- US
- $2b+
- National
- 19000
- Services
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This major U.S. healthcare provider specialises in helping patients manage chronic conditions, recover from illness, or receive end-of-life support at home.
The Problem
This healthcare provider was facing an unexpected crisis— its previous PeopleSoft third-party support provider suddenly announced an exit from PeopleSoft support in July 2024. This put its FSCM 9.2 and HCM 9.1 support in jeopardy.
The company were left scrambling for a new solution with limited choices: return to Oracle for support with back-support reinstatement fees and forced expensive upgrades to the current PeopleSoft version, or find another third-party software support provider. Most importantly, it needed a company capable of delivering critical Tax, Legal, and Regulatory (TLR) payroll updates for all 50 U.S. states and the District of Columbia.
To further complicate matters, the business was undergoing a merger with a healthcare giant and needed a business-as-usual approach to its IT systems without taking on large, unplanned, or costly projects.
The Solution
Facing the sudden wind-down of its previous third-party support provider, the healthcare provider selected Support Revolution to continue PeopleSoft support for Human Capital Management (HCM 9.1), Financials Supply Chain Management (FSCM 9.2) and PeopleTools applications.
This move allowed the provider to avoid an expensive return to Oracle support, which would have cost at least $4 million in reinstatement fees for back support. Support Revolution provided an attractive and affordable alternative by seamlessly onboarding from its previous support vendor.
Crucially, Support Revolution was the only third-party support provider able to deliver Tax, Legal, and Regulatory (TLR) payroll updates for all 50 states for the provider’s 19,000+ employees. This secured continued, compliant operation of its PeopleSoft systems without forced upgrades and vendor-driven roadmaps.
The Benefits
The company’s decision to move to Support Revolution delivered several critical business and financial outcomes, enabling the company to focus on core operations during a major acquisition.
Cost Avoidance
By moving its PeopleSoft support to Support Revolution, the company achieved significant financial savings.
- Avoidance of exorbitant back maintenance fees: Since the company had been off Oracle support since August 2016, a return to Oracle would have required an estimated $4 million in back maintenance fees. Moving to Support Revolution avoided this mandatory, unplanned, and unbudgeted expense.
- Freedom from forced upgrades: The move allowed the provider to avoid forced upgrades and updates that would have been required by Oracle, saving additional time and budget.
- Affordable, superior support: Support Revolution provided an efficient and affordable third-party support option at a fraction of the cost a return to Oracle would have entailed, in addition to ultra-responsive SLAs with guaranteed resolution times.
Operational Peace of Mind and Flexibility
- Guaranteed compliant payroll updates: The provider pays over 19,000 employees using PeopleSoft systems, making compliant Tax, Legal, and Regulatory (TLR) updates critical. Support Revolution is the only independent software support provider capable of delivering these compliant HR, payroll tax, and financial updates for all 50 states without outsourcing.
- Efficient and seamless transition: Support Revolution utilised an efficient onboarding process and a assigned project manager to seamlessly transition the business from its previous support provider. This was important, as the IT team had limited bandwidth while dealing with the acquisition.
- Support for a business-driven technology roadmap: Switching to Support Revolution enabled the healthcare provider to continue down its own technology path and timeline. This was vital, so they could sweat the equity out of its existing PeopleSoft investment while the new parent determined the long-term ERP strategy. Support Revolution has no forced upgrade or end of full support dates, providing a safe harbour during the time needed for a full evaluation.
When our previous vendor exited the PeopleSoft support market, we were left with a major problem: return to Oracle for a multi-million-dollar reinstatement fee and forced upgrades, or find another partner who could guarantee compliant support across all 50 states. Support Revolution was the only choice. They gave us the peace of mind and flexibility we needed to continue running our business.