The challenge
- Four systems for one operation: a legacy CMMS for HVAC, spreadsheets for soft services, WhatsApp for tenant complaints and email for SLA reporting.
- No single view of work orders. Reporting to the asset owner took four days a month and was disputed more often than not.
- SLA breaches were invisible until a tenant escalated, so the team was always reacting.
- PPM compliance ran at 71%, and missed statutory inspections created insurance and liability exposure.
- Without photo evidence, disputes with subcontractors held up billing by 30 to 45 days.
The solution
Reflexion deployed one owner-controlled CAFM platform connecting all 11 subcontractors, 320+ technicians and the operator's central FM team, with live data flowing back to the asset owner.
- 52-week PPM with auto-allocation by asset, skill and availability
- Technician app with before and after photos, materials logging and digital sign-off
- SLA and KPI dashboards for the owner
- Subcontractor management
- BMS integration, so alarms raise work orders
- ERP integration, so completed jobs flow to billing
The results
SLA breaches down 62%
Live SLA and KPI dashboards show every open job against its target, so the team acts before a tenant has to escalate.
PPM compliance from 71% to 94%
Planned maintenance is auto-scheduled across a 52-week calendar and signed off on the mobile app, so statutory inspections are no longer missed.
One version of the truth for the owner
The monthly reporting exercise and the disputes that came with it are gone. The owner sees the same live dashboard as the FM team.
Billing without the arguments
Before and after photos and digital sign-off on every job ended the subcontractor disputes that used to delay billing.
Before and after
Before Reflexion
With 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
Implementation
- Weeks 1 to 3Discovery, asset register and subcontractor onboarding
- Weeks 4 to 652-week PPM schedule and SLA matrix configured
- Weeks 7 to 9Mobile app rollout and technician training
- Weeks 10 to 12BMS and ERP integration, owner dashboard go-live
“For the first time we have one version of the truth across every contractor, every asset and every work order. The monthly fight over owner reporting is gone. Our team is finally proactive instead of reactive.”
