As part of our continuous effort to provide you with the best possible service, Oracle is pleased to announce plans to launch a new customer support portal for Hospitality and Food & Beverage customers. From 28th April 2023, we will ask you to use the new portal instead of My Oracle Support (MOS) to engage with our support teams and to access important product information.
Our aim is to provide a dedicated hub through which our customers can access a range of useful self-service features. Some of the typical activities include the creation of support requests, reviewing the status of existing tickets, accessing knowledge specific to your product set, and viewing product update notifications.
By providing a simplified, multi-channel platform to allow customers to engage with support faster, more effectively and via a channel that works for them, the oracle support team want to empower customers with the resources they require to solve their pain points as and when they arise.
Our Hospitality and Food & Beverage customers can take advantage of many features including:
- Access 24x7x65 electronic support
- View real-time updates from service requests
- Attach supporting documentation to tickets
- Resolve common issues by reviewing the knowledge base
- A single portal accessible on all devices
- Guided case logging
- Reporting on support activities
- Chatbots, communities, search, and knowledge suggestions
For existing My Oracle Support users, the new portal will have all of your previous data from the past year, including tickets, comments etc. You can easily continue to manage your existing cases through the new, simplified interface. MOS will continue to be available for service request history over a year old. The new and improved knowledgebase will guide you to suggested solutions as part of the service request workflow, making it easier for you to find quick-fix solutions and knowledge articles.
Roadmap
The launch of the new portal is just the beginning. We’re now working on phase 2, which will enable our customers to make use of more self-service features and have their issues addressed and resolved fast. We will keep you informed as things progress.
A big thank you to our Customers and Partners for working alongside us on this project, for sharing inputs and suggestions on what works best for you and your business. We can’t wait to launch this new platform and to continue working with you on customer experience initiatives.
For more information on the New Customer Support Portal for Hospitality and Food & Beverage Customers, visit go.oracle.com/newportal.
Stephanie Greene is the Senior Director of Customer Experience and Quality at Oracle. Connect with Stephanie on LinkedIn.