Weekly Briefing

article sponsor image
Partner Content

From Legacy Systems to AI Operations: How Visitt and Related Ross Transformed Tenant Engagement in West Palm Beach

December 18, 2025 | Sharon Tzvielli, Head of Marketing, Visitt
5 min read
listen to article Listen to this article

When Related Ross set out to transform West Palm Beach's commercial real estate landscape, they knew their digital experience needed to match the caliber of their world-class properties. This case study explores how Visitt's unified operations platform helped Related Ross achieve a 3× increase in tenant engagement, full portfolio adoption in two months, and build a foundation for AI-driven automation – showing how the right technology partnership can transform operations and tenant satisfaction.

The Market Opportunity and Rising Expectations

As South Florida emerges as a major corporate hub, West Palm Beach has seen an incredible influx of activity in commercial office space. Related Ross operates 2 million square feet of commercial office in the market, with another million under construction and 1.5 million in future development. The portfolio includes distinctive neighborhoods – waterfront properties along the intracoastal and urban environments at CityPlace – each attracting different tenant profiles but all demanding premium experiences.


The tenant roster reflects this transformation: 83% of Related Ross's commercial tenants maintain offices in major markets including New York, Chicago, and California. These tenants expect the same level of service and digital sophistication they receive in their primary locations.


"Our goal is to provide a best in class, class A experience for tenants who are typically from major markets," explains Liz O'Nan, Vice President of Asset Management at Related Ross. "We're doing this through a mix of technology and hospitality."


The Challenge: Fragmentation Undermining Excellence

Like many operators, Related Ross faced the industry's persistent challenge: disconnected software solutions creating friction rather than engagement. The situation intensified when they attempted to consolidate operations through a new work order and preventive maintenance platform that wasn't delivering on its promises.


"The teams were frustrated. There was no customization. There were challenges with tenant engagement and adoption," O'Nan recalls. "We were having difficulty moving people away from the telephone call, email model onto a system that wasn't working that well for them and wasn't that user-friendly."


For a company building world-class properties, this digital disconnect was unacceptable.


The Visitt Solution: Partnership and Product

The breakthrough came when O'Nan's colleagues from Related's residential division, who were successfully using Visitt for their operations, recommended the platform. O'Nan agreed to meet with Visitt's team.


What distinguished Visitt's approach was recognizing that successful digital transformation requires more than software – it requires partnership. "We took what had worked—specific maintenance programs, workflows – migrated that over to Visitt, and then set a new standard: everything flows through one space, one seamless interface," said Dustin Valente, Director of Sales at Visitt.


The Visitt Advantage: Reversing the Migration Model

Rather than following the industry standard of forcing clients to manually migrate data, a burden that often derails implementations, Visitt inverted the model. "We do 90% of the work. The last 10% is customizing workflows and categories," Valente notes. This approach allowed Related Ross teams to focus on operational improvements rather than technical migration.


Visitt's platform consolidated every touchpoint into a unified ecosystem: work orders, preventive maintenance, amenity bookings, visitor management, COI tracking, document libraries, building announcements, and tenant communications. When Related Ross wanted to keep its existing visitor management solution, Visitt seamlessly integrated it into the platform. Weekly feedback loops with operations teams and tenants enabled continuous refinement.


Customization That Honors Brand Identity

Each of Related Ross’s assets received fully branded experiences within Visitt’s tenant app, showcasing building identities and the Related Ross brand. This wasn't merely aesthetic – it reinforced that digital experiences warrant the same investment as physical properties.


Results: Speed, Scale, and Satisfaction

The Visitt implementation delivered measurable impact within an unusually short timeframe:


Full Adoption in Two Months: Both internal teams and external tenants achieved complete adoption. "Everybody liked it from the start," O'Nan reports. "Visitt was highly flexible, highly willing to customize based on our unique needs."


Usage increased dramatically compared to the previous system, with Visitt's post-service surveys providing continuous visibility into satisfaction and generating a 4.9/5 tenant satisfaction score.


The platform's intuitive design encouraged engineers to document observations beyond assigned tasks. "We're able to have very high level of visibility into what our staff is doing – not because we're watching them all the time, but because we want to recognize high-performing employees," O'Nan explains.


Sustained Engagement Through Gamification: Related Ross implemented a regular competition recognizing top-performing engineers based on tenant satisfaction and work volume, with Visitt's data making this recognition program possible. "They love the competition and the opportunity to be recognized," O'Nan notes.


Visitt's AI Capabilities: From Unification to Automation

With unified operations established, Visitt’s AI capabilities are now beginning to transform routine processes for Related Ross:


AI Writing Assistant: Helps engineers craft professional tenant communications. "The AI writing tool has made people feel more confident," O'Nan explains. "It makes them feel good about their contribution, and it makes the tenants feel really good about our commitment to communicate."


Live Translate: Translates the full work-order process in one place, letting teams write in their preferred language while everyone understands them instantly. Documentation becomes 2.5× more detailed, strengthening visibility for managers.


AI COI Agent: Visitt's intelligent agent handles certificate of insurance renewal workflows end-to-end – initiating renewals, creating tenant communications about requirements, analyzing documents against lease requirements, and identifying gaps. The agent handles 80-90% of the workflow automatically, escalating only nuanced questions to property managers.


A Partnership Model That Delivers

"We were building world-class spaces, so our digital experience needed to match," O'Nan reflects. "Visitt brought our spaces to life digitally, and the impact was immediate."


The Related Ross case study demonstrates that successful digital transformation isn't just about technology – it's about partnership. Visitt's approach of taking responsibility for implementation complexity, customizing for unique needs, and building continuous feedback loops enabled Related Ross to focus on what matters: delivering exceptional tenant experiences.


For operators evaluating technology strategies, the lesson is clear: fragmented systems undermine tenant satisfaction, operational visibility, and the data needed for intelligent automation. As AI advances, competitive advantage will accrue to operators who have unified operations and consistent data capture.

Sharon Tzvielli, Head of Marketing, Visitt
Sharon Tzvielli is the VP of Marketing & Strategic Initiatives at Visitt, with over two decades of experience helping technology companies grow and adapt to evolving customer needs. Her work spans go-to-market strategy, growth insights, and cross-functional leadership, turning real operational challenges into clear business direction and driving adoption, customer value, and sustainable growth with Visitt’s commercial real estate partners.

This Week’s Sponsor

Visitt is an all-in-one AI-native property operations platform that replaces fragmented, legacy systems with a single intuitive place to run day-to-day operations. It unifies all core workflows across building operations and tenant experience into one system, automating repetitive tasks with AI so teams can focus on higher-value work. Visitt works with leading owners and operators across all verticals of commercial real estate. Learn more at visitt.io.