Realm

“Realm makes workflow much easier”

Pros

Realm has been really helpful in my day to day work and is very easy to use. It helps organize my tasks and makes everything feel more manageable. Getting started was also simple especially with the support and guidance from the team during the initial setup.

Cons

It would be even better if there were more integration options available.

“great support gains with Realm”

Pros

From a buyer's perspective choosing it was one of the simplest decisions we've made. It was also one of the rare vendors where the DPA was approved immediately without any trouble. Once the contract was signed, the team gave us all the training we needed and the 30-day trial for every customer made it very easy to confirm that the product really matched our needs. Working with it has been fast and very close-knit, all within the same communication channels we already use internally, to the point that it sometimes feels like they are part of our own company. I'm especially thankful to Miika for going above and beyond over a weekend to deliver a very important feature for us, even though it wasn't part of their sprint. The OCR capability has been excellent for our support team because it can pull information directly from customer screenshots, which matters a lot since nearly every support ticket we receive includes an image. Phone support is also a major area for us and it has become an essential part of improving that workflow. Even the CEO personally helped us create the ideal prompt for automatic AI summaries on every phone ticket. In our setup, those AI summaries save about the equivalent of one full support agent's workload, which lets the team spend less time typing manually and more time helping customers. Since launching that feature, our overall SLA across the team has been reduced by half. Bringing it into our internal processes has made a major difference, helping the entire staff adjust their workflows so each role can benefit from AI in its own way. We're part of Vitec Software Group, which includes around 50 SaaS companies. We were the first company in the group to adopt it and because our experience was so positive, many other Vitec companies are now using it as well.

Cons

The thing I'd like to see improved is how specifically it handles requests to locate numeric data in Jira tickets. It needs fairly detailed guidance and we also have to narrow down the projects quite a bit. That said part of the challenge comes from the very large amount of Jira data that it has to index in our environment.

“Centralized data access is great”

Pros

Realm has become our go-to place for accessing internal data and documentation and for building agents that can automatically act on that information. It fixed a big problem for us since our data and docs used to be scattered across multiple systems and now everything is available in one place. The platform is very user friendly and simple to work with, which saves us a lot of time and has made it a core part of our daily workflow. Working with the team has also been excellent, with outstanding support throughout. It genuinely looks like a partnership where both teams keep refining not only the product itself but also how we work and how much value we get from what it provides.

Cons

One challenge is that it develops at a very fast pace, so new features sometimes arrive quicker than we can fully absorb them. When that happens, some of the functionality we expect may not be there right away in the initial rollout. Because things move so quickly, the documentation and the training or onboarding materials can also feel a little behind at times.