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ERP System Implementation and Support

Apex Logistics with CloudCore Solutions for ERP System Implementation and Support Contract

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Contract Details

  • Client: Apex Logistics (mid-market, 200 employees, $100M revenue, Memphis, TN).

  • Outsourcing Provider: Master1tech, Lahore Pakistan

  • Contract Value: $500K over 18 months (January 2024–June 2025).

  • Start Date: January 2024.

  • End Date: June 2025, with option for 1-year extension.

  • Scope: Deploy and support NetSuite ERP for finance and supply chain, including installation, maintenance, migration, API integration, training, troubleshooting, and helpdesk.

  • Service Level Agreements (SLAs):

    • 99.5% system availability.

    • 90% helpdesk ticket resolution within 6 hours.

    • Migration completion within 8 months.

    • Training for 150 employees within 3 months.

  • Compliance: SOC 2

  • Governance: Bi-weekly reviews via Microsoft Teams, using Jira for project tracking

  • Budget Allocation:

    • Installation: $150K (30%).

    • Migration: $100K (20%).

    • API Integration: $75K (15%).

    • Maintenance: $75K (15%).

    • Helpdesk: $50K (10%).

    • Training: $50K (10%).

Project Description

Apex Logistics outsourced the deployment, upkeep, and support of NetSuite ERP for finance and supply chain management, integrating with Salesforce CRM for customer data synchronization. The project involved:

  • Installing NetSuite modules on AWS.

  • Maintaining the system with patches and optimizations.

  • Migrating 2TB of legacy data from Microsoft Dynamics NAV.

  • API integration with Salesforce and a third-party logistics platform (e.g., ShipStation).

  • Training 150 employees on NetSuite usage.

  • Troubleshooting performance and integration issues.

  • Helpdesk support for 150 users. This aligns with the outline’s description of outsourcing ERP system implementation and support, fitting mid-size engagements ($50K–$150K, scaled to $500K for comprehensive scope)

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Tasks Involved

  1. Installation:

    • Deployed NetSuite ERP modules (Financials, Inventory) on AWS, customized for logistics workflows, similar to Dynamics 365 Azure deployments [memory: Dynamics 365 description].

    • Configured PostgreSQL database and SuiteScript for user interfaces, supporting 150 users.

  2. Maintenance:

    • Applied NetSuite patches using SuiteScript, ensuring 99.5% availability, akin to Stanley Black & Decker’s Epicor support [memory: 30 Additional Corporate Examples].

    • Monitored performance with AWS CloudWatch, optimizing for 15% faster transaction processing.

  3. Migration:

    • Migrated 2TB of data from Microsoft Dynamics NAV to NetSuite using NetSuite SuiteCloud and AWS Database Migration Service (DMS), achieving 99.8% data integrity in 7 months, similar to Centene’s Dynamics 365 migration [memory: 30 Additional Corporate Examples].

  4. API Integration:

    • Developed REST APIs using Node.js to connect NetSuite with Salesforce and ShipStation, enabling 500 daily transactions, akin to Aflac’s Dynamics 365/ServiceNow integration

    • Used NetSuite SuiteTalk for API orchestration.

  5. Training:

    • Conducted workshops and e-learning for 150 employees using Articulate 360 for custom modules and Microsoft Learn for Azure-integrated NetSuite training, achieving 90% proficiency in 2.5 months, similar to Prudential’s Dynamics 365 training

  6. Troubleshooting:

    • Resolved API errors and performance issues using Splunk for log analysis and JavaScript (SuiteScript), reducing errors by 15%, akin to Eaton’s Epicor troubleshooting

    • Fixed workflow and configuration issues, minimizing downtime.

  7. Helpdesk:

    • Provided 24/7 support via Zendesk for user queries and ServiceNow for incident management, handling 400 monthly tickets, similar to Liberty Mutual’s Dynamics 365 helpdesk

    • Achieved 90% resolution within 6-hour SLA.

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IT Skills Required

  • ERP Administration: NetSuite SuiteScript for configuration and workflows

  • Programming: JavaScript (SuiteScript), Node.js for APIs

  • Database Management: SQL (PostgreSQL) for data handling

  • Cloud Hosting: AWS for ERP deployment

  • Migration: NetSuite SuiteCloud, AWS DMS for data transfer

  • Troubleshooting: Debugging with Splunk

  • Helpdesk Support: ServiceNow, Jira, Zendesk for user support

  • Training Delivery: Workshops with Articulate 360, Microsoft Learn

Contract Outcomes

  • Cost Savings: 20% reduction in IT costs via cloud ERP efficiencies

  • Performance: Supported 1,500 daily transactions with 99.5% availability.

  • Compliance: Achieved SOC 2 compliance

  • User Adoption: Trained 150 employees, with 90% proficiency.

  • Reliability: Resolved 90% of tickets within 6-hour SLA.