Increasing Tenant Satisfaction with a Modernized Service Platform

Case Study

Increasing Tenant Satisfaction with
a Modernized Service Platform

The Customer

And Their Challenge

Merritt Properties, LLC is a leading privately held commercial real estate firm specializing in the design, development, leasing, and management of industrial and office properties across the Baltimore-Washington region. Committed to providing high-quality service to its tenants, Merritt Properties continuously seeks innovative ways to enhance operations and customer satisfaction. As their portfolio grew, the company faced increasing challenges in managing work orders efficiently while maintaining exceptional tenant service.

The existing system for handling work requests was outdated and inefficient, relying on manual processes that led to delays, miscommunications, and difficulties in tracking outstanding maintenance issues. Tenants had limited visibility into request statuses, while maintenance teams struggled with assignment and resolution tracking. To remain at the forefront of property management excellence, Merritt Properties needed a modern, cloud-based solution that would streamline work order management, enhance customer service, and improve overall operational efficiency.

The Solution

To address these challenges, i3solutions developed a cloud-based work order management system that seamlessly integrates with Merritt Properties’ existing Management Reports International (MRI) property management software. This innovative solution enables tenants to submit work requests online while providing maintenance teams with real-time access to assignments through a wireless interface. The system allows dispatchers to assign tasks to employees or vendors, send notifications instantly, and track request progress more effectively.

By leveraging wireless technology, maintenance staff can acknowledge, update, and close work orders in real time using handheld devices, ensuring seamless communication and faster issue resolution. The extended web-based accessibility of MRI data allows both employees and tenants to view request statuses, reducing inquiries and improving transparency. The result is a dynamic, user-friendly platform that enhances efficiency, minimizes response times, and reinforces Merritt Properties’ commitment to top-tier customer service.

Technologies

Used in the Solution

SharePoint provides a centralized platform for managing work requests, ensuring easy tracking and reporting.

JavaScript & ASP.NET delivers a responsive, interactive web-based interface for tenants and employees.

.NET Framework powers the back-end logic, enabling real-time processing of work order requests and assignments.

SQL Server stores and manages work order data, ensuring fast retrieval and secure access.

Measurable Benefits
and Business Impact

By modernizing work order management, i3solutions provided Merritt Properties with a scalable, future-ready solution that enhances customer service, improves operational workflows, and supports continued growth in the commercial real estate market.

Faster Work
Order Processing

By integrating wireless technology, Merritt Properties reduced response times by 40%, allowing maintenance teams to resolve tenant requests more efficiently.

Enhanced Transparency and
Tenant Satisfaction

The cloud-based portal provides tenants with real-time access to work request statuses, reducing follow-up inquiries and improving overall customer experience.

Seamless Integration
with Existing Systems

Extending MRI property management data to a modern interface ensures that 90% of enterprise data remains accessible without requiring major infrastructure changes.

Improved Operational
Efficiency

Automating the work order system eliminates manual inefficiencies, reducing administrative workload and streamlining task assignments.

Optimized Workforce
Management

The cloud-based platform empowers maintenance teams to update and complete work orders in real time, leading to a 30% increase in productivity.

Customer Says

i3solutions conducted a complete strategic review and analysis of our processes across all departments and recommended an action plan to incorporate new technologies to improve our processes. i3solutions provided us with a solution incorporating cutting edge web and wireless technologies, enabling us to provide real time services to our clients. This partnership, in the early stages, helped us improve upon our current business process; improved the image of the Customer Services department; and provided better and more efficient tracking of work requests.

- Robb L. Merritt, Vice President, Merritt Properties