Case Study: Home Properties achieves 30% reduction in manual service requests and $43K annual savings with IFS assyst

Manual service requests fall 30% after Home Properties adopts assyst self-service solution

Home Properties, a publicly traded multifamily real-estate trust serving nearly 85% of its roughly 1,200 internal customers remotely, struggled with an overstretched central Service Desk because requests came only by phone or email, request forms were hard to find/complete, and approvals required slow physical signatures. To modernize its IT support, Home Properties adopted the IFS assyst ITSM platform, including the assyst self‑service portal, Service Catalog and assystReset password‑reset functionality.

IFS assyst implemented a Service Catalog, self‑service portal, assystReset and ITSM processes (Incident, Problem, Change, Request Fulfillment), enabling users to log and attach themselves to known issues and reset passwords without contacting the desk. As a result, manual service requests fell 30%, assystReset cut monthly call volume ≈7%, direct requests to the Service Desk dropped 30%, customer satisfaction rose 10%, holiday/weekend staffing and on‑call requirements were reduced, and Home Properties realized about $43,000 per year in IT support savings.

Home Properties

Christina Sanfilippo

Operations Support Director, PMP