Solution: Oracle Cloud Support
ATRIUM Software: Comprehensive Oracle Cloud Support
ATRIUM - a Trimble company - provides hosted applications to organisations that manage or own large property estates. When they required comprehensive Oracle Cloud Support, Atrium needed a company with real-world experience of working with extensive Oracle systems as well as the qualifications.
ATRIUM addresses the demands of both day-to-day operational property management, and the longer-term strategic planning of their wider portfolio, by enabling customers to make more efficient use of their property estate to reduce costs and enhance performance. They provide hosted applications to organisations that manage or own large property estates as part of their solution. Atrium's latest cloud solutions are based on Oracle 11g Application Server Enterprise Edition.
“We do our hosting with Rackspace, who provide the hardware and connectivity, but they don’t have the necessary Oracle support skills for our needs,” said Matt Laing, Business and Software Development Director for ATRIUM Software Ltd.
His initial efforts to find a suitable Oracle consultancy company were unsuccessful. “We had previously tried working with an Oracle consultancy that claimed to do both and offered us a ‘one-stop-shop’. They had all the relevant training and credentials but were severely lacking in the real-world experience of Oracle, and didn’t have the proficiency to help us build or support our cloud environment.
"We ended up knowing more about Oracle than they did. We went back to Rackspace, but we still needed to find the specialist Oracle expertise to help us on the support side.”
The number of site properties running ATRIUM’s hosted solution runs into the tens of thousands, and users include both end clients and their respective supply chain partners, equating to hundreds of system users. However, prior to Manhattan Group’s acquisition of ATRIUM Software, the company comprised just 30 people and was highly reliant on a small number of key individuals to manage and support the cloud environments and Oracle platform.
“What we are doing is quite a specialist area,” added Laing. “Although it’s not an uncommon solution, it does require specialist staff to look after the complexities and anomalies within the Oracle environment, which can only come from real-world, hands-on experience at the coal face.”
ATRIUM Software appointed DSP-Explorer as its support partner in November 2012, based on its proficient Oracle technical expertise, flexible commercial approach, and alignment of cultures between the two companies.
“DSP-Explorer brings years of experience about decisions on what to do and not do,” said Laing. “They are a very safe pair of hands. We have joint clients in common, and they have even more experience in Oracle than us, which is saying something. They really are true experts at what they do.”
ATRIUM engaged DSP-Explorer to provide support services in four key areas:On-going Support – Providing Oracle technical support during core business hours, managing major incidents and alerts, and working in conjunction with ATRIUM’s internal support team.
Database Server – Managing the database creation and maintenance, as well as implementing a robust recovery and backup solution.
Application Server – Investigated, tested and implemented a cost-effective new multi-tenancy Oracle Forms solution, giving ATRIUM control over its individual customer Forms Services.
Monitoring – Implementation of extensive monitoring and alerting at all server levels, including Windows and Oracle Database resources and processes, Forms, Reports, Discoverer and Apache availability.
As an Oracle Gold Partner, DSP-Explorer maintains a strong Oracle stack focus. Their expertise across competing database technologies reflects the diverse needs of its expanding client base.
“There are two key things that really stand DSP-Explorer apart from everyone else,” said Laing. “First, they really do know what they’re talking about, and their technical expertise is outstanding. Second, they are just easy to work with. Their professionalism and positivity make you want to do business with them, which isn’t always the case with specialists.”
DSP-Explorer’s services not only delivered benefits to ATRIUM’s solutions and day-to-day business but also to the company’s in-house support team, who were able to focus their efforts on product development and customer support.
“With the previous Oracle consultancy we appointed, we never even got into live production for our new cloud environment,” said Laing. “With DSP-Explorer, setting up our 11g environment has been both extremely efficient and cost-effective. They are very transparent on their charges and particularly flexible on how they work with us. They don’t ‘nickel and dime us’, and are commercially focused on our systems in the wider context of our business.”
As a result, Laing and his team have begun to engage DSP-Explorer on other projects, outside of the existing contractual scope of work. “Because of their expertise, the time and pain DSP-Explorer can save you is astonishing,” he added. “Oracle can be a difficult environment to manage – particularly setting up a new cloud environment – and they know it like the back of their hand. DSP-Explorer gives us peace of mind. They are the backstop that makes sure we don’t hit the wall as an organisation. Their insight and hands-on experience in problem-solving goes far beyond simple technical accreditations.”
ATRIUM Software, part of the Manhattan Software Group in the wider Trimble company, is the UK’s leading innovator of Enterprise Asset Management solutions with a 20-year track record of success and marketplace firsts. The company specialises in providing enterprise property asset management, plus planning and highways software for the public and private sectors.
Solution:Ongoing support, in conjunction with Atrium's internal support team
Managed database creation and maintenance
Implemented a robust recovery and backup solution
Investigated, tested and implemented a cost-effective new multi-tenancy Oracle Forms solution
"Their professionalism and positivity make you want to do business with them, which isn’t always the case with specialists."
“DSP-Explorer brings years of experience about decisions on what to do and not do... they really are true experts."
“The time and pain DSP-Explorer can save you is astonishing.”