Case Study
The client is a leading life sciences organization based in the US. Its parent company comprises 20,000 diverse employees and 160 subsidiaries in more than 20 countries. As a group, they respond to various global issues and needs by focusing on technological innovation and manufacturing of high-performance materials, healthcare and IT, and overlapping business domains to create unique value in the form of solutions.
Needed a quick and reliable support response to Oracle HCM Cloud Suite requirements across their operation network.
Testing and validation of new releases were not done well enough. And since there were limited support resources, it made coordination and follow-up for bug resolutions with Oracle exceedingly difficult.
Global support model: As an extension to the client's core support team, Evosys provided a central support model that managed global support for the implemented solutions.
Agile response support: Ensured there was economical, agile, and practical support for the live HCM operations.
50-60% improvement in the effectiveness of the HCM support cycle
Reduced costs for global support of the Oracle HCM Cloud applications through a support team based in India to coordinate with the first line of support onsite at the client.
Evosys team identified and resolved several open issues after system health check leading to improved system.
Agile response to critical situation handling in support. Evosys team helped the client's support team with responding to critical activities like testing, bug fixing and coordination with Oracle support.
Since the client was not happy with the earlier support levels they had, post the initial Oracle HCM Cloud implementation, they were seeking a partner with global outreach and exposure to Oracle HCM cloud solutions. Evosys' experience and practical consulting in the United States region helped gave them confidence in our approach. Moreover, after Evosys completed a health assessment and helped several unresolved issues close, this established suitable credibility with the client to engage with us for global support.
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