Using Oracle Help Desk, Oracle unifies internal support to cut costs, complexity

As a global technology leader supporting more than 160,000 employees worldwide, Oracle understands that providing efficient IT support is essential to business success. But Oracle has hundreds of support teams across the company, and each had developed their own systems and processes to meet department needs. This made it difficult to share knowledge across teams, quickly launch new applications, or provide routine support for employees. “Just trying to get help was frustrating,” says Susan Villalon, Oracle IT director and program leader. “People would ask, ‘Where do I go to submit a ticket?’ With no clear place to start, it often led to confusion and delays.” Behind the scenes, the disconnected systems added complexity for support staff. Oracle decided to move to one global IT support platform using Oracle Help Desk, which also offered a platform to tap the latest AI capabilities to raise productivity and performance.

When Oracle decided to consolidate internal help desk operations onto a single enterprise-grade system, it chose Oracle Help Desk for its ability to meet the diverse needs of each business unit and support the organization’s continued growth. The goal went beyond simply replacing tools. It was a broader initiative to rethink how IT support could function more effectively. “We wanted to simplify the experience for employees and make it easier for support groups to collaborate,” says Susan Villalon.

Oracle Help Desk introduced powerful capabilities that went far beyond traditional ticketing, including offering built-in AI capabilities. AI-powered triage and resolution agents helped cut down on manual tasks. Intelligent summaries made it faster for teams to assess and respond to requests. Built-in knowledge management and decision-support tools helped find information they needed more quickly.

More than 70 support groups made up of 2,000 agents now use Oracle Help Desk, handling 25,000 tickets each month, and more are steadily moving to the platform. Communication between support teams has improved. Duplicate tickets and manual workarounds are largely a thing of the past. Employees across groups now have one consistent place to go for help. And Oracle Help Desk provided built-in AI capabilities that are helping raise help desk productivity.

As these AI capabilities improve support team productivity, it allows agents to focus on more complex issues that need the expertise and experience only people can provide. And with a shared knowledge base and intelligent routing, the system delivers faster, smarter resolutions.

The response from support teams to Oracle Help Desk was overwhelmingly positive. Teams that were once hesitant to adopt a new platform quickly became advocates. They found the platform easy to use, appreciated the simplified processes, and were excited about the new AI features. Oracle Help Desk let the company bring all support functions into one place to improve visibility, strengthen collaboration, and create a better experience for employees.