Heavy-equipment service, digitised

REKA built an on-demand cloud platform for UMW, bringing modern, convenient service to an industry underserved by technology.

AI-generated illustration. Create ONE photorealistic editorial photograph for a website image mock, landscape 4:3 composition, no collage. Topic: a Malaysian material-handling business digitising FORKLIFT SERVICES AND SALES. Show only ordinary warehouse counterbalance forklifts, not excavators, wheel loaders, cranes or construction equipment. Practical clean modest industrial setting, neutral daylight, natural realistic materials, no company branding, no readable text, no identifiable real people, no client marks, no watermarks or image captions. If a device screen is visible it must be turned away or softly out of focus; do NOT invent an app UI, customer data or charts. This is a fictional illustrative scene, not a photograph of actual UMW equipment, facilities or staff. Wide three-quarter photograph of one unbranded yellow electric counterbalance forklift parked safely in a tidy forklift-service bay, complete forks lowered flat to the floor, mast and overhead guard fully visible with breathing room for both 4:3 and 16:9 website crops. A fictional Malaysian technician in navy coveralls, safety shoes and a plain safety vest stands alongside the vehicle, inspecting a closed side service panel, not underneath the forks. Soft daylight through a roller door, orderly small service workshop, no giant machinery, no visible paperwork. Illustrative photograph, not actual UMW premises, staff, equipment or an interface screenshot.
Company

UMW

See all our work ↗Industry

Heavy equipment

Headquarters

Shah Alam, Selangor

ServiceVisit Custom Build ↗

When the pandemic closed workplaces, UMW Industries was also among the companies that used REKA’s automation work to run tasks remotely.

An industry underserved by technology

The service journey: the problem, and what the platform changed Two swimlanes. The problem: customers phoned or emailed the branch, requests were tracked in spreadsheets and notebooks, requests got lost between branches, and customers waited longer for a technician. What the platform changed: on an on-demand cloud platform built by REKA, customers book service with a short form, branch staff assign technicians, the team starts each day with a clear list of jobs, customers track a live status (received, technician assigned, in progress, done) without calling, and managers see every request live. The probleman industry underserved by technology CustomerBranchTechnician Phoned or emailedthe branch waited longer for a technician Spreadsheetsand notebooks Spreadsheetsand notebooks requests got lostbetween branches A technician What the platform changedservice became on demand, through a cloud platform Platformbuilt by REKA CustomerBranch staffTechnicianManagers Book servicea short form Track servicewithout calling receivedtechnician assignedin progressdone Assign technicians A clear list of jobs Every request live The service journey: the problem, and what the platform changed The problem: customers phoned or emailed the branch, requests were tracked in spreadsheets and notebooks and got lost between branches, and customers waited longer for a technician. What the platform changed: customers book service with a short form, branch staff assign technicians, the team gets a clear list of jobs, customers track a live status without calling, and managers see every request live. The probleman industry underserved by technology CustomerPhoned or emailedthe branch waited longerfor a technician BranchSpreadsheetsand notebooks BranchSpreadsheetsand notebooks requests got lostbetween branches TechnicianA technician What the platform changedservice became on demand,through a cloud platform Platformbuilt by REKA CustomerBook servicea short form Branch staffAssign technicians TechnicianA clear listof jobs CustomerTrack servicewithout calling ManagersEvery request live receivedtechnicianassignedin progressdone

ReadoutThe service journey. Hover or tap a part to read what changed.

The service journey: the problem, and what the platform changed. Lanes and shapes are illustrative.

Heavy-equipment service is an industry underserved by technology.

Customers phoned or emailed the branch, and requests were tracked in spreadsheets and notebooks.

Requests got lost between branches, and customers waited longer for a technician.

No off-the-shelf tool fitted how UMW services heavy equipment across many branches.

An on-demand platform

AI-generated illustration. Create ONE photorealistic editorial photograph for a website image mock, landscape 4:3 composition, no collage. Topic: a Malaysian material-handling business digitising FORKLIFT SERVICES AND SALES. Show only ordinary warehouse counterbalance forklifts, not excavators, wheel loaders, cranes or construction equipment. Practical clean modest industrial setting, neutral daylight, natural realistic materials, no company branding, no readable text, no identifiable real people, no client marks, no watermarks or image captions. If a device screen is visible it must be turned away or softly out of focus; do NOT invent an app UI, customer data or charts. This is a fictional illustrative scene, not a photograph of actual UMW equipment, facilities or staff. Foreground detail of the hands of an anonymous service coordinator holding an unbranded tablet at waist height, photographed from the BACK of the tablet so no interface or screen content is visible. Midground is a full-sized ordinary yellow counterbalance forklift parked safely with forks lowered on a marked bay in a clean service depot. Focus connects the tablet with forklift servicing and sales operations. Human face out of frame, no printed documents or visible data. Distinct viewpoint from a workshop hero. Illustrative photograph, not actual UMW premises, staff, equipment or an interface screenshot.

REKA built the platform as a cloud service, available on demand.

Customers book and track service; branch staff assign technicians; managers see every request live.

Service, made convenient

The aim was modern, convenient service, in an industry underserved by technology.

A short form to book service, then a live status: received, technician assigned, in progress, done.

AI-generated illustration. Create ONE photorealistic editorial photograph for a website image mock, landscape 4:3 composition, no collage. Topic: a Malaysian material-handling business digitising FORKLIFT SERVICES AND SALES. Show only ordinary warehouse counterbalance forklifts, not excavators, wheel loaders, cranes or construction equipment. Practical clean modest industrial setting, neutral daylight, natural realistic materials, no company branding, no readable text, no identifiable real people, no client marks, no watermarks or image captions. If a device screen is visible it must be turned away or softly out of focus; do NOT invent an app UI, customer data or charts. This is a fictional illustrative scene, not a photograph of actual UMW equipment, facilities or staff. Medium close side view of an ordinary yellow counterbalance forklift's rear service compartment being inspected at a warehouse loading area. One fictional Malaysian technician wearing plain navy workwear, safety shoes and protective gloves stands safely alongside the compartment, hand resting on the edge, an open modest tool case nearby. Forks fully lowered and vehicle stationary, no person under raised equipment. Clearly a forklift maintenance visit, not earth-moving or construction machinery. Natural overcast daylight. Illustrative photograph, not actual UMW premises, staff, equipment or an interface screenshot.

The team stopped chasing paper and started each day with a clear list of jobs.

Customers always know where their service request stands without calling.

Running remotely

When the pandemic closed workplaces, REKA turned seriously to automation, robotic process automation and robotics, so that organisations could keep operating while their people worked remotely. UMW Industries and Murata Electronics were among the companies that used this work to run tasks remotely.

AI-generated illustration. Create ONE photorealistic editorial photograph for a website image mock, landscape 4:3 composition, no collage. Topic: a Malaysian material-handling business digitising FORKLIFT SERVICES AND SALES. Show only ordinary warehouse counterbalance forklifts, not excavators, wheel loaders, cranes or construction equipment. Practical clean modest industrial setting, neutral daylight, natural realistic materials, no company branding, no readable text, no identifiable real people, no client marks, no watermarks or image captions. If a device screen is visible it must be turned away or softly out of focus; do NOT invent an app UI, customer data or charts. This is a fictional illustrative scene, not a photograph of actual UMW equipment, facilities or staff. Candid side/back photograph of an anonymous forklift sales and service coordinator at a modest bright office desk overlooking a forklift depot through glass. Person's face outside the crop, hands near an unbranded laptop keyboard; the laptop display is seen almost edge-on and contains no readable UI. One plain phone and an unmarked notebook on the desk. Through glass two ordinary counterbalance forklifts parked safely, forks lowered. Emphasise digital sales coordination and service scheduling, not a meeting room, no closed-laptop still-life, no named customer materials. Illustrative photograph, not actual UMW premises, staff, equipment or an interface screenshot.

It taught REKA something lasting: the value is in seeing every task live and letting a few people steer many. That lesson later became Yara.

What comes next

Adding parts ordering, so a technician can request parts from the same job.

The impact on UMW’s service

What the platform changed: service became on demand, through a cloud platform.

AI-generated illustration. Create ONE photorealistic editorial photograph for a website image mock, landscape 4:3 composition, no collage. Topic: a Malaysian material-handling business digitising FORKLIFT SERVICES AND SALES. Show only ordinary warehouse counterbalance forklifts, not excavators, wheel loaders, cranes or construction equipment. Practical clean modest industrial setting, neutral daylight, natural realistic materials, no company branding, no readable text, no identifiable real people, no client marks, no watermarks or image captions. If a device screen is visible it must be turned away or softly out of focus; do NOT invent an app UI, customer data or charts. This is a fictional illustrative scene, not a photograph of actual UMW equipment, facilities or staff. Wide photograph of three well-maintained unbranded yellow counterbalance forklifts arranged in a modest forklift sales-and-service depot, forks lowered and vehicles unoccupied, realistic mast proportions and overhead guards, no toy-like machines. One forklift in the foreground, the others receding beside a simple covered service bay. Clear ordinary commercial material-handling setting, not a port tractor yard or excavator workshop. Bright diffused daylight, calm professional look, full vehicles visible with generous breathing room. Illustrative photograph, not actual UMW premises, staff, equipment or an interface screenshot.

REKA stays after a build: a system that no one in your organisation can run is not a return. A technical partnership, not a handoff.

Every engagement is scoped around a number: more revenue, less cost, or capacity you did not have before.

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