Customer Success Story

Challenge

The Grove is a Class A suburban office park in Charlotte, North Carolina, featuring six buildings with 38 diverse tenants across 265,000 square feet. The property hosts a unique mix of single and multi-story buildings with governmental entities, local businesses, and several full-service offices. 

Managing such a large property with varied tenants, leases, and buildings led to multiple challenges. The management team struggled with budgets, needing to calculate separate common area maintenance fees and manage invoices for multiple buildings. Handling different types of leases just added to the confusion. 

Inefficient communication and delayed maintenance left tenants frustrated with the property management team. The previous property management system wasn’t much help, making clear the need for a new, more transparent tool. 

Solution

The Grove’s management team brought in Prism by Building Engines to address their complex building operations. The platform simplified property management workflows, allowing the team to separate tasks by property, track and manage work orders, handle inspections and incidents, and facilitate resource reservations.  

• Communication: Tenants could now directly communicate with property managers through Prism’s online portal. They can log in, submit work orders, and track progress without having to ask for clarity. 
• Working on the go: The mobile app lets tenants make requests and receive updates via text or email, expediting the work order completion process. 
• The app is a major help for the on-site engineer. “The engineer loves it. He’s on a golf cart. He’s not going to be on his desktop all the time. If he sees something out in the field, he can take a picture. Or he can send out a mass text in case of an emergency. And he can do that all through his phone,” the General Manager explains. 
• Performance at a glance: Customizable dashboards give an instant look at all details across the property. 
• Confident COI tracking: Prism’s robust certificate of insurance tracking has eliminated the need for outdated Excel sheets and reduced human error, with previously non-compliant tenants now having their insurance information accurately tracked. 

The system’s full record of information improves communication between tenants and management. Self-booking features and self-service work orders also mean that property managers are getting less emails.  

Prism transformed The Grove’s operations by streamlining multi-building management, enhancing tenant satisfaction through real-time communication, and improving compliance tracking that positioned the property as a leader in Charlotte’s competitive office market.