Case Study: CBRE reduces call center operating costs by 50% with MRI Software's MRI Angus

CBRE Call Center operating costs reduced by 50% with MRI Angus

CBRE, the world’s largest commercial real estate services firm, needed to improve a Washington, DC call center that manually created and dispatched work orders by radio and fax. The old system made tracking, reporting and timely ticket closure difficult, slowed responsiveness across a large field workforce and could not scale as the portfolio grew.

CBRE implemented MRI Angus to consolidate service coordination, dispatch, tracking and billing, routing tenant web and call-center requests instantly to technicians’ smartphones. The result: operating costs cut by 50%, faster response and better service quality, stronger reporting and visibility, higher tenant satisfaction, and the ability to support a larger portfolio (from ~9M to 16M sq ft and ~90 to 130 properties) with far fewer call-center staff (as few as one full‑time agent handling 26,000 requests).

CBRE

Karen Washington

Asset Services / Technical Services