Dutch Maximo User Group

Dutch Maximo User Group

We zijn verheugd om aan te kondigen dat we sinds 1 oktober 2024 opnieuw zijn opgericht als een user group voor en door gebruikers. Wij zijn hier om samen het gebruik van Maximo naar een hoger niveau te tillen. Onze community biedt een open en uitnodigende omgeving waar iedereen welkom is.

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Should Work Orders Start in CRM or EAM? The Blurring Line Between Customer and Asset Workflows

  • 1.  Should Work Orders Start in CRM or EAM? The Blurring Line Between Customer and Asset Workflows

    Posted 2 days ago
    Edited by Manu Nagayach yesterday

    How organizations handle work requests and customer interactions - especially where CRM and EAM systems overlap? Traditionally, IBM Maximo has been the system of record for all work execution - from work requests to detailed work orders, scheduling, and close-out.

    But many organizations today already use CRM platforms (Salesforce, Dynamics 365, ServiceNow, etc.) to manage citizen calls, customer service tickets, or internal service requests.

    One client I worked with asked a bold question:

    "If a Work Order is essentially a more detailed version of a Work Request, why not manage both in the CRM?"

    They decided to extend their CRM with additional fields and workflows - effectively turning it into a light-weight work-order system. Maximo then served as the asset and lifecycle repository, synchronizing key statuses, labor, and cost data back to the enterprise layer.

    This raised some fascinating discussions about:

    • Where the system of record should live for work management

    • How to ensure asset integrity and traceability when CRMs initiate work

    • Whether the future of EAM lies in integration or functional consolidation

    Question for the group:
    How are your organizations handling this boundary?
    Are work requests still initiated in Maximo, or have you moved upstream to CRM or ERP systems for the first touchpoint?



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    Manu Nagayach
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