Challenge
The IT Management team at Wilbur-Ellis (WE) faced fluctuating demand for Oracle JD Edwards EnterpriseOne support due to the agriculture industry's seasonal nature. Their flat-rate managed service model either made WE overpay during low demand or lack adequate support during peak times. This imbalance strained WE’s in-house team, causing delays and overtime. WE needed flexibility, clarity on support tasks, and a measurable return on investment (ROI).