Create Maximo service requests in seconds, right from WhatsApp with EAM360 Chatbot
In asset-intensive industries, every second counts. Timely issue reporting can be the difference between a quick fix and a costly breakdown. Yet, for years, raising a service request in IBM Maximo meant stepping away from the field, finding a desktop, logging in, and manually entering the details. For many field workers, that wasn’t always practical or fast.
Our solution to overcome this:
At EAM360, we have taken a more user-friendly approach. With our new WhatsApp integration, anyone can raise a service request in Maximo instantly right from their phone, without logging into any app or navigating complex interfaces.
The Evolution: From desktops to mobile apps
Mobile apps have already made life easier for Maximo users. Field personnel could submit requests with a few taps and attach images or videos on the spot. However, even that requires app downloads, logins, and some training, which is not ideal for temporary staff or occasional users.
Enter WhatsApp integration: Reporting made effortless
What if reporting issues in Maximo were as easy as sending a message to a friend?
That is exactly what EAM360 has made possible by integrating WhatsApp with IBM Maximo Application Suite. Now, users can raise service requests directly through WhatsApp without logging into Maximo or installing any app.
Here is how it works:
- The user opens an EAM360 Chatbot on WhatsApp.
- A simple, guided form is opened within the chat to collect all required information.
- Photos and videos can be attached directly from your phone.
- The request is instantly created in IBM Maximo, with all data captured accurately.
Why this matters:
This isn’t just a convenience; it’s a transformation in how field issues are reported.
Faster Reporting: No need to return to a desktop or struggle with app logins. A technician can send a message instantly from the field.
Zero Learning Curve: Everyone knows how to use WhatsApp. There’s no training required, making it ideal for contractors, part-time workers, or support staff.
Better Data, Fewer Delays: The form ensures complete and consistent data collection, reducing back-and-forth and enabling quicker resolutions.
Improved Communication: Users receive real-time acknowledgments and updates about their service request or work order status right in WhatsApp.
Increased Adoption: More users are likely to report issues promptly, which leads to more proactive maintenance and improved asset reliability.
A real-world scenario
Imagine a machine operator hearing a strange noise from equipment. Instead of waiting till shift end or finding a desktop to log a ticket, they simply send a WhatsApp message. Within minutes, a service request is logged in Maximo, and the maintenance team is notified.
Video: https://www.youtube.com/watch?v=XmqznWIg-7M
Once a work order is generated, users can receive the assignment details as a WhatsApp message. Clicking the link takes them straight into the EAM360 mobile app (if installed), where they can begin execution. This makes the experience seamless—from reporting to resolution.
This integration reflects EAM360’s broader vision: to reduce friction in enterprise asset management by making technology work around people, not the other way around. By meeting users where they are, on platforms they use every day, we enable faster action, improved communication, and more effective maintenance practices.
Whether you are in manufacturing, utilities, oil and gas, or any other asset-intensive industry, this integration is a step toward smarter, faster, and more human-friendly maintenance processes.
by Himeetha Baskaran
Himeetha is a marketing lead with 7+ years of experience in product marketing, framing marketing strategies, and content management. She specializes in crafting go-to-market strategies and impactful brand narratives.
