• lalaurenlong

Case Study: Savings Generated from Automated Dispatch


Keeping buildings in desirable shape is a 24/7/365 commitment. Beyond the possibly complex job of deciphering the cause of a problem whether it be an urgent leak or ongoing occupant comfort, building teams must fix issues as soon as possible while keeping up with their day to day operational tasks, and all the administrative tracking requirements of each. These logistical elements increase the time needed to complete each task and, as time is money, lead to expensive delays.

Streamlining the dispatch process for each building task from cleaning and building maintenance to occupant requests and more helps building teams become more efficient, doing more tasks in less time and improving the facilities’ bottom line.


Based out of Kansas City, Missouri, Blackfin provides technical and facility services, including operating engineers and technicians, for 7 million square feet of commercial real estate. With clients such as United States Federal Properties, LANE4, CBRE, JLL, and Cushman & Wakefield, Blackfin handles hundreds of requests each day and had employed a full-time person to work dispatch for their numerous properties. Beyond the challenges of this position for one person, the dispatch tools were largely ignored by those in the field due to difficulty in set up or in the day-to-day user interface.

Blackfin wanted to bring in a technology that automated the process with efficiency and ability to scale, freeing up the time of building teams as well as reducing administrative tasks with particular attention to users responsible for visiting different properties.


The dispatching process is time-consuming and, thus, expensive. Large CMMS can be cumbersome, requiring integration with mobile devices and a host of other challenges for users to overcome to complete their tasks. With reporting requirements coming from the top, Blackfin needed a tool that integrated with their existing CMMS to promote user engagement and accuracy while also providing the data needed for reports.

Blackfin estimated property managers and engineers spent a combined 2.5 minutes for the logistical aspects of each work order via their traditional web portal/smartphone app. These steps included: data input (logging in, screen navigation, entering data in required fields), follow-up (reaching out if the work order is not acknowledged or in progress), and closeout (navigating the app to close out work order with the necessary photos, and notes). With an average of 20 work orders a day, this equated to an annual cost of $8,300 for 500,000 sq. ft.

The Solution, Results and more detailed savings information can be read here.

9 views0 comments