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.
“Now agents instead of calling again and again until someone picks up, their call is getting answered right away.”
Customer interview
Samson Properties Testimonial
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
AI workforce
One workforce across the customer journey
Frontdesk connects the channels, systems, and repeatable workflows this team uses to serve customers and keep work moving.
Products deployed
- Voice AI
- Chat AI
- CRM
- SMS Texting Agent
- Outbound Sequences
- Dashboards & Reporting
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.
Full interview
Transcript
The complete interview is lightly edited for readability. Timestamps correspond to the video above.
My name is Melissa Walsh. I'm the program manager at Samson Properties. And my name is Adrienne Torres. I'm the operations manager at Samson Properties. Samson Properties is a real estate brokerage based out of Chantilly, Virginia, with 47 office locations around the DMV. So mainly D.C., Maryland, Virginia, West Virginia, and we just opened in Pennsylvania. And we have 6,500 agents and we continue to grow month by month. I would say we were struggling with call continuity and we were also struggling with just the agents being able to constantly have somebody that they could reach. When you have that many agents, they're constantly in need of something, whether it's our accounting department, our compliance department.
They just want a face or a voice to be able to assist them. And so when you have that sort of call volume, there are lots of calls that were getting missed and getting dropped. We needed a solution that was going to allow us to better support all of our agents 24/7. Our onboarding experience with Front Desk was super easy. We had a few calls initially and then they built the whole road map for us. It was pretty quick. The initial setup and not a huge lift on our end at all. I've really enjoyed, one, the transparency so we can track everything, listen to every call, view every text and chat communication that's going on. Just so if anything doesn't look quite right, we can fix it right away too.
And I like that we have the ability to go in and program, but also we can just send a quick chat or a quick text to Front Desk and our account manager is super on top of everything. And we'll make sure that everything's operating the way it's supposed to be. Yeah, absolutely. We would absolutely recommend Front Desk. It's made it a lot easier. Now, agents, instead of just calling again and again and again until someone picks up, their call is getting answered right away. And at least he can start working on their issue or at least they feel like they spoke to somebody rather than just leaving voicemails.
People
Team members in this story
Melissa Walsh
Program Manager
Adrienne Torres
Operations Manager
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