The expert panel
- Scott Crellin, National Director of Group Property Operations at GPT
- Jeremy Underwood, Senior Engineering and Operations Manager at JLL
- Scott Beauman, Global Head of Customer Success, CIM
About
The future of commercial property maintenance is data-driven, but many buildings still rely on reactive models that drive up costs and risk. This session brings together experts to explore how AI and analytics are transforming commercial property maintenance. The panel unpacks how data-driven strategies can streamline costs, reduce energy use, and extend equipment life—moving the industry toward smarter, more sustainable operations.
Transcript
Welcome & Introduction
Anthony Caruana:
Welcome, everyone, to today’s CIM webinar. I’m Anthony Caruana, and I’ll be your moderator. We’ve got a great discussion ahead on how maintenance practices have evolved from pneumatic systems to modern, data-driven operations.
We’ll explore how building analytics is transforming operations, the challenges of legacy practices, and the real-world impact of adopting predictive maintenance models. Let’s get started.
Changing Perceptions of Maintenance Over Time
Jeremy Underwood:
Things have definitely changed a lot. When I started during my apprenticeship, I worked on pneumatic control systems. Everything had to be manually adjusted—every month we’d tweak thermostats and valves. There was little data coming back.
Later, as a controls technician, I worked on DDC programming. In the late ’90s, we were already trying to create early analytics tools, but we were limited by how little code the devices could store.
By the early 2000s, processing power and memory improved, allowing for better data collection. That’s when we started analysing building performance more holistically, shifting away from just looking at individual components.
Evolution Toward Dynamic Maintenance Models
Jeremy Underwood:
Around 10 years ago, we still used traditional maintenance models, but we began allocating monthly hours based on where issues were recurring, like temperature complaints or leaks. It became more targeted and dynamic.
We’re now far less reliant on rigid BMS contracts. With the help of automation systems, we’re alerted when something is off. Trend logs show early signs of failure, enabling us to act proactively.
This shift also gives us clearer insights into the lifespan of plant equipment. By comparing long-term performance trends say, if energy usage increases 15% over 3 years—we know something needs investigating. Owners are really starting to value this.
Legacy Pitfalls and Real-World Lessons
Scott Beauman:
We see legacy problems all the time. One recent example: a site still following a level-by-level preventive maintenance model missed a leaking valve on an AHU. The actuator wasn’t seated properly, but no one noticed. That’s money literally leaking away.
If they had analytics running, the system would have caught it. These issues aren’t rare; we see them every week. It’s not about any one contractor or owner, it’s an industry-wide legacy problem.
An analytics platform gives your building eyes and ears. It’s like having an MRI constantly scanning the asset. That visibility is key, it’s how you prevent issues rather than react to them.
Competitive Advantage of Data-Driven Maintenance
Scott Crellin:
From an owner’s perspective, it all comes down to competitive advantage. You can’t lease buildings if they aren’t running efficiently. Spaces must be productive, compliant, and tailored to tenants’ needs.
Prescriptive maintenance without insight leads to overspending. You’re ticking boxes but not creating value. Data-led insights let us get ahead of failures and optimise service delivery.
It also helps with forecasting, we can plan budgets with precision. That’s especially important in premium-grade assets where our operating expenses are actually lower than competitors, which directly impacts valuation and return on investment.
Portfolio-Level Insight & Collaborative Efficiency
Jeremy Underwood:
A big benefit is portfolio-level visibility. For owners like Scott, analytics allow them to compare building performance across their entire portfolio.
We’re aligning systems across FM providers so that clients can see consistent reporting across sites. This kind of standardisation is key for strategic decisions.
Our meetings have changed too. What used to be monthly HVAC reviews are now tuning meetings involving HVAC, BMS, plumbers, electricians everyone involved in building systems. It fosters a collaborative, invested team that cares about the whole asset.
With everything connected, trades are working together, plumbers with BMS, electricians with HVAC because they’re all part of the data ecosystem. This creates better outcomes for efficiency and culture.
Sector-Specific Considerations
Scott Crellin:
There are definite differences across sectors. Offices are high-expectation environments clients don’t tolerate downtime. In contrast, retail can be more flexible, though it’s more diverse in its plant and systems.
Losing a lift in an office? Big problem. In a shopping centre? There are usually escalators. Each asset class has unique demands, and our data-driven strategies adapt to them.
Smaller Owners and Receptiveness to Data-Driven Models
Jeremy Underwood:
Smaller owners are often very receptive. Data-driven maintenance frequently reduces maintenance costs, which makes it easy to justify. The key is showing value early and aligning it with budget goals.
Final Takeaways
Scott Crellin:
Drive competitive advantage. Use data to reduce waste and increase building value. Every dollar saved in operating expenses is a dollar that can improve asset valuation.
Jeremy Underwood:
Collaborative, portfolio-wide data insights empower FM teams to be more proactive and strategic. The payoff is operational, financial, and cultural.
Scott Beauman:
Legacy systems can’t keep up. A data-led approach is no longer optional, it’s the standard for modern building performance.
Anthony Caruana:
A huge thank you to our panelists for their insights. This conversation shows just how critical data and collaboration have become in modern building management.
To our audience, thank you for joining us. Stay tuned for more sessions from CIM.
Note this is AI-assisted, so there may be some minor transcription errors.
