“It’s not great for real-time data.”
Lucy Curry, Maintenance Team Manager at CAPS Group, didn’t need a long explanation. SAP buried reporting — powerful for finance, never designed for facilities. You could easily find numbers, yet you couldn’t see patterns.
The reactive loop build-up.
As CAPS Group scaled maintenance across 75 countries, the cracks widened. The team logged tickets, but they relied on people leaving notes to provide updates. Suppliers reported in batches. Context had to be rebuilt manually. The team stayed busy, but rarely ahead.
Break. Fix. Repeat.
Paul Wilson, Group Operations Director and Co-Founder, recognised the risk. The “existing infrastructure very quickly wasn’t doing what it needed to do.” What worked at a smaller scale became restrictive as complexity increased. For a people-first business, duplicated effort and avoidable stress weren’t sustainable.
The turning point.
Eight years into building its maintenance offer, CAPS chose to redesign the operation rather than patch it again. Instead of adapting SAP, they implemented a platform built for facilities management.
The shift was structural. Workflows reflected real operations. The FM team correctly organised assets. Reporting became accessible in real time. If someone was unavailable, another team member could step in without having to reconstruct history.
Visibility extended to suppliers. With Infraspeak Network™, they uploaded updates and photos as they completed tasks, reducing email traffic and accelerating client communication. As Paul notes, clients adopted it “almost seamlessly” within weeks.
With structured data, recurring issues and supplier delays became visible. The question shifted from “how quickly can we fix this?” to “why does this keep happening?”
CAPS Group built clarity and stopped chasing problems to fix.
That’s how you break the loop.
If you’re ready to see what that could look like in your operation, read the full customer story or talk to us.