How Rock House Reduced Reactive Maintenance by 22% Across 100 Senior Living Communities
-
Organization
Rock House
-
Industry
Senior Living & Residential Care
-
Operations
Multi-location residential communities across the U.S.
Rock House operates multiple senior living communities where maintenance is directly tied to resident safety, regulatory compliance, and operational continuity. Their facilities teams manage a wide mix of assets – from HVAC systems to life-safety equipment across geographically distributed locations.
Rock House is a 130-community senior living operator managing independent living, assisted living, and memory care facilities across the United States. With geographically distributed sites and a facilities team responsible for maintaining life-safety systems, HVAC, emergency call equipment, and hundreds of work orders per month, Rock House needed more than a work order tool – they needed portfolio-wide operational control.
Before implementing Zapium, Rock House ran maintenance across communities without a unified system. Each site operated independently, PM schedules were tracked inconsistently, and regional leaders had no real-time view into what was happening across the portfolio. As the organization grew, work order backlogs built faster than teams could clear them. Compliance audits were stressful because maintenance records were scattered across spreadsheets and paper logs. Vendor costs were rising without clear accountability, and leadership was relying on delayed, fragmented updates from individual site managers to make decisions.
As Darcy Rice, Facility Maintenance Director at Rock House, put it: “We were running maintenance like a set of disconnected sites instead of a unified operation. That worked at a smaller scale, but not anymore.”
Rock House implemented Zapium CMMS to centralize work orders, automate preventive maintenance scheduling, and give regional leaders a real-time portfolio dashboard. Technicians gained mobile access to assignments and asset history. Vendors were brought into a structured SLA tracking system. Maintenance records became fully digital, making compliance audits significantly less time-consuming.
Within months of going live, Rock House achieved a 22% drop in reactive maintenance across its portfolio, a 27% improvement in PM compliance, 35% faster work order resolution times, and 100% digital maintenance records- eliminating paper-based tracking entirely. For the first time, regional directors could identify underperforming sites and vendors using real data rather than anecdotal reports.
“For the first time, we can see what’s happening across all our communities without chasing updates. That changes how you operate.” – Darcy Rice, Facility Maintenance Director, Rock House
The Challenges
As Rock House expanded its footprint, maintenance operations became increasingly fragmented.
Disjointed Maintenance Workflow
No unified system caused inconsistent processes across communities.
Inconsistent PM Execution
Preventive maintenance wasn’t followed consistently, increasing risk.
Limited Vendor Oversight
Lack of structured tracking reduced control over vendor performance and costs.
Lack of Portfolio-Level Visibility
Decisions were limited by delayed and incomplete site-level data.
Maintenance Backlog Build-Up
Work orders piled up faster than they were resolved, causing delays and overload.
Audit Readiness Gaps
Scattered records made compliance audits difficult and time-consuming.
Breaking Point
The leadership team recognized that without a shift in approach, operational inefficiencies and risks would continue to escalate.
Site-level silos limited operational scalability
Audits became stressful and reactive
Teams spent more time managing chaos
Compliance risks increasing
Leadership lacked real-time visibility, relying on delayed data
Vendor costs rose without clear accountability
The Solution: Zapium CMMS Implementation
Rock House implemented Zapium to centralize and standardize maintenance operations across all communities.
-
Centralize incoming requests into a single work order workflow.
-
Automate PM schedules and keep execution consistent across sites.
-
- Real-time visibility into open work orders, backlog, and PM compliance
- Site-wise and asset-wise performance tracking
-
Track vendor response quality and SLA adherence in one place.
-
Enable field updates, status changes, and task completion from mobile.
The Transformation and Impact
Within months of implementation, Rock House saw a structural shift in how maintenance was managed.
Operational
Improvements
- Transition from reactive to structured preventive maintenance
- Reduction in unplanned breakdowns
- Standardized workflows across all communities
- Faster work order resolution cycles
Leadership
Visibility
- Complete visibility into maintenance KPIs across locations
- Ability to identify underperforming sites and vendors
- Data-backed decisions for repair vs replacement
Compliance &
Audit Readiness
- Digitized maintenance records
- Easy retrieval of logs during inspections
- Reduced audit preparation time
What Changed for the Maintenance Head
Before Zapium, the maintenance head had to rely on fragmented updates from individual sites. After implementation, they had real-time operational intelligence across the portfolio.
Why This Matters for Senior Living Operators
In senior living, maintenance is not just an operational function; it is tied to:
Resident safety and comfort
Regulatory compliance
Staff
productivity
Cost control across properties
Key Takeaway
Rock House didn’t just implement a CMMS; they built a scalable maintenance operating system for multi-location senior living.
Zapium helps operators move fromReactive
Site-level firefighting
Structured
Portfolio-wide control
Running multiple senior living communities without visibility?
See how Zapium helps operators gain control over maintenance, compliance, and vendor performance.
Book a 15 mins walkthrough
By submitting your details, you agree that we may contact you by call, email, and SMS and that you have read our terms of use and privacy policy.