Case Study
A cloud application support implementation strategy transformed operations at a global asset management firm
CLIENT
The client is a global asset management firm based in London. The company provides tailored investment solutions to institutions, corporations, and individuals, including personalized wealth management services. With a solid international presence, the firm excels in active management across various asset classes, integrates environmental, social, and governance factors into its investment processes, and continuously adapts to meet the evolving needs of its global clients.
CHALLENGE
Struggling with ineffective processes that hindered cloud support services
The client struggled to standardize its financial reporting and costing processes across its cloud-based systems. Despite implementing Oracle Financials, Procurement, and HCM Cloud, inefficient, inconsistent processes prevented the company from fully leveraging the solutions to streamline financial processes, ensure accurate reporting, and optimize application performance. Additionally, the client’s IT team struggled to seamlessly integrate the different systems, which necessitated ongoing enhancements, development, and engagement with technical support to meet evolving business requirements.
TRANSFORMATION
Elevating Oracle Cloud support with a robust governance model and tailored services
UST designed a comprehensive cloud application support strategy using a combination of tailored services with a region-specific implementation plan. The solution included:
- A tailored services catalog: UST developed a custom service catalog that centralized support, testing, and development, streamlining service requests, improving response times, and enhancing operational efficiency.
- Governance model: A robust governance model structured processes to align with business objectives, facilitating better communication and agile responses and strengthening the client’s operational capabilities.
- Proactive monitoring and optimization: UST implemented continuous monitoring and optimization of Oracle Cloud services to identify and resolve potential issues before they impacted operations, enhancing system reliability and overall efficiency.
- Cross-trained support teams: Cross-training in Oracle Financials, Procurement, and HCM enabled faster issue resolution and lowered reliance on specialized personnel, resulting in increased productivity and reduced downtime.
- Standard operating procedures (SOPs): Detailed best-practice-based SOPs for daily operations enhanced efficiency, reduced errors, and improved compliance.
- A seamless transition from UST to Oracle Cloud support: Expert transition teams implemented a phased, region-specific implementation that ensured a smooth handover to Oracle Cloud support, maintaining continuity of operations and minimizing disruptions.
- L2 and L3 support management: UST managed L2 and L3 support within the client's support, testing, and development team, ensuring prompt resolution of financial system issues and enhancing user satisfaction.
- Development and integration testing: UST oversaw development and integration testing to ensure enhancements were seamlessly deployed into existing systems without disrupting operations, supporting continuous improvement in financial processes.
- Ongoing enhancements: Continuous technical support and development capabilities allowed the client to adapt efficiently to changing business needs, ensuring agility and responsiveness.
IMPACT
Transforming operational efficiency and elevating cloud application performance
UST's cloud support strategy delivered these critical improvements in operational efficiency and cloud optimization:
- Improved operational efficiency: The custom service catalog centralized all support, testing, and development information, resulting in more precise service management and alignment with the client’s strategic objectives.
- Enhanced governance and collaboration: The governance model for cloud services fosters better communication and transparency among the client’s IT teams, ensuring alignment with long-term business goals.
- Proactive monitoring and optimization: UST’s proactive approach to managing Oracle Cloud services enables continuous monitoring and optimization to find and resolve potential issues before they affect operations.
- Scalable support and cost-effective cloud management: UST's optimized cloud support operations empowered the client to manage operations efficiently across regions, enabling scalable growth without significant added investment.
Unlock the potential of your Oracle Cloud environment with UST’s tailored solutions. Contact us today to learn more about our robust governance model for cloud services to enhance your operational efficiency.
RESOURCES
https://www.ust.com/en/insights/enabling-cloud-connectivity
https://www.ust.com/en/insights/four-ways-to-maximize-cloud-infrastructure-investments