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E-Business Suite
Industry: Charities

National Trust Oracle EBS Managed Service and Migration to Claremont Cloud Case Study

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Our Managed Services team reduced the support backlog of incidents, problems, and changes in the National Trust’s CRM system.

Oracle E-Business Suite
Managed Services
Migration to Claremont Cloud

Overview

Established in 1894, the National Trust (NT) is a highly regarded conservation charity dedicated to preserving and safeguarding the countryside and significant buildings across England, Wales, and Northern Ireland. It is now one of the largest charities in the UK and the largest conservation organisation in Europe.

The NT uses Oracle E-Business Suite as its CRM System to manage member transactions. As a result of modernising the CRM system, the cost is now lower to maintain without compromising on the solution. Our Managed Services team also reduced the support backlog of incidents, problems, and changes in the NT’s CRM system.  

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"Claremont (now DSP) is a breath of fresh air. Through their processes and ‘can do’ ethos they have delivered support environments that are of such a high quality and up-to-date - overnight in some cases - that enables us to be much more efficient in diagnosing and resolving issues. This has meant that the Trust can now start to do CRM rather than just talk about its systems."


EBS Programme Director | National Trust

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The Challenge

The NT utilises Oracle E-Business Customer Relationship Management (CRM) Modules to manage direct debit collection for its extensive 5.6 million-strong membership base and the management of donations from the wider public. These memberships and donations equate to two-thirds of the NT’s annual revenue, making the CRM system highly business-critical.

The NT's in-house functional and technical delivery development team recognised the need to modernise their existing system as well as the requirement for additional external support in managing the volume of support and change work on the CRM system.

Looking to the long-term future, they undertook a formal procurement process to select a new external partner to deliver DBA and Hosting for the CRM System. The NT needed to find a reliable, trusted, and long-term business partner that could dovetail effectively with the in-house team to provide a high-quality and comprehensive support solution.

Claremont (now DSP) proposed a full modernisation project, including a move to host their CRM on their own Claremont Cloud™ Solution as well as ongoing managed services. This would future-proof the NT's CRM and reduce complexity and cost of ownership. 

The Solution

NT agreed to this proposal, which was a big step for this business-critical system. Claremont (now DSP) conducted intensive testing and came up with innovations to ensure that the process would be smooth. 

Over a 6-month period, Claremont (now DSP) conducted three trial migrations, followed by a successful transition of the CRM system from IBM to the NT's own dedicated servers at our hosting centre, on time and within budget.

The system was enlarged from 32-bit to 64-bit and installed on an Oracle Virtualisation platform during the migration. Various technology stack components were upgraded, including that of the database to 11g and a content management solution to Oracle Web Centre 11g. The overall architecture was also simplified. 

The Result

The transition process was completed successfully to time and budget, with no issues experienced by NT. In the longer term, operational management and technical support are now provided entirely by our specialist UK team, enabling the in-house team to focus on other areas of value.

Claremont Cloud™ provides the NT with a personalised, accessible, and secure Cloud hosting solution which is wholly run using Oracle’s virtualisation software. It is the only Oracle VM-powered public Cloud available in the UK, outside of Oracle itself. Importantly, it is configured according to Oracle’s regulations, ensuring licensing compliance. And as Claremont Cloud™ is bigger, more flexible and has more capability and processing power, it can provide a quicker response to changes.

 

Benefits and Long-Term Goals:

The NT have realised the following business benefits to their CRM system:

  • A new and effective Backup and Disaster Recovery solution in case of data loss
  • The documented support processes included essential detail, providing important things like Security Management
  • A reliable service is continually provided via dedicated staff who understand the National Trust’s business needs
  • There have been significant cost savings to the client from streamlining and simplifying the over-architected infrastructure and solutions
  • The platform is stable, flexible, faster, and more reliable
  • The solution is now cheaper to maintain than previously whilst maintaining a high quality of service

 

Why DSP?

  • We are a leading independent Oracle Partner, with over 25 years of experience
  • We are trusted within the industry to deliver world-class E-Business Suite services
  • Our bespoke services mean that our customers will always get the best solution to suit their requirements
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