Halving resolution time without adding headcount

BTT Engineering (BEng) delivers technical projects where answers are buried in drawings, specifications and years of prior correspondence. Finding them was the bottleneck. Moterra removed it without adding a single hire.

At BEng, answering a technical query meant searching drawings, specifications and years of email history, often by asking whoever had been there longest. That put a small number of senior engineers on the critical path for routine questions, and made resolution time unpredictable. Every new hire took months to become self-sufficient.

Keyword search across the file server returned too much and ranked it badly. Public AI tools were not an option because the material is commercially sensitive and client-specific. Attempts to solve it with process - better folder conventions, a wiki - depended on people maintaining them, and did not survive contact with project deadlines.

Moterra deployed a private environment inside BEng’s own cloud, with the Internal Knowledge Assistant connected to their existing document repositories so answers are grounded in their own material and respect existing permissions. The AI Data Analyst was added for operational reporting. Moterra handled setup, MDM packaging and training, and the team was working in it in under two weeks.

Technical queries now resolve in roughly half the time, and cost per case fell because less senior time is consumed per query. Newer engineers answer questions themselves instead of queueing behind the same few colleagues, which was the outcome BEng cared about most.

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