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Flagship Client Story · Workflow Modernization

Enterprise discipline, two-lab scale

A Florida medical equipment repair company — two labs, 39 hospital and clinic customers, a team you could fit around one table. They ran on spreadsheets, email, and paper. We built them the same operational discipline we build for 2,000-user enterprises, sized exactly for them — and $2.9M a year now flows through it.

Client
Florida medical equipment repair company · 2 labs
Engagement
Multi-year, ongoing — design, build & delivery
Before
Spreadsheets, email, and paper
Scope
Orders · device QC · outsourcing · shipping · finance · analytics
$2.89M sales, trailing 12 months
$2.37M profit, visible daily
~3,000 repair orders in the system
39 hospital & clinic customers
~50% of work outsourced — every dollar tracked
The starting point

Small company, enterprise-grade complexity

Repairing flexible scopes and surgical instruments for hospitals isn't simple just because the company is small. Every device needs traceability, inspection evidence, and specification compliance. Half the work routes to outside vendors. Customers include government hospitals. The complexity was enterprise-grade — only the tooling wasn't.

Before
Orders tracked across spreadsheets, inboxes, and paper travelers
Inspection results in handwriting, if anywhere
Outsourced repairs — half the business — followed by memory
No idea what labor actually cost per repair
"How are we doing this month?" — answered by feel
After
One order record from received to invoiced, timeline included
Per-checkpoint QC with pass/fail, initials, photos, and specs
Vendor routing with costs, cut, and status tracked per order
A time clock on every repair — true labor cost per order
Sales, cost, and profit on a live dashboard, by month and lab
What we built

The full repair lifecycle — right-sized, not dumbed down

Everything a device touches lives on one order: intake, inspection, quote, repair (in-house or vendor), outgoing verification, shipping, invoice. The same lifecycle we've built at enterprise scale — proving the playbook fits a small team, too.

Receiveddevice + complaint logged Incoming QCcheckpoint-by-checkpoint Quotefrom findings & contract Repairtimed · parts tracked Outgoing QCfailed → passing, proven Ship & invoicetracked to delivery In-house labs (2) incl. on-site lab at a customer hospital Outsourced to vendors ~50% of orders · costs & cut tracked One platform · device history by serial · every timestamp in one timeline CRM & contracts · shipping w/ live tracking · time clock · finance · analytics · tasks & reminders · admin
Received to invoiced, with in-house and vendor paths on the same record. Diagram recreated for publication.

Devices with biographies

Every scope is tracked by serial number: past repairs, specifications, accessories, complaints, photos. When the same device returns, its whole history is one click away — including the repair that fixed this exact failure last time.

Contracts drive the money

Fixed-rate, on-site daily rate, or time & materials — each customer's contract shapes quoting and invoicing automatically, with documents attached. The same contract-aware pattern we build at enterprise scale.

Shipping that watches itself

Labels print from the platform; a background job polls carrier tracking and updates every shipment's status. Nobody types tracking numbers into a spreadsheet ever again.

Go deeper

Every solution has its own story

Quality & Traceability

Every scope has a biography

Per-checkpoint QC, specs, photos, and service history by serial number.

Read the story → Vendor Management

Half the work is outsourced. None of it is invisible.

1,148 vendor orders — routed, costed, and tracked like in-house work.

Read the story → Costing & Analytics

A small business that knows its numbers

A time clock on every repair, and an owner's dashboard that answers "how are we doing?" daily.

Read the story →
The outcome

Big-company operations, small-company payroll

$2.89M
annual sales flowing through the platform
~3,000
repair orders, each fully documented
82%
gross margin — visible, not guessed
0
spreadsheets running the business
Operational discipline isn't an enterprise luxury. Sized correctly, it's exactly what lets a small company punch far above its weight.
Why we build the same playbook at every scale

Figures read from the live production dashboard (trailing 12 months), July 2026. Client identity withheld under confidentiality; diagrams recreated for publication.

What this means for you

The same work, productized

Mapping a small team's real workflows first — what deserves software, what stays simple, and what pays back fastest at this scale.
→
Operational Intelligence Assessment →
Spreadsheets, email, and paper → one operational platform — orders, QC, vendors, shipping, finance, and analytics, right-sized.
→
Workflow Modernization →
Technology decisions an owner can trust — architecture and priorities handled, without hiring a CTO for a 10-person company.
→
Fractional CTO & Technology Leadership →

Think you're too small for real operational software?

This client thought so too. Enterprise discipline scales down beautifully — when it's built for you, not bought off a shelf.

Book an Operational Intelligence Call