Carr Properties is an Operational Powerhouse. Linda Cogburn Unveils Visitt's Impact
BISWIRE/Feb. 12, 2025 — When you’re managing some of the most iconic properties in the industry, you can’t afford to waste time or resources. For Carr Properties (“Carr”), known for premium office properties like One Congress in Boston and Midtown Center in Washington, DC, their previous property operations management software simply wasn’t cutting it. Rigid workflows, limited customization, and poor integration options meant the team had to adapt to the platform, instead of the platform adapting to the team’s growing operational needs.
The Decision to Switch: No Looking Back
With a track record of delivering results through innovation, Carr Properties found Visitt’s core operations management tools a perfect match for their ambition. From work orders to preventive maintenance and tenant requests, Visitt injected automation and speed to the company’s daily operations, without breaking their existing workflows.
But as Linda Cogburn, Senior Vice President of Operations at Carr Properties highlights, what really set Visitt apart was its robust API, enabling smooth integration both to and from the platform. Another key differentiator was Visitt's AI-driven features, bringing a new level of sophistication to their operations.
Visitt: AI-Driven Automation for Smarter Problem-Solving
Visitt's Similarity Detection and Ticket Escalation features work together to identify patterns and duplicates in service requests, flagging them for immediate attention.
For example, if the AI notices a sudden spike in maintenance requests for a specific type of equipment, it can alert the team to search into the root cause and take preventive measures.
Linda shares that Visitt’s AI-powered sentiment analysis has also been a game-changer. Identifying and escalating tickets with negative sentiment allows the team to quickly step in before issues become critical. With Visitt’s AI tracking sentiment across multiple tickets, the company can also pinpoint recurring issues and areas for improvement and implement long-term solutions.
“We are extremely pleased with Visitt's continuous introduction of new features. The platform demonstrates a deep understanding of current ownership and customer (tenant) facility management needs while also anticipating future trends and requirements.” - Linda Cogburn, Senior Vice President of Operations, Carr Properties
Visitt: The Ultimate OS for CRE Operations Management
Integrating the platform across their portfolio and tech stack, Carr leverages Visitt’s robust API to connect building, tenant, finance, and vendor operations into a unified, smart ecosystem.
Take utility billing, for example. Linking third-party utility systems and JDE through Visitt's API, Carr has automated electricity and water billing for hundreds of tenants. Linda recalls that this process used to take eight painstaking hours of manual work. Now, it takes less than one.
Carr has also just rolled out a centralized visitor check-in system at one of its properties. This integration is helping the company streamline guest access while enhancing security, with plans to expand to more locations in the future.
Driving even deeper operational efficiency is Visitt’s integration with Carr’s custom-built BI platform, Tusker. Connecting real-time operational data with business intelligence, it allows Carr to spot trends, predict needs, and identify new opportunities.
Space as a Service: Turning Amenities into Profit Centers
The use of amenity spaces has changed drastically in recent years, and Carr leverages Visitt’s amenities module to adapt to these changing needs, and provide the flexibility required to support their customers, while maximizing space utilization.
Using Visitt’s robust app, tenants can browse through stunning photos, secure bookings with a few taps, and add special requests to modify their reservation. The flexibility of Visitt’s booking system allows the Carr team to not only manage in-building customer reservations, but also external reservations.
What About the Numbers?
For a company like Carr, ROI and efficiency are top priorities. Since switching to Visitt, Carr has seen improvements across key operational areas. Linda shares that 58% of service requests are now resolved within the first hour - and 82% within just three hours.
What’s even more impressive is that 25% of work orders are now generated proactively by Carr team members. This proactive approach highlights their commitment to providing the best customer service experience while maintaining top maintenance standards across their properties.
When it comes to critical systems like HVAC or plumbing, this proactive mindset, paired with preventive maintenance, helps Carr drive significant savings on costly repairs, while minimizing unexpected disruptions.
Linda points out that the real win is how much more productive and responsive the entire team has become. As she notes, “The positive impact has been felt not only by decision-makers but also by end-users throughout our portfolio. Some things, like happier customers (tenants) and happier associates, are priceless.”
