Case Study

How eXp Realty Streamlined Global Operations and Enhanced Agent Engagement

eXp Realty, a global real estate brokerage with over 90,000 agents, faced challenges in managing internal communications and maintaining consistent marketing efforts across various regions. By implementing HubSpot's CRM platform, eXp Realty achieved significant improvements in operational efficiency and agent engagement.

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  • The Problem

  • The Solution

  • The Results

  • Key Takeaways

Disconnected Systems and Inefficient Communication

eXp Realty's rapid growth led to fragmented systems and processes:

  • Siloed Communication Channels: Customer service teams managed inquiries through numerous Google Group email addresses, making it difficult to track responses and follow-ups effectively.

  • Inconsistent Marketing Efforts: Without a unified platform, creating and approving marketing materials was time-consuming, leading to delays and inconsistencies across regions.

  • Lack of Centralized Data: The absence of a centralized system hindered the ability to track agent engagement and marketing performance comprehensively.

Implementing HubSpot's Unified CRM Platform

To address these challenges, eXp Realty adopted HubSpot's CRM platform, integrating Marketing Hub, Service Hub, and other tools to create a cohesive system:

  • Centralized Communication: By utilizing Service Hub's ticketing system, eXp Realty streamlined customer service inquiries, ensuring timely responses and efficient tracking of agent interactions.

  • Standardized Marketing Assets: With Marketing Hub, the company developed templates and design parameters, enabling teams worldwide to access and deploy consistent marketing materials swiftly.

  • Data-Driven Insights: HubSpot's tracking capabilities allowed eXp Realty to monitor agent engagement and marketing effectiveness, facilitating informed decision-making and strategy adjustments.

Enhanced Efficiency and Agent Satisfaction

The integration of HubSpot's CRM platform led to notable improvements:

  • Improved Response Times: The ticketing system reduced the likelihood of missed or delayed responses, enhancing agent satisfaction and support efficiency.

  • Accelerated Marketing Processes: Standardized templates and centralized assets decreased the time required to create and approve marketing materials, promoting agility and consistency.

  • Increased Operational Transparency: Access to comprehensive data enabled better tracking of agent engagement and marketing performance, supporting continuous improvement initiatives.

eXp Realty's experience underscores the importance of unified systems in managing large-scale operations:

  • Centralization Enhances Efficiency: Consolidating communication and marketing tools into a single platform streamlines processes and reduces redundancies.

  • Standardization Promotes Consistency: Developing and utilizing standardized templates ensures brand consistency and expedites content creation across regions.

  • Data Accessibility Drives Improvement: Having access to real-time data on agent engagement and marketing effectiveness enables informed decision-making and strategic adjustments.

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