Case Study: RE/MAX achieves 3x training reach and rapid CRM adoption with Pendo

RE/MAX launches new CRM to 130K real estate agents with Pendo-powered in-app training

RE/MAX, a global real estate franchisor with 130,000 agents in 110 countries, faced a major change-management challenge when launching its new booj CRM and remax.com: move agents off legacy tools and spreadsheets, migrate thousands of leads and contacts, and deliver scalable, measurable training that would drive adoption and loyalty across a dispersed network.

RE/MAX implemented Pendo for in-app guides, A/B testing, feedback polls, analytics and a Resource Center for on-demand training and announcements. The team built about 65 guides, iterated based on user data (starting with a 34-step test for 500 agents), and used segmentation to target learning. Results included a 3x increase in training reach, onboarding in 325 cities within 90 days (vs. 125 planned), one-third of the network using the CRM, aggregated 150 days of platform use, and new visibility into adoption by location and agent to inform ongoing training and product decisions.

RE/MAX

Ashley Rosa

Director of Technology Engagement