Case Study: Realtors Property Resource achieves 50% reduction in AHT with SpiceCSM

Yields 50% Reduction in AHT and Eases Work From Home

Realtors Property Resource (RPR), the National Association of REALTORS®’s property-research platform, faced inefficiencies across its Omaha call center and remote agents: fragmented case data, inconsistent guided processes, longer training, and limits with their prior Zendesk setup. RPR selected SpiceX (SpiceCSM) and its Universal User Interface (UUI) along with CRM, Workflow Engine and Integration components to standardize Boolean-style processes, support multi-tiered agents, and simplify remote work.

SpiceX implemented a unified Customer Engagement Hub—combining CRM, workflow, integration and the UUI—delivering an implementation in under 60 days and SFDC integration in days. The result: average handle time fell by 50% (about 3–5 minutes per interaction), documentation became more reliable, new-agent training shortened to roughly a week, and RPR could add campaigns and customers without increasing headcount.

Realtors Property Resource

Allen Wright

Vice President of Operations