Started by Maya Patel · Jun 13, 2026
About to centralize maintenance dispatch across the portfolio. Want the unvarnished version — what broke when you did it?
Wins: faster first response, better vendor pricing from volume, real visibility into recurring issues. What broke: techs lost the building-specific context, and a few high-touch assets needed us to walk part of it back. Centralize the dispatch, keep the relationship local.
The metric that matters is time-to-resolution, not time-to-dispatch. Plenty of centralized setups dispatch fast and resolve slow because nobody owns the close-out.
This is the thread I needed. We're three weeks in and seeing exactly the context-loss problem. Going to add a local point person back.