Customer story
Getting maintenance out of the group chat
Faults arrived by WhatsApp message and email thread. Nobody could say reliably what was outstanding, who owned it, or whether it had actually been done. Today every fault is logged, owned and reportable — and the reporting is now driving decisions the team could not make before.
The problem was never the repair
Reporting a fault was easy. A message in the group, maybe a photo. What happened next was the problem — and it broke in three places at once.
Nobody owned anything
A fault posted to a group of twelve people belongs to none of them. Without an assignee and a due date, jobs were picked up by whoever happened to be reading, or by nobody at all — and there was no moment at which anyone noticed the difference.
Nothing could be tracked
Once a message scrolled out of view it was gone. Chasing a job meant scrolling back through a chat or searching an inbox, and the answer was usually a guess. Faults were routinely reported twice, and some were never closed at all.
There was nothing to report on
Chat threads and inboxes are not data. There was no way to ask which equipment failed most often, which sites raised the most work, or how long anything took — so decisions about spend and priorities were made on instinct and recollection.
What changed
The team kept reporting faults from their phones. The difference is what the system does with a fault once it arrives.
- Every fault gets an owner and a due date at the moment it is raised, and it stays visible until it is closed.
- Work is tracked against the asset and the site, so the history of a piece of equipment travels with it rather than living in someone’s memory.
- The record builds itself. Photos, notes and timestamps are captured as the job is done, so the evidence exists without anyone writing it up afterwards.
The reporting turned into decisions
The largest change was not the day-to-day tidiness — it was having a year of maintenance history that could actually be queried. Patterns that were invisible in a chat thread became obvious in a report, and the team has made significant operational changes off the back of them.
“The reporting is the part we did not expect. We can see which equipment keeps failing and at which sites — and we have changed how we buy and service it because of that.”
See it running on your sites
Fifteen minutes with someone who knows operations.