Property developer & community manager, UAE
65,000 homes and 500 subcontractors on one live system.
- work orders a year
- 4M+
- MEP assets tracked
- 300K+
- subcontractors on the platform
- 500
Facility management software that holds UAE contractors to their SLAs
Reflexion gives property owners and FM companies in Dubai, Abu Dhabi and across the Emirates one system for work orders, planned maintenance and contractor performance. A mall operator in Dubai and Abu Dhabi recorded 62% fewer SLA breaches after moving onto it.
Used by property owners and FM companies including
The problems UAE portfolios run into, and how Reflexion solves them
Most global CAFM products were built for buildings run by an in-house team. In the UAE, most buildings are maintained under contract by an appointed FM company, and every authority expects compliance evidence in its own shape. These problems follow from that.
You cannot check your contractor's performance
Most UAE buildings are maintained by an appointed FM company rather than an in-house team, so the owner's picture of performance is usually the contractor's own monthly report.
How Reflexion handles it
Every work order runs against the SLA in the contract. Reflexion scores each contractor from weighted SLA and KPI rules and works out penalties from the contract's own terms, with a drill-down to the work order behind every miss.
The maintenance history leaves with the contractor
When the FM provider supplies the CAFM system, the asset register, the maintenance history and the compliance trail belong to them. At re-tender they go with the outgoing vendor, and the incoming one starts from a survey.
How Reflexion handles it
The owner holds the platform and each contractor works inside it, so the history stays with the building through every change of provider.
Inspection evidence is a signed sheet in a site office
Dubai Municipality and Civil Defence inspections, DHA and DOH audits in healthcare, and lift inspection regimes each expect evidence in a particular shape. Paper does not hold up when twelve months of history is requested.
How Reflexion handles it
Statutory checks sit in the PPM schedule with the rest of the maintenance. Each one is recorded on mobile with the technician, the time, the location and photographs, so the evidence an inspector asks for is already in the system.
Work goes unrecorded in plant rooms with no signal
Basement plant rooms and rooftop chiller decks have no signal, and the technicians closing work orders are rarely at a desk. Work that is recorded later is recorded badly or not at all.
How Reflexion handles it
The technician app keeps working offline and syncs when the connection returns, with photos, time stamps and sign-off on each job.
Soft services run on a separate spreadsheet
Maintenance-only systems leave cleaning, security and landscaping outside, and within a year the building has a second system.
How Reflexion handles it
Cleaning rounds, landscaping and guard patrols run in the same system as the engineering work, with their own schedules and SLAs.
Owner reporting takes days and still gets disputed
Requests arrive by phone, email and WhatsApp, and the monthly report to the owner is put together by hand from spreadsheets.
How Reflexion handles it
Every channel lands in one help desk, including WhatsApp Business and the call centre phone system, and the owner reads the same live dashboard as the FM team.
New to the category? Start with what CAFM and CMMS mean, or the difference between CAFM, CMMS and IWMS. Comparing vendors? Our comparison of ten CAFM platforms in the UAE covers the alternatives, including where they beat us.
What each capability changes for the business
Each capability is paired with a result a Reflexion client in the UAE recorded, taken from our published case studies.
| Capability | What it changes for the business | Result at a UAE client |
|---|---|---|
Contractor SLA and KPI scoring Response and resolution measured per contractor against each SLA, and a performance score calculated every day from weighted rules. | Breaches show up while there is still time to act, and every penalty is backed by the work order it came from. | 62%fewer SLA breaches Mall operator, Dubai & Abu Dhabi |
Planned preventive maintenance SFG20 or your own task sheets, scheduled across a 52-week calendar and tracked against a tolerance window. | Statutory inspections stop slipping, which reduces the insurance and liability exposure that missed ones create. | 94%PPM compliance, up from 71% Mall operator, Dubai & Abu Dhabi |
Owner dashboards and reports Live SLA, KPI and PPM figures by building, contractor and service. | The owner and the FM team read the same numbers, so the monthly report stops being a negotiation. | 38%faster owner reporting Mall operator, Dubai & Abu Dhabi |
Technician mobile app Before and after photos, materials and digital sign-off recorded on the job, online or offline. | Proof of work arrives with the job, so subcontractor invoices are approved without a dispute. | Billing cycles cut to 7 days with photo evidence on every job Mall operator, Dubai & Abu Dhabi |
Automatic work order allocation Jobs assigned by skill, availability, duty roster and location, with a supervisor override. | Work reaches the right technician at any hour without waiting for a coordinator. | Contractors and technicians allocated automatically, 24x7, without dispatchers Property developer & community manager, UAE |
Asset register with QR tagging Location, criticality, warranty, cost and service history for every asset, one QR scan away. | Asset costs feed lifecycle and sinking fund budgets, and technicians open the history on site instead of guessing. | 300K+MEP assets tracked Property developer & community manager, UAE |
Quotations and contract profitability Out-of-scope work priced on site from approved rate cards, with income and cost tracked per contract. | FM providers bill the extra work they used to lose, and can see which contracts make money. | Technicians raise quotations on site from preset rate cards Integrated FM service provider, UAE |
How a Tier-1 UAE mall operator cut SLA breaches by 62% with Reflexion
A leading mall operator running 6 retail destinations and 4.2 million sq ft across Dubai and Abu Dhabi. FM ran across 11 subcontractors on a legacy CMMS, spreadsheets, WhatsApp and email. Owner reporting took four days a month and was often disputed, SLA breaches surfaced only at escalation, and PPM compliance sat at 71%.
The client is kept anonymous here, as in the published case study. We share names on reference calls.
| Measure | Before | After Reflexion |
|---|---|---|
| PPM compliance | Before: 71%, paper checklists and missed inspections | After: 94%, auto-scheduled with mobile sign-off |
| Owner reporting | Before: 4 days a month, frequently disputed | After: Live dashboard, one source of truth |
| Billing cycle | Before: 30 to 45 day delays from disputes | After: 7 days, with photo evidence built in |
| Tenant complaints | Before: 38 hours on average, no audit trail | After: 11 hours on average, full work order history |
- fewer SLA breaches
- 62%
- PPM compliance, up from 71%
- 94%
- faster owner reporting
- 38%
- from kickoff to go-live
- 12 wks
Integrated FM service provider, UAE
200+ contracts run with profitability visible per contract.
- FM contracts
- 200+
- work orders a year
- 600K+
- technicians on the mobile app
- 2,000
How UAE sectors use Reflexion
The same platform, set up around how each sector runs its buildings and contracts. Each name opens the full use case.
Shopping malls and retail
Tenant requests, subcontractor SLAs and statutory PPM across high-footfall sites, with a live dashboard for the asset owner. It is the setup behind the mall operator case study above.
Residential communities and towers
Resident service requests arrive with photos and location, common-area assets are QR-tagged, and asset costs feed sinking fund budgets. One community developer client also connects its owners' association management system.
Integrated FM providers
Many client contracts on one platform, with SLA performance reported per client, quotations raised on site and profitability visible per contract.
Multi-property owners
One owner-controlled record across the portfolio, with every provider measured on the same SLA rules and KPIs compared property by property.
Commercial real estate
Office towers and mixed-use developments, with tenant services, energy monitoring and visitor management alongside the maintenance.
Hospitals and clinics
Maintenance and inspection records kept ready for DHA and DOH audits, with critical hospital assets and infrastructure on planned maintenance.
Hotels and resorts
Guest-facing faults fixed quickly and equipment kept on planned maintenance, with energy and water use tracked by zone and compared across properties.
Banks and financial institutions
Every branch, ATM site and regional office on one dashboard, with compliance audits and service provider governance in the same system.
There are use cases for restaurants and F&B, theme parks, lift and escalator maintenance, and landscaping too.
Implementation, integrations and data ownership
How a rollout runs, which systems Reflexion connects to, and who keeps the data when a contract changes hands.
Implementation
Lattice's team in Dubai runs implementation and support. The software configuration rarely sets the pace; the asset register does. A clean asset list moves quickly, while a portfolio that needs a physical survey and asset tagging takes longer.
The mall operator's rollout, kickoff to go-live in 12 weeks
Weeks 1 to 3
Discovery, asset register and subcontractor onboarding
Weeks 4 to 6
52-week PPM schedule and SLA matrix configured
Weeks 7 to 9
Mobile app rollout and technician training
Weeks 10 to 12
BMS and ERP integration, owner dashboard go-live
Integrations
Email and SMS notifications come as standard. Every other interface is set up for your system and licensed per system.
ERP
Oracle, SAP and Microsoft Dynamics. Completed jobs flow to billing; procurement and inventory connect as separate interfaces.
BMS, IoT and SCADA
Alarms raise work orders automatically, in real time.
CRM and property management
Salesforce, Yardi and other property management systems.
Call centre telephony
CTI and IVR, connecting the help desk to the call centre's phone system.
WhatsApp Business
Service requests and status updates on WhatsApp.
Owners' association management
The OAMS used by an owners' association manager, as at one community developer client.
HR, payroll and attendance
Staff records and attendance kept in step with HR.
Payment gateways
Online payment for services ordered through the tenant app.
Smart meters and gates
Meter readings and gate events from individual systems on site.
Data ownership and hosting
When an owner licenses Reflexion, contractors are given access to the owner's system instead of bringing their own. The asset register, the maintenance history and the compliance trail stay with the building through every change of FM provider.
Where it runs
Lattice cloud
SaaS on Lattice's shared cloud, on Microsoft Azure.
Dedicated server
SaaS on a single-tenant Azure or AWS server for your organisation.
Your own servers
A perpetual licence installed on your premises, with an annual support contract.
Questions UAE buyers ask before they commit
If yours isn't here, bring it to the demo.
Pricing is normally a subscription per month, with a one-off implementation cost covering asset tagging, data migration and configuration. Reflexion is sold as a SaaS subscription with a one-off implementation fee, or as a perpetual licence with an annual support contract if you host it yourself, and add-on modules and integrations are priced one by one. The implementation is often underestimated: surveying and tagging a building is typically the largest single line in year one, and it is the part that determines whether the system works.
For a single building with a clean asset list, four to eight weeks. For a multi-building portfolio requiring a physical asset survey, three to six months, with the survey rather than the software configuration driving the timeline. A mall operator with 6 malls, 4.2M sq ft went from kickoff to go-live in 12 weeks, including BMS and ERP integration.
The software configuration is rarely the hard part. The work is in the asset register: an accurate one is migrated as it stands, and an unreliable one is surveyed and re-tagged, which is where most of the time goes. Bring an export of your current register to the demo and we can tell you which case you are in.
Contractors work in Reflexion through their own portal and their technicians use the mobile app, so the system is where the work happens rather than something they report into afterwards. At one UAE community developer there are 500 subcontractors on the platform, working in the same live system as the developer's own team.
For office-based users, usually not. For technician-level users it frequently does, and it is one of the more common reasons adoption stalls after go-live. Check the mobile app specifically rather than the desktop interface.
If you, the owner, license the platform, you do. Contractors are given access to your system, so the asset register, the maintenance history and the compliance trail stay with the building when a contract is re-tendered. If the FM provider supplies the system, that record is theirs, which is worth settling before you sign rather than at exit.
Reflexion runs as SaaS on Lattice's cloud on Microsoft Azure, as SaaS on a dedicated Azure or AWS server for your organisation, or on your own servers under a perpetual licence. If your policies require data to stay on infrastructure you control, the on-premise option covers it.
Yes. It connects to ERP systems such as Oracle, SAP and Microsoft Dynamics; BMS, IoT and SCADA platforms, where alarms raise work orders automatically; CRM and property systems such as Salesforce and Yardi; call centre telephony; WhatsApp Business; HR and payroll; payment gateways; and smart meters. Each interface is set up for your system and licensed per system.
Some can. Owners' association reporting has particular requirements around service-charge-relevant cost allocation and sinking-fund treatment that generic international platforms rarely cover. If you manage jointly-owned property in Dubai, raise this in the first demo rather than the procurement stage.
Yes. The case studies on this site are anonymised, and we share client names on reference calls. Ask for one when you book your demo.
It depends on whether you are an asset owner or a service provider, and on how much of your requirement is soft services and compliance rather than pure maintenance. Owners with multi-building portfolios generally need owner-controlled CAFM covering hard and soft services with vendor SLA measurement. Our comparison of ten CAFM platforms available in the UAE sets out where each one fits, including where competitors are the better choice.
Book a 30-minute demo
Tell us about your buildings in Dubai, Abu Dhabi or the Northern Emirates, or the FM contracts you run, and we'll show you Reflexion with examples close to your own operation.