Stories

Problem

Sage Oil Vac builds complex specialty equipment — lube trucks, oil vac units, custom upfitters. Internally, assembly knowledge lived with individual workers and nowhere else. Externally, when customers called with service questions, there was nothing to point them to. Every answer required a person. Nothing scaled.

• No documented work instructions on the floor Manufacturing SOPs weren’t written down. Process knowledge lived with individual assemblers. When they weren’t available, production slowed.
• Customer service with no reference to share Drew’s team fielded every service call from memory. No guide, no link, no self-serve option for customers in the field with a problem.
• Multiple entities, no shared standard Sage MFG, Sage Oil Vac, Amarillo Tanks, Amarillo Upfitters — four entities, no unified documentation platform, no consistent process baseline.

Why The BPR Sage needed one platform for internal SOPs and customer-facing guides — with a way to connect the physical product directly to the digital documentation, without requiring a phone call.

Solution 1

Joseph Sanchez, a full-time planner at Sage, owns the content programme. He built a Word-to-PDF export workflow, uploaded roughly 50 files independently, and kept building. Work instructions, Owner’s Manuals for paint booths, wash systems, and major equipment lines — all written, structured, and live.

• 100+ BPRs written and live across manufacturing and customer-facing content
• Joseph adopted and scaled the content programme independently
• Owner’s Manuals created for all major equipment lines

Solution 2

Every new Sage Oil Vac unit ships with a standardised QR code sticker. Customers in the field scan it and land directly on the relevant BPR — the right Owner’s Manual, for their exact equipment, with no phone call required.

• QR codes standardised on all new trucks at point of manufacture
• Customers self-serve in the field without calling in
• The BPR becomes part of the product, not just the back office

Solution 3

When customers call Drew’s team, there’s now an answer to point them to. Troubleshooting guide links go out on service calls. The request-to-contact form drives passive user signups.

• Drew’s team sends troubleshooting guide links on service calls
• Request-to-contact form driving passive user acquisition
• AI Search live — queries Sage’s own library, cites the procedure

Solution 4

Sage Oil Vac is putting branded QR stickers on a customer’s lube truck at an industry trade show. The BPR isn’t just how they operate — it’s how they present the product to the market.

• BPR stickers appearing on customer truck at trade show
• Platform now part of how the product is presented, not just serviced
• Documentation became a selling point before a customer even buys

Results

• 100+ BPRs live Work instructions, Owner’s Manuals, and troubleshooting guides — across four entities, built by one planner.
• On every new truck. QR codes Customers self-serve in the field. The manual ships with the product.
• Passive and growing. User acquisition The request-to-contact form converts service callers into registered users without a manual onboarding step.

Closing

The BPR is the knowledge layer between Sage Oil Vac and every customer, technician, and assembler who touches their equipment.

The manual used to live in someone’s head. Now it lives on the truck — scannable, current, and available the moment a customer needs it in the field. On the floor, assemblers follow documented work instructions instead of asking the person next to them. In customer service, Drew’s team sends a link instead of spending 20 minutes on a call. The product got better because the documentation did.