The organization
A commercial property manager runs multi-tenant office buildings for several owners. Each building has its own engineers, a building manager and contracted vendors for elevators, cleaning, fire systems and HVAC.
Tenants expect fast answers, owners expect a monthly account of their building, and leases set response times the manager has to meet.
The challenge
Tenant requests arrive by phone, email and at the front desk, and nobody can say quickly whether the response times promised in each lease are being met.
- Requests are logged in different inboxes per building.
- Response times are not measured, so SLA breaches come out in complaints.
- Vendor jobs are chased by phone, with no record of when the vendor was called.
- Monthly owner reports are assembled by hand from spreadsheets.
- Planned maintenance for elevators and chillers lives in vendor binders.
How it is set up in Asset Infinity
The property manager runs every building in Asset Infinity, with tenant requests, vendor work and planned maintenance in one place.
Tenant requests
Tenants raise requests from the web, mobile app, email or a QR label in the space, with a photo. They can follow progress without calling. (Work)
SLA timers by priority
Response and completion targets match what the leases promise. Timers pause while a job waits on a supplier, and overdue jobs trigger reminders. (Work)
Vendor contracts and invoices
Contracts with elevator, fire and HVAC vendors are recorded with their dates, and vendor invoices are matched to the purchase orders behind the work. (Suppliers)
A report per building
Scheduled reports send each owner their building’s requests, SLA performance, planned work done and spend every month. (Insight)
How it works day to day
Here is how a tenant request runs from report to monthly owner report.
- Tenant: raises a request. A tenant’s office manager reports a cold meeting room from the web portal, adds a photo and marks the priority.
- System: starts the SLA clock. The request lands in that building’s queue and its SLA timer starts. The building manager is notified.
- Building manager: assigns the work. The manager turns the request into a work order for the building engineer, who is notified on the mobile app.
- Building engineer: finds a vendor job. The engineer finds a failed fan coil motor under the HVAC vendor’s contract and marks the job as waiting on the supplier. The SLA clock pauses.
- Purchasing: orders the repair. A purchase request becomes a purchase order to the vendor. When the vendor finishes, the engineer checks the room and closes the work order.
- Tenant: sees it closed. The tenant sees the request closed with notes, without calling the front desk.
- Owner: gets the monthly report. A scheduled report per building shows requests, SLA results, planned maintenance completed and vendor spend for the month.
Before and after
| Before | With Asset Infinity | |
|---|---|---|
| Tenant requests | Phone, email and front desk | A tracked request with a photo and status |
| Lease SLAs | Not measured | A timer on every request, by priority |
| Vendor waits | Chased by phone, counted against the team | Marked as waiting on the supplier, clock paused |
| Planned maintenance | In vendor binders | Preventive plans per building asset |
| Owner reports | Built by hand each month | Scheduled report per building |
The first month
- Buildings and assets loaded. Each building’s floors, tenant spaces and major equipment are imported, and QR labels go up in common areas.
- SLAs and vendors set. Priorities and SLA targets are set to match the leases, and vendor contracts are recorded.
- Tenants invited. Tenant contacts get access to raise requests; building engineers start on the mobile app.
Example results
- Every tenant request timed against its SLA from the moment it is raised
- 1 monthly report per building, sent on schedule
- 100% of elevators, chillers and fire systems on a preventive plan
- SLA breaches show up on the dashboard while there is still time to act.
- Time spent waiting on vendors is visible and does not count against the team.
- Tenants follow their request status instead of calling the front desk.
- Repair history per asset shows which equipment drives the most tenant complaints.
Why it worked
SLAs you can show
Every request is timed against its target, so the manager can prove performance against each lease.
Vendors in the same record
Vendor work, purchase orders and invoices sit with the job, so nobody chases a supplier from memory.
Owners kept informed
Each owner gets the same monthly report on schedule, built from the work itself.
Looking ahead
With one request queue per building and SLA timers running on every job, the property manager knows where it stands against each lease before a tenant has to complain.
Owners get the same picture every month without anyone building a spreadsheet, and the asset history behind it supports the capex plans the manager proposes to them.