Exel Keeps Enterprise Applications Running Smoothly and IT Projects Moving with Reliable Support

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• Oracle Customer:  Exel
  Location:  Westerville, OH
  Industry:  Professional Services
  

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Exel is a leading contract logistics provider in the Americas operating via more than 500 facilities with more than 100 million square feet throughout the United States, Canada, and Latin America. Exel provides innovative, customized supply chain solutions and third-party logistics to some of the world’s best-known companies, helping them to be more productive, efficient, and competitive. Exel is part of the supply chain division of Deutsche Post DHL, one of the world’s leading logistics groups.

Challenges and Solutions

To support its large logistics enterprise, Exel relies on Oracle E-Business Suite applications and is in the process of implementing Oracle Business Intelligence Applications to gain greater insight into financial data across its network of facilities. The company wants to integrate financial data from its Oracle E-Business Suite environment with data from its third-party warehouse management system. This implementation will enable Exel to gain greater insight into its operations and financial performance at the facility and regional level, as well as across the various services that it provides and the sectors that it serves—which are as diverse as pharmaceuticals and transportation. In all, the company plans to pull out 120 different attributes for comprehensive insight and reporting.

Exel, which has been using Oracle’s applications for many years, depends on Oracle Premier Support for Systems and My Oracle Support to keep its critical business applications running smoothly. It also relies on these services when undertaking new initiatives, such as its business intelligence implementation.

Members of the IT team use the My Oracle Support Web portal daily. “We use the knowledge base extensively and take advantage of self-service technical information, which saves us hours a day,” said Chandan Ghosh, senior database administrator, Exel. “For our Oracle Business Intelligence Applications initiative, we have relied on the tech notes for details on the Oracle Business Intelligence Enterprise Edition architecture, how the data warehouse administration tool works, and how to install it.”

In addition, My Oracle Support’s personalized configuration manager capabilities cut down the time required to submit a service request by 70% because the system already has critical information on Exel’s environment and logs. It also has helped to improve—by approximately 30%—the productivity of IT team members when managing support requests, since Oracle’s analysts can look at a ticket and get started rather than coming back to Exel multiple times to clarify request details, according to Ghosh.

When the Exel IT team needs deep technical knowledge and interactive expertise, it looks to Oracle Premier Support. For example, Chandan explained that the team required highly technical information on structuring workflows during its Oracle Business Intelligence implementation. Oracle Premier Support helped him to understand and map the relationships from the source tables to the target tables, which proved essential to the project.”