Compass finds its rock in custom support for Oracle suite

Red Rock Consulting’s managed support for Oracle’s E-Business Suite has proved a rock-solid investment for the food service giant, the Compass Group, saving many dollars on licence costs…

The Compass Group is a major force in the food service industry, pioneering a sector-focused approach to the market. Compass first entered the Australian market in 1997, when it acquired two catering companies, SHRM and Fisher Catering Services. In 1999, the company acquired an even higher profile in Australia with the purchase of the sizable P&O Catering & Services Group.

Compass’s comprehensive portfolio of food and support services allows it to operate with skill and expertise in each of its target sectors. These include offshore and remote destinations, defence, business and industry, healthcare, education, leisure and corporate hospitality, facilities management and security services.

The company has developed a portfolio of brands that target these sectors. Examples include: ESS, DeltaFM, Eurest, Restaurant Associates, Medirest, Scolarest, All Leisure and Omega Security Services. Each of these embody specific brand values and employ specialist teams.

Custom solutions
Compass implemented Oracle’s 11i E-Business Suite way back in 2001. Like many implementations at the time, the system was customised because Compass Group had business requirements unique to the company. While the customisation was necessary, it strained the in-house technical team and resulted in a system that was difficult to manage and support. In addition, the company’s business requirements changed over the years, as Compass Group Australia grew and new companies were acquired, which led to more customisation.

The Compass Group in Australia and New Zealand found itself in a position where it had invested in the E-Business software but wasn’t fully leveraging its features and functionality. Raj Prasad, group systems accountant for Compass Group explains why the company engaged Red Rock, back in 2004.

“After our original implementation of Oracle’s applications, we wanted to look for an Oracle partner for our support program. We chose Red Rock over its competitors as we felt it provided the right amount of Oracle support. The pricing and scheduled rates they provided were also competitive.”

Multi-level support
Red Rock provides Compass Group Australia with support at a number of levels:

• Business support for users, who can talk to experts in Oracle E-Business Suite, not just technical support people.
• Technical managed-services, which monitor, manage and fix the E-Business Suite environment, including all the Oracle technology, such as Oracle Database and Middleware.

In addition to support services, Red Rock also provides ad-hoc access to a technical development team for small enhancements and changes.

“Because we did not have a full blown IS department, especially in the area of Oracle’s E-Business Suite, it was easier to outsource this. Red Rock was chosen over three other support partners because it offered continuity of support and an extensive skillset,” says Prasad.

Less risk
Compass has reduced its business risk with Red Rock’s support. Benefits have included a proactive support approach and multiple time-zone coverage. This support has helped Compass retain and increase its competitive advantage in the market, while reducing overall support costs for its Oracle suite, as a result of leveraging Red Rock’s managed-support service.

“I think the main benefit is how quickly Red Rock turned things around from a small request for customisation to a full-blown project. The part I like best is that they partner with us and suggest different scenarios before making an evaluation,” says Prasad.

“Their project-management skills are second to none, as has been proven by recent projects we have undertaken with them recently.”

The success of the current support model has led to Compass engaging Red Rock to carry out major project work as well. This has included Red Rock helping Compass roll out the E-Business Suite to its New Zealand operation. It is now working on an upgrade to the software suite in Australia.

Compass is also using Red Rock’s Strategic Licence Service – a software-asset management service – to help it leverage its existing licences more fully, saving money as it won’t need so many.

“I feel I can call anyone at Red Rock and voice any concerns or issues I have. I think they are true professionals in this regard,” says Prasad.

For more information
>Red Rock Consulting
www.redrock.net.au
Jonathan Rubinsztein, CEO
rubinsztein@redrock.net.au
PH: +61 2 8270 5500



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