Given the growing demand for support requests due to the growth of American Tower Corporation in different markets in Latin America, ETAIROS BUSINESS SOLUTIONS team was selected to handle the support strategy, thanks to the acquired knowledge in the different business processes during these years and to the technical knowledge in Oracle.
Since September the 1st of 2007, we started the provision of this functional support service on Oracle e-Business Suite R12 to complement the management that is being done by the support team in American Tower Corporation.
This service is provided in Brazil, Colombia, Mexico, Chile, Peru, Argentina and Costa Rica, remotely form the city of Cali. This service handle support requests in processes like purchasing, inventory, projects, property, Accounts Payable, Accounts Receivable, Fixed Assets, General Ledger and the locations of Colombia, Argentina, Brazil and Peru.
The constant teamwork with the ATC’s support area, the direct and constant communication, the generation of knowledge base for future cases, the availability for the attention of requests, regardless of the region, have made this support meaningful for the support area in American Tower, thus having greater coverage and allowing the efficient fulfillment of the Service Level Agreements (SLA) defined within the organization.
This functional support scheme on Oracle e-Business Suite can be easily replicated in your organization in case you have e-Business as technological facilitator, allowing you to reduce the time of attention and solution of requests to your customers.