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Epic Investment Services Rolled Out a New CMMS With Minimal Training Because the UI Was the Strategy
Epic Investment Services decided to replace its CMMS after leadership concluded that the platform itself, not operator training or change management, was the root cause of poor adoption.
The company already had a system for tenant service requests and preventive maintenance. Still, property teams weren't consistently using it—that limited Epic's ability to capture reliable operational data across its portfolio.
When Epic's CEO asked why the platform wasn't being used more fully, the initial suggestion was additional training. Nada Sutic, Head of Sustainability, Innovation, and National Programs at Epic, pushed back. If the company didn't believe in the CMMS UI, investing operator time in mastering it didn't make sense.
Instead, Epic restarted the selection process. The team spent four to five months defining requirements and identifying non-negotiables, followed by roughly six months evaluating vendor demos with a cross-functional internal committee.
Usability quickly emerged as the decisive factor, leading Epic to choose Visitt as its new platform provider. Sutic said the new platform needed to work equally well for highly technical staff and for operators who needed a tool that functioned intuitively in day-to-day workflows.
That philosophy also shaped the rollout. When Epic deployed the new system, operator training was intentionally limited: about 30 minutes for most building operators and roughly an hour for property management teams seeking deeper exposure. If Visitt were going to prove its ease of use, extensive training shouldn't be required.
For Epic, the experience reinforced a practical operational lesson: if software requires extensive training to gain adoption, the interface may already be working against the people expected to use it.
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Epic Investment Services decided to replace its CMMS after leadership concluded that the platform itself, not operator training or change management, was the root cause of poor adoption.
The company already had a system for tenant service requests and preventive maintenance. Still, property teams weren't consistently using it—that limited Epic's ability to capture reliable operational data across its portfolio.
When Epic's CEO asked why the platform wasn't being used more fully, the initial suggestion was additional training. Nada Sutic, Head of Sustainability, Innovation, and National Programs at Epic, pushed back. If the company didn't believe in the CMMS UI, investing operator time in mastering it didn't make sense.
Instead, Epic restarted the selection process. The team spent four to five months defining requirements and identifying non-negotiables, followed by roughly six months evaluating vendor demos with a cross-functional internal committee.
Usability quickly emerged as the decisive factor, leading Epic to choose Visitt as its new platform provider. Sutic said the new platform needed to work equally well for highly technical staff and for operators who needed a tool that functioned intuitively in day-to-day workflows.
That philosophy also shaped the rollout. When Epic deployed the new system, operator training was intentionally limited: about 30 minutes for most building operators and roughly an hour for property management teams seeking deeper exposure. If Visitt were going to prove its ease of use, extensive training shouldn't be required.
For Epic, the experience reinforced a practical operational lesson: if software requires extensive training to gain adoption, the interface may already be working against the people expected to use it.
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.