Comprehensive Support Portal Optimization and Automation Enhancement for Real Estate Support Teams

The client operates a support ecosystem with multiple portals and complex workflows, leading to user confusion, inconsistent support quality, and inefficient ticket management. Support teams face process fragmentation due to siloed workflows, duplicate issue types, and outdated automation routines, resulting in delayed resolution times and suboptimal end-user experience.

A mid-sized real estate service provider managing a broad portfolio of residential properties with multiple distributed support teams in different time zones, utilizing ITSM tools to handle client inquiries and support requests.

• Streamline and unify the client support portal for enhanced usability and intuitive navigation.
• Reduce the number of request types by consolidating frequently used categories to improve end-user request submission accuracy.
• Improve support agent workflows by restructuring queues and standardizing issue workflows to facilitate faster ticket processing.
• Optimize ITSM configurations by identifying and merging duplicate or unused issue types and statuses to eliminate confusion.
• Implement automation rules to improve ticket update processes, particularly notifications, to ensure timely and relevant communication with end users.
• Enhance reporting capabilities through real-time dashboards and data accuracy to support better decision-making and performance tracking.
• Reduce operational costs by maximizing the use of existing ITSM features and minimizing reliance on third-party apps with redundant functionalities.

• Customizable and unified client portal interface leveraging branding and UX best practices to improve navigation and request submission.
• Simplified, merged request types based on usage data, with a streamlined form design for quick ticket creation.
• Configurable agent queues organized into logical groups with visibility controls to optimize workload management.
• Standardized workflows with merged issue types and statuses to reduce complexity and improve automation efficiency.
• Automation rules for ticket status updates, notifications, and escalation, with error monitoring via shared service accounts.
• Revised notification schemes ensuring end users receive timely updates and reducing spam or redundant notifications.
• Real-time reporting dashboards with key performance indicators, data accuracy, and insights into current support operations.

• Third-party asset management system for handling property and client assets
• Alerting and incident management tools (e.g., Opsgenie) for escalation and on-call management
• External analytics tools or dashboards for real-time KPI visualization

• System scalability to accommodate increasing ticket volume (targeting 200+ tickets daily)
• High availability and minimal downtime to support globally distributed teams
• Data security and compliance with GDPR and relevant regulations for client data
• Performance optimization to ensure real-time report updates and dashboard responsiveness

By implementing portal unification, workflow standardization, automation enhancements, and real-time reporting, the client is projected to significantly improve user satisfaction, reduce ticket resolution times, and decrease operational costs—potentially achieving a 20% cost saving through increased utilization of native JSM features and streamlined processes.