Case Study: Schneider Electric achieves 97% SLA compliance with ITC Infotech Oracle ERP managed services

Schneider Electric achieves 97% SLA with ITC Infotech

Schneider Electric faced challenges with high operational costs and inefficiencies in its Oracle EBS environment, driven by a large team of over 70 FTEs. Issues included slow turnaround times for support, repeated errors, and a failure to meet service level agreements due to poor governance and tracking mechanisms. To address this, they partnered with ITC Infotech for managed services and Oracle ERP expertise.

ITC Infotech implemented a comprehensive solution, transitioning over 70 FTEs from other vendors and establishing a dedicated offshore development center in Bangalore. The vendor provided a full service delivery model including Oracle support, enhancements, Monitoring as a Service, and Testing as a Service. The results were significant, with ITC Infotech achieving 97% SLA adherence for a year, a high customer satisfaction score of 6/7, a 20% reduction in repeat issues, and the successful delivery of over 100 complex projects, leading to major cost optimization for the global operation.

Schneider Electric