Meet the Manufacturer:
A global manufacturing company based in southern New England employs 650 people across multiple locations. Every day, their 500 field technicians tackle complex equipment challenges in remote locations. Meanwhile, warehouse teams keep operations moving, and back-office staff coordinate the intricate dance of modern manufacturing. Innovation drives everything they do—from the advanced technology they manufacture to the continuous improvement processes that keep them competitive.
But even the most innovative manufacturers face fundamental operational challenges. This company needed to keep their distributed workforce equipped with accurate, up-to-date technical documentation. The problem was both inconvenient and expensive. Equipment downtime meant lost production, and technicians without proper documentation couldn't troubleshoot effectively in the field.
Daily Detour: Outdated Documentation
The company's field service operations ran into constant roadblocks. Technicians needed current documentation to maintain and troubleshoot complex manufacturing equipment, but accessing the right information proved nearly impossible.
"We needed to get up-to-date documentation to our shop floor and field service employees as well as make sure it was accurate and up to date at all times," said John*, the company's continuous improvement manager.
Field teams worked in locations where Wi-Fi was rare. Even with mobile hotspots, connectivity was unreliable. Technicians often drove 30 minutes just to find cell service when they needed to access critical documentation. These delays added up to significant equipment downtime.
The Solution: Laserfiche Document Version Control
The manufacturer partnered with MCCi to implement Laserfiche, a comprehensive document management and business process automation platform. MCCi built a custom workflow that pushes documentation to a cloud service with smart tagging. The system monitors updates automatically. Even more importantly, the team created a custom integration that updates information locally on technician laptops. Now, they have access even without internet connectivity.
The Results: $500,000+ Annual Savings
The impact was immediate and measurable. Within the first four months, the new system reduced equipment downtime by 8%—directly attributable to technicians having instant access to troubleshooting documentation in the field.
That 8% reduction translated to $110,000-$120,000 in savings in the first four months. Over a full year, the savings exceeded half a million dollars.
Getting the Help You Need: ‘MCCi Has Outstanding Support’
John offered advice for those wanting to implement Laserfiche: “It is so easy to do the development. From a quick meeting with my stakeholders, I can develop what they’re looking for really quickly and easily,” John stressed. “Just get it out there. It’s not going to be perfect and you’re going to improve on it, but just get the functionality there. Don’t let best be the enemy of better. MCCi has outstanding support if you need it, so use the resources you have available.”
Downtime is critical for manufacturers
“The technology we use is not cheap to operate. We manufacture it ourselves, and we operate it ourselves, so downtime is a critical factor for us,” said John*, the company's continuous improvement manager.
*Client name changed for confidentiality purposes.