Case Study: The RMR Group achieves best-in-class service operations and improved tenant experience with Building Engines

How RMR Improves the Tenant Experience and Its Ability to Deliver Best-in-class Service Operations

RMR Group, a manager of multiple publicly traded REITs with billions in assets and a large multi-state portfolio, needed to improve tenant satisfaction and validate its service operations after its legacy CMMS became outdated and suffered very low tenant adoption (only ~10–15% in a sample). The company sought a modern, easy-to-use, end-to-end platform with real-time reporting, strong vendor collaboration, and an on-time implementation to support preventative maintenance, work orders, COI tracking and better operational visibility.

RMR selected Building Engines, established strong project governance and training, integrated the platform with its accounting data, and executed a phased rollout—training ~400 users and deploying across 621 properties (over 68 million sq ft) in four months. The new system drove significant tenant uptake, faster documented work order completion, improved system usage and reporting, and gave RMR the data to link SLAs to tenant satisfaction and equipment life.

The RMR Group

Michael Parks

Director of PMO and Application Development