Episode Description:
Are you truly in control of your building systems, or dependent on your vendor?
Vendor lock-in increases costs, slows down repairs, and limits flexibility. But there’s a clear way to reduce risk: internal capability.
This episode of the Smart Buildings Academy Podcast walks through how to shift control back to your team through targeted training and planning.
Key topics include:
Common signs and causes of vendor lock-in
Financial and operational impacts of relying on one provider
How training restores technical and strategic leverage
Steps to build and maintain in-house capability
When to use vendors and when to manage tasks internally
If you want more control and less cost, this episode is for you.
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Vendor lock-in is a reality for many building operators. While it may start as a matter of convenience, over time it creates long-term dependence that affects cost, flexibility, and system performance. In episode 509 of the Smart Buildings Academy Podcast, we explore how to recognize vendor lock-in and what facility managers can do about it.
Vendor lock-in happens when a facility becomes reliant on a single provider for BAS and HVAC support. This can include programming, troubleshooting, upgrades, and even basic operations. Common signs include:
Locked or proprietary programming tools
Lack of access to passwords or system software
No documentation for system sequences
Service agreements that restrict in-house work
No training offered to internal teams
The result is limited control. Any time a setpoint needs to change or a piece of equipment malfunctions, the vendor must be called. This inflates service costs, slows down issue resolution, and reduces innovation across your systems.
Vendor dependence is not just a technical challenge. It becomes a business liability. Service calls are expensive and often delayed. Optimization is limited when internal teams lack access or training. Even simple changes require external help, which frustrates staff and disrupts operations.
It also limits your ability to respond quickly to issues or adapt your systems to new needs. It complicates competitive bidding, locks you into a pricing model, and can stall system upgrades or integrations.
The most effective way to regain control is by developing internal capability. This does not mean replacing your vendors entirely. It means knowing when to rely on them and when your team can take action independently.
Training helps teams:
Understand system architecture and user interfaces
Troubleshoot both software and mechanical components
Optimize operations for energy and performance
Access and use system tools responsibly
Collaborate across departments including IT and maintenance
This cross-functional knowledge increases flexibility and reduces downtime. It also builds morale and supports a culture of problem solving and innovation.
Start by identifying where your team needs support. Focus on skill gaps related to software access, system operations, troubleshooting, and integration. Develop a phased training plan that blends classroom learning, hands-on practice, and digital resources.
Document what your team learns and store that knowledge centrally so it is not lost during staff turnover. Make sure technicians have access to the right tools and know how to use them.
Set aside regular time for refresher training. This keeps knowledge current and builds confidence across the team. Even short lunch-and-learn sessions can help reinforce key skills and encourage shared ownership of building systems.
A blended approach offers the best of both worlds. Use vendors for specialized programming or complex integration. Keep daily operations, system monitoring, and basic troubleshooting in house. Ensure documentation and updates are shared between both parties. This creates a relationship based on choice rather than dependence.
Facilities with internal capability experience lower lifetime costs, faster issue resolution, and fewer tenant complaints. Their systems evolve with the needs of the organization, not the constraints of a service contract. Staff morale improves, and the organization stays ready for future technologies and challenges.
The path to this outcome starts with a single decision: invest in your team.
For a deeper discussion and insights from the field, listen to this episode on the Smart Buildings Academy podcast.