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Shannon Group EBS Hosting Case Study
Shannon Group benefitted from flexible support and a hosting solution optimised for Oracle environments
Oracle EBS Hosting
Migration to OCI
Overview
Shannon Airport occupies a strategic location in the fastest-growing business corridor in Ireland. It handles over 1.7 million passengers annually, offering world-class facilities. The airport required its own I.T. systems and adopted Oracle E-Business Suite (EBS). Oracle hosted the system, but it became clear that a support partner would be needed, and a competitive tender was held.
Based on cost-effective pricing and delivery expertise, Shannon Group decided to work with Claremont (now DSP). We have supported the functional and technical delivery of Oracle financials, procurement, property, and HCM. Shannon Group subsequently extended the use of Shannon Airport’s Oracle EBS system to the other Group companies, delivering consistent business processes and minimising costs through shared back-office services.
"Claremont (now DSP) has been an excellent partner. They are highly proactive in their response; resolving problems quickly and their service levels are consistently good. We would have no hesitation in recommending their services to other large complex businesses such as ours."
Shannon Airport
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Having implemented Oracle EBS, Shannon Airport’s main challenge was running and supporting this system. Dublin Airport Authority (DAA) retained the expertise and experience of running Oracle EBS, and Shannon Group had to build a new support capability. A further challenge was that Shannon Group also had to recruit new business users therefore, the support function had to be capable of supporting a new system and new users from go-live.
A subsequent business challenge for Shannon Group was hosting. The company had become increasingly frustrated with Oracle Managed Cloud Services (OMCS) – the cost was high, but service was often poor, inflexible, and unresponsive.
Claremont has provided the Shannon Group of companies continuous Oracle EBS functional and technical support for 10 years. The quality and proactiveness of our services are demonstrated by the number of Oracle EBS incidents having reduced year-on-year from over 150 in 2013 to fewer than 100 in 2016. Our commitment to being available 24/7, with a proactive and responsive approach, has ensured that the management of Shannon Group’s Oracle EBS environments has often identified and resolved issues arising before they can impact service.
Regarding Oracle EBS hosting, Claremont (now DSP) could offer a solution by migrating Shannon Group’s Oracle EBS environments to Claremont Cloud. Built on Oracle VM and hosted in UK data centres, this delivers the benefits of a Cloud optimised for Oracle combined with our proactive and flexible support services.
Furthermore, Shannon Group has benefitted from improvements in the quality and agility of Oracle EBS DBA support. The entire service is managed by a UK-based Service Manager that provides monthly reporting and service reviews, delivered on-site when required. This ensures the service remains transparent and accessible to Shannon and new requests or issues are easily addressed.
Claremont’s (now DSP) recent performance has ensured that such incidents have been resolved within 10% of the four hours allowed by the SLA. Again, this demonstrates that we have the capacity and expertise to deliver on our promises.
Our commitment to providing more than just a service has led to a partnership relationship with Shannon Group, which for several years has resulted in customer satisfaction scores being consistently high at 9/10. As a result of our excellent track record for delivery and high customer satisfaction with Shannon Group, the contract has been expanded and extended on no less than four occasions.
Trust has been well-earned whilst working with Shannon Group. The relationship has developed from taking care of smaller-scale projects to providing a fully managed service across Shannon Group’s Oracle EBS and database technologies. By providing a dedicated Service Manager that goes on-site and adds real value to the relationship through service management and reporting, the partnership is well placed to manage future changes, from EU regulations compliance to the next upgrade to Oracle EBS 12.2.
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