REIT Realizes Massive Efficiences with Flexible Service Desk Industry • Real Estate Investment Firm Challenges • Multiple Help Desk groups, each with different needs • Complex routing criteria • Data model must adapt to changing business needs • Need for improved communications with customers about the status of their requests Agiloft Solution • Adaptable BPA solution • JavaTM Platform, Enterprise Edition • 64 bit Windows OS • Single Sign-On integrated with MS Active Directory Benefits • 50% faster ticket resolution • 80% reduction in number of phone support calls • Customized interface and reporting for each help desk unit • Improved customer satisfaction due to more frequent communications • Ability to share tickets between technicians • Re-use of best responses • Meets other b

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