Sounds about right for Oracle. I worked for a company that got bought by Oracle, and the support ticketing system we used was owned by Salesforce. Now, Larry Ellison hates Salesforce. So everyone was told to eliminate use of all Salesforce software.
Only problem was the Oracle software they wanted me to switch to - Service Center - was terrible. It was designed for massive call centers, not my team of five. It had almost zero automation, and the UX was circa 1985.
So I had a meeting with the Service Center team to go over my concerns. One feature I needed was an autocomplete field for ticket macros. This let us quickly process messages in our workflow. And it was just an autocomplete field, something I’d built myself dozens of times.
The Service Center folks acted like they’d never seen anything like that. They said it would take a year to add that feature to their product, but management still said I had to switch. So my boss, who had my back, got it thrown up the chain of command at Oracle. And then again. And again.
After a year and a half of this, averaging about a meeting a quarter, I finally got on the phone with an EVP who asked a very good question: “How much is this costing us per year?”
“$5,000” I said
“Why are you wasting my time with this?” she said
“Good question” I said.
I ended up getting to keep my ticketing software. I don’t know if Service Center has autocomplete fields yet.
Sounds about right for Oracle. I worked for a company that got bought by Oracle, and the support ticketing system we used was owned by Salesforce. Now, Larry Ellison hates Salesforce. So everyone was told to eliminate use of all Salesforce software.
Only problem was the Oracle software they wanted me to switch to - Service Center - was terrible. It was designed for massive call centers, not my team of five. It had almost zero automation, and the UX was circa 1985.
So I had a meeting with the Service Center team to go over my concerns. One feature I needed was an autocomplete field for ticket macros. This let us quickly process messages in our workflow. And it was just an autocomplete field, something I’d built myself dozens of times.
The Service Center folks acted like they’d never seen anything like that. They said it would take a year to add that feature to their product, but management still said I had to switch. So my boss, who had my back, got it thrown up the chain of command at Oracle. And then again. And again.
After a year and a half of this, averaging about a meeting a quarter, I finally got on the phone with an EVP who asked a very good question: “How much is this costing us per year?”
“$5,000” I said
“Why are you wasting my time with this?” she said
“Good question” I said.
I ended up getting to keep my ticketing software. I don’t know if Service Center has autocomplete fields yet.