Cozent has subject matter expertise in supporting Oracle EBS business processes. For more than a decade Cozent helped companies run Oracle EBS. Cozent has functional and techno-functional resources to address business process issues from financials, procurement, order management and manufacturing modules.
Fixed Fee Support
Cozent offers monthly fixed fee service to address Oracle EBS business process issues. Cozent will assign need Sr. Level Functional SMEs, Techno-Functional resources to monitor open tickets, carryout root cause analysis and find resolutions to the problems.
Cozent has the ability to cost effectively assemble a team with rightly skilled resources who can address issues in a timely manner. Cozent also offers both regular hours support and 24X7 support options for multi-country installations. Cozent offering also addresses your employee attrition issues and retraining cost on newer releases.
Hand Holding End Users
Cozent offering includes direct communication with the end user to address issues quickly. Cozent has the experience in working with the end users via online tolls such as GoToMeeting to understand users issues and to walk them thru step-by-step on issue resolutions.
Functional and Techno-Functional Issues
Cozent assigns Functional specialists (SME) who can work with your different depart heads and speak their language to understand, clarify and resolve their issues. Cozent also assigns Techno-Functional resources to investigate process flow, track data flow, identify root cause and suggest recourse to address the problem.
Functional Advisory Role
Cozent can advise your users on what Oracle EBS product can do and what is beyond standards functions of the packaged software. We can further suggest customizations and extensions to address unique requirements of your business.
Cozent offshore team conducts weekly status meeting discussing the open tickets and gather client’s priority in addressing them. Once a month onshore coordinator conducts monthly meeting with CIO/client reporting manager to address any concerns and to hear how Cozent can improve its services.
Service Level Agreements
Cozent will work with the customer to maintain certain SLAs such as time to responds on high, medium and low priority issues.
Daily/Weekly/Monthly Support activities
Cozent will work with the customer to carryout out daily, weekly and monthly routine business process support activities.
Upgrades & Bug fixes
Cozent will work with the customer on software upgrades and bug fixes. Cozent has the experience in identifying business risk while applying software patches, advising customers with mitigating options.