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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.

A recipe for success | On Key’s approach to efficient food and beverage maintenance

Running a dairy product production plant poses various challenges, primarily centred around food safety and product quality. Maintaining stringent food safety standards is crucial, as any lapse can lead to contamination, spoilage, or even outbreaks of foodborne illnesses. Regular equipment maintenance, including pasteurisers, homogenisers, and storage tanks, is paramount to ensure the plant operates efficiently and within the prescribed health guidelines. Proper maintenance prevents equipment breakdowns and ultimately safeguards consumer health and trust in dairy products, making maintenance a cornerstone of food safety compliance in the dairy industry.

“On Key provides the client with a support tool to manage all work requests from the Production team while also ensuring that preventive maintenance is planned and executed.”

Key challenges

The client’s previous CMMS was not configured with preventative schedules, and the team only scheduled reactive work, without closing the work orders once work was completed.
The Purchasing department created duplicate work orders to buy spare parts, which were also not closed.
Historical maintenance data extracted from their previous system was incomplete and inconsistent.
The multiple internal stakeholders involved with their outsourced maintenance management solution were misaligned.
There was a lack of internal alignment towards maintenance management tactics.
A simple solution was initially required with an ambition to grow towards more comprehensive functionality.

Our intervention

Pragma assisted in cleaning up and converting the supplied master data information into import information, which was further reviewed and updated by the client.
Pragma introduced and implemented the Asset Register Administration and Work Planning and Control business processes and configured On
Key in alignment with these processes.
We imported the reviewed data and created default profiles (views) for the functionalities to be used.
We provided training for the administrators and users to ensure that they understood the processes and functionality to plan and schedule work and close the work orders after the completion of work.

Value add

The client’s internal team and their outsourced contractor responsible for the creation of maintenance schedules have an increased focus on preventive maintenance schedules.
Our involvement with monitoring the input and flow of the work has improved the quality of data.
The production department now creates work requests directly in the system increasing management efficiency and alignment.
Improved data velocity enables the client to make much better decisions based on accurate asset related information.

Client background

Our client is a global supplier of dairy products with a manufacturing facility in Ireland.
The client has been in business since 1897 and has a proud tradition of excellent production processes. The current manufacturing facility was
opened in 1972 and is still being expanded.
In 2013 the client changed their identity as part of their growth strategy and in 2018 Pragma was asked to assist with implementing On Key as a maintenance management support tool.

On Key Integration keeps Prowalco going amidst Legal Metrology Act amendments

This case study highlights how the Pragma and On Key Integrate teams developed an integration solution for Prowalco after changes to the Legal Metrology Act impacted their operations directly. As a leading fuel pump and dispenser manufacturer in South and sub-Saharan Africa, Prowalco has strict service level agreements (SLA). Our software interface enabled them to continue operations with zero stops while maintaining the same level of service to clients.

Key challenges

The Legal Metrology (LM) Act ensures that consumers receive the quantity of goods declared by an importer, manufacturer or retailer on a pre-packaged item. It also ensures that instrument measurements remain accurate, within prescribed limits of error, where measuring instruments are used to conclude a transaction. In September 2019, the South African government changed the LM Act, directly affecting Prowalco’s work management operations. Some of the key challenges addressed were:

Calibration needed for specific master items being replaced/repaired.
Strict service level agreements(SLAs) being in place for work completion.
One of the first interfaces built solely with the new On Key Integrate technology.

Our intervention

Pragma was approached to design and develop a software interface to help Prowalco adhere to the modified legislation. The On Key Integrate and Pragma operational teams developed the solution.
The team designed an interface to handle the creation of follow-up work orders in On Key, to re-calibrate the relevant assets.
The affected assets were flagged in On Key for the interface to identify them.
The Rabbit Messaging Queue service was used to establish when a work order changes to a predefined status and automatically creates a follow-up work order with all the fields populated as requested and a dynamic Work Required field.
The result is that a contractor can be notified and dispatched to the relevant asset and complete the equipment calibration within an acceptable time adhering to Prowalco SLAs.

Value add

Continuous process monitoring ensuring pro-active Pragma intervention when necessary
95% of work orders were created within 25 seconds of the trigger
Improvement in work order generation time – quicker action time, in turn, helps to achieve SLAs
No interface errors or problems have been experienced in the Production environment to date
Fluctuating and high amount of record changes in On Key are accepted and processed seamlessly.

Client background

Prowalco is a leading local manufacturer and supplier of fuel pumps and dispensers to various petroleum companies in South and sub-Saharan Africa. The company offers petroleum companies comprehensive repair and maintenance services and currently has Africa’s largest pump service infrastructure.
Prowalco has been an important client of Pragma for a number of years, with several existing interfaces. It was important to create confidence that a new interface request could be developed and delivered on time without any issues.

Bottling production line with wine bottles.

OEM | Managing the service level agreement (SLA) between Pragma and a global packaging manufacturer

The Pragma ACC team provides support to the client’s local maintenance resources within the different global markets. These support requests and activities (1000+ per month) are governed by strict SLAs. On Key Insights was implemented to improve visibility, adherence, workload distribution and data analysis.

Client Background

Our client is a global original equipment manufacturer (OEM) with a maintenance services team that performs approximately 35 000 maintenance events annually, generated in On Key.

The Pragma ACC team provides support to the local maintenance resources within the different global markets. These support requests and activities (1000+ per month) are governed by a service level agreement (SLA) to which the ACC contract is linked.

Key Challenges

Lack of a visual aid in managing the support request/ACC activity SLA
Limited transparency into the open support requests
Unbalanced workload within the team

Quote

The visual display has helped me and the team to understand who needs help and what requests require our immediate attention.
– Johan Hendriks, AC Manager

Pragma Intervention

The Pragma ACC team have been using On Key to log and manage support requests from global client users for approximately eight years.
On Key Insights was deployed and an SLA dashboard developed to assist the ACC with managing the support requests.
The ease of the implementation and development of the On Key Insights dashboard together with the value derived makes this an invaluable business management/business intelligence tool.

Value Add

The implementation of On Key Insights provided the ACC with the following capabilities:

Visual overview of prioritised list of support requests
Visual indication of support requests nearing the SLA limit
Visual overview of workload distribution within the team
Drilldown functionality in support of data analysis

The addition of these capabilities led to:

Improved workload distribution within the team
Increased SLA performance through highlighting requests that are close to the SLA limit
Ensuring focus on high priority requests

Tools and Technology

On Key 5.18
On Key Insights

Mining | Development of a centralised On Key database for a diamond mine in Africa

Our client required a centralised database that is 100% suitable and compatible with each of their site’s requirements. This included placeholders for any variation of asset types, components and the best suitable/applicable maintenance tactics. On Key provided the perfect match.

Client Background

Our client is one of the leading role players in the South African diamond mining environment with various operations locally and internationally. Our client produces rough diamonds mainly for the export market all over the world. They are renowned for producing some of the largest, most expensive and most valuable diamonds in the world.

Key Challenges

Development of a centralised and standardised group DB that is 100% suitable and compatible with each site’s requirements.
The centralised, group DB must comply with AM best practices and good EAMS configuration standards and principles.
Although the DB is generic, the configuration must be done in such a way that it could be used for any variation of Asset Types, components and best suitable/applicable maintenance tactic selection.
The list of applicable maintenance tasks should accommodate the four main categories of maintenance tactics namely Usage Based Maintenance, Condition Based Maintenance, RTF and Design Improvement.
The DB must be capable of generating all required AM related reports.
The DB must be clean, streamlined, easily maintainable and user friendly for all levels of users

Quote

“The development of a new, centralised, group On Key database will greatly improve our ability to standardise on AM standards, reporting and general EAMS configuration. Sharing of a centralised DB will establish effective and streamlined asset and maintenance tactics configuration considering best available information within the group and good practices.” Client – Asset Manager

Pragma Intervention

Analysed current needs and requirements for EAMS (On Key) functionality for the group.
Analysed the current DB’s in order to compare the configuration structures and mater data currently being used.
Proposed a new centralised DB for the group by developing a generic Asset Type Tree to be used by the different sites. By using On Key’s placeholder functionality, different maintenance tactics could be developed that will be suitable for any configuration of a certain Asset Type with corresponding components.
Pragma used an existing ACP library (On Key DB) as a basis for the development of the new DB for the client since the library was developed on the same development principles containing many of the required basic Asset Types.

Value Add

The development and implementation of a centralised and standardised group DB will achieve the following:
Reduction in On Key licencing fees since there will be one On Key DB instead of separate licences per site
A new On Key DB that looks and works the same for all sites. Standardisation of data, Asset and Asset Type tree structures, processes, coding conventions, configuration and On Key functionality.
The sharing of knowledge, learnings and best practice amongst the different sites for continuous improvement. The improvements are updated on the centralised DB to benefit all sites.
Less development work since all Asset Types are developed once. Complete built-in flexibility to accommodate special requirements for each site including analysis and reporting requirements
Endless possibilities for variations on Asset Types, components and tasks to standardise on generic Asset Type ACP’s (Asset Care Plans) allowing for best possible maintenance tactics.
Simplified and easy to use interface for the standard users to manage assets and maintenance requirements from the Asset Tree.

Tools and Technology

On Key 5 with:
- Placeholder functionality
- ACP developer module
- BRR (Business Rules Reference) document
- Used to consolidate the different site’s On Key configuration data to establish standardisation.

Tradesperson view outstanding work required to perform on equipment.

Manufacturing | Web services interface with an injection moulding machine’s PLC

Our client manufactures high-end sealing systems for the automotive industry. Tedious paper-based processes hampered efficiency and posed a challenge to informed decision making. On Key EAMS, a mobile Work Manager app and a web services interface addressed these challenges.

Client Background

Our client has been developing and manufacturing high-end sealing systems for the automotive industry for the past 50 years. The company’s products can be found in vehicle makes such as
Daimler, BMW, VW, Porsche, Audi, Ford and Jaguar.

The company was originally started as a small family business in Germany but now employs more than 2500 people worldwide. The specific client site, referred to in this client reference story, is in Ireland.

Key Challenges

Data velocity was one of the biggest challenges. It had a big effect on the Ability to make informed business decisions.
Client personnel were used to a paper-driven operation and hadn’t used On Key before.
Traditionally handwritten job cards were being captured by a third party service provider.
New processes and technology needed to be introduced to facilitate a paperless operation.
Operators needed to be able to complete autonomous work orders before every shift on the injection moulding machine’s Programmable Logic Controller (PLC) itself.
Operators needed to be able to log new work orders directly on the injection moulding machine’s PLC itself.

Pragma Intervention

Upgrade of On Key to the latest version of On Key 5
User training and hand-hold support
Implementation of the Work Manager App
Configuration of On Key’s Web Services to create an interface between the injection moulding machine’s PLC (Linux based) and On Key
Implementation of On Key Analytics
Development and implementation of SSRS reports to support the client’s business operations

Value Add

To have the Asset Management operations transformed from a paper-based system to real-time feedback increased data velocity by about 10 days. This improvement will have a massive effect on informed business decision making. In addition:

Upgrade from On Key 4 to a web-based On Key 5 system
Implementation of the mobile Work Manager App which enabled the business to change from a paper-based system
Technicians are now able to give real-time feedback on the work orders they are busy with
Increase in data velocity of ten days
Streamlined business processes
Operators can give feedback directly on the machine’s PLC about the autonomous maintenance tasks performed before and during each shift
Operators can also log new work orders directly on the machine’s PLC

Tools and Technology

On Key 5
Work Manager App
Web Services
SSRS Reports
On Key Analytics