Virtual office increases communications between REALTORS®

Changing to a “virtual office” seems like a dramatic change but it basically takes advantage of new technology.

Coldwell Banker Hearthside, REALTORS® started a “virtual office” for agents in its Malvern location several weeks ago. The goal of this pilot project is to reduce the office’s overhead costs and eliminate the need for agents to be in the office.

Agents are no longer married to an office. Nearly everything they need to do business is available to them online and the phone system routes calls directly to them. If an agent needs to go to a physical office, they can use any of Hearthside’s 19 locations.

REALTOR® Lori Vanderbilt had her first settlement since the office changed. She finds people are actually more accessible.  “It feels like we’re ‘virtually’ surrounded by people because we’re able to get a hold of someone 24/7,” she added.

Communications between agents has increased despite the reduced hours in the office, according to Chris Beadling, Coldwell Banker Hearthside vice president. “Our agents used to talk when they were in the office for a meeting but now that they have Skype available to them and they’re talking to each other more.”

Floor or opportunity time where agents need to be in the office has gone down nearly 100 percent because calls are forwarded to them, Beadling said. “We followed NAR’s research about what buyers are doing and where they’re coming from. They’re using the Internet more and they don’t know whether an agent is in an office or at Starbucks when they answer a call.”

Chuck Barbera, a REALTOR® for about a year, sees the virtual office as a win-win solution for everyone involved. He said, “For agents, things are faster with the new technology. The broker/owner is reducing his overhead costs and our buyers and sellers are gaining more attention, efficient results and hopefully they having a better experience with us.”

Beadling said the transition to the virtual office has been smooth because as a company, the office decided two years ago that it would train its agents to work with emerging technology. “We have someone within the company who provides in-house training for our agents and has brought them to a different level,” Beadling said. “Our agents have embraced the change our technology expert Stefanie Hahn has brought and they’re excited to leverage the technology to improve their business.”

Pam Sheehan, associate broker/manager, said the agents like the change. “We’re thrilled with how well everyone has adapted to the change. In a recent meeting everyone agreed that the change was seamless, especially to our clients.”

The company also launched a café office in Bucks County three months ago. The office offers free wireless Internet service and coffee to anyone who stops by and the office is gaining popularity within the community. Coldwell Banker downsized the office from 4,500 square feet at its previous location to open a new location with 1,400 square feet.

“The agents feel the office is more inviting to clients,” Beadling said. “It does have its challenges since the audience is always mixed and you have to be very aware of privacy issues. We’ve worked to develop open and closed wireless connections so we don’t have security issues.”

Within the Coldwell Banker brand, West Coast offices have transitioned to similar virtual offices and café locations.