Rexera transforms real estate operations with knowledge-driven automation

The Company

Rexera is a cloud-based software company revolutionizing HOA and property management operations across the U.S. Their unified platform simplifies ARC requests, violation tracking, and resident communication, by streamlining complex workflows for management companies and self-managed communities.

Serving over 350 clients across the real estate sector and with deep industry expertise and modern tech, Rexera helps customers save time, reduce manual effort, and improve homeowner satisfaction.

The challenge: Disconnected tools creating operational inefficiencies

Rexera, a specialized SaaS company in the real estate sector, faced growing friction from fragmented operational systems that limited efficiency and scalability. Their existing infrastructure included:

• Jira for managing development issues
• Slack for both internal and customer communications
• An in-house tool for operational management due to limitations of market solutions

These fragmented tools led to major process inefficiencies. Data lived in silos, and key information didn't flow from one system to another—causing breakdowns in collaboration, misalignment between support and development, and delays in resolving customer issues. Standardizing HOA processes at scale became increasingly difficult without a unified source of truth.

The solution: Switching to DevRev

Rexera selected DevRev as their unified platform solution in July 2023 based on its ability to connect customer support with development work and replace multiple disconnected tools with a single platform.

The implementation focused on immediate pain points while planning for future scalability:

• Comprehensive customer engagement channels (CEC) implementation
• Email integrations and chat widget capabilities
• Integration with existing Slack workflow
• PLuG deployment for internal agent information search

DevRev offered the unified platform we needed to connect our customer support and development teams while streamlining our operational workflows

Vishrut MalhotraCEO and Co-Founder at Rexera

The impact: Unified platform, enhanced knowledge management, improved workflows

Improved cross-functional collaboration

DevRev connects Rexera's customer support with development teams, allowing them to work together more efficiently. The platform successfully integrates with Jira, mapping epics to DevRev enhancements for better workflow management and creating a single source of truth for customer issues and development priorities.

Unified knowledge access

The implementation of PLuG for internal information search has transformed how support agents access information. This centralized knowledge management system enables agents to efficiently search for information, reducing resolution times and improving customer support effectiveness. Rexera has achieved a 55% deflection rate for internal agents, allowing them to find answers independently without escalating issues. Rexera is currently expanding to enterprise-wide search capabilities.

Scalable solution for growth

Rexera implemented a phased approach, starting with basic features and gradually expanding to more advanced capabilities:

• Initial focus on customer support integration
• Development of approval process workflows
• Vista customizations for workspace management

Enhanced customer experience

By unifying their platforms and connecting customer support with development, Rexera has improved its ability to standardize and digitize HOA processes during real estate transactions. This integration creates a more seamless experience for real estate professionals and homeowners navigating HOA requirements.

The bottom line: A transformation in real estate operations Rexera's implementation of DevRev delivers tangible business benefits aligned with key value drivers:

• Unified visibility & accessible organizational insights: Teams now work from a single source of truth, reducing tool sprawl and improving collaboration.
• Instant & smarter self-service: HOA workflows and AI-driven support have boosted resolution speed and customer satisfaction.
• Higher efficiency & reduced operational costs: Centralized knowledge, better workflow management, and automation have significantly reduced manual effort.

The successful implementation has proven valuable enough that Rexera is committed to its DevRev partnership through October 2025, with plans for continued capability expansion.

Benefits:

• Support teams access information more efficiently through centralized knowledge
• Development and support collaborate seamlessly in a unified environment
• HOA title workflows are standardized and digitized more effectively
• Operational efficiency improves through reduced tool sprawl
• Customer experience is enhanced through faster issue resolution
• 55% deflection rate for internal agents, reducing escalations and improving efficiency