NEPI Rockcastle: Portfolio-wide FM Standardization Across CEE with SINGU

Introduction

NEPI Rockcastle, a leading owner and operator of shopping centres in Central & Eastern Europe, set out to replace fragmented, email- and spreadsheet-based workflows with a single source of truth for facility operations. With dozens of assets managed across multiple countries, languages, and regulatory frameworks, the company needed a platform that could unify processes while remaining flexible to local requirements. SINGU was selected to standardize preventive maintenance, centralize ticketing, and surface real-time operational intelligence across the portfolio.

“Our objective was simple: one platform for all core services, with user-friendly access to the data we need every day.”

Przemysław Wasiluk
formerly Regional Property Manager leading the rollout at NEPI Rockcastle (now Country Energy Manager)

Pre-Implementation Challenges

Inefficient, decentralized workflows

• Each site operated independently, with status updates exchanged through phone calls, email, or WhatsApp messages.
• Service reports and protocols were dispersed across mailboxes and shared drives, resulting in restricted oversight and inconsistent record-keeping.

Limited portfolio visibility

• Lack of consolidated history of assets and installations across changing vendors.
• Difficulty in monitoring response times and SLA performance, hindering effective benchmarking across locations.

Regulatory and language complexity

• Operations across 8 countries with differing legislation, standards, and languages required localized adaptation while maintaining group-level consistency.

Service-provider fragmentation

• Multiple providers per site (technical, security, cleaning), often using their own tools, resulting in duplicate effort and inconsistent data.

“We needed the full visibility of each installation – what was done, when, and what’s next – regardless of which vendor was on the contract.”

Przemysław Wasiluk

Implemented Solutions

Step-by-step rollout, guided by a dedicated joint team.

• Pilot & Proof: Bonarka City Center in Poland validated the fit and informed the global blueprint. A pilot was then conducted across five additional sites in other countries.
• Scale: Following the successful pilot, a full portfolio rollout was executed across all remaining properties in eight countries.
• Core Services Covered: Technical maintenance (Reactive and Preventive Maintenance), Security (rounds & checkpoints), Cleaning.

Centralized Helpdesk & Ticketing

• One central platform to log observations, route work, and track SLA/resolution times.
• Clear audit trail of actions driving vendor accountability.

PPM (Inspections)

• Preventive maintenance plans digitized and scheduled; post-inspection corrective tickets directly to ensure a closed loop.
• Portfolio standards with room for local regulations.

Localization & configurability

• Language and regulatory adjustments required for each market; maintaining shared group logic while ensuring local compliance.

SINGU BI Reports & Dashboards

• Real-time visibility by country, site, provider, service line.
• Used to track adoption, drive consistency, and prepare portfolio-level KPIs.

Integration roadmap

• Tenant Communications Platform – SINGU Tickets (API) will allow tenants to remain within their existing tool while seamlessly routing tasks to SINGU for execution and synchronized closure.

 “SINGU is flexible. Once the right data is in, it genuinely eases a facility manager’s day and makes communication with service providers traceable and clear.”

Andrei Grădinariu
Product Owner

Key Benefits

One platform, shared language

• Standardized workflows across technical, security, and cleaning services; fewer emails/attachments and less platform switching.

Portfolio-level control & comparability

• Group can review activity, SLAs, and backlog across countries in one view making it easier to benchmark locations and service providers.

Actionable asset history

• Full, searchable record of inspections, findings, and fixes supports lifecycle planning and smarter capex decisions.

Adoption momentum and measurable use

• In Romania, BI initially showed only ~1–2% PPM adoption in many sites; after focused enablement and Customer Success support, several locations reached ~69–79% planned maintenance execution and tracking - evidence of rapid uptake and data maturity.
• Contract annexes with external services now require SINGU adoption by service providers, driving faster implementation and improved data quality.

Foundation for performance management

• With standardized PPM and linked tickets, NEPI established a foundation for portfolio-level KPIs (e.g., PPM completion, response times, post-inspection corrective closure) and gained tools to compare providers on quality – not just price.

Results After Implementation

“At a glance, BI shows activity, inspections, linked tickets – even checkpoint readings. It’s all there in one screen, not buried in spreadsheets. The product’s flexibility stands out. With proper data maintenance, SINGU becomes the operational backbone – simplifying tracking, enabling portfolio KPIs, and making provider performance visible so decisions can be based on facts, not anecdotes."

Andrei Grădinariu

“From day one, SINGU approached this initiative with a partnership mindset – advising us to scale step by step, keeping a stable, dedicated team, and tailoring the platform to our international environment. Today, our core services and documentation live in one place, and we can supervise work in a user-friendly way.”

Przemysław Wasiluk

Conclusion

The NEPI Rockcastle × SINGU partnership delivered a portfolio-wide operating model that balances standardization with local compliance. Core maintenance and service workflows moved from inboxes to a single, auditable platform, and BI reporting now supports adoption monitoring, benchmarking, and executive oversight.

Planned Next Steps

• API integration with the Tenant Communications Platform for seamless ticket flow.
• PPM standardization across all locations (templates/checklists) to enable consistent, comparable KPIs.
• Center of Excellence for Property Management to compare service providers on quality - backed by SINGU data.

Book a demo to see how SINGU can support your real estate operations today.