Customer Success Story

Challenge

As occupancy increased at Blanchard Plaza, the property management team needed to upgrade better handle a steady flow of 30+ work orders per week at the 256,000-square-foot building. The small team of the general manager and two in-house engineers faced significant communication issues that frustrated tenants. 

“Previously when the tenant placed a work order, they would have to ask for follow-up a lot of the time. They wanted to know what was happening with the work order and whether it got resolved because there was no note,” the General Manager explains. Manual processes consumed valuable time, and regular meetings with the facilities team involved lengthy discussions about work order status. 

The team had previously used Building Engines’ Classic platform, with which the GM says the team had a great experience. However, they knew they would need to improve their building operations platform to enhance the tenant experience. 

Solution

The team moved from Building Engines Classic to Prism, taking advantage of the advanced features in Building Engines’ next-generation platform. The transition proved remarkably smooth. “The engineers had been using Classic, and they were used to it,” the General Manager notes. “But it’s been an easy transition from one platform to another. They picked it up quickly, and they also got some training.” 

Prism immediately addressed the communication challenges that Classic couldn’t solve. “Prism helps us to fill a communications gap,” enabling real-time comments on work order tickets that tenants and facilities management can see instantly. The advanced incident reporting feature automatically notifies all relevant stakeholders in real time, eliminating the risk of missed emails and miscommunication. 

The platform’s intelligent automation removed manual processes that were still required in Classic. “It takes all the manual work out of it,” helping the team prioritize and assign work automatically. Meeting efficiency improved dramatically as Prism’s transparency reduced work order discussions from multiple pages of questions to just one or two total inquiries 

The migration delivered immediate and measurable operational improvements. Response times dropped from 48 hours to 24 hours for the same workload. The General Manager confirms that tenants have noticed the transformation, with improved visibility and work order information readily available.