Work Order Management

What is Work Order Management? Your Guide to AI-Driven CRE Maintenance

Key takeaways:

Work order management covers every CRE maintenance step, from request to completion, promoting efficient, compliant, and reliable operations.

AI-driven platforms additionally implement predictive scheduling, automated routing, and SLA tracking, reducing unplanned downtime and repair costs.

Visitt provides CRE firms with centralized, end-to-end control over work orders, integrating task management, cost tracking, and tenant communication into one system.

What is work order management?

Work order management (WOM) is a structured way to control maintenance, service, tenant, and vendor tasks from request to completion. In commercial real estate (CRE), it covers every stage of the cycle:

• Defining the task -  identifying exactly what needs to be done, whether that’s repairing a broken light fixture, scheduling routine HVAC servicing, or handling a tenant’s request. Clarity at this stage is essential, since a poorly defined task can lead to delays, confusion, or rework later on.
• Planning resources - This involves determining what tools, materials, skills, and time will be required to complete the job. For property teams, this step helps anticipate costs, align schedules, and avoid disruptions, especially in busy buildings where multiple tasks may compete for the same resources.
• Assigning work - Once the groundwork is set, the process moves to assigning work. Here, the job is directed to the right technician, vendor, or team member. Assignments need to be clear and actionable so the responsible party can get started quickly. This step also establishes accountability, ensuring everyone knows who is responsible for what.
• Monitoring work status - As the task progresses, monitoring work status becomes critical. Managers and stakeholders need visibility into whether the job is on track, delayed, or requires additional support. This ongoing oversight makes it easier to address issues as they arise and keeps tenants informed about when they can expect resolution.
• Completing the job - The cycle concludes with completing the job. At this stage, the task is not only finished but also verified, documented, and closed out. Completion records are valuable for tracking vendor performance, analyzing recurring issues, and ensuring compliance with safety or service standards.
• Recording and analyzing the outcome for reference - Documenting what was done, how long it took, and what resources were used creates a valuable record for future reference. This data can be analyzed to identify recurring issues, evaluate vendor performance, track costs, and even anticipate future maintenance needs. Over time, these insights help improve efficiency, reduce downtime, and enhance tenant satisfaction.
  

Contrary to popular thought, WOM processes aren’t put into place to “fix things when they break.” They encompass:

• Reactive maintenance (responding to urgent issues) 
• Preventive maintenance (scheduled servicing to reduce failures) 
• Predictive maintenance (using data to anticipate problems)
• Administrative work such as inspections, vendor coordination, and compliance tasks. 
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What is work order management used for?

Its goal is to set priorities, use staff and resources wisely, keep building systems running smoothly, and ensure tenant satisfaction. Work order management software supports this through automated scheduling, task tracking, and clear communication, helping property managers, maintenance staff, and tenants stay aligned.

Many CRE teams use WOM systems as part of a CMMS (Computerized Maintenance Management System), which centralizes maintenance data and work history for more informed decisions. These days, AI-powered WOM tools add a predictive layer to the maintenance process. They analyze asset data, flag patterns, and even generate work orders automatically when performance indicators fall outside expected ranges, before failures occur.

Work order management in action

For example, if an HVAC system draws more power than usual, an AI-generated work order would be sent to the right technician, along with the asset history and repair notes. The issue would then be fixed without any of the tenants realizing anything was wrong or the HVAC system breaking down.

Or, the system might notice a pattern of elevator service calls about a door getting stuck indicating sensor failures, or unexpected stops foreshadowing a hydraulics issue. It would then create a proactive work order and route it to the preferred vendor, together with the service history and parts list. Managers would follow the repair in real time, but wouldn’t have to rescue tenants from elevators refusing to open flush with the 11th floor. 

Why is work order management important for CRE?

Firms using AI-powered work order management systems lower expenses through preventive maintenance, resolve issues faster, and keep building assets performing reliably, protecting revenue and tenant retention. For example, when Carr Properties introduced Visitt across its portfolio, the impact was immediate: 58% of service requests were resolved within the first hour, 82% within three hours, and 25% of work orders were generated proactively. Meanwhile, teams that remain tied to rigid legacy tools continue to absorb delays, spend more on emergency repairs, and risk tenant trust when problems linger. 

CRE adoption challenges vs. benefits

Integration often feels like the biggest obstacle, and the data reflects that. Deloitte’s 2024 commercial real estate outlook reported that 61% of firms still rely on legacy core systems, even though nearly half are already moving to modernize. That reliance has slowed progress, though in the following year’s outlook, and with generative AI creating new possibilities, 81% of respondents said data and technology would be their top investment priority. 

Thus, the greater risk is doing nothing. Those who adopt AI-driven WOM systems benefit from faster resolutions, proactive maintenance, and better use of resources, so it’s in every CRE firm’s best interest to keep up and benefit from:

• Prioritized work
• Improved efficiency
• Reduced costs
• Stronger compliance
• Enhanced transparency
• Proactive problem-solving

Which use cases show the value of AI in CRE work order management?

AI-powered work order management is applied across five main areas that directly help property managers cut downtime, stay compliant, and deliver a better tenant experience. These areas span: self-service portals, AI scheduling and monitoring, vendor coordination and management, integrated communication, and data centralization.

Tenant self-service apps

Mobile apps let tenants submit requests, upload photos, and track progress directly from their smartphones. This reduces administrative workload, improves the accuracy of submitted information, and speeds up the first-time fix rate.

AI scheduling and asset monitoring

CMMS  WOM can use AI to analyze asset data and usage patterns, enabling preventive maintenance tasks to trigger automatically. This lowers emergency repairs, aligns with tailored SLAs, and extends the life of HVAC, plumbing, and other critical systems.

Real-time vendor coordination and management

With property management work order software, vendors instantly receive assignments with all necessary details, access asset history, and submit invoices in one place. This simplifies coordination, improves SLA adherence, reduces invoice processing time, and gives property teams visibility into costs and charges across buildings or entire portfolios.

Integrated communication across tenants, staff, and vendors

Mobile-first tools provide updates, chat, and photo documentation directly within the WOM process. This ensures all stakeholders stay informed, reduces delays caused by miscommunication, and maintains clear audit trails for compliance.

Centralized historical data and KPIs

Every completed work order builds a detailed record of cost, time, and issue type. AI highlights recurring failures, tracks KPIs such as MTTR and FTFR, and supports smarter capital planning decisions across the CRE portfolio.

What does work order management look like with Visitt?

Visitt builds on the gaps left by legacy proptech tools, combining automation with AI to handle every part of the work order management process within a single platform. It categorizes requests, flags duplicates, detects recurring issues, and surfaces trends that CRE property management teams can act on before they escalate. 

With Visitt, managers gain portfolio-wide visibility, automated assignments, and accurate cost tracking with built-in invoicing and accounting sync, while tenants benefit from easy in-app requests, real-time updates, and quick feedback loops—all designed to cut downtime and improve service across every building.

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See what smarter work order management can do for your portfolio