HQ
US
Revenue
$50M – $100M
Employees
150 – 300
Industry
Manufacturer
Customer profile:
The customer relied on Fourth Shift to run daily manufacturing operations. Over time, the system had been heavily customized to match real shop-floor workflows, reporting needs, and inventory processes. It operated in a Windows-based environment tightly coupled to production.
The challenge wasn’t Fourth Shift itself — it was support depth and continuity. Highly customized Fourth Shift environments don’t respond well to rotating resources or generic troubleshooting, especially when problems affect live production.
Aqil provided dedicated Fourth Shift support that fit how the customer already worked. The same senior engineers supported the system over time, learning the customizations and workflows instead of relearning them on every call. Problems were handled by people who knew the environment, not by whoever happened to be next in a queue.
Issues were handled with an operations-first mindset: restore production flow quickly, then address root cause within the context of the customer’s environment.
What changed:
- Faster resolution of production-impacting issues
- Fewer disruptions caused by misunderstood customizations
- Reduced reliance on internal staff during live operations
Fourth Shift remained in place. What changed was having support that understood how the system was actually used on the floor.
