About the Customer
The customer, an industry-leading building products distributor based in the United States, serves contractors, homebuilders, suppliers, and other organizations across North America. With a broad network of locations, employees, and vehicles across the U.S. and Canada, the company relies on technology to connect its operations and support customers at scale.
Situation
An industry-leading building products distributor in North America relied on an expansive, mission-critical Oracle E-Business Suite (EBS) environment spanning applications, databases, middleware, custom applications, and numerous bolt-on systems. As the business evolved through numerous acquisitions, the scale of its technology landscape continued to grow.
The organization had previously partnered with a vendor that utilized a largely email-driven support model, with manual ticket creation and reactive incident management rather than a structured ITIL-based approach. This limited visibility into recurring issues and created opportunities to strengthen operational consistency. At the same time, the customer’s legacy EBS footprint prompted a closer look at modernization, upgrade strategy, and disaster recovery readiness.
Action
Centroid stepped in and consolidated the organization’s ERP technology stack under a single Managed Services solution, creating one accountable team across applications, databases, middleware, custom applications, and related infrastructure.
In addition, Centroid’s dedicated delivery team established an operating model spanning daily IT operations through monthly executive steering. Ticketing was also migrated to an ITIL-based platform, enabling automated alert-to-ticket creation, structured routing, SLA management, and disciplined root-cause tracking.
The Centroid team also standardized patching, environment refreshes, and backup governance while strengthening operational and security controls. To validate resilience, Centroid conducted a full disaster recovery simulation, demonstrating the environment’s ability to recover when it mattered most.
Impact
The result: the industry-leading building products distributor now has a more resilient, predictable, and future-ready technology foundation with measurable improvements in availability, responsiveness, and recovery readiness.
The environment now sustains ≥99.9% availability, while workflow restarts have been reduced from several per week to approximately one per quarter. In addition, Centroid’s Managed Services team has been able to deliver 100% P1 response against SLAs and has improved time-to-resolution by 10–20%.
Beyond day-to-day stability, the customer now has a predictable support model designed to accommodate acquisitions at a predictable cost, along with proven disaster-recovery capabilities and stronger security and compliance controls.
With an optimized technology foundation in place, the customer is better positioned to turn future growth and technology change into business opportunities.