Case Study: Leading Real Estate Company achieves faster customer service resolution with ProcessMaker

A global real estate company decreased customer service ticket resolution time from days to minutes

The Leading Real Estate Company was struggling with a complex IT landscape created by rapid growth and acquisitions, including dozens of legacy CRMs and more than 10 different systems. This made it difficult to see end-to-end workflows, improve automation, and accurately track billable out-of-scope customer service requests. The company also needed better visibility into how time was spent across requests to improve customer experience and business decisions, and it chose ProcessMaker Process Intelligence to help.

Using ProcessMaker’s Process Intelligence, the company analyzed customer service operations across three teams and 65 agents, uncovering workflow gaps and billing issues within four weeks. ProcessMaker helped identify 5+ automatable request-driven workflows, increase automation by 10%, and reduce ticket resolution time from days to minutes, while also exposing five-figure invoicing losses and other process inefficiencies.