle become one of the industry’s leaders in a forward-looking and resilient way.
References
Beniiche, A. (2020). A study of blockchain oracles. arXiv preprint arXiv:2004.07140.https://doi.org/10.48550/arXiv.2004.07140
Fuzes, P. (2020). Response to disruptive innovation with hybrid products: transition of Oracle’s business applications to cloud computing. International Journal of Technological Learning, Innovation and Development, 12(1), 45-70.https://doi.org/10.1504/IJTLID.2020.108638
Kuszmaul, B. C., Frigo, M., Paluska, J. M., & Sandler, A. (2020). Everyone Loves File: Oracle File Storage Service. ACM Transactions on Storage (TOS), 16(1), 1-29.https://doi.org/10.1145/3377877
Oracle Case Study. Inclusion Cloud. Retrieved from: https://inclusioncloud.com/clients-and-industries/case-studies/oracle-case-study/.
Morbidoni, C. (2023, September). Poster: LLMs for online customer reviews analysis: oracles or tools? Experiments with GPT 3.5. In Proceedings of the 15th Biannual Conference of the Italian SIGCHI Chapter (pp. 1-4).https://doi.org/10.1145/3605390.3610810
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