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Rockhouse

How Rock House Reduced Reactive Maintenance by 22% Across 100 Senior Living Communities

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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.

22%

Drop in reactive maintenance

27%

PM Compliance improvement

35%

Faster resolution times

100%

Digital maintenance records

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

Vendor costs rose without clear accountability

Teams spent more time managing chaos

Leadership lacked real-time visibility, relying on delayed data

Elderly man browsing a photo binder while sitting on a living room sofa.

We were running maintenance like a set of disconnected sites instead of a unified operation. That worked at a smaller scale, but not anymore.

- Darcy Rice, Facility Maintenance Director, Rock House

The Solution: Zapium CMMS Implementation

Rock House implemented Zapium to centralize and standardize maintenance operations across all communities.
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Unified Work Order System

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.

01

Operational
Improvements

  • Transition from reactive to structured preventive maintenance
  • Reduction in unplanned breakdowns
  • Standardized workflows across all communities
  • Faster work order resolution cycles

02

Leadership
Visibility

  • Complete visibility into maintenance KPIs across locations
  • Ability to identify underperforming sites and vendors
  • Data-backed decisions for repair vs replacement

03

Compliance & Audit Readiness

  • Digitized maintenance records
  • Easy retrieval of logs during inspections
  • Reduced audit preparation time
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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.

For the first time, we can see what’s happening across all our communities without chasing updates. That changes how you operate.

- Darcy Rice, Maintenance Director, Rock House

For the first time, we can see what’s happening across all our communities without chasing updates. That changes how you operate.

- Darcy Rice, Maintenance Director, Rock House

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 from

Reactive

Site-level firefighting

Structured

Portfolio-wide control

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Running hundreds of stores without visibility into maintenance?

See how Zapium helps operators gain control over maintenance, compliance, and vendor performance.
  • Walkthrough tailored to your industry and setup
  • QR codes live — reporting from day one
  • OSHA flow and CMMS integration covered

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