Case Studies

The Challenge Known in the dental industry as a leader in producing high quality, innova ve equipment, A-dec needed to keep pace with growth strategies while preserving its hard-earned reputa on. The company deployed an ERP applica on to streamline opera ons and help achieve business objec ves. However, the increased complexity of the IT environment posed some unexpected support challenges. A-dec's internal resources were quickly consumed with keeping the ERP environment running smoothly. The day-to-day maintenance, troubleshoo ng and managing of the system taxed internal resources to the point of hal ng strategic projects. Furthermore, A-dec's IT staff did not have the specific applica on exper se to efficiently manage opera onal issues or tailor the solu on to the company's specific environment. Partnering with an independent ERP specialist was an op on, but A-dec's management team had concerns with bringing a third-party company into its fold. As a ghtly knit, family-run organiza on, A-dec wanted a culturally synergis c rela onship. A-dec execu ves knew it would be difficult to find an ERP provider that would be a good organiza onal fit and meet all the crucial selec on criteria. For A-dec to pursue an IT partnership, the provider had to have high-level ERP exper se, sufficient in-house technical resources, a high-touch service environment and be able to deliver all required services under one roof. "This is a people company," says Joan Aus n, A-dec founder. "We focus on the long-term and build rela onships based on trust from our community, employees, dealers and suppliers to our final customers." Despite the associated challenges with using an independent ERP provider, A-dec began its partner search as leaders of the company realized they had to free in-house IT personnel from daily ERP support opera ons to work on strategic projects. The OneNeck® IT Solutions Answer A-dec's search included a wide variety of poten al partners– from large, Fortune 100 providers to smaller, niche companies. A er a comprehensive RFP and interview process, A-dec selected OneNeck as its partner. A-dec knew they had found the best partner because OneNeck demonstrated they had the required exper se, technical resources, flexible solu ons, customer focus and proven track record. S ll concerned with achieving the desired rela onship dynamics, A-dec took an incremental approach to the partnership. As the rela onship evolved, new services and projects were added. This decision limited associated risks, provided a solid founda on on which OneNeck could grow and learn with the company and ensured the best framework for business success. OneNeck's original agreement included a 24/7 support center, data center management, ERP applica on administra on, database administra on and applica on func onal support services. A er just one year, the contract was expanded to include EDI administra on and some applica on development. As OneNeck con nued to earn A-dec's trust, contracts were regularly modified to add more and more services. In addi on to the ini al services, OneNeck now provides more complex and remote services, including applica on development, applica on integra on, opera ng system administra on, WAN/LAN management, infrastructure management and consul ng services. The Company Founded in 1964, A-dec has become one of the largest dental equipment manufacturers in the world. A-dec designs, builds and markets dental chairs, stools, delivery systems, lights, cabinetry, hand pieces and a full line of accessories. The company distributes its dental products through an extensive global network of authorized dealers and customers in more than 100 countries. A-dec's primary focus is to create equipment innova ons that help doctors perform healthier, more efficient den stry — the company's mission for over 40 years. Headquartered in Newberg, Oregon, A-dec employs more than 900 employees at its 50-acre campus. A-dec is the largest, privately-held dental equipment manufacturer in North America. The company also consistently earns respect and recogni on from its community. The company was named one of Oregon's "Most Admired Companies," ranking ninth among all industries and fourth for tradi onal manufacturers. Customer Case Study A-dec Building trust one service at a time

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