Objectives

MS Health needed a flexible cloud architecture with newly automated  processes and a modernized front-end.

In an effort to seek greater agility and scale, IMS Health engaged BizAnalytica (now part of the Mastek Group LLC) to develop a modernized strategy for their new cloud environment.

IMS Health needed to respond to the demands of its business and end users for the benefits available in the cloud.

The Challenge

Ipswich City Council recently developed a broad  strategy named the iVolve transformation program. The aim of this program is to replace council’s complex, ageing and disparate core applications with  a new architecture that will provide the City with a modern, integrated and future-proof set of solutions. 

Early in 2022, after assessing the risks associated with their current operating environment and in support of the iVolve program, Ipswich City Council took the bold decision to replace their Oracle E-Business Suite solution with Oracle ERP Cloud. This forms the beginning of a new era for Ipswich council that commits it to taking their operations to the next level.

The Challenges

Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.  

  • Too many custom configurations for each client
  • Labor and Time intensive process – very error prone
  • Lack of agility and scalability – unable to on-board new clients
  • Too many custom configurations for each client
  • Labor and Time intensive process – very error prone
  • Lack of agility and scalability – unable to on-board new clients

Why Mastek

Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey. 

  • Snowflake on AWS selected to provide a Data-Sharing Warehouse platform across multiple clients and for managing audits
  • The solution implemented using AWS Lambda and Step Functions took less than 1 month to go into production

Why Mastek

Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.  

  • Snowflake on AWS selected to provide a Data-Sharing Warehouse platform across multiple clients and for managing audits
  • The solution implemented using AWS Lambda and Step Functions took less than 1 month to go into production
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MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
– Denise Ortiz
Senior Manager, Solutions Servicest


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– Jone Does
Client, XYZ Company

The Outcome

“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”

Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”

Benefits

  • Automated the management of client configuration to data delivery
  • On-boarding of new clients is taking less than 2 days compared to month or more before
  • Affordability – 20% reduction is server and storage costs and drastic reduction in OPEX
  • Agile Processing – Implemented a re-usable framework and self-service utility with open source tools
  • Linear Scalability provided by the AWS Lambda services
  • Manageability/Ease of use – Fully managed services results in administrative simplicity
Oracle EPBCS
  • Automated the management of client configuration to data delivery
  • On-boarding of new clients is taking less than 2 days compared to month or more before
  • Affordability – 20% reduction is server and storage costs and drastic reduction in OPEX
  • Agile Processing – Implemented a re-usable framework and self-service utility with open source tools
  • Linear Scalability provided by the AWS Lambda services
  • Manageability/Ease of use – Fully managed services results in administrative simplicity
Oracle EPBCS

“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”

The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.

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