The Client
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.
The Challenges
- 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.
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 the implemented solutions.
- Agile response support: Ensured there was economical, agile, and practical support for the live HCM operations.
The Outcome
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.
- Mastek team identified and resolved several open issues after system health check leading to improved system.
