Keeping the Supply Chain Running
Vetsource, a leading provider of veterinary and animal health supply chain solutions, runs its Replenishment Planning and broader SCM execution on Oracle Fusion Cloud. Once live, the platform still needed steady, expert support to keep operations running smoothly day to day.
Rather than pulling its internal Business Systems Analyst team away from higher-value initiatives to handle routine production issues, Vetsource wanted a dedicated support model that could sustain the Oracle SCM environment while freeing its internal business to focus on innovation.
Vetsource turned to R-Cubed Consulting for a structured managed services engagement built around its Oracle Fusion SCM Replenishment Planning environment.
The Challenge
Vetsource needed structured, SLA-driven Oracle Fusion SCM production support to maintain continuity across Replenishment Planning without disrupting day-to-day operations. Production incidents required expert root cause analysis and disciplined management of Oracle Service Requests, along with support for RICEW components — work that demanded specialized Oracle SCM expertise on an ongoing basis. Vetsource also lacked dedicated advisory and end-user training resources for its Oracle Cloud SCM modules, leaving business processes and module utilization without consistent expert guidance.
The Outcome
R-Cubed deployed an Oracle Fusion SCM managed services engagement covering Replenishment Planning ticket management, incident troubleshooting, and RICEW support, backed by 50 hours a month of dedicated capacity. North American resources delivered ongoing SCM advisory guidance and end-user training, helping Vetsource's team build a deeper working knowledge of its Oracle Cloud SCM business processes and module capabilities.
R-Cubed established a P1–P4 SLA framework with 24x5 on-call coverage, including a 30-minute response commitment for P1 production incidents, along with weekly status reports and quarterly reviews to keep supply chain continuity on track. A flexible, credits-based model allowed unused hours to carry forward within the quarter, giving Vetsource predictable costs without sacrificing flexibility.
Vetsource's supply chain operations are now backed by predictable, SLA-compliant Oracle SCM production support with clearly defined response commitments across every priority level. Structured SLA compliance and quarterly reviews give Vetsource's team the visibility to plan proactively and drive continuous improvement across its Oracle SCM environment. By handling day-to-day production support and advisory needs, R-Cubed has freed Vetsource’s internal team to focus on strategic initiatives that move the business forward.
