Success
Stories
Industry: Building Maintenance and Social Housing
“Imagine a customer owning more than 2,000 houses and wanting to know the status at all times. With Wello Solutions, within almost a second, we can tell how many maintenances have been executed.”
Johnny Adam, Operations Manager, Equans BeLux
Company Overview – Equans
Equans maintains technical installations for large social housing portfolios across multiple regions. Their teams service tens of thousands of homes, mainly heating and hot water systems.
In this environment, tenants can contact Equans directly when technical issues occur. Housing corporations rely on Equans to ensure reliable maintenance and fast response across large residential portfolios.
Operating at this scale requires structured coordination, service transparency, and clear documentation across
regions and technician teams.
Operational Reality
Equans struggled to maintain structured visibility and control over high-volume service activity across thousands of homes.
Across three regions, Equans is responsible for nearly
50,000 houses and plans the work of more than 100
technicians daily. This generates thousands of service requests from tenants expecting immediate appointments and clear communication.
Before Wello, service requests were tracked through spreadsheets and manual coordination. As volumes increased, this made it difficult to:
- Know the real-time status of service requests
- Prove that visits had taken place
- Provide customers with a consolidated maintenance overview
- Maintain structured follow-up on open or pending jobs
As operations scaled, transparency and consistency
became harder to guarantee.
Why Wello?
Equans selected Wello as one centralized field service system to replace fragmented tracking methods and introduce structured governance across regions. The objective was to standardize service execution while maintaining responsiveness at scale.
The solution needed to:
Convert tenant calls directly into structured work orders
Provide realtime planning visibility
Ensure documented proof of every intervention
Keep follow-up tasks linked to original requests
Centralize all service data within one system
How wello is used in operations
With Wello, the full service lifecycle — from incoming call to work order completion — is managed inside one structured platform.
Immediate work order creation
When a tenant calls, office teams create and assign a work order instantly. Appointments are scheduled without delay.
Mobile execution and documentation
Technicians receive complete job details on mobile devices and record actions on site using notes, photos, and timestamps.
Proof of visit and traceability
If a tenant is not present, proof of visit is uploaded directly to the work order. Follow-up interventions remain linked to the original case.
Real-time operational visibility
Managers and customers can immediately see completed maintenances, open requests, and job status across thousands of homes.
Controlled material tracking
Material usage is recorded without rigid stock enforcement, maintaining flexibility while preserving accurate service records.
Impact
With Wello, Equans gained structured control over largescale housing maintenance operations.
- More reliable and predictable planning
- Prove that visits had taken place
- Provide customers with a consolidated maintenance overview
- Maintain structured follow-up on open or pending jobs
Maintenance information that previously required manual follow-up is now instantly accessible within one centralized environment.
Key Takeaways
Built for large-scale housing portfolios
Manages service across tens of thousands of homes
One system for complete service lifecycle
Calls, work orders, visits, and follow-ups managed centrally.
Clear digital proof of work
Each intervention documented with time, status, and supporting evidence.
Real-time transparency
Managers and housing corporations see status immediately
Structured execution at scale
Planning and service delivery aligned across multiple regions
