How iDataOne built a SAP-integrated web and mobile field service platform for EMR Global — a 50-year-old transformer equipment manufacturer — connecting back-office data directly to field engineers in real time, while eliminating WhatsApp as the coordination layer.
EMR Global has spent over five decades building precision transformer equipment — On-Load Tap Changers, Motor Drive Units, Smart Breathers and Protective Relays — trusted by power infrastructure projects across multiple countries. Their business runs on SAP: customer records, product information and service history all live there.
As their field operation grew, a critical gap emerged. SAP managed the data. But the coordination between service managers and the 50+ field engineers who actually do the work was happening over WhatsApp — a practical starting point that had reached its limits as ticket volumes and geographic spread increased.
The result was a disconnect between the back office and the field. Engineers had no structured way to receive assignments, update ticket status or close jobs formally. And every update that should have gone back to SAP had to be done manually — introducing delays, errors and gaps in the service record.
iDataOne designed and built a two-layer platform: a web-based portal for service managers, and a React Native mobile app for field engineers. The platform sits between SAP and the field — pulling live customer and product data from SAP when a ticket is created, and writing every field update straight back to SAP in real time when the engineer closes the job.
Beyond the SAP integration, the platform delivers a complete field service operation.
The complete journey — from the moment a service need is identified to the moment SAP reflects the outcome.
The platform removed the gap between back-office data and field operations — SAP is now updated in real time from the field, and field engineers finally have the customer and product context they need to do their jobs well.
Every technology choice served the integration requirement — a platform that could read from SAP, present data cleanly to field teams, and write back without delay or manual intervention.