Case Study: Fortune 100 Financial Organization achieves 98% reduction in help desk calls with Accruent EMS Software

How a leading financial firm simplified meeting space reservation processes to reduce help desk requests, improve communication and lower admin overhea

This Fortune 100 pension system–leader manages assets for 2.3 million participants and 12,000 member institutions, with roughly 6,000 employees across 30 offices and about 300 meeting rooms (150 in major conference centers). High daily volumes of events and video conferences—each with varying space, AV and catering needs—created a complex, time-consuming scheduling and resource-tracking challenge.

The organization implemented EMS Software to support detailed scheduling, reporting, rapid self-service reservations, and A/V inventory tracking for key offices. The solution enabled users to book rooms directly, produced utilization reports for managers, improved catering coordination, and freed staff for higher-value work—yielding a 98% reduction in outsourced help-desk requests and substantial administrative cost savings.