INCAS Control
Helping a family business grow in a blue collar world, reducing manual effort to focus more on the customer.
Jul 27, 2025
CLIENT
INCAS
CLIENT
INCAS
CLIENT
INCAS
Role
Operational Experience Consultant
Role
Operational Experience Consultant
Role
Operational Experience Consultant
Service
Service Design, CX, UX Design
Service
Service Design, CX, UX Design
Service
Service Design, CX, UX Design
Humble Beginnings
Humble Beginnings
Humble Beginnings
Problem
A small business in Control Automation (Manufacturing) struggles to retain customers and often loses out to the bigger players in the market.
Some front-house and back-house processes are not aligning upon initial discovery, resulting in wasted effort and financial losses for the business.
My play
Designed and collaborated with the Director on a Value Proposition canvas to determine how INCAS could position itself differently from its competitors.
Designed a customer journey hex map and a blueprint to align the front-house and back-house processes and highlight gaps and opportunities for the business to tackle.
Analysed and optimised these processes, resulting in a reduction of effort and human error, and also saving the business 7% in costs annually.
Extra findings
Through research and analysis of the market, we have determined that the business needs to pivot into new industries and markets, which has led to new contracts and discussions with new vendors outside of the current client list.
Alignment of the processes has freed up time for the Director to focus on client relationships and project coordination. August has peaked in upcoming work.
The setup for a ChatGPT troubleshoot agent and initial pilot, test, and launch found that we could reduce resolution time by almost 93% with 95% accuracy.
Problem
A small business in Control Automation (Manufacturing) struggles to retain customers and often loses out to the bigger players in the market.
Some front-house and back-house processes are not aligning upon initial discovery, resulting in wasted effort and financial losses for the business.
My play
Designed and collaborated with the Director on a Value Proposition canvas to determine how INCAS could position itself differently from its competitors.
Designed a customer journey hex map and a blueprint to align the front-house and back-house processes and highlight gaps and opportunities for the business to tackle.
Analysed and optimised these processes, resulting in a reduction of effort and human error, and also saving the business 7% in costs annually.
Extra findings
Through research and analysis of the market, we have determined that the business needs to pivot into new industries and markets, which has led to new contracts and discussions with new vendors outside of the current client list.
Alignment of the processes has freed up time for the Director to focus on client relationships and project coordination. August has peaked in upcoming work.
The setup for a ChatGPT troubleshoot agent and initial pilot, test, and launch found that we could reduce resolution time by almost 93% with 95% accuracy.
Problem
A small business in Control Automation (Manufacturing) struggles to retain customers and often loses out to the bigger players in the market.
Some front-house and back-house processes are not aligning upon initial discovery, resulting in wasted effort and financial losses for the business.
My play
Designed and collaborated with the Director on a Value Proposition canvas to determine how INCAS could position itself differently from its competitors.
Designed a customer journey hex map and a blueprint to align the front-house and back-house processes and highlight gaps and opportunities for the business to tackle.
Analysed and optimised these processes, resulting in a reduction of effort and human error, and also saving the business 7% in costs annually.
Extra findings
Through research and analysis of the market, we have determined that the business needs to pivot into new industries and markets, which has led to new contracts and discussions with new vendors outside of the current client list.
Alignment of the processes has freed up time for the Director to focus on client relationships and project coordination. August has peaked in upcoming work.
The setup for a ChatGPT troubleshoot agent and initial pilot, test, and launch found that we could reduce resolution time by almost 93% with 95% accuracy.
Solutions and Impact
Solutions and Impact
Solutions and Impact
Impact
My role now consists of strategic decisions for the business. Within the last two months, I have directed the adoption of more automation processes for administrative duties. Part of this process involved consolidating and migrating our existing systems to Microsoft 365 and setting up a SharePoint that both domains can access and share easily. I cut transfer time from 30 minutes to less than 30 seconds.
I regularly meet with clients to discuss ways to optimize their machinery and allow for INCAS to better service and enhance their experience with us. A part of this strategy is to capture benchmark metrics vs future metrics so that a business can see the ROI of the changes INCAS has made. Allowing INCAS to tell a better story to clients through evidence and numbers rather than hearsay.
The Future
I am hopeful about the future at INCAS and see the business grow. The next step is to tackle retention and contracts with existing clients.
Impact
My role now consists of strategic decisions for the business. Within the last two months, I have directed the adoption of more automation processes for administrative duties. Part of this process involved consolidating and migrating our existing systems to Microsoft 365 and setting up a SharePoint that both domains can access and share easily. I cut transfer time from 30 minutes to less than 30 seconds.
I regularly meet with clients to discuss ways to optimize their machinery and allow for INCAS to better service and enhance their experience with us. A part of this strategy is to capture benchmark metrics vs future metrics so that a business can see the ROI of the changes INCAS has made. Allowing INCAS to tell a better story to clients through evidence and numbers rather than hearsay.
The Future
I am hopeful about the future at INCAS and see the business grow. The next step is to tackle retention and contracts with existing clients.
Impact
My role now consists of strategic decisions for the business. Within the last two months, I have directed the adoption of more automation processes for administrative duties. Part of this process involved consolidating and migrating our existing systems to Microsoft 365 and setting up a SharePoint that both domains can access and share easily. I cut transfer time from 30 minutes to less than 30 seconds.
I regularly meet with clients to discuss ways to optimize their machinery and allow for INCAS to better service and enhance their experience with us. A part of this strategy is to capture benchmark metrics vs future metrics so that a business can see the ROI of the changes INCAS has made. Allowing INCAS to tell a better story to clients through evidence and numbers rather than hearsay.
The Future
I am hopeful about the future at INCAS and see the business grow. The next step is to tackle retention and contracts with existing clients.
