Customer stories
Customer storyAdrienne Torres · Operations Manager · Samson Properties
How Samson Properties Unified Support for 6,500+ Agents
A 47-office brokerage consolidated voice, SMS, and web chat into one always-on front office, with operations-level visibility across every channel.
0
Office locations
0+
Agents served
24/7
Support coverage
0%
Inbound call answer rate
“Now agents instead of calling again and again until someone picks up, their call is getting answered right away.”
At a glance
Organization profile
Company
Samson Properties
Industry
Real Estate Brokerage
Location
Chantilly, Virginia
Coverage
DC, Maryland, Virginia, West Virginia, Pennsylvania
Highlights
- Voice, SMS, and chat in one queue
- 47-office rollout
- Always-on coverage
Narrative
Challenge, deployment, and outcomes
Summary of what the customer faced, how Frontdesk was applied, and what they report measuring afterward.
Challenge
- Samson Properties was managing support across 47 offices with 6,500+ agents and growing month by month.
- Accounting, compliance, and internal operations teams were seeing missed and dropped calls during peak periods.
- They needed one reliable support layer across channels, available around the clock.
Deployment
- Deployed Frontdesk across calls, SMS, and chat so every office used the same intake and routing model.
- Gave operations one dashboard for transcripts, volume, and outcomes instead of channel-specific tools.
- Allowed managers to adjust flows quickly as regions and seasons changed demand.
Outcomes
- Agents reach a live answer on first attempt more often, with fewer voicemail loops.
- Operations can review quality and volume across channels from a single system.
- The brokerage sustains always-on coverage while adding offices and agents.
Video
Samson Properties Testimonial
People
Team members in this story
MW
Melissa Walsh
Program Manager
AT
Adrienne Torres
Operations Manager
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