Challenge
Enterprise-wide digital transformation mandated shift from traditional support center
Mace has been at the forefront of construction innovation for over three decades. Understanding its customers, supply-chain partners, and the larger environment it operates in plays a key role in its success. The company wanted to create a fully connected organization to enhance this understanding in a digital-first world. To achieve this objective, Mace implemented an ‘Oracle Fusion in the Cloud’ service center. However, given its global footprint, creating a digitally sophisticated service center that could help unlock the full potential of Oracle Fusion Applications proved more complex than anticipated.
Solution
TCS drives innovation and excellence using a hybrid support model
Mace partnered with TCS to establish a next-gen Oracle Support Center (OSC). by bridging the gap between business process understanding, organizational vision, and technology requirements. OSC not only streamlined all the support processes, but also provided consulting, solutioning, and advisory services. A competency center was established as the nucleus of the OSC. It provided strategic advisory for reporting and enterprise resource planning (ERP) processes. This, in turn, enabled Mace to make more informed decisions related to Oracle Fusion implementation. Furthermore, business transaction services offered by OSC helped enhance efficiency for various transactional processes and empowered business users to focus on more value-driven tasks.
