SRs will no longer go to the regular customer facing service engineers like before and instead will go straight to Ops. Those poor saps will now face the wrath of the customers where before, they were not customer facing. CSAT scores will take a nosedive.
If you are a service engineer for this group, there will be less SRs in your intake and am not surprised if they start cutting staff(I call BS about having way more work to go around after this change). Get your resume ready.
" is not going to work out because that's not what they do."
Oracle does not care what you were hired to do, they simply will move you what some VP's PPT slide says the staffing levels should be. I've have seen so many people forced out from where they were skilled into new roles, without training or management support. Both the employee and the customers suffer.
Oracle took over dozens of companies. Some of them had horribly broken case distribution, entitlement and management setups (like Sun). I figure some of them were decent, running on recent tech and functioned fine. Oracle decided to never learn any lessons from these companies that they now owned. Instead, each and every company’s tech support model and CRM was wiped out, forced into the Oracle model where fake stats and KPIs are king. Customer support is done at arm’s length and everyone learns how to shift SRs around instead of actually work on them. That sh-- just won’t work for critical cloud services. Any critical services!
the cloud support model never was developed properly and this is no different. giving these guys customer facing SRs, while not a bad idea in theory, is not going to work out because that's not what they do. That's not the job they were hired for and I'm sure they will not want to do it. I'm sure we'll see many people leaving once they start interacting with customers often. I really feel bad for them. they did not ask for this. however, their expertise is what is needed for resolving SRs and it needs to be right up front for the customer or at least for immediate access to front-line engineers with availability to customers as necessary. cloud support was never given the investment it needed, it was shoehorned into existing support, as everything is, and it simply does not fit. neither did micros for that matter.
Good. Those poor support engineers in CR's and GA's organization have no chance to be successful on cloud SRs. Not enabled, SR tracking metrics stuck in the stone ages, constantly getting handed off to different people in ops. Now the real dysfunction will be exposed for all to see.