Vesta Tajhiz Part supplies and services medical equipment. Their technical service department — roughly twenty staff — handled calibration, repairs, and warehouse movements. On paper, it looked like a support function. In reality, it was bleeding money: about 200 million Tomans per year in hidden losses from missed billing, lost certificates, and inventory that nobody could trace.
I was asked to diagnose the department like a standalone business unit. We mapped every workflow, deployed a central business process platform, and connected service jobs directly to accounting and warehouse lot numbers. Within two operational cycles, the same team went paperless and flipped from loss to more than one billion Tomans in net profit.
Technicians filled calibration jobs on paper forms that finance never saw on time. Certificates were typed manually, often with serial number mistakes that invalidated compliance records. Spare parts left the warehouse without consistent lot tracking, so nobody could answer a simple question: "Which customer received this component?"
Managers had no live view of open jobs, overdue calibrations, or billable hours. Revenue leaked because completed work was not invoiced promptly. The department felt busy, but the P&L told a different story — and leadership was ready to cut costs instead of fixing the process.
I began with draw.io flow mapping sessions alongside technicians, warehouse staff, and finance. We documented every handoff — from customer request to certificate delivery to invoice — and marked where paper created delays or data loss.
Next, I deployed a web-based BPMS platform tailored to service tickets, calibration schedules, and parts consumption. Technicians logged jobs on tablets; the system generated calibration certificates automatically from validated device records. Warehouse lot numbers synced to the accounting ERP so each part issue tied to a job ID and a customer contract.
I ran short daily standups during rollout so the team could report friction points immediately. Process design only works in medical services if field staff trust the screen more than the clipboard — so we kept forms minimal and mirrored the language they already used on paper.
- draw.io process maps for service, warehouse, and finance flows
- Custom web BPMS for tickets, SLAs, and technician assignments
- Automated calibration certificate generation from device master data
- Warehouse lot tracking integrated with accounting ERP
- Role dashboards for managers, technicians, and finance
- Paperless document archive for audit and customer requests
The twenty-person team stopped using paper job folders within the first migration phase. Certificate turnaround time shrank because templates pulled serial numbers and standards clauses automatically. Finance began invoicing from closed tickets instead of chasing technicians for handwritten notes.
The financial turnaround was stark: annual losses of 200 million Tomans reversed into more than one billion Tomans in net profit once billable work was captured, parts were traceable, and repeat calibration contracts were visible months ahead. Leadership reframed the unit as a revenue engine — not a cost to tolerate.
Internal service departments often fail quietly because nobody owns the end-to-end workflow. Map the flows first, then digitize the handoffs that lose money. Medical and compliance businesses benefit enormously from certificate automation tied to master data. And warehouse lot numbers are not an inventory detail — they are how you prove revenue integrity to customers and auditors.
The medical service department was losing money (200M Tomans annually) due to paper records and chaotic tracking.
Mapped all business flows on draw.io, deployed a central web BPMS platform, automated calibration certificate printing, and connected warehouse lot numbers directly to accounting ERP.