SANED delivers faster critical response time with MRI Software’s facilities management platform
SANED operates in a demanding facilities management environment, supporting critical services across Sharjah, including city-wide firefighting and fire alarm monitoring. To support these responsibilities, SANED uses MRI Software’s Evolution solution as its core CAFM platform. As an integrated system, Evolution supports daily operations across multiple modules, with the Help Desk module playing a central role in day-to-day activity.
When support limitations put performance at risk
Historically, SANED relied on a system that was not designed as a specialist CAFM solution, resulting in issues that affected teams across the organisation, including:
- Delays in system support and issue resolution
- A lack of CAFM-specific functionality
- Operational friction for the help desk, engineers, and management
- Increased risk of falling behind competitors using advanced CAFM systems
Without change, SANED risked being unable to meet client expectations in a highly competitive market where small details make a significant difference.
A fully integrated CAFM platform for daily operations
With MRI Evolution, SANED moved to a fully integrated CAFM platform designed specifically for facilities management. The Help Desk module is used daily to register and manage service requests, while the asset management module supports planning and preventive maintenance for all assets.
Mobile technicians use MRI Go on mobile devices to perform work in the field, with updates reflected immediately in the system. This integration between desktop and mobile workflows ensures visibility across operations and reduces delays caused by manual handovers.
Saving time where it counts most
Since implementing MRI Evolution, SANED has seen clear improvements in speed and efficiency, particularly within the Help Desk function. Previously, registering a service request and then creating a work order required multiple steps. Now, work orders can be created immediately, integrated with email, and connected to client applications.
Key efficiency gains include:
- Fewer steps to register and assign work orders
- Faster handling of high volumes of email-based requests
- Bulk assignment functionality that saves operator time
- Automated workflows, escalations, and daily outstanding reports
The impact is clear with operators spending less time on manual administration and more time on higher-value tasks, which is critical in an environment where every minute matters.
Using people more effectively, not just more people
MRI Evolution has helped SANED reduce the need for additional help desk staff by making better use of existing resources. While the organisation has grown and taken on more responsibilities, the system has ensured that staffing levels have not increased unnecessarily.
This has delivered tangible benefits:
- Lower operational costs through improved efficiency
- Better use of operator time on priority tasks
- Automation that reduces manual effort and follow-ups
- Improved consistency in service delivery
The system helps us save time and money. In our operation, time is money. Each minute counts, and the system supports us in doing our work faster and better.
– Salem Al Harthi, Help Desk and CAFM Manager, SANED
A trusted platform and partnership
Looking ahead, SANED sees a strong and promising future with MRI Software. The organisation remains in close contact with its account manager and is actively exploring additional solutions, including the energy module and other integrated offerings.
The decision to expand is driven not only by the technology itself, but also by the quality of support and client relationship. For SANED, the combination of an integrated CAFM platform, responsive support, and ongoing collaboration provides a solid foundation for continued efficiency and long-term success.