Franchise agencies: one phone and enquiry method for every office

In short

To standardise phone and enquiry handling across a network you need one switchboard with a multi-office IVR, the same assignment rules, tracked lines, MLS integration and comparable numbers by office.
Without a shared method each branch handles phone and enquiries its own way, and clients get a different service depending on who they call.
Standardising doesn't mean centralising: each office keeps its hours, lines and agents, while management sees the whole network.

A franchise or multi-office agency can standardise phone and enquiry handling with five elements: a single cloud switchboard with a multi-office IVR, the same assignment rules, tracked lines by source, integration with the network's MLS and numbers that can be compared across branches.

A network's brand promises clients a certain level of service. But if one office always answers and another lets the phone ring, if one branch calls back in an hour and another the next day, the promise cracks. Standardising the method is one of the most concrete ways to make the brand count in every office.

What happens in a network without a shared method

Different experiences

Clients get a different service depending on which office they call.

Scattered data

Each office uses its own tools, and management has no overall view.

Double entry

Enquiries have to be retyped into the network's MLS, with errors and delays.

The 5 elements of a shared method for every office

One switchboard for the whole network

An IVR auto-attendant guides the client to the right office or department; hours and closures stay configurable office by office.

The same assignment rules

Enquiries go to whoever handles the property or area, with the same reminders in every office. See how to route enquiries between agents.

Tracked lines by source

Each office knows which channel every call comes from, and management compares channel performance across branches.

MLS integration

Contact records and properties sync with the network's system, with no double entry.

Numbers by office

Unworked clients, handling times and production comparable across branches.

Partnerships and integrations: RE/MAX, Century21, SOS Utenze

MyBrokerage AI has dedicated partnerships for networks. For RE/MAX agencies the Advanced Switchboard is integrated with MAXImizer: records created by the switchboard reach the CRM on their own (see the phone system for RE/MAX agencies). For Century21 agencies it syncs with Wired: properties entered in Wired reach the switchboard, ready to link to every call.

There is also the SOS Utenze & Servizi partnership: the Advanced Switchboard with WhatsApp automations, connected to the SOS Utenze & Servizi platform.

For other networks and systems, integration goes through APIs, webhooks and official integrations.

Standardise without taking autonomy from offices

A shared method doesn't mean centralising everything. Each office keeps its own hours, lines, agents and candidates; management sees calls from every office in a single log, has an overview of the network and steps in where the numbers suggest.

Want to see the method applied to your network?

In the demo we set up offices, lines and rules on your network's real case.

Book a demo →

Frequently asked questions

Can each office have different hours?

Yes: with a cloud switchboard hours and closures are configured office by office.

Does management see calls from every office?

Yes, in a single log, with enquiries, appointments and offers by agency, branch and individual agent.

Are there partnerships for my network?

MyBrokerage AI has dedicated partnerships for RE/MAX and Century21 agencies, plus the SOS Utenze & Servizi partnership. For other networks, request a quote from the Contact page.

MyBrokerage editorial team

We write for real estate agency owners and agents, starting from how work gets done on the platform every day.