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Why You Need More Metrics

MIAMI—“With this system, we are able to adjust and take remedial action in real-time, oftentimes before a tenant is adversely affected.”

By Jennifer LeClaire | jenniferleclaire | | Updated on March 09, 2016
Sean McNamara Sean McNamara
MIAMI— Property management has advanced by leaps and bounds over the past decade, with technologies that offer greater insight into how assets are really operating. Sean McNamara , general manager with JLL who oversees Southeast Financial Center, told us the challenge with technology advancements that impact tenant and ownership is navigating through which advancements are relevant and worthwhile and those that are not. Of course, solid metrics are always relevant—and at a massive property like the Southeast Financial Center they are vital. Located at 200 South Biscayne Boulevard in Downtown Miami, Southeast Financial Center is home to two buildings: a 55-story class A office tower distinguished by a “saw-tooth” design on the northeast corner of the façade and a 15-story annex building that houses the David Barton Gym and 1,200 parking spaces. A 30,000-square-foot outdoor plaza connects the tower and the annex buildings. GlobeSt.com caught up with McNamara to get sophisticated property management companies are incorporating metrics and analysis into their strategy for overall service delivery. You can still read part one of this interview: How High Tech is Impacting Property Management . “ Metrics and analysis allows the best property management companies to mine data from a very large pool and make it useful for unparalleled service delivery,” McNamara says. “For example, at Southeast Financial Center, we have employed a sophisticated work order system for managing workflow. “This workflow is time stamped and measured against predefined metrics such as ‘arrival time’ and ‘completion time.’ In addition to reporting that allows us to measure performance, we have established real-time escalations that let key team members know when the standards are missed in the field. With this system, we are able to adjust and take remedial action in real-time, oftentimes before a tenant is adversely affected.” Stay tuned for part three of this series, in which McNamara will discuss how effective property management companies support leasing’s efforts to ensure renewals and attract companies with unique and challenging space requirements and more.

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