The Client is headquartered in Redwood City, California, is the world’s leading interactive entertainment software company, with a turnover of $2.5 billion. The company develops, publishes and distributes interactive software worldwide for video game systems, personal computers and the Internet.

The client wanted to reduce the turnaround time for the support issues and hence cutting down the whole cost burden.

Zensar proposed & setup an offshore support and development center for the client using its Pilot-to-Steady-State Approach using its world-class facilities in Pune, India. The approach involved execution of a small pilot to demonstrate the working of the offshore model before setting up and operating a dedicated offshore support center.

Zensar is offering level 2 and level 3 support services for Oracle Apps Release 11.5.8 for the following –

• Functional Support for Oracle Applications Modules
• Oracle Financials modules
• OM suite of modules
• INV module
• Technical Support, and
• Support for existing customizations
• Design and develop new enhancements
• Data fixes
• Support for executing scripts for TARs

Zensar understood the client’s need to cut support costs and thereby proposed a unique pricing model to the client wherein a mutually agreed billing slab/month was decided on. Additional support needs were billed to actual. Through this model, the client was getting low cost and high quality offshore support services and access to high skilled resources. Thus at least one support expert is available, at any time, to take care of an issue, which needs to be resolved on an urgent basis. This unique, innovative single-shore model of service offering easily ensures that the learnings from a project are correctly applied on another, and there is immediate benefit to the client. The quality support offering by Zensar, enabled them to release its critical IT support resources for other strategic tasks within the company.