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Commercial Real Estate Firm

Commercial Real Estate Firm Transforms IT Operations Through Structured, Measurable Application Support              

A fast-growing, commercial real estate firm overseeing more than 215 million square feet of assignments and $5.8 billion in annual transactions struggled to operationally sustain a quickly growing portfolio of custom-built applications across its complex, matrixed organization. In partnership with Allata, the firm implemented a structured three-year support framework with defined service level agreements (SLAs), automated health monitoring, and monthly quality metrics, establishing the operational foundation necessary to support sustainable enterprise growth.

OVERVIEW 

The real estate firm operates across a complex matrix of geographic markets and business functions, each with varying levels of process maturity and resource availability. As the organization scaled to over 1,200 employees, its reliance on custom software platforms grew, from application development and data warehousing to analytics and integration systems. Their previous support model did not provide the visibility required to sustain this complexity, creating operational risk and slowing strategic IT value delivery. 

By partnering with Allata, they introduced outcome-focused support designed to address both immediate operational needs and long-term scalability. Through a comprehensive phased approach, the firm gained access to specialized technical expertise, automated monitoring, and disciplined change management. 

Expected Business Impact: 

THE CHALLENGE

The firm’s rapid growth exposed gaps in its application to support infrastructure. Sustaining a diverse technology environment — spanning custom-developed platforms, data warehousing solutions, and advanced analytics — demanded specialized skillsets and disciplines that its existing third-party partnership consistently failed to provide. 

The organization faced four interconnected challenges: gap in operational process, where inconsistent application enhancement, code review, and change management processes drove quality variability and technical debt; reactive operations, where the absence of health monitoring left the team responding to failures — expired certificates, disk shortages, overdue upgrades — rather than preventing them; resource inflexibility, making it difficult to scale specialized skillsets across data warehousing, Power BI, and Microsoft Azure as demands shifted; and ungoverned operations, where the lack of quality metrics and structured reporting left leadership without visibility into support performance, incident trends, or system health. Additionally, critical off-hours support coverage created risk, leaving the organization vulnerable during extended business hours in global markets. 

Key Pain Points: 

OUR SOLUTION 

Allata addressed these challenges through a phased approach built on three pillars: specialized technical capability, operational standardization, and measurable service commitments, combining structured knowledge transfer with transparent service delivery. 

Phase One: Ongoing Support with Defined Standards 

Focuses on establishing a deep understanding of the firm’s application, landscape, and operational needs through collaboration with key stakeholders through knowledge transfer sessions, documenting existing processes and systems, and reviewing application codebases and CI/CD pipelines, along with identifying documentation gaps to create a comprehensive Operations Manual. The manual included updated documentation, recorded KT sessions, and onboarding materials. By phase end, the support team operates with full visibility into applications, dependencies, existing issues, and triage workflows. 

Phase Two: Ongoing Support with Defined Standards 

Following on, Allata delivers continuous, full-stack application support — spanning Transact-SQL (T-SQL), .Net, React.js, data warehousing, Power BI, ETL/APIs, and the broader Microsoft ecosystem, all backed by proactive monitoring, disciplined incident management, and flexible resource allocation. The structured protocols and response times ensure consistent handling across all applications, while reporting and quarterly business reviews give leadership clear visibility into performance trends to keep the support model aligned with organizational priorities.  

Phase Three: Continuous Improvement, Optimization & Modernization 

Building on a stable support foundation, this phase focuses on driving continuous improvement, optimizing system performance, and modernizing the application landscape to align with evolving business needs. 

During this phase, cloud optimization initiatives were implemented, including restructuring Azure resources across separate subscriptions and resource groups to improve cost visibility, governance, and scalability. Legacy and unused resources were decommissioned to reduce operational overhead and optimize infrastructure spend. 

Proactive performance and reliability enhancements were introduced through database optimization techniques such as index rebuilds and statistics updates, along with enabling automatic tuning. Advanced monitoring and alerting mechanisms were also implemented, including alerts for infrastructure health (e.g., node availability) and database performance thresholds, further strengthening system reliability. 

In parallel, the team focused on continuous application enhancements, improving system performance, and delivering new features and modules aligned with business requirements. This ensured that the application ecosystem not only remained stable but also evolved to support ongoing growth and operational efficiency. 

THE RESULT  

The partnership delivers measurable improvements in operational maturity, system reliability, and support transparency. Now, the firm has gained structured processes that reduce support variability, increase visibility into application performance and incident trends, and enable proactive capacity planning. 

Achieving the 99.99% uptime commitment ensures that mission-critical applications supporting real estate operations, data analytics, and client-facing services remain available. Defined response and resolution timelines, prioritized by business impact, ensure that incidents receive appropriate attention without operational delays. Daily system reviews and continuous monitoring identify potential issues before they impact users, shifting the organization from reactive to proactive operational stewardship. 

Monthly summary reports provide quantified visibility into support performance: incident volume by priority level, actual versus target response and fix times, and emerging system trends. This data enables informed decisions about resource allocation, system modernization investments, and process improvements. Quarterly strategic reviews with Allata leadership ensure the support model remains aligned with evolving business priorities and emerging technical needs.

technology

The new technology portfolio ensures support and enhancements align with industry standards and best practices. 

Development & Core Platforms: 

Data, Analytics & Integration: 

Quality & Testing: 

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