Mokky's Maintenance
The Problem
Mokky’s runs maintenance across several branches. When something breaks, like an aircond in the kitchen or a faulty light, staff report it in a WhatsApp group with a quick message and usually a photo.
That worked until it didn’t. Everything lived in chat scrollback, so there was no way to know what was still outstanding, who was handling what, how long a job had been open, or what had been fixed last month. Reports got buried under newer messages. Some never got picked up at all.
The Thinking
The easy answer would have been to give everyone a new app with forms to fill in. We didn’t want that. Staff already report in WhatsApp, it works for them, and asking a busy kitchen team to change their habits is the fastest way to get a tool ignored.
So the rule we set was simple: don’t change how people report. Keep WhatsApp as the front door, and do all the organising behind the scenes. The system should meet the team where they already are, then quietly turn their messages into something trackable.
The Flow We Built
- Someone posts a maintenance issue in the WhatsApp group, same as always.
- The message and any photos get picked up automatically and turned into a proper job, with the problem, location, and how urgent it is sorted out for them.
- Maintenance staff open a link to see the job, claim it, mark it started, and mark it done.
- Once it’s fixed, a summary goes back into the WhatsApp group tagging the right people, so everyone sees it’s closed.
- A daily summary of what’s open and what’s been done is posted to the group automatically.
What Changed
Maintenance went from “it’s somewhere in the WhatsApp group” to a clear list of jobs with an owner, a status, and a history. Nothing falls through the cracks, the team can see what’s outstanding at a glance, and there’s finally a record of what was fixed and when. The best part is that none of the staff had to learn anything new. They still just post in WhatsApp.