Toward a healthy supply chain: Zoetis links people & process on path to resilience

The customer

Zoetis is the world’s largest animal health company, delivering innovative solutions across medicines, vaccines, diagnostics and technology. With more than 70 years of expertise, Zoetis serves veterinarians, livestock producers and pet owners in over 100 countries. The company’s mission is to advance animal health and well-being, ultimately supporting the global food supply and improving the bond between people and their pets. Their extensive portfolio covers eight core animal species, and they employ over 14,000 people worldwide, ensuring best-in-class customer support and innovation in the animal health space.

In collaboration with Bluecrux, Zoetis embarked on a transformative journey to strengthen their supply chain resilience and enhance customer service, navigating complex challenges through innovative solutions and a customer-centric approach. This project is a key step in Zoetis’ broader plan for digital transformation and future AI readiness.

  • Challenges

    • Unpredictable demand shifts and disruptions due to COVID-19 and geopolitical changes.
    • The need for enhanced cross-functional collaboration to ensure alignment on key performance metrics.
    • Increasing pressure to maintain high levels of customer service despite supply chain disruptions.
    • Limited visibility into long-term supply planning, leading to a reactive rather than proactive approach.
    • Inconsistent processes across different departments, affecting supply chain efficiency and transparency.
  • Solutions

    • Laid the groundwork for a more adaptable supply chain, enabling Zoetis to respond effectively to uncertainty and disruptions.
    • Connected teams across regions and departments, ensuring everyone worked toward the same KPIs.
    • Introduced data and metric-focused processes to guide better operational and strategic decisions throughout the organization.
    • Focused on refining core processes, reducing manual reporting and improving forecast accuracy to ensure Zoetis was operating proactively.
    • Digital solutions were embedded to provide end-to-end visibility, helping Zoetis anticipate and address issues before they impacted customer service.
  • Results

    • Achieved a 32% improvement in plan adherence, reducing the frequency of short-term order changes.
    • Improved forecast accuracy to hit a 70% accuracy target, bringing consistency back to planning processes.
    • Reduced backorders by 80%, significantly improving customer satisfaction.
    • Enhanced supply chain visibility, reducing manual reporting and enabling faster decision-making.

Curious to hear more?

Let’s talk