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.
Product: Oracle HCM Cloud
Service: Application Enhancement Services
Industry: Life Sciences
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.
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.
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.