Related Ross Sees 3X Tenant Engagement After Unifying Operations with Visitt

In the sunny heart of West Palm Beach, Related Ross is redefining urban living. Known for landmark properties like 360 Rosemary and CityPlace Tower, the company is reshaping Palm Beach County with an innovative mix of residential, commercial, and cultural spaces. More than a CRE developer, Related Ross is a community builder — creating spaces where people connect, collaborate, and contribute to local economic growth. But while their buildings were transforming neighborhoods, their tech stack wasn’t keeping pace.

The Challenge

Fragmented Operations Were Holding Engagement Back

Tenants had to navigate multiple disconnected systems just to access basic services — from work orders to visitor check-ins — each with separate logins and inconsistent interfaces. On the backend, operations teams were dealing with the same fragmentation: communications were siloed in email, service requests were scattered across platforms, and visitor management wasn’t integrated at all. For Related Ross, the path forward was clear: unify everything in one place and within just 2 months of unifying their operations with Visitt, the company saw a 3X increase in tenant engagement, a 4.9+ satisfaction score, and higher adoption than any previous system.

The Solution

Reconnecting tenants with teams and spaces

Partnering with Visitt, Related Ross created a strategic, 3-step plan to bridge digital gaps and re-engage tenants.

1. Centralize & simplify:

The first step was bringing every touchpoint into one ecosystem, with Visitt as a single digital key to access services across the entire property, including:

• Real-time chat for service requests
• Online amenity bookings
• Visitor and vehicle management
• COI Management
• Document library management - 
such as waiver and tenant handbooks
• Real time building announcements
• Tenant bill backs

2. Connect teams & tenants:

To foster stronger relationships and deliver a seamless digital experience, Related Ross leveraged Visitt’s white-label tenant app alongside their existing Related360 platform. Using Visitt’s customization capabilities, they adjusted styles, added their logo, and tailored every touchpoint to reflect the Related Ross brand — creating a cohesive, on-brand experience tenants instantly recognized. But it wasn’t just about design. With Visitt’s built-in online chat, tenants can message the team directly, submit service requests on-the-go, receive real-time updates, and access building documentation — all from one unified space. By streamlining how tenants connect with onsite teams, Related Ross elevated both convenience and service continuity across their portfolio.

3. Listen, track sentiment, and grow

Related Ross keeps lines of communication open by using Visitt’s service rating feature to regularly check in with tenants, ensure expectations are being met, and introduce focused improvements that build long-term trust.

The Results:

3X Increase in tenant engagement

Related Ross created a winning formula: The more tenants engage, the more data flows in, generating new insights that drive even better experiences.

• High adoption rates, with more tenants using Visitt than their previous system
• Deeper platform usage with existing users engaging more frequently
• Streamlined tenant experience, from service requests and booking to signing documents
• Full brand control, with the marketing team independently designing digital assets for the tenant interface
• Better visibility with real-time tenant feedback
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