40% less support effort, 25% fewer O2C errors, and 25% higher customer satisfaction—powered by optimized Oracle EBS modernization and seamless operations on Oracle Cloud Infrastructure.
Client
Global Manufacturing Leader
The client is a major manufacturer with a worldwide presence, producing high-quality office furniture and related products. They also operate in adjacent home and commercial goods markets, serving customers across multiple regions through both wholesale and direct-to-consumer channels.
Challenge
Complex Systems, High Demand
The client was running a highly customized Oracle EBS environment on Oracle Cloud Infrastructure to manage critical business processes—spanning order management, reporting, supply chain, manufacturing, and procurement. They needed to improve system performance, streamline maintenance, and enhance functionality.
At the same time, their integration layer, previously managed on BizTalk, needed to be modernized and migrated to a cloud-based integration platform to better connect with multiple third-party applications.
Solution
Cloud-Optimized Managed Services
Hexaware provided integrated managed services for the client’s Oracle EBS landscape, ensuring continuous monitoring, maintenance, and proactive upgrades across production, DR, and QA instances. Services included:
- L1–L3 Managed Support: Covering desktop, data center, and application operations.
- E-commerce Modernization: Enhanced the storefront for three brands using a unified architecture, enabling a shift from B2B to D2C.
- Process Optimization: Streamlined the Order-to-Cash process, introduced self-service chatbots, and provided real-time order status tracking.
- Cloud Readiness Assessment: Applied Hexaware’s proprietary framework to evaluate security, infrastructure risk, and business agility, delivering a strategic roadmap for hybrid cloud migration.
- Integration Modernization: Retired BizTalk integrations and transitioned them to Oracle Integration Cloud for greater scalability and maintainability.
Benefits
Measurable Impact on Operations and Experience
- 40% reduction in support effort through targeted automations
- 25% fewer errors in the O2C process, improving operational accuracy
- 30% reduction in sales effort with process and integration enhancements
- 25% boost in customer satisfaction through better visibility and service responsiveness
Summary
Transforming Operations with the Right Partner
By partnering with Hexaware, the client turned a complex Oracle EBS environment into a high-performing, cloud-optimized platform on Oracle Cloud Infrastructure that drives efficiency, enhances customer experience, and scales with business demand. Through integrated managed services and targeted innovation, they’re now better equipped to meet market needs and deliver value at speed.
Looking for ways to streamline your Oracle environment and improve ROI? Let’s make it happen.
