The Challenge
PPL, based in Allentown, Pennsylvania, has a history of mergers and acquisitions involving other utility firms. Having completed several acquisitions in recent years, PPL needed to support an Oracle eBusiness Suite (EBS) Finance application it inherited through one of those acquisitions, with limited internal experience with or exposure to that application’s specific configuration and use. PPL was looking for an experienced ERP AMS provider that could manage every aspect of the application.
The Solution
PPL contracted with WorkStream on a four-year engagement covering all administrative aspects of the Oracle eBusiness Suite Financial application. WorkStream staffed the engagement with a single onshore resource backed by redundant offshore resources to ensure 24×7 coverage. Over the course of the engagement, WorkStream completed two major upgrades of the EBS application, remained 100 percent compliant with all defined SLA metrics, and achieved 99.99 percent uptime against those same SLAs, all at a cost consistent with what PPL would have paid to staff the work with a single internal generalist, while delivering specialist Oracle EBS expertise, redundant 24×7 coverage, and two major upgrades that an internal hire alone could not have provided. At the end of the engagement, WorkStream conducted a comprehensive knowledge transfer to PPL’s new internal team, which was able to successfully carry on supporting the application.
The Results
- 100% SLA compliance — WorkStream remained 100 percent compliant with all of PPL’s defined SLA metrics.
- 99.99% uptime — WorkStream achieved 99.99 percent uptime on the Oracle EBS Financial application against its defined SLAs.
- Two major EBS upgrades completed — WorkStream completed two major upgrades of the Oracle eBusiness Suite application during the engagement.
- Smooth internal handoff — A comprehensive knowledge transfer let PPL’s new internal team successfully carry on supporting the application.
