Maintenance Optimization

Implementing Integration Solutions for Improved Maintenance Operations

A dedicated maintenance partner for Kāinga Ora provides essential property maintenance and repair services across New Zealand, ensuring whānau (families) living in Kāinga Ora properties enjoy safe, warm, dry, and comfortable living environments. Operating nationwide, from Tairāwhiti-Gisborne in the north to Waitaha-Canterbury in the south, the team supports over 7,500 households each year with planned and responsive maintenance services. Focused on delivering fast, reliable maintenance through a national network of local tradespeople, the partnership places a strong emphasis on customer care. The goal is to improve the quality of living for a diverse range of whānau, ensuring they feel truly at home in their Kāinga Ora properties. On call 24/7, every day of the year, the service ensures timely and effective support whenever needed.
Case Study

Challenges

A housing services provider faced significant challenges with their existing external platform, which was being used to manage work orders and maintenance tasks. The platform struggled with issues related to performance, error handling, and integration capabilities. These inefficiencies resulted in delays in managing work orders and negatively impacted overall customer satisfaction.

To address these issues, the organization aimed to transition to Salesforce as the central platform for managing their operations. A robust integration solution was essential to connect Salesforce with the necessary external servers, ensuring seamless data exchange and enhanced functionality.

Secure and Reliable Data Exchange:  Ensure secure data transfer and maintain consistent system availability with uninterrupted performance.
Resilience and Continuity: Minimize downtime with fault-tolerant systems that guarantee business continuity during failures.
Efficient Error Management and Deployment: Enhance error handling for smoother operations and enable faster deployment of updates and new features.
Robust API and Access Management: Implement best practices for API governance and provide controlled access to data and functionality across the platform.

Case Study

Solution

To address the challenges outlined, a robust integration solution was implemented using MuleSoft to connect Salesforce with Kāinga Ora’s backend systems in a secure, reliable, and scalable way.

  • MuleSoft API-Led Connectivity: Reusable APIs were created using MuleSoft’s Anypoint Platform to enable smooth data flow between Salesforce and Kāinga Ora systems. This allowed real-time access to work order data and streamlined the process of updating maintenance tasks.
  • Enhanced Error Handling: Comprehensive error-handling capabilities were incorporated, improving visibility into failed transactions and enabling quicker issue resolution.

  • Security and Access Management: Secure communication between platforms was ensured through best practices for authentication and encryption, along with strict access controls to protect sensitive data.
  • Scalability and Fault Tolerance: The architecture was designed to be highly available and fault-tolerant, reducing potential downtime and ensuring continuous service delivery.

  • Faster Deployment Cycles: The use of MuleSoft enabled quick deployment of updates and fixes, allowing the organization to adapt swiftly to evolving business needs.
  • API Governance: Strong API governance ensured compliance with internal standards and facilitated easy management and monitoring of APIs.

This integration solution delivered the desired levels of connectivity, security, and operational efficiency, enabling a higher standard of service for whānau living in Kāinga Ora properties.

 

 

Case Study

Results

The implementation of the Mulesoft integration solution brought significant benefits, enabling the organization to overcome the limitations of their previous platform while providing tangible improvements in business operations.

 

Improved Operational Efficiency: The seamless integration between Salesforce and the external systems allowed the organization to streamline their work order management process, reducing manual data entry and eliminating inefficiencies. This led to faster response times for maintenance requests and more accurate record-keeping.


Enhanced Customer Satisfaction: With real-time updates and fewer delays in processing work orders, tenants experienced quicker response times and more reliable maintenance services, contributing to higher customer satisfaction.

Increased Security and Reliability: The solution ensured secure data transfers and offered better fault tolerance, reducing the risk of system downtime and ensuring smooth operations around the clock.


Faster Time to Market: The faster deployment cycles enabled by Mulesoft’s platform allowed for quicker implementation of new features and updates, helping the organization stay agile and responsive to business needs.

Improved Error Handling: The robust error-handling capabilities provided real-time insights into issues and enabled quicker resolution, minimizing disruptions in operations and reducing the risk of data inconsistencies.
Scalability for Future Growth: The flexible and scalable integration architecture ensures that the solution can grow with the business, accommodating future expansion and additional integration needs.

Case Study

Technology Stack