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CLIENT SUCCESS STORY
Moss & Company
The reporting gives me a clear macro view of performance, while efficient documentation keeps our data organized and actionable.
Brian Felten
Vice President, Maintenance Services & Strategic Partnership, Moss & Company
Creating work orders on mobile lets our team act immediately onsite, capturing issues in real time without needing to return to the office.
Brian Felten
Vice President, Maintenance Services & Strategic Partnership, Moss & Company
Maintenance IQ gives us a clear view of technician productivity and work quality, helping field supervisors shift from daily tasks to big-picture property management.
Brian Felten
Vice President, Maintenance Services & Strategic Partnership, Moss & Company
With everything documented, we have a clear picture of each resident’s tenancy history and our team’s performance. I can easily review work orders to ensure quality, thorough feedback and consistent follow-through.
Brian Felten
Vice President, Maintenance Services & Strategic Partnership, Moss & Company
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The benefits
Maintenance IQ gives Moss & Company complete visibility into maintenance operations, helping the team track performance, improve documentation and strengthen oversight across its portfolio.
The company
Founded in 1960, Moss & Company is a Los Angeles–based property management firm recognized for its dedication to service, integrity and operational excellence. Managing a wide range of multifamily communities across Southern California, Moss & Company leverages innovative technology to support efficient maintenance operations and exceptional resident experiences.
The challenge
Maintaining efficiency and insight across a high-volume maintenance operation
With more than 65,000 work orders processed annually, Moss & Company manages an extensive and fast-paced maintenance program. The company needs to ensure that technicians can efficiently document and complete work in the field, while leadership maintains visibility into productivity, quality and overall performance across multiple properties.
The solution
Maintenance IQ
Maintenance IQ serves as Moss & Company’s central platform for managing maintenance operations. The mobile-friendly solution allows technicians to create and update work orders directly from the field, ensuring that maintenance data is captured accurately and immediately.
“The main reason we use Maintenance IQ is the mobile creation of work orders,” said Brian Felten, Vice President of Maintenance at Moss & Company. “It allows our teams to be more in the moment when something happens from a habitability standpoint. They can enter it right there, instead of having to go back to the office.”
The system’s reporting and oversight features give managers a detailed view of technician performance, including communication, workmanship and timeliness, all while maintaining a complete maintenance history for every unit.
The story
Driving efficiency and accountability
With Maintenance IQ in place, Moss & Company’s technicians complete thousands of work orders each year with greater efficiency and consistency. “We did 65,000 work orders last year,” Felten said. “From the technician standpoint, they’ve found a degree of efficiency there.” The system helps the company maintain comprehensive documentation, providing valuable insights into both property and team performance.
Empowering informed leadership
Maintenance IQ gives Felten and his team a complete view of operations through detailed dashboards. “There’s an overview with the reporting and the totals that I look at from a macro level,” he said. “It gives us oversight into the tech’s skills, communication, workmanship and technical ability.”
Supporting a stronger field management team
Maintenance IQ’s visibility has also strengthened Moss & Company’s field supervisor program. “It gives us an overview of what the technician’s day looks like; their productivity, the number of work orders completed and the quality of their work,” Felten said. “It’s helped us develop our field supervisor management team, where they’ve gone from being more involved in the day-to-day to looking at a bigger picture for more properties.”
By combining data-driven insights with streamlined mobile tools, Moss & Company continues to elevate its maintenance operations and enhance the resident experience with Maintenance IQ.