Managed Services
EBCI Holdings, established in 2020, is committed to diversifying the Eastern Band of Cherokee Indians’ economy through ventures in commercial gaming and hospitality. EBCI Holdings operates independently from EBCI’s Tribal Government, as their Board of Directors focuses on managing the company’s vision, setting strategic goals, and streamlining business operations.
Building on Elire and EBCI’s Partnership, Elire serves as EBCI’s Managed Services provider, providing comprehensive support for both their ERP and EPM systems. Looking to iron-out preexisting system drawbacks, Elire and EBCI approached their partnership with three key project objectives:
Tasked with revitalizing and maintaining the health of EBCI’s ERP and EPM applications, Team Elire began developing a Ticketing process that could streamline and prioritize system maintenance requests. Elire’s methodologies incorporated a detailed Scope Analysis, Advisory consultations, support from resources all across Elire, and client-centric solutions to address EBCI’s evolving needs. After both teams agreed on project goals and pain point prioritization, the transformation began.
Prior to Elire and EBCI partnership, another system integrator had taken them live on Oracle Cloud Fusion ERP & EPM. Due to issues with the original implementation, Elire’s team looked to address shortcomings surrounding Approval Workflows, Reporting, and integrations. Additionally, a new challenge emerged when EBCI leadership requested greater oversight of service hours billed and encouraged end users to troubleshoot issues internally before escalating to Elire’s helpdesk. As maintenance submissions grew, Elire fine-tuned the Ticket submission process to better prioritize the triage process that aligns with EBCI management.
Putting the new Ticketing process into practice, Elire created two key steps for EBCI to utilize when submitting new requests. Firstly, before EBCI users submitted a Ticket, EBCI managers were given the opportunity to pre-approve Ticket tasks to better align organizational goals with system maintenance. Secondly, Elire implemented a submission field estimating the level of effort required to provide a solution, offering EBCI users and management a better idea of how many hours new tasks would require. Through these additional steps, Elire and EBCI were able to strategically prioritize and address Ticket submissions, fixing system issues at the root cause while enhancing EBCI’s overall organizational goals.
In February of 2024, Elire and EBCI successfully implemented a process that addressed system issues, while maintaining goal alignment through the strategic prioritization of Tickets. The two companies developed their partnership through ongoing weekly calls, addressing issues and pain points as the arose. Now, EBCI effectively utilizes resources all across Elire, including Elire’s ERP and EPM expertise.
EBCI still employs Elire as their Managed Services provider, utilizing the new Ticketing system and Elire experts to successfully optimize system performance, ensure application reliability, and enhance operational efficiency. Looking to the future, the successful completion of the Ticketing project laid a strong foundation for prospective initiatives and deepened EBCI and Elire’s partnership.
Interested in learning more about how Elire can assist your team with Managed Services? Visit our Managed Services Page or contact our team at [email protected].
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