- France
- €3b+
- Europe
- 5,000+
- Healthcare
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The Problem
This pharmaceutical leader was seeking to optimize its IT support investment for its Oracle database estate. It faced several critical challenges. First, its existing provider was unwilling to negotiate renewal terms or offer cost reductions, even as the company wanted to downsize its Oracle Database footprint due to migrations toward SaaS and open-source databases. Additionally, the internal IT team were looking for a more collaborative partner. The company’s previous support model lacked the flexibility to effectively partner with Tata Consultancy Services (TCS), which managed its database services. Finally, the company faced a tight one-month deadline to finalize a support decision before its current contract expired, necessitating a provider that could demonstrate value immediately and a more personalized, client-focused approach.
The Solution
The pharmaceutical manufacturer selected Support Revolution to provide comprehensive support for its estate of 67 Oracle Database instances. This transition offered a higher-value alternative to both Oracle and the manufacturer’s previous third-party support vendor by prioritising a partnership-led model. A central component of the solution was Support Revolution’s willingness to act as an extension of the company’s team, specifically partnering with TCS to drive database business initiatives forward. Support Revolution offered value-added inclusions as standard, such as unlimited Ask the Experts sessions. The solution also introduced a personalized support structure with a named Primary Support Engineer (PSE) and designated escalation contacts to ensure operational stability. This tailored approach allowed the company to right-size its support footprint, ensuring its commercials remained aligned with its evolving IT infrastructure.
The Benefits
The move to Support Revolution delivered immediate financial and operational advantages, such as:
Strategic cost management
- Direct cost savings: The pharmaceutical company achieved an immediate reduction in annual support fees
compared to its previous third-party provider. - Right-sized flexibility: Support Revolution enabled the company to downsize its support scope as it moves
towards open-source databases or to SaaS—a flexibility refused by Oracle and other support providers.
Operational Excellence
- Strategic collaboration: Support Revolution serves as an extension of the pharma company’s team, partnering with Tata Consultancy Services (TCS) to advance database initiatives.
- Disaster Recovery support: The company benefits from Support Revolution’s deep Oracle expertise during Disaster Recovery testing, ensuring critical failover activities are supported successfully.
- Personalized support: Support Revolution designated a Primary Support Engineer (PSE) and named escalation contacts, providing an exceptional level of personalized service.
Added Value
- Guaranteed performance: Support Revolution has guaranteed SLAs, such as a 2-hour case resolution
guarantee for critical production issues. - Ask the Experts sessions: The company gained access to unlimited, no-added-cost consulting sessions on a
variety of professional services and technical topics. - 24/7 global coverage: Support Revolution provides continuous, around-the-clock support for its critical
database estate.
We were looking for better value for our Oracle database estate. Support Revolution won our business by providing 30% savings on annual support fees and a personalized approach. Their willingness to partner as an extension of our team has been a tangible benefit of this move. – IT Manager