Scaling IT Operations During a Mission-Critical ERP Transformation
How a Co-Managed IT model kept a $500M+ manufacturer running while an Oracle Fusion go-live was in full swing.
The client's internal help desk was being pulled in two directions at once.
Supporting day-to-day IT incidents across 20+ sites while managing the surge in tickets driven by the Oracle Fusion ERP rollout. Responsiveness slowed, frustration grew, and IT leaders faced an impossible tradeoff: keep the business running, or protect the ERP go-live. Hiring full-time staff wasn't practical as the spike was temporary and the need was flexibility.
The Challenge
The Challenge
Responsiveness slowed, frustration grew, and IT leaders faced an impossible tradeoff: keep the business running, or protect the ERP go-live. Hiring full-time staff wasn't practical as the spike was temporary and the need was flexibility.
Dual Pressures
- Supporting day-to-day IT incidents across 20+ sites
- Managing the surge in tickets driven by the Oracle Fusion ERP rollout
- Slowing responsiveness and growing frustration
- Temporary spike required flexibility, not permanent headcount
The ATG ATLAS™ Solution
ATG partnered with the client using a co-managed IT model.
Stabilizing operations without disrupting internal ownership. Flexible by design: scale up or down without touching headcount.
Key Enhancements
- 160 hours/month of ticket triage and frontline support
- Private dedicated number via Microsoft Teams Voice
- Full ticketing system integration with real-time visibility on both sides
- After-hours coverage for swing shifts; executive support outside business hours
All service operated under ATG's 3|29 Response Standard: every call within 3 rings, every ticket within 29 minutes.
Flexible by design: scale up or down without touching headcount.
Results
Results Within 90 Days
Operational Improvements
- Support expanded by an additional 160 hours/month
- ATG system admins began supporting critical pre-go-live IT projects
- Outdated IT documentation updated and formalized
- Standardization built into the long-term IT strategy
Cultural Impact
- Employee productivity increased; IT frustration declined significantly
- Internal IT stress dropped and focus returned to the ERP go-live
Strategic Outcome
A win for the ERP initiative. A win for employees. A win for internal IT leadership.
Protected a mission-critical ERP implementation
Maintained operational stability during peak demand
Reduced key-person risk without adding permanent headcount
Built standards and continuity that persist beyond go-live
Employee Feedback
Seamless Integration
No perceived handoff between internal IT and the ATG team
No friction in getting support when it was needed
“Employees viewed ATG as a seamless extension of the internal IT team — no perceived handoff, no friction.”
A proven co-managed IT operating system
for environments where IT demand never stops.
ATG ATLAS gives organizations scalable capacity to handle temporary spikes, special projects, or ongoing baseline support without permanent cost inflation.
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