Situation:
Handi-foil is the world’s premier manufacturer of recyclable, aluminum cooking products, ranging from pie pans to turkey roasters. Privately owned, headquartered in Wheeling, IL., with 800+ FTE’s throughout three facilities and approximately $100M in annual revenue, they are committed to quality, convenience, and innovation.
Handi-Foil relies on Oracle Enterprise Business Suite(EBS) to run its mission critical back-office business processes for ERP and SCM. The following modules are deployed:
Challenges:
Handi-Foil was experiencing three challenges at once. First, unprecedented growth due to increased market demand for their products. Second, an IT team that was short staffed due to the expansion to meet the above-mentioned demand spike. Third, the lack of a managed services partner with the knowledge of EBS, business processes to manage support and maintenance, and a work culture that matched their own. Support tickets were not being addressed in a timely fashion. The tickets that were being addressed didn’t get the necessary resolution to fix the problem. Business interruptions became unmanageable thus causing dissatisfaction within departments as well with customers.
Desired outcome:
Handi-Foil’s CIO wanted an Oracle partner with deep knowledge of Oracle EBS ERP and SCM. He needed resources that could immediately step in to address the backlog of tickets. Further, he needed a trusted partner that had a strong SLA, with establish processes to systematically meet the requirements so that ticket backlogs would be a thing of the past.
Decision:
Handi-Foil chose FourthSquare as its trusted, managed services partner. FourthSquare provides resources with years of Oracle EBS experience and customer relations.
Results:
With the resources located both locally and abroad, technical issues are addressed, and support is provided “around the sun”. Whether issues or support arise before, during or after business hours, FourthSquare resources address them in a moment’s notice and work proceeds while others sleep. In so doing, long ticket backlogs are a thing of the past. Significant business disruptions due to technical issues are far and few between. From a technology perspective, Handi-Foil’s internal business processes can now keep up with the incredible growth which there are seeing.
FourthSquare is seen as a trusted IT partner for Handi-Foil. Whether it’s a production or a development project, FourthSquare resources have the knowledge and customer service skill sets to meet the needs of Handi-Foil. We are proud to be a partner with the leader in the recyclable aluminum cookware industry.