CASE STUDY StephanieCuva Directorof Relocation Berkshire HathawayHomeServices Blake, REALTORS CHALLENGES With over 300 agents and eight offices Berkshire Hathaway is focused on efficiency. “Mostbrokeragesdon’thaveafull-timecustomerserviceteam,butit’simportantforus tobeavailabletoourcustomers,”saysStephanie.Inheroffice,there’sateamthatfields callsduringthedaybutmanycustomerswouldcallinsaying,“I’msittinginfrontofthe blue house.” Berkshire Hathaway HomeServices Blake, Realtors covers eight counties and often the phone calls while pleasant didn’t achieve the end goal of gathering the customer'sinformationandpassingthemontotheagent.Theconversationalnatureof their phone calls made it difficult to get information promptly. “The number of phone calls and emails we receive fluctuates over time, but

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