Tejari upgrades to improve customer service

The Middle East online marketplace is a ‘world first’ in implementing the latest Oracle technology.

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By  Shankar Sharma Published  March 16, 2005

Tejari announces a major technology upgrade to bring new benefits to customers around the world. The Middle East online business-to-business marketplace has implemented the first globally deployed Oracle Exchange version 6.2.5, which will deliver a host of added security and functionality features to its extensive customer base. The operation has proven highly specialised and complex, involving the upgrading of the entire marketplace technology stack. Completion however took a mere three days, as part of its advanced security strategy for ensuring customer satisfaction. The standard for downtime and deploying enhanced applications is usually five days. Due to Tejari’s round-the-clock mission critical service to customers in the region, the impact of the upgrade on business has had to be minimal. “To our knowledge this is the first time that such a complex and highly specialised technology upgrade has been completed in only three days,” says Saqib Iqbal, Chief Operating Officer at Tejari. Using Oracle Exchange, a special product of its e-business suite for the marketplace, Tejari has also upgraded the Oracle applications to 11.5.9, and the Oracle database has been scaled up to 9i. “We were determined that our customer service would not be compromised, even though the new implementation was extremely complicated,” explains Iqbal. In line with the high levels of functionality that Tejari customers expect, the upgrade now provides a host of new features, comprising facilities to cross copy auctions and requests for quotations. Other popular tools include a manage auction award workflow as well as support non-catalogue requests – saving items in a shopping cart for instance. The technology upgrade has further strengthened Tejari’s security features, which already guarantee complete confidentiality for all customers. Tejari’s ‘Quality Assurance’ procedure assures functionality is fully tested and approved before general release. The business development team is on hand to guide customers through the new functionality offered, while the customer services department provides support for customers as they familiarise with the new features. The upgrade follows the recent announcement that Tejari had completed phase one of its comprehensive Oracle CRM (customer relationship management) initiative. The company will be introducing more products and services online, while further functionality upgrades are expected to go live shortly.

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