Business Context
The client’s main fields of operation are high-performance fibers such as aramid, carbon fibers & composites, healthcare, films, resin & plastic processing, polyester fibers, products converting, and IT products. They needed a dedicated central support model that could manage global support for all their implemented solutions.
The Client
Headquartered in Tokyo, Japan, the client is a renowned chemical, pharmaceutical, and information technology company. They are comprised of 20,000 diverse employees and 160 subsidiaries in more than 20 countries. 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.
The Situation
- The client’s US subsidiary needed a quick and reliable support response to the Oracle HCM Cloud Suite requirements across their operational network
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They needed a team to regularly validate new releases thoroughly, coordinate and follow-up with the Oracle team for bug resolutions
The Solution
- Global support model: As an extension to the client’s core support team, Mastek provided a central support model that managed global support for their implemented solutions
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Mastek team identified and resolved several unresolved issues after the system health check
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We ensured economical, agile, and practical support for the live HCM operations
The Outcome
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50-60% improvement in the effectiveness of the HCM support cycle
- Reduced costs for global support of the Oracle HCM applications through a support team to coordinate with the first line of the client’s support team
