Case Study: Shorenstein achieves 50% faster ticket resolution and 80% fewer phone support calls with Agiloft

REIT Realizes Massive Efficiences with Flexible Service Desk

Shorenstein, a long‑standing San Francisco real estate investment firm, faced a fast turnaround after acquiring 46 Portland buildings: integrate systems for the May accounting cycle while supporting multiple distinct help desks with different needs, complex routing rules, customizable forms and reports, consistent technician responses, and better customer communications.

They deployed Agiloft’s web‑based BPA to create configurable help desks, drag‑and‑drop workflows, complex routing, shared ticketing and reusable responses with automated email updates. The platform drove over 90% of requests online, cut ticket resolution time by 50%, reduced phone support calls by 80%, improved customer satisfaction, and is being extended to automate new‑hire onboarding.

Shorenstein

Bob Kaplan

Manager of Applications