Odoo Facility Management: Challenges and Custom Solutions for Retail Malls

Odoo facility management offers a centralised, automated way to handle maintenance tickets, budgets, approvals, and reporting - perfectly suited for the complex needs of large retail operations. For businesses managing multiple malls or commercial buildings, it replaces slow, fragmented processes with streamlined workflows and real-time visibility.

We’ve partnered with one of the largest multi-format retailers in South East Asia (SEA) to help shift from reactive operations to proactive facility management, powered by tailored Odoo solutions that centralise, automate, and scale.

This blog examines the primary challenges in facility management for retail malls and Havi’s custom Odoo facility management solutions, which enhance our clients’ operational efficiency.

The Challenges of Multi-Site Retail Facility Management

Managing facilities across multiple stores and malls is complex, especially when ticketing, maintenance requests, and vendors rely on emails and spreadsheets. Each site has its own equipment, layouts, tenants, and vendors, yet central teams are expected to maintain consistency, efficiency, and responsiveness across the board.

The illustration shows the major roadblocks faced by retail property operators:

• Fragmented communications: Service vendors, internal teams, and mall managers operate in silos. Updates are scattered across emails, phone calls, or even messaging apps, leading to missed updates, duplicated tickets, or unresolved issues.
• Limited real-time visibility: Managers struggle to access real-time updates on ticket status or historical maintenance data. Decision-makers lack the information they need to prioritise and act.
• Siloed budget tracking: Maintenance costs are often tracked manually in spreadsheets, detached from live ticket workflows, causing delays, overspending, or unapproved expenses.
• Slow ticket processing: When simple maintenance requests require multiple layers of manual approvals, service times suffer - and so does tenant and customer experience.

Our client, one of the leading multi-format retail groups, operates a wide range of supermarkets, hypermarkets, electronics stores, and shopping centres. Their footprint requires seamless, scalable, and smart property and equipment management to support both daily operations and long-term asset value.

With Havi’s tailored Odoo solutions for facility management, they can centralise all from ticket tracking and equipment servicing to vendor oversights and real-time reporting.

Custom Odoo Facility Management Solution in Retail Malls

To help our client operate more efficiently across all properties, Havi implemented a tailored Odoo solution designed to unify ticketing with SLA control, maintenance and asset management, supplier oversight, and reporting. By mapping directly to our client’s day-to-day workflows, we delivered a system that eliminates inefficiencies and supports growth with confidence.

Centralised Ticketing with SLA Control

Odoo’s Helpdesk module enables facility teams to manage all service requests in one place, streamlining issue reporting, assignment, and resolution across malls. Tickets can be submitted via the portal or backend, automatically classified by type and priority, and routed through custom workflow stages.

SLA (Service Level Agreement) policies are fully embedded, allowing overdue or high-priority tickets to be flagged in real-time with clear visual cues for fast action. With automated email updates and built-in escalation logic, Odoo now provides clients complete visibility and accountability for service across all malls.

Smart Maintenance and Asset Management

Our team helped the client extend Odoo’s maintenance module to manage all equipment assets, repair jobs, preventive contracts, and vendor interactions. Each asset is tracked with ownership details and contract-based timelines, allowing preventive tasks to be automatically scheduled or halted depending on contract status.

Maintenance jobs follow a clear stage-based process supported by reminders, supplier follow-ups, and documentation uploads at each step. Priority rules and escalation triggers ensure urgent requests are followed up promptly.

Unified Supplier Management

To centralise supplier management, we customised the Odoo Contact module to help the client get a full overview of supplier performance. Each vendor has a performance profile that includes job history, service ratings, and evaluation scores. Suppliers that receive low ratings are automatically flagged in the system for review, ensuring underperformance is addressed early.

These insights are integrated directly into helpdesk and maintenance views, so teams can make informed decisions about vendor selection, renewals, and budgeting.

Custom Reporting for Maintenance Teams

We built a flexible reporting engine that draws from every core Odoo module - Helpdesk, Maintenance, and Contact. Teams can quickly generate dashboards to monitor SLA compliance, contract timelines, vendor ratings, ticket volumes, and cost summaries.

Reports can be filtered by location, category, or supplier, and exported for audit or planning purposes. Whether reviewing performance at a single mall or analysing trends across a property portfolio, decision-makers now have the insights to act with clarity and confidence.

Power Your Retail Facility Operations with Odoo + Havi

Whether you manage shopping centres, rental properties, or commercial equipment fleets, the complexity grows fast, and so should your systems. Odoo, enhanced by Havi’s Odoo experts, goes beyond traditional facility management tools. It embeds smart ticket workflows, equipment lifecycle tracking, and real-time reporting into a single, scalable system tailored for retail property and real estate operations.

Book a consultation today and see how Odoo can transform your approach to facility management, property oversight, and equipment servicing at scale.

Does Odoo have asset management?

Yes. Odoo provides powerful asset management tools that help businesses track, maintain, and depreciate long-term equipment and property assets with accuracy and ease.

Can I customise Odoo’s modules to fit my specific business requirements?

Absolutely. Havi works closely with you to analyse your operations and tailor Odoo modules, such as Helpdesk, Maintenance, and Projects, to suit your specific facility and asset management needs.