JD Edwards Managed Services – AppCare

The Company

Founded in 1932 and headquartered in Rochester, New Hampshire, Eastern Propane is a full-service propane and oil company with customers in New Hampshire, Maine, Massachusetts, Rhode Island and Vermont. As a family-owned business for more than 80 years, Eastern Propane’s focus is to provide high- quality, cost-effective and reliable energy solutions to over 85,000 residential and commercial customers.

The Challenges

With a small IT staff responsible for supporting many solutions, Eastern Propane required assistance managing the many complexities of their JD Edwards system. These tasks included package builds and deployments, package maintenance, installation of ESUs, help-desk support, troubleshooting, database support, daily system health checks, data refreshes, database support and many other tasks. The solution needed to be scalable, redundant and cost-effective with support available 24-7/365. Eastern Propane did not have the internal resources with the necessary training to manage the system and could not justify hiring multiple employees to complete the various tasks.

The Results

Initially Eastern Propane engaged with GSI to assist with the technical implementation of JD Edwards EnterpriseOne. Subsequently, GSI has been providing ongoing CNC and Database managed services through its AppCare managed services program to help support Eastern Propane’s EnterpriseOne system. GSI manages the various facets of the system with its deep and experienced bench of consultants, 24-7/365. Eastern Propane is able to scale the resources up or down as needed, providing flexibility and cost-effectiveness. “For a smaller company stepping up to a fully integrated Tier 1 ERP system and all the complex components required to support it, having a single partner that provides 24/7 support for our database as well as our CNC has been invaluable. We consider our GSI resources an extension of our core team – I can’t imagine having the continuity of service and peace of mind that it provides without having GSI there for both services.” stated Mark Stone, Vice President of Information Services.