Global property management firm CCI focuses on delivering long-term value for its customers, with over $1 billion in assets under management. After moving their IT in-house, they looked for an all-in-one solution that would also be a long-term technology partner. With Atera, they reduced SLAs and operational complexity, increasing end user satisfaction and engagement, and ensured they can continue to scale without compromising quality or compliance.

Supporting a distributed workforce in a regulated environment

CCI is a global property management firm focused on delivering long-term value for its customers, with over $1 billion in assets under management. Operating in a highly regulated industry, CCI relies on disciplined investment strategies, operational excellence, and secure technology to support critical business functions. 

CCI operates across more than 30 U.S. states, with approximately 400 employees supported by a lean IT team of seven professionals. The team is responsible for maintaining secure, dependable technology for a distributed workforce operating across time zones, where downtime, delays, or poor service can directly impact productivity and trust.

Reliable and high-performing systems are essential to ensuring teams can work efficiently while maintaining the trust and standards expected by clients and partners.That means IT support has to respond quickly, resolve issues efficiently, and meet strict service expectations, without overwhelming the team behind it.

CCI needed to scale support without increasing workload

As a global property management organization, CCI depends on fast, reliable, and secure IT support to keep employees productive. After years of working with an MSP, the company made the decision to bring IT support in house to expand the range of services offered. But as demand for support increased, the IT team faced growing pressure to resolve issues quickly while minimizing manual work and employee downtime.

Key challenges included a high volume of incoming tickets, time lost to manual diagnostics and missing context, and slower resolution times that impacted end user productivity, contributing to rising stress and workload for the team. CCI was looking for an all-in-one IT management platform with strong Microsoft product integration that could also function as a technology focused partner, and they found that in Atera.

“We were looking for a partner that at least had AI on their roadmap,” Lucid said. Atera met all of CCI’s core requirements and stood out with Atera’s Robin, which offered a clear path to scale as the company continued to grow. They also found the platform very easy to set up. “It’s not overly complicated like other systems we evaluated.”

Atera’s Robin as the first line of support

CCI adopted Atera’s Atera’s Robin to automate first‑line IT support. An autonomous, purpose-built AI agent, Atera’s Robin diagnoses issues, gathers missing details, and resolves common requests independently before tickets even reach a technician. For CCI, that often translates to issues that could be resolved by the user restarting their device or clearing their browser cache—simple stuff that nevertheless took up the majority of the team’s time. 

CCI initially rolled out Atera’s Robin to 25% of employees as a test. “It just worked so well that it only took us around 30 days to decide to roll it out organization-wide,” Lucid said.

Atera’s Robin is an agent that can act autonomously, draw on multiple knowledge sources, and company playbooks to deliver more context-rich responses. It thinks, acts, and improves like a true extension of the support team.

The result was a smarter, faster support workflow that reduced friction for both IT teams and end users. Tickets arrive pre‑diagnosed with many resolved instantly, and the IT team experiences less stress and higher productivity. Employees benefit from faster resolutions, reduced downtime, and more responsive support.

Atera’s Robin’s instant response has had a big impact on CCI’s employees. “Users feel like they’re being responded to more quickly,” Lucid explained. “Before, they would always get the generic ‘we’ve got your ticket. Someone will reach out to you shortly. Now, there’s usually a response that makes them feel like we’re actually paying attention, even though it’s not a real person giving them that attention.”

Results

• – Leveraging Atera’s Robin to save over 3+ hours daily per tech
• – Leveraging Atera’s Robin to save 30 minutes per ticket
• – 67% of tickets resolved with the help of  Atera’s Robin 

Since implementing Atera, CCI has seen major improvements across SLAs.

Operational efficiency

• – ~30 minutes saved per ticket by eliminating manual context gathering
• – Up to 200 hours a month freed for the IT team
• – Instant first response time and 50% reduction in resolution time for escalated tickets

IT team experience

• – Reduced stress as tickets arrive with troubleshooting already completed
• – Higher job satisfaction and more time for strategic work

End‑user experience

• – Faster resolutions and less downtime
• – Improved customer service ratings
• – Immediate, empathetic AI‑driven support

Conclusion

For CCI, Atera and Atera’s Robin are more than tools; they are a foundation for scalable, modern IT operations. As the organization continues to grow, Atera’s Robin enables the team to maintain high service standards without increasing headcount or operational complexity.

“Atera is one of the most tech-forward solutions I’ve seen in a long time,” said Lucid.

By combining autonomous AI with human expertise, CCI has built an IT support model that scales with the business while keeping both employees and IT teams productive, supported, and confident.