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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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