Preparing For a Mobile Future

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Good afternoon and thank you for joining us today. Todays webinar topic is building operations performance management. 1

Sarah Fishersfisher@buildingengines.comDirector, Marketing & CommunicationsBuilding EnginesRegister for the complete series at www.buildingengines.com!

Sarah: Good afternoon and thank you for joining us today. Todays topic is preparing for the not so distant mobile future- must-have mobile strategies for todays property manager. My name is Sarah Fisher, Director of Marketing Communications at Building Engines, and we are sponsoring todays presentation. This Webinar is part of our webinar masters series, where we bring you a detailed look at specific technology enabled best practices for commercial real estate operations, at no charge to you.

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Todays Panel

Duke has over 15 years of commercial real estate experience creating land, redevelopment, multi-family, industrial, retail, office and medical commercial real estate deals. Duke Long

Broker/Owner of Duke Long Agency.

Mat has over 25 years of business process experience, with over 12 years focused on creating strategies and solutions that leverage mobility to make companies more effective and optimize work processes.Matt BrogieFounder of MobilityCIO

Paul spearheads business process and system initiatives for a diversified portfolio or retail, industrial and office properties across seven geographical locations.Paul WubboltsDirector of Information Systems, CREIT

Sarah: Well explore these questions with answers from our industry experts today.

We have three guests with us who bring different perspectives on mobility in property and facility management today, and well be talking to them in a roundtable format.

First, we have Mat Brogie who is the principle consultant and founder of Mobility CIO. Mat and his team regularly consult and help companies develop mobile strategies, by taking projects from conception through deployment and even continued support. Our second guest is Duke Long. Duke is the broker/owner of Duke Long Agency and has over 15 years of commercial real estate experience creating land, redevelopment, multi-family, industrial, retail, office and medical commercial real estate deals. He is also a CRE social media and technology powerhouse-with over 3000 followers on twitter!Our third guest is Paul Wubbolts. Paul is Director of Information systems for CREIT Management, the oldest REIT in Canada! He spearheads business process and system initiatives for a diversified portfolio or retail, industrial and office properties across seven geographical locations. We also have prepared content on in-depth subjects including how to approach the decisions around devices and what future developments in mobility should you be thinking about --- we know you have team members that you would want to share this content with so we have put it all in a mobility resource center that we will be sharing with you later in the webinar.

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Mobility and Property Management

Its all about differentiation.

Sarah: Lets start by ask how you see mobility fitting with the property management business today. Matt: The high value, property management space where were talking about large scale commercial properties with high value clientele, theres a struggle going on with property managers to really differentiate themselves as they differentiate their properties and one of the ways theyre doing that is by leveraging-up the amount of service they provide and the level of service they provide to their tenants.

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Mobility and Property ManagementHow?

Service that is documented and assured.

More face-to-face time with tenants

Break free from your desk.

Matt:One of the areas thats kind of key thats been growing over the last five years is the ability to measure and provide service level agreements on the types of services that these property managers are providing to those tenants.So for example, committing to getting response times to certain types of issues and getting those issues resolved within a certain amount of time or getting them escalated in certain amounts of time and thats one major area.

The other is just interaction with and the relationship between the property management executives and the tenants, so the property managers dont want to behind their desks and in their office. They want to be out and about with the tenants in the common areas, have a meeting with tenants and whatnot.

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Mobility and Property Management

Get your teams data unlocked from their desktops

Enable engineers to update, respond and resolve issues in the field

Matt: So the need to do two things; one, to get the data unlocked from the desktop and available to be accessed by management on one hand so while theyre patrolling the building and out meeting with tenants, they can have answers to all questions at their fingertips.

Then, for the building engineers and the people that actually respond to specific work requests and service requests and what-not, being able to track precisely when they responded, how they responded, and significantly reducing the amount of time it takes to respond and resolve issues, thats another area. By putting information about those calls, by alerting engineers about issues that come up, they can greatly reduce the response times and increase the level of service to their clientele.

Those things help the management and maintenance of the physical plant become much more efficient and mobile definitely helps that area as well.6

Mobility and Property Management

New mobile technology allows maintenance personnel to:

View instructional videosUpdate task stepsView equipment history

from anywhere in the field!

Sarah: OK so youve hit on most of our business hot buttons. What has changed that might be making mobile a more practical consideration today.

Matt: You know, everybody, every industry is trying to do more with less and the ability to maintain the equipment that runs the building, the physical plant, the building in the most efficient way possible is something where mobile can really help.A lot of the power thats now available in mobile devices that wasnt available three or four or five years ago enables these guys to be able to do things like watch videos of the exact procedure for maintaining a particular piece of equipment. Giving the ability to very rapidly go through service checklists on things. Have them be able to be notified and alerted of specific tasks that are coming due or are overdue and having that happen while the guys were out and about and not having to have to refer to reports or things like that.7

The Value of Building Data

Data is Money.

Sarah: Lets bring in Duke Long Duke what are you thinking about as you listen to this discussion about why mobility?Duke: So lets use that example with two office buildings in New York one right next to each other. Which building has the most value? If theres building A that has all the BIMP, all the data, all real time data right there ready to go for a potential buyer or user and building B next to it that has maybe some or a little bit or none, which one are you picking? Most likely the one that creates not so much the most data but the true and accurate data so you can make a really good assessment about do I want to own the structure? Do I want to occupy the structure? How am I managing this structure? You know what life cycle does this structure have for every system within it? So thats how that data set is so valuable. And in my opinion people will pay a lot for that. And that doesnt mean other buildings dont have value but thats how that thing becomes you know, again, data A, gold, because of the way it was built, the way it was structured, and the way its been managed and/or well, managed basically over a period of time.

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The Value of Building Data

WINNER!

Building ABuilding B

Duke: So lets use that example with two office buildings in New York one right next to each other. Which building has the most value? If theres building A that has all the BIMP, all the data, all real time data right there ready to go for a potential buyer or user and building B next to it that has maybe some or a little bit or none, which one are you picking? Most likely the one that creates not so much the most data but the true and accurate data so you can make a really good assessment about do I want to own the structure? Do I want to occupy the structure? How am I managing this structure? You know what life cycle does this structure have for every system within it? So thats how that data set is so valuable. And in my opinion people will pay a lot for that. And that doesnt mean other buildings dont have value but thats how that thing becomes you know, again, data A, gold, because of the way it was built, the way it was structured, and the way its been managed and/or well, managed basically over a period of time. 9

Attracting Tenants with Data

Answer any question a client might have on the spot:Lease detailsMaintenance historyBuilding statsEtc.

Sarah: Duke, you also work with the brokerage side of the property management business. How do you see this data youre talking about help brokers, or the ability to attract new tenants?

Duke: I think theres an opportunity for a building owner who has a portfolio of 30 buildings to create a data package that goes well along just that basic set that the brokers going to have. That, to me, would be incredibly helpful because, again, one of the biggest things that it does it helps that building compete against the other building. [ Why if you have, if youre a broker and you got client A with three warehouses theyre just three boxes, right? Maybe they are and there are little bit of factors that go in there again, door height, the location, but how about if two of those things have none of that data and the other is this is how efficient it is. This is how the systems been working. This is all the data we have maintenance wise.] That gives that broker a compelling reason to look at his client and go look at all this stuff. I mean, yeah, they did a roof they had to redo a roof because an A/C went out three years ago but heres all the maintenance on that. Other than yeah, I think they did something a couple years ago. And, you know, again, thats exactly the parts that they could use to make that building a more competitive and valued building. Its been there for years.10

Why Adopt a Mobility Program?Standardization across portfolios and geographic regionsMobile access to company resourcesOn-the-go access to asset and equipment maintenance information

Paul: I think if we think of mobility certainly in the context of real estate companies, really it all speaks to that access information.We have a staff complement of about 150 employees. With those employees we manage 200 properties in our portfolio and the majority of us are working out of regional offices or a head office so a lot of the buildings that we manage are at a distance to the organization. Certainly for our maintenance staff these individuals are often on the road. Theyre on the premises for these properties and theyre disconnected from the main sort of, I guess, systems and sources of information for the company. So to bridge that disconnect really there is a need for technology to render that, the resources of the company accessible to those employees that are on the road.Those types of employees, there are two different types that are out there. There are the maintenance personnel or operational staff charged with the day-to-day care of the buildings. We also have leasing staff so this would be our sales force and these individuals also tend to be out on the road a fair bit, obviously trying to sell our available space. So those two constituent groups are really the prime beneficiaries of mobile solutions or mobile information.Sarah: Can you take us back inside your decision process and kind of step us through the different stages and any insights you can share

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New Expectations

Businesses that dont have a mobile strategy are falling behind because theyre not meeting the expectations of their workers or customers.

People expect information that isInstantly accessibleReal-time

Sarah: So Mat, net it out for us, how do you see the risk reward situation today? Mat: So businesses that dont have a mobile strategy today, that are ignoring it or waiting until it just happens by itself, are the ones that are falling behind because theyre not meeting the expectation of their workers or their customer constituents that are expecting them to be able to respond to things, to answer questions, to get things resolved. the technologies have evolved and peoples expectations have evolved right in line with the technological capability to where people expect to have answers to questions immediately and expect to have access to whatever information they need to resolve a problem or address an issue. They expect to have that available to them instantly. The days are gone where we expect people to get back to us with an answer and instead, the expectation now is that we can answer everything in real-time through the use of hyper-connectivity that we have access to.12

Indicators That Its Time

Ask: How many issues are your employees resolving per day? Mobility means more work orders processed more quickly

Ask: What are the issues being reported? Can they be avoided? Improve communication between tenants and employees

Question to set up: What Indicators Should Someone Look for that indicate it could be the right time for mobility solution(4) Mat007 1:40 secsSo some of the things that Ive seen as Ive gone and done what I refer to as ride-alongs sometimes or walk-alongs when youre talking to property management, one is just the efficiency of the building workers. So there is a KPI around, a key performance indicator around the number of issues that can be resolved by one worker per day and if that number is not going down over time, then thats a very clear indicator that youre not taking advantage of technologies like mobile to help that worker become more efficient.In the old days, you know, two years ago or three years ago, it was not uncommon at all for maintenance workers in buildings to report back to a central office on a regular basis and go to a fax machine or a printer and pick-up paper-based jobs out of that queue, out of that stack of papers to determine what work that they had to do and then make their way up or down 20, 30 floors or across the campus to resolve that issue. Then going back and picking up another piece of paper for a new issue thats come in.With mobility, its very easy to just dispatch jobs to lots of people. Their phone will buz...