ORACLE - A DISASTER IN SERVICE DELIVERY

Hello everyone, unfortunately I am back…

I am sure some of you remember my post of the summer. Though the system at the hotel has been cleared, the relationship with the management at ORACLE continues to be particularly difficult thus clearly showing that as independents (or maybe just as a customer) we are not at all considered nor respected by this large worldwide company.

When I started in the industry I was told that one of the pillar of our business is to satisfy our customer.

Over the years I have understood that if we wish to be successful in our business model, this attitude is not only the core value of a company but more so a way of being.

This does not seams to apply to a company such as ORACLE who recently took over MICROS FIDELIO.

As hotelier in Paris, I keep a close relationship with fellow colleagues with whom I share a number of topics.

One of these topics is the frustration we all have in regards to the level of service and interaction with the management at ORACLE. 

A large number of hoteliers are unhappy since the reorganisation of ORACLE upon the takeover of OPERA FIDELIO.

Why? Because the solutions proposed by ORACLE do not correspond to our needs.

ORACLE is pushing their customer towards technical platforms (when we are lucky to interact with a person) or more often on their hyperlink when it comes to order a new licence or interface to new system… at the end of the process, you better have a high limit on your Credit Card or-else you cannot complete your order.

During the last trade show EQUIPE HOTEL in Paris, I went (like many other GMs) to see the wonderful stand of ORACLE and wanted to exchange with management in order to clarify the company’s global approach towards the hoteliers using FIDELIO.

I personally met with Senior Director - Hotel Sales Southern Europe who gave me quite an interesting insight showing how grateful management is towards their commercial department:

…quote ‘as a company we have tremendous difficulties with our sales associates who are not capable to address customer’s issues and find the right solution’ unquote…

Quite easy to blame the ground teams for what management is incapable to resolve. It gives you a good understanding on how ORACLE support and develop their own team and ultimately their customer.

This is probably the reason why ORACLE is forcing their customer to connect with online tool so that the personal relationship doesn’t interfere with their business model

•  It looks like we are at the mercy of such a big machine.
• It looks like, we have nothing to say anymore with a supplier.
• It looks like ORACLE has taken a dominant attitude towards all those who are using OPERA for their business.

What can be done in order to be considered again as customer?