Services > Continuous Enhancement and Support
(CES) > Overview

In addition to executing the initial implementation of their Oracle CRM/BI solution, clients also
face the challenge of determining how to support and advance the capabilities of the
implementation when constrained by budget, availability of qualified resources and consistency
of services.Eagle Creek is uniquely positioned to offer a comprehensive program of Continuous
Enhancement and Support (CES). Eagle Creek’s CES services include the following.

User Support        

• “How to” mentoring and ongoing training
• User and security setup
• Service request triage

Application Support      

• Incident Management
• Workarounds
• Service Request resolutions

Application Enhancement      

• Ad Hoc development
• Custom enhancements
• Data loads

Application Maintenance      

• Monitoring
• Administration
• Development of patches
• Performance assessments
• Backup

Eagle Creek approaches all CES activities based on the concept of “managing to 120% productivity”.
This ensures that any resource assigned to CES is always providing maximum value. During times
when a CES resource is not working on support or maintenance issues, the dedicated consultant will
be working on application enhancement requests.

APPLICATION SUPPORT - Issue / Defect resolution

Sample Workflow

APPLICATION ENHANCEMENT - Ad Hoc Developement

Sample Workflow

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