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On Key EAM is Mey's preferred EAM system

On Key takes food processing manufacturer’s after-sales service to new heights

“Having a trustworthy single view on our installed base is important to develop, sell and deliver after-sales services. With Pragma as a partner, we have implemented procedures and supporting tools like On Key to allow us to professionally and effectively serve our customers on all levels.”

Mesut Özdogan, Head of Services

Key challenges

Meyn’s ambition to grow its advanced services offering, built around service contracts and proactive support, was constrained by several operational challenges.

Maintaining a reliable, consolidated view of the installed base —including “as-maintained” structures, revision history, and data spread across multiple ERP systems.
Enabling quick, accurate service costing that reflects asset condition, scope, and operational context.
Developing accurate, risk-based maintenance plansthat align with equipment usage and service contract terms.
Addressing gaps in installed base and maintenance plan visibility for third-party assets included in service scope.

Our engagement

Our partnership with Meyn began in 2006 and continues as a long-term collaboration focused on strengthening their after-sales business.

Key areas of support included:

Conducting an Asset Management Improvement Plan(AMIP) assessment, which informed the business process design.
Deploying On Key EAMS as a global information system built to manage the installed base and maintenance processes.
Delivering critical softwareintegrationsbetween On Key and ERP systems, ensuring a unified view of the installed base and seamless operational data flow.
Developing a custom Advanced Maintenance Planning tool, enabling Meyn to quickly build accurate, risk-based maintenance plans tailored to customer contracts and equipment conditions.

Value add

The partnership enabled Meyn to transform its after-sales business into a scalable, profitable advanced services operation. A central outcome was a single, trustworthy view of the installed base, which became the foundation for efficient service costing, accurate maintenance planning, and reliable contract delivery.

Key results include:

Established a fully operational after-sales division, including improved support for regional offices.
Reduced service costing leadtime to under eight hours, enabling faster, more accurate service proposals.
Ability to project spare part sales per customer or region and benchmark against actual sales, improving commercial insights.
100% delivery of profitable service contracts, supported by accurate data and standardisedprocesses.
Achieved a >90% service contract retention rate, reflecting strong customer satisfaction.
Sustained after-sales revenue growth of over 6% annually, alongside improved profitability and service levels.
Evolved the service offering from a Basic Maintenance Concept to an Advanced Maintenance Concept, enabling long-term scalability and business growth.

Client background

Meyn is a global OEM in the food processing industry, serving customers in 100+ countries with high-performance equipment and advanced services offering. With an extensive installed base, their solutions enable clients to maximisecapacity, efficiency, and uptime.
Advanced services are a core part of Meyn’s value proposition. They offer tailored agreements —including inspection, parts-only, and full maintenance contracts —designed to optimiseequipment performance over its lifecycle. Dedicated contract managers oversee execution and reporting to ensure service consistency at scale.
Meyn combines maintenance planning with a global network of over 130 engineers across 20+ countries. The Meyn360 digital portal provides real-time access to parts, manuals, inventory, and service history, enabling efficient, data-driven service delivery alongside their equipment offering.

Luxury resort in Macau, China makes the switch to On Key EAM

Dive into the transformation ignited by On Key at two illustrious, five-star havens in China. Confronted with the mammoth task of curating an unparalleled guest experience and managing a large contingent of maintenance and housekeeping staff, the client hungered for streamlined workflows, turbocharged efficiency and unwavering compliance. The transition unfurled seamlessly through tailored On Key EAM configurations, translating its interface into Chinese and orchestrating integrated solutions.

“With On Key’s enhanced functionality and configuration attributes, we have elevated our ability to deliver on our brand promise. Running a top-tier maintenance operation, On Key helps us enhance the guest experience, ensuring our guests enjoy a truly exceptional stay at our resorts.”
– Ignus Zietsman, On Key Business Area Manager –

Key challenges

As two prestigious five-star luxury resorts in China, delivering an exceptional guest experience is paramount for this client. However, effectively managing a large workforce of maintenance and housekeeping staff, coordinating communication, tracking work requirements, and utilising data proved to be a significant challenge and administrative burden.

To address these challenges, the client sought a maintenance management system partner who could understand their unique needs, configure a system aligned with their brand promise, streamline facilities management workflows, boost efficiency, and ensure compliance.

During the transition from Maximo to On Key EAM, the dedicated On Key team focused on deploying seamless integration solutions and facilitating staff adoption through effective change management processes.

Our intervention

Customised configuration of On Key EAM to match client requirements, including operations roles, user profiles, and dashboards.
Full translation of On Key EAM’s front end and its applications to Chinese.
Configuration of On Key EAM and its applications to match the client’s business processes.
Launched a train-the-trainer programme for effective knowledge transfer.
Customisation and deployment of the On Key Work Portal and Field Engineering application.
Deployment of On Key Insights, our business intelligence (BI) platform and end-user training.
Development of integration solutions to enhance efficiency.
Configuration of Zabbix, an enterprise-class open-source solution, for server health monitoring, early detection of performance issues and automatic IT notifications.

Value add

The client now enjoys an integrated, paperless maintenance operation with streamlined workflows, enhanced efficiency, improved accuracy and reduced costs for managing maintenance processes.
Established a centralised electronic asset register for more efficient physical asset management, accurate tracking, improved financial management, enhanced security, compliance and streamlined collaboration within an organisation.
All unplanned or reactive maintenance and housekeeping-related work orders (system generated and work identified by housekeeping staff) are automatically allocated to relevant resources based on availability.
Enabled maintenance and housekeeping resources to provide realtime feedback conveniently through the On Key Field Engineering app, ensuring accurate and relevant information for enhanced data accuracy.
Implemented a comprehensive business intelligence reporting platform, On Key Insights, to analyse and visualise data, gain valuable insights, make data-driven decisions and improve the maintenance function’s overall performance.
All planning processes are automated, streamlining the entire maintenance and housekeeping function and freeing up personnel for other work.
Accessing On Key’s front end and applications in Chinese facilitates effective communication, understanding and utilisation of the system.

Client background

Our client owns two luxurious hotel and casino resorts in Macau, China. They offer 2,716 elegant rooms, suites, villas and a vast casino space measuring 62,800m2. Additionally, there are 28 dining options, 6,300m2 of meeting and convention facilities, 15,000m2 of designer retail space, spas, salons, a remarkable art collection and other attractions.

The client boasts a large in-house maintenance team comprising 2,000 engineers, technicians and housekeeping staff. Impressed by the enhanced functionality and configurability, the client transitioned from a an industry-established maintenance management system they had used for several years to On Key.

Case Study | Tetra Pak® Packaging Solutions | 158% Increase in Maintenance Plans Updates using On Key EAM

“Pragma, with its expertise and technology in asset and maintenance management, is a key strategic partner for Tetra Pak® Maintenance Services. We have built a strong partnership with them over many years and value their input on a day-to-day basis.
Peter Sundin, Manager Maintenance Management, Tetra Pak® Technical Service

Key challenges

The food processing and packaging industry is constantly pressured to reduce costs and increase productivity. Tetra Pak® has been the industry leader for many decades and needs to continually adapt to remain in this position.

As a company that operates in more than 170 countries, global operational challenges are plentiful:

Different languages and cultures in regional offices and customers.
Unique operating conditions.
Field service work execution in all markets
Diverse skill levels of engineers, contractors and customers.
Growing equipment platforms installed base and increase in technological complexity.

Accurate information management has become mandatory for successful service delivery.

Our intervention

Tetra Pak® chose the On Key EAM system as the primary business application for its Maintenance Management operations.

The Pragma project team: led the design of the system configuration and data population process; participated in the Asset Care business processes that form part of the Maintenance Process; supported the global deployment of the system; facilitated the integration of the On Key system with the Tetra Pak® SAP® ERP system.

The Pragma Asset Care Centre team provides ongoing support globally in the: maintenance recommendation development;
asset register administration and asset initialisation; preventive maintenance event generation; quality assurance of work order
feedback; general support to the maintenance management functions in all the regional Tetra Pak® offices.

Value add

Globally supported Asset Care Centre.
Standard processes applied consistently across different conditions.
Accurate, up-to-date and reliable information.
Single repository of all service work.
Streamlined process to manage.
Support Tetra Pak® Maintenance Services:
- to support full line maintenance contracts;
- to reduce maintenance cost on the installed base;
- to increase OEE on equipment.
On Key is the enabler:
- to do accurate maintenance cost calculations;
- to manage service contracts;
- to improve MR’s based on feedback;
- to customise and optimise schedules and MR’s per machine.

Client background

Tetra Pak® is the world’s leading food processing and packaging solutions company. Working closely with their customers and suppliers, they provide safe, innovative and environmentally sound products that, each day, meet the needs of hundreds of millions of people in more than 170 countries around the world. With over 23,000 employees based in over 85 countries, Tetra Pak® believes in responsible industry leadership and a sustainable approach to business.

Tetra Pak® Services cover every aspect of a customer’s food production, from daily routines to business insights. The tailored service solutions improve performance, optimise costs and ensure food safety throughout the lifecycle of a customer’s operation. Partnering with Tetra Pak® gives their customers the people, portfolio and presence to achieve their performance goals.