August 28, 2019 | Larry Goldman | Senior Director, Product Marketing
For over eight years, Lexmark’s call center and customer service have relied on Oracle’s Siebel CRM solution. The e-commerce section on their website, through which customers order printers, runs on Oracle ATG Commerce 11.2. Both Siebel and ATG have been heavily customized over the years, becoming an integral part of the stable business processes developed by Lexmark.
But with the mandate to achieve a streamlined end-to-end business process for internal and customer-facing operations – and to save costs where possible – the IT leadership determined that it was high time to replace these vital systems. Annual Oracle Support for Siebel and ATG were a sizeable IT budget item, and there were no new product updates available to help Lexmark meet the evolving needs of its operations.
Lexmark’s next challenge was to identify a service partner with deep Siebel and ATG knowledge that could assume Oracle Maintenance and Support and help keep the business running during the anticipated migration. This is where Spinnaker Support came in. Read the entire detailed case study of how Lexmark has benefitted from its switch to our third-party software support.