Keith is a seasoned real estate professional. From the advent of cell phones to the digitization of today’s business, he’s had a front-row seat to the changing landscape. But, one thing remained constant in his business: a hyper-focus on customer service.

He boosted transactions by nearly 200% in 5 years, doubled the size of his team, and built a database of 15,000 contacts while keeping an unwavering focus on a top notch customer experience. To help him do that, the answer was in the right technology partner.

Here’s how he put the structure in place to scale his customer service and grow his business.

Pipeline, Pipeline, Pipeline

In order to deliver on the team’s customer service mission, there’s one critical component: customers to service. His focus on generating enough names for his agents to service resulted in a database of 15,000 names.

BoomTown’s an integral part of what I do now. About 30% of what we do comes through BoomTown, and we’ll generate 100 closings this year through the lead generation system that they’ve provided.

Keith’s team reaches thousands of prospects and builds their database through a good mix of lead generation strategies. They boost organic traffic through helpful blog posts that educate and inform their readers, participate in community events to bolster their brand awareness, and drive traffic to their site through Facebook advertising and targeted SEO.

Scaling Your Mission to Serve

With the rise of technology, the expectations of these potential clients have risen as well. They want instant contact, and if you don’t make it in time, someone else will. Keith uses BoomTown to build a database for his team, but he also leverages the system to streamline the nurture process too. His agents can automatically reach their clients on a daily, weekly, or monthly basis. Not only is it easy for them to put information into their customers’ hands, it’s simple to customize and coordinate the communication to their unique preferences.

Manage Performance and Productivity

Keeping a growing team of agents organized and efficient can get complicated. If everyone isn’t on the same page, it’s easy to let things fall through the cracks and customer service can slip. Good internal communication is critical for good external communication. That’s why Keith leverages the system to handle that for him. He can set goals for his team, make performance expectations clear, and easily ensure his agents are maintaining good communication with their leads throughout the buying and selling process. “We’re not over top of them all day long, but we can clearly see what they’re doing and how they’re responding to the clients.  We give them ‘guidelines’  and ‘best practices,’ but they can customize that to their style. Some agents are going to excel at phone conversations and others at creative emails.”  It helps everyone stay on the same page and work together.

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