Three Headed Giant
The company Three Headed Giant provides Enterprise Service Management (ESM) solutions to organizations to optimize their internal service processes. For example, employees experiencing issues with business software can submit a support request to the IT helpdesk through the ESM system.
- Company
Three Headed Giant - Challenge
New companies had to be manually connected to the ESM system, a process that was labor-intensive and prone to human errors. This led to inefficiencies, as digital processes were not always seamless or streamlined. - Solution
A streamlined integration platform built with Oracle Integration Cloud that ensures seamless communication between various applications, eliminating manual processes and reducing the risk of errors.
Contribute and RKITEK assist Three Headed Giant with an Oracle integration platform that enables seamless communication between applications
Three Headed Giant provides Enterprise Service Management (ESM) solutions to organizations to optimize their internal service processes.
Employees experiencing issues with business software can submit a support request to the IT helpdesk through the ESM system. These tickets need to reach the correct department and be relayed to the next party responsible for resolution.
With the growing number of applications and specialized software packages that organizations use today, there is a risk of too many branching connections and miscommunication. IT company
RKITEK, a subsidiary of Contribute, was tasked with helping Three Headed Giant implement a solution that simplifies and streamlines these complex workflows—- an integration platform that enables seamless communication between different applications.
Technology supports nearly every aspect of modern organizations. In larger companies, there is constant interaction between departments—such as IT teams assisting employees with support requests, staff reporting faulty equipment to facility management, or submitting leave requests to Human Resources. While the IT department can sometimes resolve a support ticket directly, other times it needs to be escalated to third parties responsible for handling the issue. Three Headed Giant, part of the Cronos Group, organizes, structures, and optimizes these services by providing Enterprise Service Management (ESM) to various companies within Cronos and beyond. These businesses need to communicate seamlessly, not only with their own applications but also with the software used by external clients.
Oracle Integration Cloud
Three Headed Giant noticed that its processes were not always running smoothly. Tickets were sometimes received incorrectly or not at all, often containing too much, too little, or inaccurate information. Additionally, new companies had to be manually integrated into the system, which was both time-consuming and prone to erros. IT company RKITEK, a subsidiary of Contribute, was brought in to find the perfect solution: Oracle Integration Cloud (OIC). This integration platform enables seamless, error-free communication between various applications and platforms. As a relatively new technology, OIC allows all cloud-based applications to connect, regardless of their location.
Versatile and user-friendly platform
Claency Fruhschulz, developer at RKITEK: “Oracle Integration Cloud is a versatile platform. It allows for data mappings and seamless connections with various platforms, databases, and enterprise applications through built-in adapters. Moreover, it is an intuitive and user-friendly platform, enabling Three Headed Giant to easily onboard new customers into the system themselves.”
Monitoring the process
By default, OIC comes with its own monitoring system, making it easy to detect issues. The highly detailed monitoring and logging capabilities allow for tracking the entire process at every level—identifying where things go wrong and where adjustments can be made. Claency Fruhschulz: “We have now equipped Three Headed Giant’s Oracle database with an Oracle APEX application. This enables even more detailed tracking of all tickets at the database level. We can filter tickets, generate reports, retrieve error codes, and manually forward tickets when needed.”
Scalability, flexibility, and performance
According to Claency Fruhschulz, OIC can be configured to interact with any other platform. The platform is highly scalable, meaning that even as volumes increase or new customers are added, limits are rarely an issue. Additionally, its fast event messaging significantly reduces wait times between tickets, ensuring strong overall performance.
Reliability and visibility
Tim Martinez Ferrez, Tooling Administrator at Three Headed Giant, highlights a few additional benefits: “We have complete visibility—no black boxes or unknowns; the system is transparent. If something goes wrong, we can quickly identify where the issue lies. Additionally, the system is highly reliable. Everything that comes in can be seamlessly forwarded to the next party. This solution is a perfect match for the product we needed.”
Collaboration
The collaboration between RKITEK and Three Headed Giant is a perfect match. Stefaan de Baene, Managing Partner at Three Headed Giant: “Our close collaboration with RKITEK runs smoothly. We exchange knowledge openly—our expertise lies in ticketing tools, while RKITEK specializes in integration. Their deep understanding of integration possibilities perfectly complements our work. Additionally, RKITEK’s developers think quickly and proactively with us. We aim to build something that is not only effective now but also robust for the future. They consider aspects such as scalability and the volume of messages the platform needs to handle, providing us with valuable advice along the way.”
Claency Fruhschulz also found the collaboration highly rewarding: “Tim Martinez translated many aspects into technical analyses, allowing me to start development immediately without losing time. Of course, there were challenges along the way. In those cases, I try to act as constructively as possible. When things don’t go smoothly, I come up with my own proposal and always try to think ahead.”
Our other cases
Our perspective goes beyond just technology. We are committed to helping you achieve your business goals by providing the best, tailor-made solutions to fit your needs. Do you have a specific question or requirement that falls outside the Oracle portfolio? We’re happy to assist you with that as well!
Oracle and beyond
For years, we have been the experts in building solutions with Oracle tools and platforms.
Contact us