Why Onsite IT Support Still Matters: Real-World Lessons from a Pennsylvania Manufacturer

In manufacturing, technology issues don’t just cause inconvenience — they interrupt operations, slow production, and cost money. That’s why small and mid-sized manufacturers need more than just remote support. They need IT that’s integrated into their day-to-day operations.

At KPInterface, we offer a hybrid model of remote and onsite IT support. One of our technicians, Adam, is stationed full-time onsite at Griff Paper and Film, a Pennsylvania-based manufacturer. He acts as an extension of their internal team, while remaining a dedicated KPInterface employee — bringing the best of both worlds to the table.

Here’s what Adam has accomplished for Griff, and why his role demonstrates the lasting value of hands-on support.

1. When Infrastructure Issues Hide in Plain Sight

“When I first arrived, ethernet cables were draped across ceilings, ports weren’t connected, and switches hadn’t been updated in years.”

These problems weren’t obvious from a remote dashboard — but they were impacting productivity daily. As a fully embedded technician, Adam had the time and access to do a complete network audit and overhaul.

He redesigned their infrastructure to:

Eliminate connectivity gaps and dead ports
Replace outdated switches and hardware
Create a modular network layout that’s easier to maintain and scale

Today, Griff’s IT backbone is stronger, more stable, and ready for the future — thanks to someone who’s onsite every day.

2. Integrated Support = Deeper System Insight

“Being there full-time means I understand how their systems work — from production software to server architecture.”

Because Adam is embedded in Griff’s operations, he sees the full picture: how applications function across departments, how users interact with systems, and where inefficiencies live.

This proximity allowed him to:

Identify and decommission redundant servers, saving thousands in power and maintenance
Adjust firewall rules to maintain security without interrupting operations
Support software upgrades with minimal disruption

These aren’t just technical wins — they’re strategic business improvements made possible by ongoing, onsite visibility.

3. Faster Response, Less Downtime

“I don’t need users to explain problems over the phone — I’m already there, seeing it firsthand.”

For manufacturers like Griff, time is money. Production delays caused by IT issues can quickly add up. Adam’s presence onsite means users get real-time support without delay.

He can:

Walk directly to the issue source
Resolve problems in minutes
Ensure fixes don’t create downstream issues

This hands-on approach reduces ticket backlogs, boosts employee confidence, and ensures IT isn’t a bottleneck for production.

4. A True Extension of the Team

Though Adam remains a KPInterface employee, he’s fully embedded at Griff — participating in internal meetings, aligning with their business goals, and proactively recommending improvements.

This co-managed IT relationship offers the client:

The control and familiarity of an internal resource
The scalability and expertise of an external provider
Continuous collaboration without the need to build an in-house department from scratch

Conclusion: IT Support That Thinks Like a Business Partner

Griff Paper and Film’s success with Adam shows what’s possible when IT support is more than reactive helpdesk service. It’s proactive, integrated, and focused on long-term business outcomes.

At KPInterface, we deliver IT services that move beyond technology — into partnership, performance, and progress.

Why Onsite IT Support Still Matters: Real-World Lessons from a Pennsylvania Manufacturer