Leading eLearning Company Finds Full Retail Domain Expert for EBS managed Services

Challenge

  • 24X7 support was not available with the previous vendor with resources on an expensive dedicated support model. On-demand & US Holidays support across the globe was missing
  • Heavily integrated with 3rd party applications with poor documentation
  • High staff attrition and process knowledge retention was very low
  • Lack of skillset with a blend of the retail domain for Oracle EBS
  • Existing vendor unable to meet tight schedules and timelines

Solution

  • The best fit possible through a blended support model including on, off, and nearshore placement, in conjunction with assigned staffing – 24/7 support including the US and global holidays
  • Resources with expertise in retail & Oracle EBS with the ability to carry over unused hours to increase support availability
  • ITC documented processes & trained more people in the pool to ramp up easily during attrition & for any major project demand that made ITC able to meet project deadlines and provide smooth support

Results

  • Improved productivity & automated processes which meant increased focus by IT & users on their core business
  • Cost optimizations with maximum utilization of resources available with the best fit model - including on, off, and nearshore placement
  • Streamlined country rollouts/improvements in operating standard and 24/7 availability of resources
  • Faster change management, release management with strong documented processes, and improved knowledge for teams to take critical IT decisions
  • Scaleup or scale down or resources to address tight schedules and deadlines with ITC technical expertise in EBS, retail, and knowledge of integration with 3rd party applications
Company Overview

A global language learning and literacy company develops interactive software to accelerate language learning and is widely recognized today as the industry leader in providing effective language programs. Spanning 15 teams in eight locations around the world, they needed a better way to manage its scaled agile and complex applications running on Oracle.

Employees

1300

Applications & Technologies