MK

Mikko K.

Head of Support

Mid-Market (51-1000 emp.)

3/5/2026

"Realm should be mandatory by law for any support team"

5/5

What do you like best about Realm?

As a buyer, Realm was one of the easiest cases ever. Realm was one of the few companies for which the DPA was a slam dunk approval. After signing the contract, we got as much training as needed from Realm wizards and all customers get a 30-day trial period to decide if it fills the need or not.

The collaboration with Realm is so quick and close in the same channels we use internally that sometimes it feels we are part of the same company. I am very grateful to Miika for going the extra mile over a weekend to deliver one very important feature for us that did not fit in their sprint. The OCR feature is fantastic for my support team, meaning that Realm can read information from the screenshots sent by the customers as every second of our support tickets includes a picture.

Phone support is important to us, and Realm plays a key role in streamlining that process. The CEO himself helped us to have a perfect prompt to have an automatic AI summary on each phone ticket. In our case this automated AI summary saves roughly one full support agent's worth of work, freeing the team from manual typing to focus on customers and after launching this feature, our team-wide SLA has been cut in half.

Integrating Realm into our internal process has helped significantly, enabling our whole staff to adapt their ways of working so that each role finds the advantages of AI in their own role.

We are part of Vitec Software Group, a group of 50 SaaS companies. We were the first to start with Realm, and now many other Vitec companies are using Realm thanks to our positive experience with it. Review collected by and hosted on G2.com.

What do you dislike about Realm?

I wish Realm would be more specific when prompting it to find numeric data from Jira tickets. You have to guide it quite a bit and limit the projects, but this is also due to our huge mass of Jira data for Realm to index. Review collected by and hosted on G2.com.

What problems is Realm solving and how is that benefiting you?

Thanks to Realm, every Futursoft employee is using AI in their daily work. Information is now shared more effectively across teams and it has even helped to streamline licenses for other tools. Our senior employees are very happy that they can find the information they know exists somewhere in seconds. The knowledge gap between junior and senior employees has been cut in half, as they can now start with Realm to get a push in the right direction before asking a human colleague. Review collected by and hosted on G2.com.

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