---
title: Is Proactivity the Holy Grail of Oracle Support?
description: Discover the importance of proactivity in Oracle support services and the balance between reactive and proactive approaches. Learn how Claremont excels in delivering customer satisfaction beyond SLA adherence.
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---

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# Is Proactivity the Holy Grail of Oracle Support?

[Jonathan Stuart](https://claremont.co.uk/blog/author/jonathan-stuart) Jun 14, 2016 1:38:00 PM

### Contents

[Dec 13, 2018 10:52:00 AM Structural Proactivity – How we Look After Our Clients'](https://claremont.co.uk/blog/structural-proactivity-how-we-look-after-our-clients) [May 18, 2016 5:38:00 PM Claremont Cloud - Proactive Cloud Hosting for your Oracle Solutions](https://claremont.co.uk/blog/claremont-cloud-proactive-cloud-hosting-for-your-oracle-solutions) [May 31, 2018 12:40:00 PM Sweat every ounce of value from your Oracle E-Business Suite asset](https://claremont.co.uk/blog/sweat-every-ounce-of-value-from-your-oracle-e-business-suite-asset)

- [Tweet](https://twitter.com/share)

New customers often make the same comments about their previous Oracle Managed Service provider: over-reliance on key individuals; not feeling valued; poor service yet SLAs attained; and a lack of proactivity. These complaints have changed little over the 15 years I have been involved with Oracle Managed Service delivery and have helped shape Claremont’s approach: *we understand the traps we must avoid*.

### Proactivity vs Reactivity

We regard proactivity as particularly important. The holy grail of **support** is surely adding value beyond **reactive** services and not just “keeping the lights on”. We want to help customers improve their systems, prevent issues and work to a clear **Oracle** roadmap. Our use of experienced **UK-based** **consultants**, the assignment of Primary **consultants** to customers and our Sentinel and problem management processes all **support** this. By definition, there’s always more we can do, but I know we do a pretty good job and deliver far more than our competitors.

“We feel like we are a priority for our account manager who always keeps in touch with us.”  
HR Manager Leading Insurance Company

Yet when we conducted an [anonymous **survey**](https://www.claremont.co.uk/application/files/5515/9290/9623/5684_Claremont_Survey_Report_Document_Final.pdf) of our Managed Services customers only 75% said we were **proactive**; the other 25% said we are a **reactive** organisation. I was disappointed and surprised at this result. But, as ever, the real story lay behind the statistics.

I assumed being described as “**reactive**” was pejorative feedback from customers that aspire to a more **proactive** service. However, the details revealed that those 25% of customers are delighted with the service. The nature of their businesses and their **Oracle** systems mean they value a **reactive** service where they know expert **support** will be delivered soon after an incident is identified. To them, this is more important than a **proactive** service although they still like to receive the **proactive** services.

 

### Going beyond the **SLA**

Bearing in mind the common complaint about poor service despite SLAs adherence, they value that **Claremont**’s team does not just work to our SLAs. Of course, we have comprehensive SLAs – I believe they’re the best available – but we don’t reward **consultants** for **SLA** adherence; we reward them for customers’ *satisfaction*. And our monthly service reporting shows how much of an **SLA** was consumed before it was closed, not just raw adherence rates. These reports almost always reveal we consume far less than 50% of the time available under our SLAs. This demonstrates the quality of our **reactive** services and that we’re not working to SLAs.

“Doesn’t matter who I speak to, I will get someone who will give me a sensible answer.”  
IT Manager Leading Engineering Company

I never doubted that our **reactive** services are excellent. But the focus – for us and customers – is so often on proactivity that it is easy to under-value the **reactive** side and forget that for some customers *this* is the priority.

### The perfect blend of **reactive** and **proactive** services

The lesson is clearly that a successful Managed Service provider must excel at both **reactive** and **proactive** services. Furthermore, their Service Management approach must be **flexible** and engaging enough to understand each customer’s unique needs and priorities. This **survey** was a useful reminder of this but it was particularly pleasing to see that we do deliver against each customer’s requirements, hence why 100% also said they were satisfied with our services.

Please click here to view the full breakdown of the results from our recent [customer **survey**](https://www.claremont.co.uk/application/files/5515/9290/9623/5684_Claremont_Survey_Report_Document_Final.pdf)

[Oracle Managed Services](https://claremont.co.uk/blog/tag/oracle-managed-services)

[Dec 13, 2018 10:52:00 AM Structural Proactivity – How we Look After Our Clients'](https://claremont.co.uk/blog/structural-proactivity-how-we-look-after-our-clients) [May 18, 2016 5:38:00 PM Claremont Cloud - Proactive Cloud Hosting for your Oracle Solutions](https://claremont.co.uk/blog/claremont-cloud-proactive-cloud-hosting-for-your-oracle-solutions) [May 31, 2018 12:40:00 PM Sweat every ounce of value from your Oracle E-Business Suite asset](https://claremont.co.uk/blog/sweat-every-ounce-of-value-from-your-oracle-e-business-suite-asset)

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[**Montreal**](https://www.google.com/maps/place/725+Boulevard+de+Maisonneuve+O,+Montr%C3%A9al,+QC/@45.50201,-73.574302,15z/data=!4m5!3m4!1s0x4cc91a46787e39af:0x260be1fbf0ee774f!8m2!3d45.5040751!4d-73.5716092?ll=45.50201,-73.574302&z=15&t=m&hl=en-GB&gl=CA&mapclient=embed&q=725-999+Boulevard+de+Maisonneuve+O+Montr%C3%A9al,+QC+H3A+3L4&shorturl=1)  
[2000 McGill College Avenue 6e étage Montréal QC H3A 3H3](https://www.google.com/maps/place/725+Boulevard+de+Maisonneuve+O,+Montr%C3%A9al,+QC/@45.50201,-73.574302,15z/data=!4m5!3m4!1s0x4cc91a46787e39af:0x260be1fbf0ee774f!8m2!3d45.5040751!4d-73.5716092?ll=45.50201,-73.574302&z=15&t=m&hl=en-GB&gl=CA&mapclient=embed&q=725-999+Boulevard+de+Maisonneuve+O+Montr%C3%A9al,+QC+H3A+3L4&shorturl=1)  
[T2P 5C5](https://www.google.com/maps/place//data=!4m2!3m1!1s0x53716fe2d30437cd:0x83b76c388e1b9fee?source=g.page.share)

[**Minneapolis**](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)  
[1650 West End Blvd](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)  
[Suite #100](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)  
[St Louis Park](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)  
[Minnesota](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)  
[USA](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)  
[55416](https://www.google.com/maps/place/1650+West+End+Blvd+%23100,+St+Louis+Park,+MN+55416,+USA/@44.966643,-93.348228,15z/data=!4m6!3m5!1s0x52b334a30885024d:0xdf4b02e006f8776c!8m2!3d44.9667611!4d-93.3484684!16s%2Fg%2F11pvcvdwr2?hl=en-GB&entry=ttu)

#### About Us

Claremont, part of [DSP](http://www.dsp.co.uk), is the UK's leading Oracle E-Business Suite Partner. Specialising in Oracle EBS Managed Services, Consulting and Hosting.

![Oracle EBS Expertise](https://claremont.co.uk/hs-fs/hubfs/Expertise%20Logos/E-Business%20Suite/o-sell-prtnr-OracleEBS-EMEA-BENELUX-clr-rgb.png?width=150&height=87&name=o-sell-prtnr-OracleEBS-EMEA-BENELUX-clr-rgb.png)![Oracle EBS App to Oracle Cloud Expertise](https://claremont.co.uk/hs-fs/hubfs/Expertise%20Logos/EBS%20to%20OCI/Oracle%20EBS%20App%20to%20Oracle%20Cloud%20Expertise.png?width=150&height=98&name=Oracle%20EBS%20App%20to%20Oracle%20Cloud%20Expertise.png)

 

Registered Office: 2 Leman Street, London, United Kingdom, E1W 9US

Company Registration Number: 05294592

[Privacy Policy](https://www.dsp.co.uk/privacy-policy) - [Cookies Policy](https://www.dsp.co.uk/cookies-policy) - [Accessibility](https://www.dsp.co.uk/accessibility)

Copyright © 2024. Premiertec Consulting Ltd, trading as Claremont IT Services Ltd. All Right Reserved.

![Oracle EBS Partner](https://claremont.co.uk/hs-fs/hubfs/Certifications/Approachable_UKAS.jpg?width=150&height=95&name=Approachable_UKAS.jpg) ![Oracle EBS Partner](https://claremont.co.uk/hs-fs/hubfs/Certifications/new-cep-badge.png?width=100&height=119&name=new-cep-badge.png)

 

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