Measured outcomes
Tenant NPS +18 points year 1
Service request cycle time down 38%
Tenant retention rate +3 points (significant in CRE)
1,400 commercial properties (office, retail, mixed-use) with 1,400 different facilities-management practices. Tenant requests came via 18 channels. Dispatch was manual. Vendor management was decentralized. The REIT’s tenant NPS was lagging the industry by 14 points.
ServiceNow Workplace Service Delivery as the unified FM platform. Tenant portal (web + mobile) for service requests. Vendor management at platform layer with SLA + spend tracking. Predictive maintenance integration where building IoT existed. Property-by-property rollout in 6 waves.
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