IBM Maximo allows licensees an unlimited number of requestors – but what does this mean for your organization? It means that you can empower anyone visiting your facility, from staff to visitors, to provide valuable feedback on their customer experience for free.

When users can submit requests quickly and easily from their own smartphones, your team can prioritize, track, and resolve issues faster, leading to a better customer experience and improved public perception of your facility.

To unlock this potential, you need to find the right request tool to pair with your Maximo EAM system to capitalize on this functionality. First, you need to understand the difference between the types of work request tools that integrate with Maximo – native apps and web-based tools.

Native Apps vs. Web-Based Tools: What’s the Difference?

According to UX Magazine, “A native app is one that is built for a specific platform, such as iPhone or Android, using their code libraries and accessing their available hardware features (camera, GPS, etc.). A web-based app, on the other hand, is one that is hosted on the web and accessed from a browser on the mobile device.”

Features & Benefits of Web-Based tools

1. Instant Updates and Zero IT Overhead: Web-based tools don’t require users to download or update apps. Software improvements and bug fixes happen automatically, eliminating maintenance burdens for your IT team.

2. Open Access for All Users: Many request apps only allow authorized Maximo users to submit Requests – a web-based tool can be configured to allow public users who do not have the app to provide the feedback you need to maintain your facility more efficiently.

3. QR Code Integration for Faster Reporting: Leading web-based request tools use QR codes tied to specific assets or locations. This allows anyone to simply scan a QR code, fill out a quick form, and submit the issue directly to Maximo, complete with asset data and location context which improves data accuracy and speeds up resolution times.

Features & Benefits of Native Mobile Apps

1. Performance and Hardware Access: Users can download an app for their smart device from their app store, and the app can then access their available hardware features. The downside being that the process of going to the app store to find the app, downloading it, and then subsequently figuring out how to use said app may be a deterrent for some customers. In Enterprise situations, these apps are usually pushed to users by the IT department.

2. Offline Functionality: Thanks to the fact that the code that runs the app is stored locally on the smart device, native apps tend to be faster and more responsive than their counterparts. The negative being that users are then responsible for managing updates pushed out via the app store for their phone’s particular platform.

This becomes especially cumbersome for the organization relying on the app-based Request tool for data, because their IT team needs to continually monitor for those releases and remind their users and the general public to update their apps.

3. Controlled User Environment: App-based tools are ideal when feedback should only come from internal users. Native apps can run asynchronously, meaning dynamic information can be stored locally on the phone temporarily and synchronized with the central web-based server later. While recent technologies and features (such as those in HTML5) will allow for this to also be done in a web-based environment, native apps are still ahead of web-based ones on this front.

Is a Web-Based or App-based Request Tool Best for your Organization?

This answer depends on whose feedback you are looking for. If your organization wants to limit requestors to only those people inside your organization, an app may be best. If you select an app-based request tool you will have to work with your IT department to set up your users, configure to specific platforms, and remind requestors to download updates from their respective app store.

If, on the other hand, you are looking for a work request tool that capitalizes on your ability to allow anyone to submit a Maximo work request free of charge, a web-based tool may be best for your organization. If your goal is to simplify the work request process for everyone involved, from your IT department, to your Maximo users, to the general public using your facility, you will want to seek out a web-based Request tool that allows anyone with a smart device to scan a QR code which is linked to Maximo asset data to quickly provide your technicians with the data they need to locate and resolve issues.

 Why Teams Love ATLAS
+ Native to Maximo / MAS / ESAM
+ Visualize assets on GIS maps
+ Designed by Techs for Techs, Admin-friendly: No Coding Needed
+ Cuts downtime & improves visibility

 ATLAS Request – Submit in Seconds
+ QR Code or Map Access: Scan to instantly tag where the issue is.
+ Photo + Guided Forms: Snap a picture, follow simple prompts.
+ No App or Login: Anyone can submit a request—no install, no fuss.
+ Duplicates Filtered: Keep your queue clean and avoid repeats.

 ATLAS Fix/Inspect – Built for the Field
+ Offline Mode: Keep working even without a signal.
+ Voice-to-Text: Hands-free updates—just speak.
+ Checklists + Photos: Ensure clarity and compliance.
+ On-the-Spot Work Orders: Create and assign follow-ups instantly.

 To learn more about how you can streamline and enhance your facility management, download the Fact Sheet! 

 Book a demo today, Click here! 

1. How did you come to do what you do? Was this a lifelong goal?
From a young age, I’ve always been fascinated with the way things work – especially in the realm of technology. This led me to taking programming classes in high school where I discovered my passion for this field. My time at college reinforced this interest, I majored in computer science where I was able to increase my technical skills and knowledge base. While I didn’t always know this would be my career, my combined curiosity and educational experiences made it a clear choice by the time I graduated.

2. What motivates you every day?
What motivates me is the problem-solving nature of my work, the satisfaction of turning abstract ideas into real, tangible solutions. Knowing that the work I do can make it easier for someone else to do their job is also truly motivating. Additionally, the ever-evolving nature of this field keeps me engaged and eager to learn more.

3. What are your favorite types of projects to work on?
My favorite projects to work on are the ones where I learn something new. I enjoy being able to put a new tool in my arsenal. I also enjoy projects where we can simplify or automate a manual process.

4. What is the best career lesson you’ve learned so far?
An important lesson I’ve learned both in my professional and my personal life is to just do it. So often we are hesitant to do something in fear of doing it wrong or messing something up, but the reality is there’s virtually no mess that can’t be cleaned up. The more you go for it, regardless of what it is, the closer you’ll be to accomplishing your goals.

5. Outside of work, what do you like to do for fun?
Outside of work, I enjoy spending quality time with friends and family. I also enjoy staying active as much as I can through things like basketball, yoga, swimming, and rock-climbing.

1. How did you come to do what you do? Was this a lifelong goal?
I started right out of school in the pharmaceutical industry doing system testing, then moved to the semi-conductor/wireless Chip Industry. Relocating from San Diego to Houston required me to reinvent myself professionally and actively seek opportunities to further develop my skillsets. That lead me to Business Analysis and applying my organizational and testing skills as a Project Manager.

2. What motivates you every day?
I enjoy learning new products and skills. The only constant is change and learning prepares me to embrace it and continue to grow both personally and professionally. My current role allows me to directly contribute to the success of my team and the greater organization.

3. What are your favorite types of projects to work on?
My favorite projects are those where the expectations and requirements are well defined, and everyone is pulling in the same direction. This allows for a clear sense of direction and purpose, efficient and effective collaboration and less time spent dealing with strife and conflict. Additionally, when everyone is aligned and working towards a common goal, it fosters a positive and productive work environment.

4. What is the best career lesson you’ve learned so far?
Having a “Can Do” attitude is essential, and never being afraid to roll up my sleeves and learn new skills. This allows me the flexibility to not be tied to a single industry. It also allows me to approach new challenges, opportunities and experiences that lead to personal and professional growth.

5. What do you enjoy most about working at EDI?
I enjoy learning new skills and solving problems. EDI is in the unique position of providing solutions in the Enterprise Asset Management across several industry verticals. The teams at EDI are passionate about success and enhancing our product offerings; continuously improving efficiency and exceeding our customer’s experience.

6. Outside of work, what do you like to do for fun?
I enjoy traveling and learning about different cultures. I also enjoy spending time outdoors with my Border Collies.

EDI and Arora Engineers (Arora) are pleased to welcome Paul (Paulie) Thielen as Development Director, Enterprise Asset Management.

Paulie brings 30 years of Enterprise Resource Planning (ERP) and Enterprise Asset Management (EAM) expertise in regulated industries and Governments. Paulie is the consummate customer advocate and problem solver who has delivered award-winning, efficient, and affordable client solutions across numerous verticals including Federal Agencies, the Department of Defense, Government-owned utilities, and the Aviation industry.

Paulie earned a Bachelor of Science degree at Christopher Newport University upon his meritorious Commissioning as a US Naval Officer. He maintained a stellar career as a Submarine Assistant Navigator and advanced his practical application of global command. He has experience in control and computing systems becoming a recognized expert in enterprise computing, environmental, and regulatory compliance as applied in Enterprise Asset Management. His civilian roles have advanced from IT Infrastructure Principals with IBM Corporation to DoD Corporate Compliance, Relationship and Business Capture management, and now his specialization in reliability and sustainability.

A globally recognized expert in sustainability, reliability-centered maintenance, and compliance, he will apply these best practices across all of Arora and EDI’s EAM solutions. In his new role, Paulie will lead business development, proposal, product development and client management efforts for Asset Management services including our Arora ATLAS suite of Mobile solutions across our numerous current market sector clients, as well as championing our expansion into new ones. 

“My passion is my client/partner’s passion, applying our robust toolset to make them more successful, efficient and sustainable is my joy.” Says Paulie.

We look forward to working with Paulie to continually improve our operations and quality, deliver for our clients, and continue our growth.

Arora Engineers (Arora) and its subsidiary company EDI were recently featured in the January 2023 issue of Passenger Terminal World Magazine. Our team of asset data experts compiled their top considerations for the implementation of IT for Airports looking to accelerate digital transformation and optimize operations. Overall, the most important thing for airports to consider is that technology alone is rarely ever the full solution. Our experts advise that organizations need to look at the underlying business processes associated with the new technology to allow the investment to thrive.

Check out our tips to help your organizations accelerate digital transformations and optimize operations:

1. Start with an audit of the data you are already collecting. Organizations should look to see if your organization utilizes robust enterprise asset management (EAM) software and/or collect geographic information system (GIS)/building information model (BIM)/asset data. To leverage the technologies necessary to optimize your operations and asset management, you need to start with an accurate, complete virtual representation of your physical facilities and systems.

2. Establish clear operational and reliability goals. Make clear what the priorities of the functions are you are trying to optimize, such as public safety, customer satisfaction, cost per take-off, etc. It is also key to define which critical systems have the greatest effect on those measures (airfield, baggage handling, HVAC, etc. By establishing these goals, you can lay the foundation and prioritize a roadmap for what you need to get in place for both immediate impact and continuous improvement.

3. Invest in your foundational data. Save time and money by establishing data interoperability standards that de-silo your data in the capital development phase. This will allow it to be used and deployed by multiple departments and advanced enterprise systems (enterprise resource planning, building management system, EAM, GIS, digital twin, predictive maintenance, augmented reality/virtual reality, etc). From there, you can carry these data standards throughout the lifecycle of your facility to ensure the technologies achieve the desired outcomes.

4. Maximize the value and efficiency of your assets by implementing an easy-to-use mobile solution like Arora ATLAS. This is an excellent tool for your technicians who are in the field performing and recording critical maintenance activities and inspections on the go. This data helps reduce operational expenses, streamline a single business process across all departments and improve the experience of technicians and airport guests alike.

Arora’s Enterprise Solutions Group specializes in business process consulting, the most essential element of any innovative technology deployment, to help its clients figure out how they will use the new technology and data collected to improve passenger experience outcomes. Contact us today to learn more!

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