A Troubled Customer
I got a comment from Manish, who before explaining the problem he was facing wrote:
We have taken the plunge with R12 Financials, GL in particular and your blog is like what the doctor ordered. This post is sort-of related to Intercompany but not quite so I apologize but I am really troubled.
A troubled customer who needs help, turns out they had logged a service request with support and had got an answer that was correct, but did not address the subtlety of their business problem. This is the sort of situation that could result in an implementation failing, Oracle losing revenue and getting a lot of bad PR.
Manish sent me more details and I got answers from Seamus Moran and my boss and got a brief answer to him on the blog. Seamus also sent some documents and examples via old fashioned email and they had a follow up conference call to go over the details. In the call the Customer wondered if we had a better solution and another module was suggested that might help them. The next thing they have got their Oracle Sales team pricing the module for them*.
So we had a troubled customer unable to get our software to do what they needed for their business, after connecting to my blog they are a happy customer looking to buy more from us. Investment from development was minimal, a couple of hours at the most, the returns are:
- The $ value of the up-sell
- Avoided bad PR from them failing
- Saved support and license renewal revenue into the future
- Get positive PR for reacting fast and effectively to a problem
- Have material we can pass to Support to educate customers with the same issue
- Provide Sales with a nice in with other customers who may also benefit from the same up-sell
- I feel good and keep blogging
So the last point is stretching the point, but this is my blog so allow me my feel good moment. Now I have to convince some more of my colleagues, to take the plunge and start blogging.
Do you agree that development teams should blog? Are there particular development teams you would like to see blogs from, inside or outside Oracle? Or are you in product development and have arguments against blogging? Sound off in the comments.
*I have no idea if the deal has gone through, or any of the financial details and prefer not to in case I reveal any forward looking financial data - that would be bad.
UPDATE : Now we have Part 2 and Part 3 in this series