Case Study: a leading real estate management company cuts customer service resolution time from days to minutes with Decisions Process Intelligence

Leading Real Estate Management Company cuts ticket resolution from days to minutes with Decisions

The customer, a leading real estate management company, faced challenges due to a complex IT landscape with dozens of legacy CRMs from rapid acquisitions. This complexity resulted in highly variant workflows and limited process visibility, hindering automation and accurate billing. Their previous attempt with traditional process mining failed. The vendor Decisions, using its ProcessMaker Process Intelligence software, was engaged to address these issues.

Decisions implemented its Process Intelligence solution to analyze the company's customer service operations. Within four weeks, the solution identified invoicing gaps that had caused five-figure losses and pinpointed over five workflows suitable for automation. This increased the automation ratio by 10% and decreased resolution time from days to minutes. The solution also uncovered that a significant portion of work was non-essential and that outdated work practices were still being used.