Broadway National Cuts Work Order Completion Time by 32% Across 90,000+ Locations

When Broadway National set out to modernize how it manages facilities across 250+ brands and 90,000+ locations, the problem wasn’t scale. It was a platform that couldn’t keep up with it.

The challenge

Broadway National has spent more than three decades in managed facilities services. Today they manage facilities for 250+ brands across 90,000+ locations, processing upwards of 20,000 work orders every month. The CMMS platform they’d relied on for years couldn’t keep pace with that growth.

The system required a VPN to access, had no way for vendors to interact with the platform directly, and forced the team to rebuild every proposal manually. Reliability was an ongoing problem.

Our old platform crashed mid-dispatch. You’d be routing a vendor to a job and the whole thing would freeze. We had people keeping spreadsheets as a backup for the system that was supposed to be the system of record.

— Director of Operations • Broadway National

Broadway’s leadership decided incremental fixes weren’t going to cut it. They needed to replace the platform entirely.

Why Umbrava

Umbrava is web-based, which meant the team could access it from anywhere without a VPN. Vendors could upload proposals, photos, and invoices directly into the system instead of sending them through email. And live reporting gave the operations team real-time visibility without exporting to spreadsheets.

But the shift that mattered most was how day-to-day work actually changed.

I used to spend half my morning just figuring out who knew what about which work order. Now I tag someone, they get the notification, and we’re moving. The vendor uploads their own proposal, I convert it to a client proposal in two clicks, and it’s out the door. That workflow used to take us days.

— Director of Operations • Broadway National

The results

The data showed the difference within the first year. Average work order completion dropped from 22 days to 15. The share of jobs closing within 15 days rose from 59.2% to 70.9%, while work orders dragging past 30 days fell from 22.4% to 14.2%. Proposal turnaround tightened from 15 days to 11, shortening the approval cycle that determines how quickly maintenance work can begin.

Across 20,000+ monthly work orders, those improvements translate to roughly 2,300 additional jobs finishing within SLA each month.

The impact wasn’t just internal. Broadway’s clients started noticing the difference in their own experience.

One of our clients told us they noticed the difference before we even said anything. Their proposals were coming back faster and their work orders weren’t sitting open as long. You can’t put that in a dashboard, but that’s the stuff that keeps clients.

— Director of Operations • Broadway National

What’s next

Broadway National continues to expand how they use Umbrava, with a focus on deeper client reporting and tighter vendor performance management.

We’ve been in this business for 36 years. We know how to run facilities. What we needed was a platform that could keep up with us instead of the other way around. And that’s what we finally have.

— Director of Operations • Broadway National