Success
Stories
Industry: Machine Manufacturing and Water Treatment
“We wanted to connect our field technicians and office teams through one solution, with the same customer and equipment information for everyone.”
Inge van Dijk, IT Coordinator, Veolia Water
Overview
Veolia Water provides products and services for the purification of process water and wastewater. In the Netherlands, the company manages approximately 2,500 service agreements.
Its customers operate in critical environments including industry, public infrastructure, maritime and offshore sectors, and laboratories. In these environments, response speed and service precision directly impact operational continuity.
Reliable coordination between field and office teams is essential
Operational Reality
Veolia struggled to maintain structured coordination and aligned communication between office and field teams.
With 20 service technicians handling between one and six jobs per day, operational clarity is critical.
Before Wello:
- Communication relied heavily on phone calls
- Field and office did not always share the same information
- Misunderstandings occurred
- Response times were longer than expected
- Teams operated as separate units
As service expectations increased, this model became inefficient and difficult to scale.
Operational demand was growing. Internal alignment needed to improve.
Why Wello?
Veolia selected Wello Solutions as one centralized field service platform to connect planning, execution, and customer information. The objective was clear: operate as one connected service organization — within one system.
Wello had to:
Reduce dependency on phone-based coordination
Ensure shared real-time visibility for all teams
Provide structured job and technician status tracking
Enable faster and more predictable service coordination
How wello is used in operations
With Wello, planning, dispatching, and execution are centralized inside one structured platform.
Real-time planning and visibility
Planners see job status, travel times, and technician locations in real time.
Mobile execution
Technicians receive work orders on mobile devices and follow structured work instructions.
Part availability control
Before starting their day, technicians verify required parts availability, reducing unnecessary return visits.
One shared environment
Office and field teams operate using the same customer and equipment data, eliminating information gaps.
Impact
With Wello, Veolia achieved measurable operational
improvements
- Mean Time to Repair reduced from 4 days to 1 day
- Second interventions reduced by 27%
- First-time fix rate increased
- Planning became more predictable
- Communication gaps between office and field were eliminated
Service coordination that was previously fragmented is now aligned and structured across the organization.
Key Takeaways
One system connecting office and field
Shared real-time information across teams.
Faster repair cycles
Significant reduction in Mean Time to Repair.
Higher first-time fix rate
Improved preparation reduces repeat visits.
Improved coordination
Reduced phone dependency and operational friction.
Built for critical service environments
Supports high service expectations and continuity requirements.
