Last year, Greater Vancouver REALTORS® (GVR) set out to transform the services we offer you with a new initiative – Service Re-imagined. Since then, GVR has made significant progress behind the scenes to lay the foundation of a modern service infrastructure.

We’ve examined every aspect of our organization, from processes to technology, from the perspective of a member to see where we have room to improve or completely re-imagine how we support your business.

Some of these changes have been more visible, like adding a new Account Executive role to better support brokerages, while others have been more in the background.

To help you understand what at GVR has changed since we’ve started our Service Re-imagined journey, we’ve compiled some highlights.

Immediate frontline support for technical issues, MLS® listings, and the Professional Development Program are a core day-to-day function for your professional association. That’s why we modernized our contact centre software to improve response time and offer more personalized support.

When you call us now, our team can instantly see your name, contact details, and previous call history, which helps us limit call transfers and eliminate the need for you to repeat information.

In conjunction with this new software, we’re introducing a more robust case management system for member inquiries that may need some more time to resolve. This process ensures:

• Clear visibility into resolution status

• Consistent guidance, no matter who handles your case

• A centralized history of past interactions for smoother follow-ups

We’re piloting this program for inquiries coming into the Account Executive, Support, Privacy Notice and Consent, and Corporate Membership email inboxes.  

Stay tuned for more information as we implement, improve, and expand on this process.

One issue we found when examining our offerings was our contact process. GVR is full of specialized roles that might not be clear to members when they contact us for help. This can lead to unnecessary transfers, incorrect information, and slower service.

It was clear we needed to simplify this process.

That’s why we’re bringing together our Member Relations, MLS®, and Help Desk teams into one aligned group: the Engagement Centre. This internal shift sets the stage for improvements to how you connect with us – like simplified phone numbers and upgraded call flows coming later this Fall!

Updating your credit card shouldn’t be a hassle. That’s why we’ve developed a new online self-serve credit card portal and process for members and offices who pay their GVR bills via credit card.

Launching later this Fall, our new credit card portal will allow you to add and update your credit card information online through our member-facing website at member.gvrealtors.ca.

Ultimately, the idea of Service Re-imagined is to make your life easier. These initial steps will give GVR the momentum we need to improve services, to adapt to the changing business landscape and offer a modern customer experience.

We’ll provide more information on Service-Reimagined initiatives and what they mean to you in the coming months.