SWDE
How SWDE strengthened field operations with one unified mobile planning solution
Efficient field operations are essential for any utility provider. When you manage more than 37,000 km of network infrastructure and supply drinking water to 2,5 million residents, you rely on systems that are reliable, fast and easy to use.
This is the daily reality of the Société Wallonne des Eaux (SWDE), Wallonia’s largest water distributor. SWDE is responsible for 65 percent of all water connections in the region, which makes clarity, transparency and public trust central to its mission.
To support this mission, SWDE partnered with SQLI to rethink how planning, mobility and field data come together. The result is a unified mobile field service environment powered by SAP Field Service Management and integrated fully with SAP S/4HANA. More than 500 technicians now use this solution every day.
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A planning environment ready for the future
As SWDE’s operations grew, its digital ecosystem became difficult to maintain:
- Planning relied on SAP MRS, which could not keep up with modern expectations.
- Mobile work depended on SAP Work Manager, a tool that had been heavily customised and was nearing end of support.
- Several systems operated in parallel and created silos between planning, the call centre, the customer portal and the field teams.
With more than 300,000 work orders every year, a wide range of skills and safety constraints, and strict customer time windows, the organisation needed a mobile-first planning experience that was robust, simple to use and ready to grow.
The solution by SQLI
One integrated platform for planners, technicians and customers
SWDE and SQLI set out with one shared goal: replace a fragmented landscape with a single mobile-first platform that supports planners, technicians and customers alike. SAP Field Service Management became the core of this new architecture and now connects SAP S/4HANA with the call centre, the customer portal and more than 500 technicians in the field.
Technicians now work with one intuitive mobile tool. They can view assignments on smartphone or laptop, register time automatically, scan QR codes, capture photos and documents and work online or offline. Navigation, materials management and meter-related tasks are handled within the same interface, which keeps their day moving smoothly.
Planning has become more efficient as well. Boards now support automatic and manual scheduling, drag-and-drop adjustments, skill and location matching, traffic-aware routing and clear AM or PM service windows. Everyone works from the same information, which removes confusion and gives planners full visibility.
Customers also benefit. They can follow appointments through a self-service portal, receive real-time updates and access their service history. Missed visits have dropped significantly and overall satisfaction has increased thanks to clearer communication.
A transformation delivered step by step
The transformation was rolled out in several stages to keep adoption stable and to ensure that every group of users received the right support.
- In 2022, planning went live for Customer Technical Services, followed by mobile tools for EEM and CTS.
- In 2023, Network Maintenance was added with more than 300 new users.
- From 2024 to 2026, SAP S/4HANA Asset Management is being redesigned and additional business units are added to the platform.
This approach helped teams learn, adapt and improve the system with each phase.
The result
Clear improvements across the business
The new environment brings one shared source of truth, streamlined processes and better monitoring of field activity. Logistics, HR and finance flows now connect more naturally with planning.
For IT, the benefits include easier maintenance, native integration with SAP S/4HANA, improved data quality and stronger reporting through SAP Analytics Cloud. Legacy issues have disappeared.
Customers see a more reliable service, faster and more accurate communication and a transparent digital experience.
Efficiency has increased through AI-powered route optimisation, better technician matching, real-time traffic insights and the removal of paper-based processes.
What made the transformation work
Three factors proved essential:
- early involvement of planners and technicians supported strong user adoption.
- change management was continuous instead of a one-off step.
- tight integration with SAP S/4HANA secured system stability and performance.
A clear blueprint, an early demo system, thorough integration testing and preparation for surrounding system updates also played a key role.
Moving forward with confidence
The collaboration between SWDE and SQLI shows how a large, mission-critical organisation can modernise its field operations through a unified digital approach. With SAP FSM at the centre of planning, mobility, customer interaction and backend integration, SWDE now operates with more transparency, efficiency and agility. Customers benefit from a smoother, more predictable service experience. Technicians and planners work with greater clarity. And the organisation gains a digital foundation strong enough to evolve with future needs.
SQLI is proud to stand alongside SWDE on this journey and to help build the next chapter of digital field service in the utilities sector.
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