Case Study: PropertyGuys.com achieves 25% sales growth and lower costs with PureCloud by Genesys

Fast-growing real estate trailblazer uses PureCloud by Genesys to support nationwide franchise network

PropertyGuys.com is Canada’s largest private‑sale real estate franchise, with 115 locations serving more than 600 communities. Rapid growth exposed weaknesses in their small, five‑person internal contact setup and an outsourced provider that lacked product knowledge and visibility, creating the need for a scalable, in‑house contact center with skills‑based routing, quality monitoring and better reporting.

They deployed PureCloud by Genesys, a unified cloud contact center (IVR, skills‑based routing, call recording, remote agents) that was easy to deploy and manage. The 15‑agent center now handles about 6,000 calls/month, driving roughly a 20% increase in sales (25% forecast), a Net Promoter Score of 65% (vs. 55% goal), lower costs through blended agents and optimized staffing, and improved franchisee and customer satisfaction through richer contact data and reporting.

PropertyGuys

Clifton Wareham

Manager of Operations