Let's connect

US-based Life Sciences Organization Improves Oracle HCM Support Cycle by 50% with Mastek AES

About 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.

Product: Oracle HCM Cloud

Service: Application Enhancement Services

Industry: Life Sciences

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.

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.

Benefits

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.