- US
- $1b+
- North America
- 8,000+
- Medical
This organization is a large healthcare system in the United States.
Customer Situation
The organization moved to third-party support with another provider in March 2021. They faced significant budget challenges with the COVID-19 pandemic. It was not receiving the anticipated benefits from vendor-driven support. It needed to find cost savings, which was the business trigger for its initial move to third-party for their PeopleSoft landscape. They intended to stay on third-party support (3PS) as long as possible for its estate and sweat its equity out of its initial software purchase investment. However, it didn’t make sense for them to stay on vendor support with next-to-no return on investment. Instead, they moved to 3PS to receive more comprehensive and inclusive support for its environments. In 2025, their previous 3PS vendor announced the winding down of its support for PeopleSoft. This left the team with two options—either return to the vendor for support and remit over $2M in payments for back maintenance fees, or find a more suitable 3PS provider to support its estate. The choice was clear; a move to Support Revolution made sense for its business and operating budget.
What was the implication?
• Significant increase in PeopleSoft support costs (not budgeted): The organization found itself in a precarious situation with the wind-down announcement from its previous 3PS vendor, which is exiting the support market. Either they needed to move back to Oracle Support, which would be a multi-million-dollar non-budgeted expense for its IT budget, or it needed to find a 3PS vendor who could seamlessly take over its PeopleSoft support & maintenance requirements.
• Risk of regulatory non-compliance: A move back to vendor support would require significant updates to their code line base for PeopleSoft to receive regulatory compliance for payroll under vendor support, or it needed to find a 3PS vendor who could rapidly onboard and provide regulatory updates for its system. Support Revolution was uniquely positioned to assist them as they have with a dedicated PeopleSoft service and support team ready to assist the client base to continue with 3PS and receive its required Tax, Legal, and Regulatory (TLR) requirements in an expedited fashion.
They are a healthcare organization with tight IT and spending budgets. There is no allowance for unplanned or non-budgeted increases in IT software or personnel costs. To address this, the move to Support Revolution provided a solution to both immediate and long-term challenges. In the short term, it replaced a third-party support provider that was exiting the market. In the long term, it allowed them to continue using its PeopleSoft HCM and FSCM ERP systems across its entire healthcare network for years to come.
Why did they choose Support Revolution over the competition?
They selected Support Revolution for several reasons:
• Rapid & efficient support onboarding: They didn’t have extra IT cycles and personnel available to support a move back to the vendor. It needed to have a 3PS provider that was able to rapidly transition and onboard support without missing a beat, and able to continue providing its critical business and regulatory support and service requirements. We onboarded their PeopleSoft support during the same week the support contract was finalised.
• Case resolution guarantees: Ensuring their HCM and FSCM applications stay up and available for its ‘front-line’ users, who are literally saving lives within their communities is critical requirement. Support Revolution’s ability to provide case resolution guarantees for production critical and impacting incidents was a crucial factor in selecting Support Revolution.
• Tax, Legal, and Regulatory (TLR) compliance: Support Revolution’s expertise in providing the requisite multi-state complex tax and legal reporting requirements was another paramount factor in selecting Support Revolution for their 3PS support. Support Revolution has the knowledge, expertise, and compliance assurances they needed to secure as part of its selection process. Support Revolution has the credentials to provide this complex level of regulatory compliance within a single vendor, thus they avoided needing to outsource its payroll to another third-party provider.
• High customer satisfaction: After speaking with the Support Revolution team, they completed its due diligence in vetting Support Revolution’s support & service delivery with other current clients. Ultimately, the team was reassured that moving to Support Revolution was the right choice and a focus on client success and client satisfaction is paramount within the organization and further solidified by positive client testimonials, reference conversations, and case studies.
What does moving to Support Revolution mean for them?
A move to Support Revolution for the organization achieved the following outcomes:
• Cost savings: They saved over $2 million over a 3-year period by moving to Support Revolution for its PeopleSoft estate. This move also alleviated the need and cost associated with its internal IT team providing self-support for the existing HCM & FSCM PeopleSoft landscape.
• Regulatory & compliance delivery assurances: Support Revolution’s expertise in Tax, Legal, and Regulatory (TLR) deliveries in a complex multi-state support scenario helped assure the team that they would remain compliant with all federal and state regulations. This alleviated their concern about fines and penalties associated if they had elected a lesser-experienced/qualified support provider or delivery platform for their PeopleSoft payroll system.
• Improved support & system assurances: The organization now receives case resolution guarantees for all production critical and impacting support cases. The team has received this highly responsive and solution-oriented support delivery well. The organization now has a team it can count on that drives rapid case and issue resolution to keep its critical HCM & FSCM system available and functional at the highest performance in support of all system users.
• Long-term support partnership: Moving to Support Revolution with guarantees to support their PeopleSoft estate for as long as it chooses to remain on the platform was a deciding factor. Support Revolution’s support has allowed their IT team to concentrate on what is most important for their business while trusting Support Revolution to continue providing the PeopleSoft support needed. They are now free to determine on their own timeline if a technology platform change is desired for their Peoplesoft landscape, as Support Revolution will support their PeopleSoft systems for as long as desired, fostering a long-term partnership between organisations to meet and deliver on their technology needs.