Empowering Business Continuity with Oracle Fusion Managed Services for Healthcare

Discover how Excelencia helped a leading healthcare organization achieve seamless operations, enhanced compliance, and improved user satisfaction through proactive Oracle Fusion support.

Industry
A major healthcare and senior care provider in North America
Client Overview
Our customer, a healthcare enterprise operating across multiple regions, required a trusted Oracle partner to manage their complex Oracle Fusion environment. The organization relied on multiple modules spanning Finance, HCM, EPM, and SCM, demanding high performance, 24×7 availability, and end-to-end operational reliability.
Excelencia partnered with them to build a scalable, SLA-driven Oracle Fusion Managed Services framework — focused on ensuring stability, compliance, and long-term value.

The Challenge

The client’s Oracle Fusion setup faced several challenges affecting system reliability and business efficiency:

Frequent P1/P2 Incidents

Frequent P1 and P2 incidents requiring faster resolution

No Structured Governance

Lack of structured governance for incident, change, and release management

After-Hours Support Need

Need for after-hours and on-call support for critical issues.

Limited Module Visibility

Limited visibility across modules like Finance (GL, AP, AR, FA, CM), HCM (Core HR, Payroll, Recruitment), EPM (FCCS, EPBCS), and SCM (Procurement).

Integration & Audit Gaps

Need for improved integration monitoring, audit readiness, and vendor coordination.

Our Solution

Excelencia designed and implemented a comprehensive managed services model tailored to the client’s needs, ensuring round-the-clock reliability and proactive improvement.

Continuous Support

8×5 functional and technical coverage with 24×7 on-call P1 issue management.

Root Cause Analysis (RCA)

Delivered RCA and post-mortem reports for recurring issues.

Continuous Optimization

Identified and executed performance improvement opportunities.

Structured Governance

Implemented frameworks for incident, problem, and defect management, change governance, and integration monitoring.

Collaborative Operations

Established cross-functional coordination with vendors and internal teams for faster resolutions.

Results and Business Impact

Through Excelencia’s proactive managed services approach, the organization achieved measurable operational improvements:

High System Availability

Proactive monitoring minimized downtime and accelerated P1 resolution.

Audit & Compliance Readiness

Structured change governance ensured smoother compliance cycles.

Enhanced User Experience

Faster response times and improved triage boosted user satisfaction.

Operational Flexibility

Enabled accommodation of enhancements and mini-projects without service disruption.

The Outcome

Excelencia’s Oracle Fusion Managed Services framework helped the client to achieve greater operational stability, reduced downtime, and sustained compliance confidence — freeing internal teams to focus on strategic business goals rather than day-to-day system management.

Client Testimonials

“The Difference was Immediate”
We had struggled with slow issue resolution due to limited Oracle expertise from our previous provider. As soon as Excelencia came on board, issues were resolved quickly and efficiently – it was amazing. The team’s responsiveness has been a game-changer.
“My team is happier – they finally have the support they need to help our business flourish.”
Director of IT – Healthcare

Let’s Optimize Your Oracle Fusion Environment

Let’s Optimize Your Oracle Fusion Environment

Your Oracle systems deserve expert attention. Whether it’s Fusion, E-Business Suite, or Cloud Applications — Excelencia delivers round-the-clock support, process optimization, and performance excellence.