In addition to executing the initial implementation of their Oracle CRM/BI solution, clients also face the challenge of determining how to support and advance the capabilities of the implementation when constrained by budget, availability of qualified resources and consistency of services. Eagle Creek is uniquely positioned to offer a comprehensive program of Continuous Enhancement and Support (CES). Eagle Creek’s CES services include the following:

User Support

• “How to” mentoring and ongoing training
• User and security setup
• Service request triage

Application Support

• Incident Management
• Workarounds
• Service Request resolutions

Application Enhancement

• Ad Hoc development
• Custom enhancements
• Data loads

• Monitoring
• Administration
• Development of patches
• Performance assessments
• Backup

Eagle Creek approaches all Global Product Support and CES activities based on the concept of “managing to 120% productivity”. This ensures that any resource assigned to CES is always providing maximum value. For example, during times when a CES resource is not working on support or maintenance issues, the dedicated consultant will be working on application enhancement requests.

Application Support – Issue / Defect Resolution Sample Workflow

Application Enhancement – Ad Hoc Development Sample Workflow