Success Stories - Real Estate Agency Solutions by Gr8r Technology

Success Stories - Real Estate Agency Solutions

ONE NUMBER SOLUTION

A real estate agency was receiving numerous complaints from buyers and sellers about their customer service in terms of communications. Clients complained that they had to use too many different phone numbers to try to reach their agent. Since all of the agents worked outside of the office, each agent had multiple phone numbers on their business cards (office number, direct number, 800 number, cell number, etc). Customers complained that there were too many phone numbers to remember, and even when they dialed every number on their agents business card, they still could not reach the agent “live”, but would have to leave a message at each number. To make matters worst, clients complained that even when they called and left a voice mail message at each one of the numbers on the agent’s business card, their calls were still not returned for several hours and sometimes not for a couple of days.

Gr8r Technology created the ideal solution by custom configuring and deploying a phone communications system with the features, functionality and capabilities the real estate agency needed, including…

ONE NUMBER: The solution provided ONE phone number for buyers and sellers to use to reach any agent, on any phone at any time, regardless of which phone the agent was using at the time of the call (cell phone, home phone, office phone, Skype, etc). This ONE phone number replaced all of those phone numbers on agent business cards, and became the only number the real estate agency published on brochures, websites, and used in all communications with clients.

EASY-TO-REMEMBER-NUMBER: The ONE number was intentionally created to end with “000” (i.e. 404-212-1000) to make it very easy for clients to remember, making it even easier for buyers and sellers to contact their agent.

CALL ROUTING: The ONE number routes incoming calls to the correct agent based on the agent’s ID number, the property listing, the caller’s phone number, or some other pre-determined criteria. If the agent is not available at the time of the call, the system re-routes the call to the agent’s co-worker or to the agency office, ensuring that every call is answered by a “live” representative- not an answering machine!

CALL TRANSFER: The ONE number enables agents to transfer calls to lenders, co-workers, back to the office, or any phone, any where in the USA from any phone they’re using (cell phone, home phone, office phone, Skype, etc.), at any time. This enables agents to manage their calls professionally from any location, without having to work out of the agency’s central office.

OUTBOUND CALLER ID: The ONE number enables agents to call buyers and sellers from their personal cell or home phone with the appearance that they are calling from the agency’s ONE number. Clients only see the agency’s ONE number in their Caller ID when they receive a call from their agent- not the phone number the agent is actually calling from.

Now, the real estate agency is receiving compliments (instead of complaints) from buyers and sellers about their customer service and how convenient it is to reach agents. Agents have the tools they need to work and communicate effectively from any location, and the agency’s administrative staff’s morale has improved tremendously!

DISPERSED AGENTS

A real estate agency specializing in investment properties like vacation homes was experiencing a lot of problems with getting incoming calls routed to the correct agent. Their sales agents were spread out across several states with each agent assigned to certain zip codes and/or MLS numbers. The agency was receiving a lot of inquiries from their web site, which were handled by the office receptionist. The receptionist was challenged with having to manually look up and determine the correct agent to route calls to while answering multiple simultaneous calls.

Gr8r Technology created the ideal solution by custom configuring and deploying a hi-tech call processing system with the features, functionality and capabilities the real estate agency needed, including…

ZIP CODE LOCATOR: The solution includes a tool that automatically determines where the zip code for where the property is located or the MLS number for the property, then routes the call to the correct agent assigned to the particular property. The zip code locator is very accurate, eliminating human error. It’s also fully automated, eliminating the need for human intervention, reducing labor cost.

FIND ME - FOLLOW ME: The solution includes a tool that automatically connects calls to agents “live”, in real time, regardless of their location or the type of phone they are using at the time of the call (cell phone, home phone, office phone, Skype or any phone)!

CALL QUEUING: If the agent is already on another call, the caller is given the option to press “1” to hold until the agent is available, or press “2” to leave a message in voice mail.

AUTO RE-DIRECT: Agents can access and update their schedules from any computer or smart phone. If a call comes in when the agent is off-duty, the auto re-direct tool automatically re-directs the call to another agent or the real estate agency’s central office, ensuring callers speak to a “live” person- not an answering machine.

CALL TRANSFER: The call transfer tool enables agents to transfer calls to co-workers or back to the office from any phone they’re using (cell phone, home phone, office phone, Skype, etc.) at the time of the call. This enables dispersed agents to manage their calls professionally from any location.

OUTBOUND CALLER ID: The outbound Caller ID tool enables agents to call clients from their personal cell or home phone with the appearance that they are calling from the real estate agency’s central office. Clients only see the agency’s phone number in their Caller ID when they receive a call from the agent- not the phone number the agent is actually calling from.

Now, incoming calls are automatically routed to the correct agent assigned to the property, the agency’s administrative staff can focus on more complex tasks, and dispersed agents have the tools they need to work professionally, effectively and productively from their various locations.

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