Find out how South West Water are using the WorkMobile non-coding toolkit to build an end-end mobile and back-office solution to manage asset maintenance and repair requests from the field enabling them to increase their first time fix rates.
Introduction:
South West Water (SWW) tackled the challenge of creating a reactive asset maintenance and repair management system using the WorkMobile no-code/low-code platform. By empowering their internal teams to build and iterate solutions without the need for extensive IT resources, SWW transformed their repair request process, achieving greater efficiency, real-time visibility, and improved performance metrics.
This case study highlights how IT professionals can benefit from integrating no-code/low-code platforms into their technology stack, enabling rapid development, enhanced collaboration, and better resource allocation.
The IT Challenge:
SWW needed a solution to streamline the maintenance and repair process for their extensive MEICA assets (Mechanical, Electrical, Instrumentation, Control, and Automation). The existing system presented several challenges:
Lack of real-time visibility into repair requests.
Inefficient prioritisation processes, often leading to delays and extended MTTR (mean time to repair).
Inconsistent data quality, which complicated decision-making and asset management.
Limited ability for team members to contribute to workflow improvements without dedicated IT support.
SWW sought a system that could be rapidly developed and deployed, while remaining flexible enough to adapt to evolving business requirements.
The No-Code/Low-Code Solution:
1. Empowering Business Analysts with WorkMobile
Using the WorkMobile no-code/low-code platform, SWW’s business analysts developed an end-to-end mobile and back-office solution without requiring complex coding expertise.
This included:
Mobile App Creation: The intuitive form builder allowed teams to design an app enabling field workers to identify assets, update records, and capture essential data like videos and photos. The app incorporated dynamic business logic to automatically prioritise repair requests based on pre-defined rules. This eliminated ambiguity ensuring that genuinely critical repairs were addressed promptly.
Portal Development: Analysts used the Portal Builder to create a web-based dashboard for real-time tracking and management of repair requests. Features included region-specific categorisation, review workflows, and automated authorisation or rejection processes. Approved requests were automatically routed to the appropriate teams, reducing manual intervention and speeding up response times.
Key Benefits for IT Teams
1. Accelerated Development Cycles with ‘Citizen Developers’
Using WorkMobile, empowered non-technical users to create functional apps and portals, freeing IT teams to focus on more complex challenges. In this case, SWW’s analysts delivered a robust solution faster than traditional development methods would allow.
2. Real-Time Visibility and Data Management
With the new solution, SWW gained real-time insight into repair workflows, from submission to completion. This not only improved operational oversight but also enriched asset data, aiding long-term planning and predictive maintenance strategies.
3. Adaptability and Scalability
The WorkMobile platform’s flexibility allowed SWW to iterate and adapt the solution in-house as requirements evolved, without waiting on external developers.
4. Enhanced Collaboration Across Teams
By empowering business users to lead solution development, IT teams were able to foster greater collaboration, ensuring the final product aligned with operational needs while maintaining technical robustness.
Conclusions
From a business perspective, the solution contributed to numerous key performance improvements including:
Higher first-time fix rates due to better data quality and prioritisation.
Reduced MTTR through streamlined workflows and proactive decision-making.
Enhanced asset uptime thanks to improved tracking and maintenance processes.
This case demonstrates how no-code/low-code platforms like WorkMobile can be a game-changer for IT teams. By shifting routine development tasks to empowered business users, IT professionals can focus on strategic initiatives while delivering flexible, scalable solutions quickly.
For SWW, the adoption of a no-code/low-code approach not only streamlined their reactive maintenance processes but also fostered a culture of innovation and collaboration across the organisation. IT professionals looking to optimise workflows and deliver value faster should consider integrating no-code/low-code tools into their technology stack.