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