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Epic Investment Services Replaced an Underused CMMS and Finally Made Informal Tenant Requests Measurable
Epic Investment Services replaced its computerized maintenance management system (CMMS) after leadership concluded that poor adoption was not a training gap, but a symptom of a system that operators did not want to use. “I don’t want to invest the time to get our operators really good at [the CMMS] when I think it’s not very good,” said Nada Sutic, VP of Sustainability, Innovation & National Programs at Epic Investment Services.
The previous platform handled tenant requests and preventive maintenance, but it suffered from poor UX and UI, limited visibility into performance, limited reporting capabilities, and vendor communication issues.
The real operational consequence was not just low adoption. It was invisible work. Tenants often reported issues informally in hallways or in passing conversations. The maintenance was completed, but it was never consistently logged.
Following a roughly six-month RFP process, Epic selected Visitt as its replacement CMMS platform. Once implemented and paired with mandatory digital intake, 95% of tenant requests began flowing through the app. Engagement increased 300%, giving Epic measurable response-time data for work that had previously gone untracked.
The transition also exposed issues in the quality and completeness of preventive maintenance records. Once legacy data was migrated into the new system and made visible, leadership could see gaps that had not been obvious before. That visibility is now shaping expectations around how building operators document work, especially as Epic pushes to ensure maintenance activity is consistently captured in the system.
If operators still field maintenance requests informally, your system is not the system of record. Epic did not create more maintenance activity; instead, it provided more visibility into work that was already happening.
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Epic Investment Services replaced its computerized maintenance management system (CMMS) after leadership concluded that poor adoption was not a training gap, but a symptom of a system that operators did not want to use. “I don’t want to invest the time to get our operators really good at [the CMMS] when I think it’s not very good,” said Nada Sutic, VP of Sustainability, Innovation & National Programs at Epic Investment Services.
The previous platform handled tenant requests and preventive maintenance, but it suffered from poor UX and UI, limited visibility into performance, limited reporting capabilities, and vendor communication issues.
The real operational consequence was not just low adoption. It was invisible work. Tenants often reported issues informally in hallways or in passing conversations. The maintenance was completed, but it was never consistently logged.
Following a roughly six-month RFP process, Epic selected Visitt as its replacement CMMS platform. Once implemented and paired with mandatory digital intake, 95% of tenant requests began flowing through the app. Engagement increased 300%, giving Epic measurable response-time data for work that had previously gone untracked.
The transition also exposed issues in the quality and completeness of preventive maintenance records. Once legacy data was migrated into the new system and made visible, leadership could see gaps that had not been obvious before. That visibility is now shaping expectations around how building operators document work, especially as Epic pushes to ensure maintenance activity is consistently captured in the system.
If operators still field maintenance requests informally, your system is not the system of record. Epic did not create more maintenance activity; instead, it provided more visibility into work that was already happening.
Register for the next Nexus Labs event
Sign up for the newsletter to get 5 stories like this per week:
This is a great piece!
I agree.