De Lijn’s Drive for Digital Maintenance
De Lijn, the public transportation authority of Flanders, Belgium, operates an extensive network of buses, trams, and tram infrastructure. With 30 maintenance centres and a fleet of over 2,600 vehicles, De Lijn serves nearly 785,000 passengers daily.
Each maintenance centre manages its own fleet, requiring close collaboration between the Operations and Technical departments. Bus and tram drivers play a key role in detecting issues, reporting them to the Technical department, which ensures vehicles are quickly returned to service.
However, challenges such as ageing assets and non-standardised maintenance practices revealed the need for a more structured and digital approach. To address these, De Lijn partnered with Emixa to launch the Digi-M Project (“Digital Maintenance”) — an initiative to modernise planning and maintenance processes through the implementation of SAP S/4HANA Enterprise Asset Management (EAM).
Understanding the Challenge
De Lijn’s maintenance teams faced several hurdles due to the lack of standardised and structured processes. Issues were reported via phone, email, or ticketing systems, and the Technical department relied on a mix of tools — including Excel, AS400, or even paper — depending on the location.
This inconsistency led to incomplete data and varied practices across the 30 centres, complicating decision-making. Maintenance was largely reactive, with limited preparation time, resulting in inefficiencies and unpredictable workflows.
The absence of reliable historical data made it difficult to assess performance or define a clear coherent asset management strategy. Combined with an ageing fleet, these challenges highlighted the need for an integrated, digital solution to improve planning, streamline workflows, and enable better data-driven decisions.
Turning Vision into Action: Implementing SAP S/4HANA EAM
The Digi-M project incorporated the SAP EAM module within De Lijn’s SAP S/4HANA environment, digitalising the entire maintenance process — from creating service notifications to handling work orders.
The guiding principle was “standard where possible”, with a focus on simplicity and user-friendliness. The process was executed entirely through SAP Fiori tiles in the Launchpad, combining standard SAP apps with custom Emixa EAM Accelerators.
Custom screens were developed for service notifications to reflect De Lijn’s specific requirements. Given the large number of users involved in defect reporting, usability and clarity were essential.
A mobile web app was introduced for technicians, providing a centralised platform to access all information and log updates. Emixa also collaborated with De Lijn’s Expertise and Master Data teams to map and integrate high-quality data, using the S/4HANA Migration Cockpit for seamless migration.
Critical Success Factors
The project’s success stemmed from strong collaboration, structured change management, and user engagement from the outset.
A wide range of users — from engineers to technicians — took part in workshops to shape the solution around their needs. This hands-on involvement fostered ownership and enthusiasm.
Training was comprehensive and role-based, with interactive sessions ensuring users felt confident using the new system. Technicians received additional guidance on using tablets for digital work orders.
A phased rollout began with pilot projects, followed by gradual deployment, allowing continuous feedback and refinement. Transparent communication between Emixa and De Lijn ensured challenges were quickly addressed, laying the groundwork for sustainable adoption.
The Outcome: A Scalable, Data-Driven Future
The SAP S/4HANA EAM deployment revolutionised De Lijn’s maintenance operations.
Processes became standardised, planning became proactive, and technicians could now manage digital work orders via tablets — reducing paperwork and increasing efficiency. Historical data is now centralised and actionable, supporting a data-driven asset management strategy.
Maintenance costs per kilometre are better understood and optimised, contributing to long-term savings. The phased implementation and emphasis on user engagement ensured minimal disruption and long-lasting impact.
Overall, the Digi-M project has delivered a scalable, future-ready maintenance system that strengthens De Lijn’s operational excellence.
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Our ERP practice leverages SAP solutions to enhance efficiency, streamline supply chains, and improve resource management in the manufacturing industry.
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