Mall & entertainment
American Dream
East Rutherford, NJ
3.5 million square feet of retail, dining, and entertainment, including DreamWorks Water Park, Nickelodeon Universe, and Big SNOW.
Customers
Trusted where it's hardest.
PIN runs day-to-day operations at some of the largest and most complex venues in North America.
Square feet of live operations
Departments actively using PIN
Users across all teams
Pins created
Assets digitally cloned
Where PIN runs
Three of the largest venues in North America.
Properties and venues running on PIN
Case study · American Dream
Built inside one of the most complex venues in North America.
PIN was built in partnership with American Dream, where 31 departments needed one way to see and run 3.5 million square feet. We worked on the floor with their teams, every shift, refining PIN with the people who use it every day. Now it runs venues across North America.
Property
American Dream, East Rutherford, NJ
Size
3.5 million square feet
Departments
31, from Maintenance to Guest Services
Includes
DreamWorks Water Park, Nickelodeon Universe, Big SNOW
01 · The challenge
31 departments, one property
Facilities, security, housekeeping, guest services, and dozens more worked from radios, group texts, and spreadsheets. Issues were reported without a location, and leadership relied on status meetings to know what was happening.
02 · The approach
Every department on one live map
Every task, inspection, asset, incident, and document was pinned to the exact spot it belongs on a digital clone of the property. Each team kept its own workflows, and leadership saw all of it together.
03 · Today
Used every shift, by every team
PIN is the system every department at American Dream works in daily, from frontline staff in the field to executives in the boardroom. The same platform now runs Mall of America and West Edmonton Mall.
"At 3.5 million square feet, the hard part isn't the volume of work. It's coordination. PIN is the first system every department actually uses, and I can see the entire property live without waiting for a status meeting."
Bryan Gaus
SVP of Operations, American Dream
A day on the property
6:00 AM
Inspections
Scheduled checklists generate for every zone. Overnight issues are already Pins, routed to the right team.
9:40 AM
Housekeeping
A guest services associate snaps a spill by the fountain. PIN writes the Pin, places it, and Housekeeping closes it in minutes.
11:45 AM
Maintenance
An escalator stops. The Pin carries the asset history, the manual, and the warranty. The vendor is looped in from the chat.
2:15 PM
Security
An incident is reported from the floor, an officer dispatched, and a formal record documented as it unfolds.
5:00 PM
Leadership
The executive overview shows the day across all 31 departments: what was reported, resolved, and still open.
What changed on the floor
Maintenance
BeforeWork orders by radio and text, with no record of where the asset was or what had been done to it before.
With PINEvery repair is a Pin on the asset, with its full history, manual, and warranty attached.
Security
BeforePatrols, inspections, and incidents logged in three separate places.
With PINEvery sweep logged, every incident pinned to where it happened, with a formal record to stand behind.
Housekeeping
BeforeRequests slipped between shifts; the team heard about spills second-hand.
With PINAnyone snaps a photo. PIN writes it up, routes it, and the team closes it out on the spot.
Leadership
BeforeOne status meeting behind, relying on each department to report up.
With PINA live view of the whole property, every department, without waiting for a meeting.
Departments working in PIN
MaintenanceEngineeringHousekeepingSecurityGuest ServicesOperationsFacilitiesITParkingEventsTenant ServicesFood & Beverageand more
Why it worked
Every department works in Pins, not just maintenance.
A Pin is any piece of work tied to a place on the property. That made it as natural for Marketing or Finance as for the technicians fixing an escalator, and it's why all 31 departments ended up on one map.
Construction
Tenant buildouts and capital projects run as Projects on the map, with punch lists as Pins on each space, drawings and permits attached, and contractors looped in without full access.
Marketing
Signage, displays, and activations are placed as Pins where they go up. Installs, takedowns, and damaged media are reported from the floor with a photo.
Events
Setup, teardown, and event-day issues organized as a Project with every department involved, so a stage, a spill, and a security post all live on the same event map.
Design
Fixtures, finishes, and brand standards tracked by location. A scuffed wall or a non-compliant storefront becomes a Pin routed to the right team, with the standard attached.
Finance
Every Pin, repair, and project carries its cost and vendor. Finance sees spend by asset, location, and department, and tracks warranties and leases as documents on the map.
Guest Experience
Guest requests and complaints logged where they happen and handed off to the responsible team, with the guest kept updated until it is closed.
Security
Patrols, rounds, and incidents with dispatch, live timelines, and formal reports, pinned to where they happened.
Housekeeping
Cleaning routes, restroom checks, and spill response, reported with a photo and closed on the spot.
Maintenance & Engineering
Work orders, preventive maintenance, and building systems, with each asset’s full history, manual, and warranty attached.
The map came first
Every department already thinks in locations. Putting the work on a live map gave 31 teams one shared language.
Nothing to learn for the frontline
Snap a photo and PIN writes the Pin. Staff adopted it on the first shift because it was faster than a radio call.
Leadership saw it all together
Every Pin, inspection, and project rolled up into one live view, so adoption was visible from day one.
How a venue comes onto PIN
From floor plans to live operations.
We work alongside your teams to bring the whole property into PIN, department by department.
01
Map the property
Your floor plans become a live, interactive map of every floor, zone, and space.
02
Clone your assets
Equipment, inventory, and documents are digitally cloned and placed where they live.
03
Set up your teams
Departments, roles, and workflows are configured to match how your venue already runs.
04
Go live
Teams are trained on the floor, shift by shift, and start working in PIN from day one.
In their words
From the people who run the property.
"Our patrols, inspections, and incidents used to live in three different places. Now every sweep is logged, every issue is pinned to where it happened, and I have a complete record I can stand behind."
Maria Hamblin
Security Director, American Dream
"My team used to get requests by text and radio, and things slipped. Now everything comes in as a Pin with a photo and the exact location. Half the time they just snap a picture and PIN writes it up for them. They go fix it and close it out."
Ted Alvarez
Housekeeping Manager, American Dream
Get in touch
See PIN at your venue.
Tell us about your property and we'll walk through the workflows that matter most to your teams.