Overview: A real estate management company handles a vast portfolio of properties, resulting in complex and time-consuming manual processes. They seek to enhance efficiency, transparency, and customer experience through digital transformation.


  1. Manual Processes: Property management tasks such as tenant onboarding, maintenance requests, and lease renewals were paper-based, leading to delays and errors.
  2. Lack of Visibility: The absence of a centralized system made it difficult to track the status of various processes and access real-time data.
  3. Inefficient Communication: Communication between property managers, tenants, and maintenance teams was fragmented, impacting response times.
  4. Scalability Issues: The company struggled to manage its expanding property portfolio with existing resources and processes.


  1. Process Automation: The company implemented Appian BPM to automate workflows, including tenant applications, maintenance requests, and lease renewals.
  2. Centralized Portal: They developed a self-service portal for tenants to submit requests, access lease information, and receive real-time updates.
  3. Integration: Appian was integrated with external systems such as CRM, ERP, and communication tools to ensure seamless data exchange.
  4. Mobile Access: Property managers could access critical information and approve tasks on-the-go through the mobile app.
  5. Data Analytics: Appian’s analytics capabilities provided insights into process bottlenecks, enabling continuous improvement.


  1. Efficiency: Property management processes were streamlined, reducing manual effort and processing times significantly.
  2. Transparency: Tenants could track the status of their requests, enhancing overall satisfaction and reducing communication gaps.
  3. Cost Savings: Operational costs decreased as manual tasks were automated, allowing staff to focus on higher-value activities.
  4. Scalability: The company effectively managed its growing portfolio without proportionately increasing resources.
  5. Data-Driven Insights: Real-time analytics helped identify process bottlenecks and optimize workflows for better performance.