Oracle Cloud ERP Support, Reinvented: The ITCROSS Advantage

Introduction

Cloud Support challenges are now different, even more if it is an international business. 

SaaS customers are noticing that traditional on-premises support models cannot solve new needs. Oracle Partners’ ecosystem is undergoing a fundamental shift in this topic, and it is imperative to offer support services that can deliver the business outcomes expected from cloud transformation.

Why should Oracle Cloud ERP support services be different from traditional ones?

First of all, because you now have an “evolving ERP”, that is constantly being updated, that offers new features once a quarter. If a company decides to move to Oracle Cloud ERP, it will look for continuous improvement offered by Oracle. 

Traditional support concepts included help desk support on all functionalities existing at go-live date. This service could be done with a low-skilled support team, and all enhancements were quoted separately as projects, as they required other types of resources with more knowledge.

SaaS support should include daily operations support as well, yes, but also enhancements support, a team with skills to analyze the many features launched quarterly by Oracle, ability to apply new features, to develop reporting, and to create integrations: to evolve with the ERP. Quoting enhancements separately would be impossible in practice, as continuous improvement is now a very basic Cloud ERP feature. 

What is the impact of hiring/keeping a traditional support service when moving to Oracle Cloud ERP?

If the support service cannot evolve alongside Cloud ERP, the company will not be taking advantage of one of the key benefits Oracle offers: quarterly updates and continuous improvement. The ERP implementation features will freeze at go-live date, same as with the on-premise legacy system. Oracle new features would the just there, available but not applied to your business. Users will not be able to improve reporting and integration. 

Is my current internal support team structure going to work well when moving to Oracle Cloud? 

According to Gartner, whereas the IT organization often played the lead role with on-premises ERP applications, in the cloud, the vendor becomes a significant ongoing partner. 

By 2025, more than 70% of organizations adopting cloud ERP applications will have reconfigured their ERP support structures to meet agility and continuous-improvement objectives. (Source Gartner doc – ID G00768743)

The recommendation is to restructure your ERP Support Organization, transforming it in a Collaborative Support Model. Define new roles and responsibilities.  Organize groups within your ERP support organization by linking teams that have functional, technical or focus to foster greater collaboration and effectiveness. Look for high expertise and integration capabilities in your trusted vendor and make it part of your internal team. 

Why is ITCROSS Support Service a game changer?

ITCROSS offers a specific support model for Cloud customers, solving the many challenges companies face when moving to SaaS:

ITCROSS commitment is from the implementation to the post go-live support and adoption. 

We take ownership of the functional and/or technical/integration teams you need, emphasizing the quality of the user experience and its impact on business outcomes. 

The Opportunity with ITCROSS

ITCROSS has worked closely with Gartner to put together a support team that can address new Cloud ERP demands.

Some highlights about ITCROSS Cloud Support Service:

• We use the “XLA” (Experience Level Agreement) instead of traditional SLA.
• We measure and report our performance to customers with clear indicators that show a lot more than “closed tickets per month”.
• We apply automation tools for quarterly processes testing, minimizing the business availability during this period.
• We offer a redesigned and attractive pricing model.

More about ITCROSS’ Cloud Support Service HERE.

More about ITCROSS: 

ITCROSS helps global companies to implement and support Oracle Cloud ERP and JD Edwards in North America and deploy the ERP design in their Latin American and European subsidiaries.

Our team specializes in solving regional compliance challenges with complex localization and integration requirements.

Our rollout approach involves automation, AI and ITCROSS fiscal solutions, and seeks to simplify implementation risks while ITCROSS’ support services are tailored to fit headquarters and worldwide locations’ needs.

We can help plan and carry out your rollout implementations, including Oracle localization in Latin American and European countries, we can solve e-invoice requirement with a solution specifically designed for global businesses, and we can support your organization after go-live.

Know more about our Support Service.