How Epic Transformed Portfolio Operations in 60 Days with Visitt

The Challenge

Limited Visibility Was Causing Inconsistent Service Standards

Epic's legacy platform was no longer keeping pace with the demands of their 12 million square-foot portfolio of over 170 buildings in Canada. Preventive maintenance tasks and general maintenance procedures weren't being tracked or standardized, leading to inconsistencies and inefficiencies across the portfolio. Tenant engagement with the system was low, and requests came in through a mix of phone calls, emails, and other channels, without a unifying platform.

As a result, there was manual work, complexity and ultimately inefficiency that made it difficult to identify if the desired service levels were being delivered. Without real-time tracking, intuitive navigation, or accessible data, the team had no reliable way to monitor performance or enact consistent service and maintenance standards across the portfolio. Field operators, frustrated by the outdated mobile app, often opted out of tracking maintenance in the system, further widening visibility gaps and reducing the accuracy of operational data. For a company with a property management mandate for nearly 12 million square feet, this approach was no longer sustainable.

The Solution

A Single, Unified Al-Driven Platform Across the Portfolio

Visitt's intuitive, mobile-first design made it easy for teams to adopt: "Two weeks before we transitioned from our old platform to Visitt, we provided 30 minutes of training to our front-line employees," Sutic shared.

{{quote-2}}

Impact

60 Days to Total Transformation

Visitt's design and live performance dashboards transformed Epic's operational practices. Operators started logging more data -without it feeling like more work, providing managers with live, mobile access to information on activity, performance, and issues-an upgrade from their previous capabilities.

"Documentation is usually an operators' least favorite part of the job. Now they're consistently logging data throughout their day, giving managers real-time visibility to measure service standards, identify gaps as they happen, and resolve issues right away."
|{{card_wrap}}

Operational Transformation

Standardization and Efficiency Gains

With consistent data across all buildings, Epic was able to establish and implement clear service standards. Preventive maintenance task completion hit an all-time high, and automated workflows aligned teams across the portfolio. Crucially, Epic now has the ability to identify and close gaps. With clear PM setup visibility, managers can quickly align assets and schedules. Real-time service data informs coaching and communication improvements. And when lower satisfaction ratings come in, managers are instantly notified and can follow up within minutes.  In addition, Epic's call center is now fully integrated with Visitt via API, eliminating manual steps and saving hours of coordination daily.

{{quote-3}}

Today, Epic operates with full visibility into every property, and the ability to standardize and optimize workflows in real time. What began as a technology upgrade has become a cross-functional platform connecting tenants, operators, and management with measurable value at every interaction.

‍