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Issue Support Management for a Fortune 500 energy client
October 11, 2012
South America

The client, a Fortune 500 company traded on the New York Stock Exchange, is one of the largest electric power companies in the United States. Supplying and delivering energy to approximately 4 million U.S. customers, the company has approximately 35,000 megawatts of electric generating capacity in the Carolinas and the Midwest, and natural gas distribution services in Ohio and Kentucky. Its commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.

Project Details

The project in focus was in-live support for PeopleSoft Finance in the client's Argentine subsidiary.

Initial Project Timeline

The client's Argentine office was operating with a highly customized Argentinean localization of PeopleSoft and had poor services support from the company who did the implementation. Therefore, Ataway’s task was to help their internal support group to deal with the many issues they received each day.

The initial timeline for the implementation was as follows:

Scope of activities: Go-Live support

Countries in scope: Argentina

Service level: Support Services

Number of users: 20

Number of supporting cases: >25

Duration: Six months

Location of service performed: Argentina

Challenges & Difficulties

Challenges: We had several challenges for the initial project. The first one was to get to know the customer and show them the value of well-done functional work. The lack of documentation on customizations and the difficulty of working in a localized database were two other complications that needed to be addressed.

Main difficulties encountered: The client suffered from a lack of documentation. Therefore, the training part of this mission was difficult.

Solutions & Lessons

Solutions found: To deal with these difficulties, the consultant applied the Ataway Methodology to the customer’s way of working. Ataway created documentation to back every decision made and every case that needed a resolution.

Lessons learned: Working with a major client in such a challenging project that demanded patience and rigor helped Ataway consultants gain experience and improve their skills. It should be noted that in order to achieve the confidence of a new customer, methodology and hard work must be put in place.

Achievements & Outcome

The Ataway team was given a small amount of support cases which required functional analysis. After working on them, the client decided to give Ataway several projects and, later on, a support contract.

The customer applied the solutions proposed by Ataway and offered an ongoing support contract.

As the customer awarded Ataway an ongoing support contract shortly after the support services project, we can consider the project a success. The client was satisfied and willing to work again with Ataway on a bigger project. The consultants showed their professionalism and, through their hard work, epitomized the values of Ataway.

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