Customer Story

Veterans United Realty is a prominent player in the real estate brokerage industry. Boasting a network of 8,500+ agents across the United States, its mission is to make the dreams of homeownership a reality for the Veteran community.

At the heart of this mission lies a commitment to education, ensuring network agents have the knowledge and expertise to provide specialized support to home buyers.

Wanting to deliver consistent messaging and cultivate a tailored performance support program for its nationwide agents online, Veterans United Realty chose LearnUpon. Now, with an advanced learning platform in its arsenal, the team is delivering streamlined, user-focused training that helps its agents sell more effectively and drives its business forward.

The challenge: Manual methods in a network of thousands

The team at Veterans United Realty faced a dilemma: with thousands of agents nationwide, their reliance on manual methods for spreading crucial information throughout their network was inefficient. According to Colin Williams, Audience Marketing Strategist at Veterans United Realty, “Relying on individuals to send messaging and expecting everyone to know the right words to say was unreliable and inconsistent.”

With the business model intricately linked to the performance of its agents, this posed a risk to future growth. Something had to change, so the team embarked on a journey to build a robust performance support program.

At its core would be a learning solution that seamlessly integrated into the technology ecosystem, ensuring a comprehensive and cohesive approach.

The solution: Performance support with a learning platform at the heart

With LearnUpon as a central part of its performance support technology ecosystem, Veterans United Realty now manages and maintains consistency in training across 8,500+ agents.

No longer limited by one-to-one messaging, network agents now have easy access to a comprehensive suite of specialized courses to equip them to provide the best possible service to Veteran clients, along with a robust performance development program.

For the team at Veterans United Realty, they can continue to monitor and drive performance by delegating learning to ~50 network development coaches, who are each responsible and accountable for the performance of around 200 agents.

The specialized performance support available to network agents ensures Veterans United Realty maintains a standard of excellence, achieving a 4.8 out of 5 avg. rating across 70,900+ total customer reviews to date.

User-focused, integrated technology

Recognizing that agents come from various backgrounds and skill levels, the focus is making access to learning as simple as possible, so it’s quick and easy for them to get started, and to receive ongoing support.

When a network agent signs up, an account is created in LearnUpon automatically, initiated by filling out a specific field in the CRM so agents have immediate access to the learning platform.

Other fields are passed over from the CRM to their user profile in LearnUpon to ensure each agent is assigned and has access to relevant content and resources based on their specific role, tenure, or other relevant criteria.

To ensure a frictionless experience for agents, LearnUpon is integrated into the AgentDash mobile app, which is network agents’ one-stop-shop for managing clients, receiving new referrals, and more. They enjoy automatic login via Okta Single Sign-On. Plus, with the user interface branded as ‘Network Academy’, it’s like an extension of Veterans United Realty and agents don’t even know they are on a third-party platform.

A place to host and create specialized, custom content

To ensure network agents can excel in serving Veteran clients while also benefiting from a robust performance development program, Veterans United Realty has created a comprehensive suite of courses.

General professional development content from third parties created in Articulate 360 is easily integrated with programs in LearnUpon via upload of SCORM/xAPI packages, while the team harnesses the expertise of subject matter experts who intimately understand the unique nuances of representing Veterans to create custom content within LearnUpon.

Personalized coaching and support, linked to performance outcomes

Assigning learning is managed by ~50 network development coaches at Veterans United Realty, who are each accountable for the performance of around 200 Agents. To ensure personalized coaching and support in LearnUpon is friction-free, information about the agent’s assigned coach is automatically passed from the CRM to the LMS.

Assigned as ‘Manager’ user types in the LMS, coaches are responsible for monitoring agent performance, enrolling agents in their group in additional coaching courses as needed, and even recommending courses in LearnUpon through Intercom support when an agent reaches out.

This one-to-one attention ensures that agents are guided effectively, leading to improved performance.

Up Next: Connecting training data to business results

Using advanced platform data provided by LearnUpon’s centralized tracking dashboards, the teams at Veterans United Realty and LearnUpon are working together to identify global trends and measure results. Already having met or exceeded several KPIs related to user engagement and training completions months ahead of time, the team has their sights on connecting the success of their learning program to organizational goals in a real and measurable way.