Monday, April 28, 2025

We are re-imagining how we serve you. 

A key focus for our leadership team this year is the execution of something we are calling Service Re-Imagined, a bold, organization-wide initiative to modernize and transform the way we deliver service to members. This is not a small update or system tweak—this is our digital transformation, a re-engineering of how we support your success.

"Our goal in this initiative is straightforward: make it faster and easier for you to get the support, tools, and information you need—so you can stay focused on your business."

Over the next 12–14 months, we will roll out a comprehensive 5-point action plan designed to reshape our service experience, from how we respond to inquiries to the technology that powers our systems. This includes:

  • Assigning dedicated account executives to brokerages and to our geographic regions to provide more personalized and proactive service. We just hired our first account executive and our brokerage community can expect to hear more about this in the weeks ahead.
  • Launching a centralized online access point that streamlines all customer service touchpoints across different communication channels.
  • Automating manual tasks to increase operational efficiency, reduce response times and eliminate service delays.
  • Upgrading our member portal with smarter self-service options, giving you instant online access to resources, tools, and personalized account information—when you need them.
  • Modernizing our internal systems to boost efficiency and improve service quality for the long term.

You will start seeing some of these improvements later this year, including changes to our member portal and early enhancements in how you contact us. We are striving to introduce a greater capacity for you to self-serve online, including for bill payments later this year. These are just the first steps.

More enhancements will roll out incrementally across all service areas as the project progresses. This means new features, faster response times, and more intuitive interactions will continue to become available throughout the year. We are designing this transformation with you in mind—making sure your voice helps shape our progress.

We will keep you updated as new features go live and invite your feedback along the way. For now, we just want you to know that this work in underway on your behalf.

"This is a pivotal moment for our organization. With Service Re-Imagined, we are investing in a better, faster, more intuitive experience for you—now and into the future."

Thank you for your continued trust. We are excited to bring this transformation to life — with you.

To learn more about this and other initiatives at GVR, listen to this episode of our Critical Path podcast.

Sincerely,

Jeff King
CEO
Greater Vancouver REALTORS®