Process Intelligence Implementation in Real Estate

This case study outlines the implementation of ProcessMaker's Process Intelligence software by a leading real estate management company facing challenges due to rapid growth and a complex IT landscape. The company aimed to enhance the visibility of its customer service operations and workflows, which were hindered by multiple legacy CRMs. The study details the initial difficulties encountered with traditional process mining methods that failed to capture the majority of workflows across diverse IT systems. The client sought to map customer requests to workflows to identify automation opportunities. Within four weeks of utilizing ProcessMaker's software, the company identified significant invoicing gaps and potential automation targets, resulting in a 10% increase in automation and a reduction in customer service ticket resolution time from days to minutes. The findings also revealed inefficiencies in employee practices and the distribution of customer request-related work, prompting further analysis and adjustments to improve overall operations.