Summer 2002, Vol 27, No 2

Abstract: The first in a series of three case studies examining the use of technology in real estate management, this study analyzes the use of information technology in the property management and tenant services operations of Boston Properties. By implementing an Internet-based tenant services application in more than 120 of its buildings, Boston Properties has achieved faster responsiveness to service requests, reduced cost per request, more efficient accounting and billing, and a higher level of tenant satisfaction.