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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.

 

TCS’ consultative expertise helped us focus on customer experience

Michelle Barkess, CIO, Mace

 

Benefits

TCS helps Mace streamline operations while reducing errors, accelerating resolution times

 

TCS’ competency center harmonized the Oracle Support Centre’s IT process by effectively creating a collaborative and engaging platform for issue discussion and end-to-end resolution. Automation of key transactional processes enabled Mace to better manage expenses, reduce costs, boost its supplier relationship, and ensure contract, legal tax, and policy compliance.

what made this happen

enterprise-navigator-integrated-consulting-framework-business-transformation

TCS Enterprise Navigator is an integrated consulting framework with organizational change management abilities to help with business digital transformation.

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With TCS Crystallus™ solutions, read how firms can embark on the digital transformation journey, enhance customer experience, and accelerate time-to-market.

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A pre-configured solution on Oracle, TCS’ CRYSTALLUS™ offers industry specific innovations to derive faster time to market & enhance performance. Learn more.  

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Built on Salesforce Industries, TCS’ solution helps enterprises adopt digital initiatives & specific innovations for enhanced performance & business agility. 

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Read how TCS ConvertCore defines SAP S/4HANA conversion roadmap and helps enterprises embark on a digital transformation journey to drive business value

Statistics

20-30%

Reduction in efforts for transactional tasks

10-20%

Increase in business transaction efficiency for procurement business

20-30%

Enhancement in overall business user experience

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