Jeff Glover & Associates are trend setters. When their office technology firm recommended they adopt a new VoIP phone system, they recommended a provider other than Clarity Voice. They believed the new VoIP phone system would help their growing team of Keller Williams agents stay connected and continue to provide better service.

However, after the system was installed, it turned out to be less flexible than originally believed. All callers were routed the same way and as a result, business calls were not getting answered in proper order or by the right person. Business opportunities were being lost. Customers were not experiencing exceptional service. Despite being new technology, the system couldn’t keep the growing team of Keller Williams agents connected when on-the-go and it did not provide a way to help them stay organized when coordinating buyer or seller issues.

The breaking point occurred when the system started distorting audio and dropping active calls. When trying to troubleshoot the ongoing issues, the tech firm would point to Glover’s high-speed internet provider, and they would point back at the tech firm. It was clear customers were being impacted and Glover would lose business if they didn’t fix their phone problem. The office manager was tasked with sourcing a system that was stable, could connect mobile devices, and provide reporting to help managers and associates alike keep on top of the many moving parts in the sales process. After speaking to multiple cloud phone VoIP service providers, Clarity Voice was selected.

The FranchisePhones® service from Clarity Voice is uniquely designed to be customizable for each client. Clarity is partnered with +100 franchise brands and their FranchisePhones® system is both dynamic and robust to meet the many needs of Glover’s multiple office locations and growing team of Jeff Glover Sales Associates, Keller Williams agents.

Using Clarity’s system, Glover & Associates now ensure every call is promptly answered using customized auto attendants along with Clarity’s Office AnywhereTM mobile app (which connects desk and mobile phones). They use continual call recording to enhance their quality assurance. Using Clarity’s mobile app Keller Williams associates stay closely connected to all their callers. If they’re with a customer and choose to send a call to voicemail, Clarity’s system transcribes the message texting and emailing it to them. These transcribed messages are quick to review and easy to forward to support associates for fast follow-up. Continual call recording provides a record of each interaction even when forwarded to a mobile phone. If a client calls when an associate is driving, the associate can keep driving to their next appointment and later listen again to their conversations to ensure they capture all necessary follow-up items. Likewise, if a client reported promises were made or details about their sale were missed, managers could replay past calls to gain understanding of what transpired and improve operational processes.

Clarity’s system offers unlimited text messaging which supports communicating with customers using both text and images. The Clarity Office AnywhereTM mobile app mirrors the experience associates enjoy at their desks. When using the app to place calls their office number is displayed as the caller ID ensuring customers know it is a Glover associate who is trying to communicate with them. Voicemail transcription and texting are essential features to associates on-the-go.

Today Jeff Glover & Associates team leaders can effectively support their sales associates assuring no calls go unanswered, dropped or missed. Managers can review reports indicating total or individual callers by date or time and how many were live answered, how many left messages and of those how many were called back within 24-hours.

Real estate brokers/franchised real estate brands who act as the corporate office for independent agents/associates; Clarity offers a unique Own-The-Number program whereby business numbers can be bulk ordered and assigned to independent agents and revert to the corporate office should the relationship with the associate be terminated for any reason. If an associate leaves, their business remains with the office that helped build and market that business.

Glover management reports a noticeable boost in business since installing their Clarity system. Customers now experience a higher level of service with no calls going unanswered and no calls being dropped. Managers can track and measure more sales activity giving them instant insights that they never had before. Calls are reviewed at team meetings helping all associates hear successes and quality service examples. Associates in the field are more productive and never out of reach. Overall, the company is seeing great results and their customer experiences have been elevated and enhanced.

Jeff Glover reports the following improved statistics:

• Our Associates outsell the average Agent 7 to 1.
• Our Associates have the highest production in the state, closing an average of 35 transactions annually.
• Structure, accountability and skills training are the foundation of our company – Our FranchisePhones® system is a part of building this foundation.
• 12 Hours a day our Inside Sales Team is dedicated to generating listing opportunities for our associates using Clarity’s FranchisePhones® system.
• More than 70% of our Sales Associates that have been with us 12 months or more now earn more than $100,000 annually.