Results that moved the business
Saved per agent per
transaction on admin tasks
Increase in per-agent
production (first 90 days)
Client satisfaction (up from
7.1 pre-Empower)
Net new agents recruited
citing TC support as
deciding factor
♦ Agent satisfaction with brokerage support rose from 7.1 to 8.8 out of 10 within 60 days of rollout.
THE CHALLENGE
Agents were managing their own transactions, spending hours on paperwork and admin instead of serving clients. The experience varied agent to agent with no consistency.
- Free agents from paperwork so they could focus on clients and commissions
- Deliver a consistent client experience regardless of which agent handled the deal
- Provide centralized support without hiring a full internal TC team
- Compete for top agent recruits who expected back-office support
THE Empower solution
Empower designed and implemented a broker-paid TC model that positioned Empower as the brokerage’s in-house coordination team:
- Broker-Paid TC Structure: Designed a model where Empower serves as the brokerage's in- house TC team with all coordination costs absorbed by the broker.
- Standardized Transaction Workflows: Built a single, consistent transaction workflow across all agents, markets, and deal types.
- Dedicated TC Assignment Per Transaction: Assigned a dedicated Empower TC to each transaction from contract to close.
- Agent Onboarding & Workflow Training: Onboarded all 55 agents to the new system within 45 days.
- Recruiting Messaging & Value Positioning: Helped position the Empower-powered TC model as a brokerage benefit during recruiting.
“We went from every agent doing their own paperwork to having a full TC team behind every deal. Our agents are producing more, our clients are getting a better experience, and we’re recruiting people who previously wouldn’t have looked at us. Empower changed the way we
compete.”
— Broker / Owner, Independent Brokerage
TAKEAWAY FOR BROKERAGES
Agents do not want to do paperwork. They want to sell. When a brokerage absorbs the coordination cost, the admin work moves off the agent and onto a coordinator, and the file gets reviewed on the way through. Across our desk we review on the order of 12,000 transaction files a month, and the broker-paid ones are the files that reach us by default instead of whenever an agent remembers to send them. In this brokerage’s case, that showed up in recruiting conversations. The NAR Member Profile tracks agent experience, income, and production across the membership each year, and back-office support is one of the few levers a brokerage actually controls in that fight. A broker-paid TC model is an operational change with a recruiting consequence.
The mechanics behind the model (who pays, what it covers, and why paying for coordination also produces a reviewed file) are laid out in brokerage-paid transaction coordination.
