Breaking the Cycle: How a U.S. Utility Modernized SAP Warehouse Mobility and Transformed User Adoption

Discover how a major U.S. utility replaced ITS Mobile with a modern SAP UI5 mobility solution that transformed warehouse operations with faster barcode scanning, reliable offline access, stronger workforce adoption, and greater warehouse efficiency across 23 sites.

When it comes to frontline operations, even the most sophisticated enterprise software is only as effective as the people using it. For utilities managing complex supply chains, nuclear infrastructure, and stringent regulatory requirements, the stakes are especially high.

That’s why one major U.S. electric and gas utility—serving millions of customers and operating a large-scale nuclear power facility—decided it was time to modernize its mobile SAP warehouse solution. Across its 23 warehouse sites, the company manages over $90 million in inventory and supports more than 100 mobile users—both union and non-union staff working around the clock to keep critical systems running.

Their goal was clear: break the cycle of failed adoption, eliminate manual workarounds, and give warehouse teams the tools they actually wanted to use.

What followed was a powerful story of transformation, built around SAP-native innovation, Zebra mobile technology, and an end-user experience that finally delivered on its promise.

Starting Point: Frustration in the Field → From Clunky Tools to Worker Frustration

The utility had previously attempted to roll out SAP mobility using ITS Mobile, the web-based extension of SAPConsole. On paper, the approach checked the boxes: it provided access to SAP IM and WM transactions, enabled mobile data entry, and worked with standard browser-based frameworks.

But in practice, the results were disappointing.

The legacy ITS Mobile solution was deployed to handhelds at two locations. Adoption was poor. Workers found the interface clunky and confusing. Long load times, fragile WiFi dependencies, and limited barcode scanning support made the system more of a burden than a benefit. At the remaining 21 sites, employees stuck with pen and paper, entering transactions manually into SAP at the end of the day—a process ripe for errors, delays, and inventory inaccuracies.

With mounting pressure to streamline warehouse operations, to do more with the same amount of people, the utility knew it needed more than a cosmetic fix. They needed a mobile warehouse solution for SAP that frontline workers would actually adopt and embrace.

The Challenges: Talent, Technology, and Trust → Challenges: Retaining Talent, Building Trust

As the utility evaluated options, they framed the problem not just as a technology upgrade—but as a workforce investment.

Their key priorities were:

Delivering a modern user experience: Younger workers entering the field expected mobile apps to be intuitive, fast, and touch-friendly—similar to what they used in their personal lives. The legacy UI fell far short of those expectations.
Supporting both union and non-union teams: Any new solution had to account for variation in processes, role structures, and training preferences across different locations and employee groups.
Handling offline scenarios: With some facilities located in remote areas and warehouse yards that occasionally lost signal, the mobile solution needed to retain transaction data—even without a live connection to SAP.
Improving inventory accuracy: With over $90 million in materials to manage, inventory visibility and traceability were top concerns, especially for regulatory compliance and nuclear safety.
Retaining good employees: Frequent frustration with existing tools had become a retention risk. Workers were more likely to leave—or revert to manual methods—if technology slowed them down or created friction.

It was time to replace ITS Mobile with a mobile solution built for the realities of today’s warehouse operations.

The Solution: MIT (Mobile Inventory Templates) from Havensight → The Solution: SAP-Native Mobility with MIT

The utility turned to Havensight Consulting and its flagship solution: Mobile Inventory Templates (MIT)—a workflow-driven, SAP-native mobile platform designed specifically for warehouse and inventory processes.

Unlike traditional mobile tools like ITS Mobile or SAP Screen Personas, MIT is not a GUI wrapper or browser-based re-skinning of SAP screens. It is a full UI5-based solution purpose-built for SAP IM, WM, and EWM—designed with frontline usability in mind.

Over the course of the project, the utility deployed MIT across all 23 warehouse sites, integrating deeply into both SAP and supporting Maximo mobile work orders. MIT provided:

18 prebuilt and custom-tailored functions, including PO Receiving, Put Away, Picking, Inventory Count, and more
Native barcode scanning and scan-to-action workflows, reducing errors and speeding up task execution
Built-in offline capability, ensuring data capture in yard and field scenarios without constant WiFi
Online and in-person structured training, with materials designed for real user comprehension and confidence
Consistent Zebra device deployment, specifically the TC73 handhelds, plus tethered scanners and printers
Change management services, including end-user onboarding and role-specific documentation
Integration with Ivanti Velocity Industrial Browser, or direct APK installation for native performance

This wasn’t just a new tool—it was a new way of working.

A Focus on Frontline Adoption → Built for Adoption, Not Just Access

What set this project apart wasn’t just the technology—it was the obsessive focus on usability and adoption.

MIT was built from the ground up to simplify workflows. Instead of forcing users to memorize SAP movement types, transaction codes, or menu paths, each MIT screen is laser-focused on task completion. If there’s only one possible option, MIT auto-selects it and moves the user forward—no extra taps or choices required.

The design is touch-optimized and responsive, not crammed with unnecessary fields. Workers scan a barcode and the system knows what to do. The app guides them with clear labels, logical flows, and validations that prevent errors before they happen.

That attention to detail paid off. The results included:

Significant increase in end-user adoption, including workers who had previously refused to use ITS Mobile
Reduction in training time, especially for new hires and less tech-savvy employees
Greater confidence in inventory data, with fewer reconciliation issues
Less frustration on the floor, which leadership credited as a factor in improved employee morale and retention
Offline, initially the utility considered deploying Zebra devices both with and without LTE cards. After testing MIT’s offline capability at the first site, they standardized 100% of devices without LTE—confident that MIT’s offline workflows provided all the resilience they needed.

As one operations leader put it, “This is the first SAP tool we’ve rolled out that our warehouse team actually likes using.”

Why This Matters for Workforce Retention → Technology as a Workforce Retention Strategy

In today’s labor market, especially for utilities and industrial operators, finding and keeping top talent is a constant challenge. This is true for both union and non-union environments.

Modernizing the tech stack is no longer just an IT initiative—it’s a workforce strategy.

Employees want to feel like their tools help them, not hinder them. They want to move quickly, make fewer mistakes, and focus on the task—not the software. When companies invest in intuitive SAP mobility solutions, they send a clear message: We value your time, your productivity, and your experience.

That message resonates.

With MIT in place, the utility saw a measurable impact on satisfaction among warehouse teams. Workers who had resisted previous solutions were now leading the charge, helping train others and sharing feedback to improve workflows. MIT became not just a tool, but a platform for continuous improvement and engagement.

Built for SAP. Built for the Future. → Future-Ready: SAP UI5 and S/4HANA Alignment

Another key advantage was MIT’s architecture. Because MIT is developed entirely with standard SAP technologies—leveraging SAP UI5, OData, and native integration with SAP ECC and S/4HANA—it fits squarely within the utility’s long-term roadmap.

It avoids the limitations of GUI wrappers, fragile middleware layers, or costly SaaS licensing models. Instead, MIT is delivered as a one-time implementation project with a set of configurable templates, tailored to each customer’s warehouse processes.

This made it a perfect fit for a utility running complex infrastructure with limited appetite for recurring software costs or disconnected platforms. It’s also future-ready for the S/4HANA journey ahead.

The Zebra Connection → consider Device Strategy

Device strategy played a critical role in the project’s success.

MIT was deployed on Zebra TC73 mobile computers, rugged Android devices purpose-built for warehouse and field environments. These devices offered:

High-performance barcode scanning
Glove- and moisture-ready touchscreens,
Long battery life and swappable batteries, and,
Seamless integration with printers and tethered scanners

The utility also relied on Zebra’s ecosystem for mobile printers and deployment services—ensuring that the hardware experience matched the quality of the software.

This tight partnership between Havensight and Zebra Technologies enabled faster rollout, fewer compatibility issues, and stronger overall performance.

MIT is validated across Zebra’s portfolio, including devices like the TC22, TC58, MC9300, and ET60—giving customers flexibility to scale across use cases and locations.

Beyond Adoption: Operational Impact

While user satisfaction and retention were the most visible wins, the utility also saw concrete improvements in day-to-day operations.

Cycle times dropped across key transactions like PO Receiving and Put Away. The result: faster throughput and less waiting at the dock.
Inventory accuracy increased, thanks to real-time validation and reduced manual entry. The result: fewer reconciliation issues and tighter audit readiness.
Offline workflows stabilized activities in outdoor yards and remote buildings. The result: uninterrupted operations in remote or low-signal areas.
Visibility improved, with all inventory now maintained in SAP—not spreadsheets or notebooks. The result: one source of truth for every transaction.

These improvements added up to a more reliable, auditable, and efficient warehouse operation—something especially critical in regulated environments like nuclear energy.

A Blueprint for Other Utilities

This story is increasingly familiar across the utility landscape. Organizations are recognizing that legacy SAP mobile tools—like SAPConsole and ITS Mobile—simply weren’t designed for the modern frontline.

As more utilities prepare for their S/4HANA transitions, they’re using that window to reimagine their mobility strategy. That means adopting solutions that are:

SAP-native and UI5-based
Optimized for barcode scanning in SAP warehouse workflows
Capable of true offline use
Tailored to SAP IM, WM, and EWM
User-first in every interaction

MIT from Havensight checks all of those boxes—and does so without locking customers into long-term licensing or middleware contracts.

Conclusion: Modern Tech for a Modern Workforce

This utility’s journey wasn’t just about technology. It was about breaking old habits, earning user trust, and building a system people actually wanted to use.

In doing so, they not only improved efficiency—they laid a foundation for workforce retention, operational excellence, and long-term SAP mobility success.

For any utility seeking a mobile warehouse solution for SAP that’s designed for the realities of today’s workforce, MIT offers a proven path forward.

MIT ensures that when utilities modernize mobility, they don’t just deliver new technology—they deliver a solution their workforce will actually adopt and embrace.

Read Next:
Building Resilient Utility Supply Chains with SAP-Native Mobility

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