Home / Customer Stories / Shilo Storey Team
From an hour and a half to ten minutes on a bad day.
How the Director of Office Excellence for a 10+ agent team across two brokerages rebuilt contract intake around Ava, and why she talked her team into staying through a full product migration.
The Team
Brittni Stewart runs operations for the Shilo Storey Team, a group of more than ten agents working under two different brokerages, RE/MAX and Real Broker. Her title is Director of Office Excellence. In practice that means transaction management, marketing, agent training, and the long list of small things that keep a team of that size from tripping over itself. She works remotely, alongside one other administrator who covers the Real Broker side while Brittni leans into the RE/MAX side.
She has been with the team for six years, since it was two people. She has watched it grow to ten, and she has been the one choosing and running the systems the whole way.
“Transaction management is kind of the core of what I do. Making sure it runs smoothly through the many different programs and systems we have, and that all the agents are trained on it, can use it on the go. It's working for them. It's benefiting them.”
Before ListedKit
Spreadsheets, then all the big names, and always something.
The early version of the job was spreadsheets. Excel first, then Google Sheets, neither of which did anything a calendar could not.
“They weren't doing anything dynamic as far as reminder systems,” Brittni said. “If you weren't logging in and opening every Excel document, you had no idea what you were missing that day.”
At the time the team was running roughly 70 to 115 transactions a year, averaging around a hundred, most of it riding on one lead agent's calendar and a stack of spreadsheets. So they went looking. And they kept looking.
“We went with a lot, all the big names. We paid a lot of money. I mean, Follow Up Boss, Sisu, Sierra off the top of my head. Some of the big names, we gave a solid shot.”
Each one lasted six months to a year, and the pattern was always the same. “It was always something. There was a lack of customization, lack of support. We'd wait forever for issues to be fixed. Or they'd launch features that made it harder for us.”
That last one stung the most. Her team had spent years building processes they believed in, tuned and re-tuned until they fit. What they needed from software was not new ideas. It was cooperation.
“Our team has always looked for a software that would allow us to come in and go, this is how we want it done. Just make sure we're doing it that way.”
Features nobody asked for were not neutral. They were a tax. Every redesign meant retraining ten agents on something that had been working fine.
Staying through the rebuild
She had every reason to walk. She did the opposite.
By the time ListedKit announced that Classic was sunsetting and a new product was coming, Brittni had every reason to walk. The team's Classic setup was tuned. The task lists were customized. Their client database ran into the thousands, and their touchpoint lists extend out to 2029. Migrating that is not a small ask.
“It was the first time in my career that I dug my heels in and I said that these guys have made our lives great until now. We're going to stick with it. It's going to be worth it. And yeah, I championed that. They fully bought into it.”
The migration itself turned out to be smaller than the fear of it. She had ChatGPT assemble a Google Sheet of the task lists she needed, imported it, and Ava built it from there. A member of the ListedKit team worked with her daily for about a month, clearing every glitch she surfaced while she pushed a high volume of transactions through in a short window. “It was a great learning opportunity on both sides.”
What followed was the part she had been waiting six years for.
“From that moment it's been nothing but launched features that helped us. It kept it easy to stay along for the ride despite the learning curve. Then it was like the templates for the emails that saves a ridiculous amount of time. And now it's e-sign. It's just always been something that the team's excited about, and it helps somebody's job every time. Gets easier.”
Rolling it out to ten agents
A few Loom videos, and the system did the rest.
Brittni was moving two groups at once: agents coming off Classic and agents coming off Dotloop. Ages ranged from early twenties to fifties. Personalities ranged, as she put it, from people who dive in to people who dig in. She recorded a short set of Loom walkthroughs and let the system do the rest.
“The learning curve was by a long shot the easiest program we've ever taught on. We faced very little issues. The questions remained to be really basic. Any questions we have now, it's around the process, never about the system.”
Her pitch to the hesitant ones was not a demo. It was patience. “If you're uncomfortable with the chat, don't start there. But when you get there you're going to love it. Give it a chance. Use it for something small.” They did, and they came back with their own success stories.
One detail she is quietly proud of: every task inside a transaction is labeled “Admin:” or “Agent:”. It looks like a small formatting choice. It is a deliberate piece of change management.
“This was done very intentionally and mindfully. There's no panic of I have 62 things due in the next two days, because they can see that, oh no, admin actually does almost everything and this is all I have to do.”
Agents who are out showing property text Ava directly rather than opening a laptop. Agents who prefer the dashboard live in the dashboard. Both work.
What changed
From seven redundant places to one drag and drop.
“The whole process probably went from, let's be brutally honest about it, an hour and a half with giant room for error, to 10 minutes on a bad day with a really customized transaction.”
The Results
Contract intake, from an hour and a half with room for error to ten minutes on a bad day
10+ agents
Across two brokerages, supported by the same two administrators
Out to 2029
Client touchpoint lists Ava keeps running long after closing
The number Brittni comes back to is contract intake. Before, a new contract meant opening the Google Calendar, opening the spreadsheet, and hand typing the same details into seven redundant places. “A contract would come in and it was this big like knot in your stomach.” Now the leadership and administrative team drag the contract into Ava, choose the side of the deal, and review what it pulls.
The savings do not stop at intake. Amendments used to mean going back through every one of those places by hand. “Every amendment that changes something, hey Ava, fix all these deadlines, fix all these tasks, as opposed to hey human, don't screw up, go back to those 17 places and hand type.”
Then there is the category of thing that used to get missed entirely. “Having another brain read through and tell you that there's actually a condition due on page 17 at the bottom that you didn't see because it's in gray. That is extremely helpful.”
She is direct about what that used to cost. “Everything from a typo to actually not making a buyer's deposit on time and potentially losing a deal. All the little stuff used to get missed. It used to be putting out little fires all day, like, oh, if we remembered that two days before.”
What is different now is that a mistake only has to happen once. “Two years ago when that mistake happened, we adjusted the task list and now Ava reminds us. It's not a problem anymore.”
Her favorite feature
Visibility she could never get cheaply anywhere else.
Managing more than ten agents remotely, Brittni wanted visibility she had never been able to get cheaply anywhere else.
“I am obsessed with the team dashboard and how you can filter and what you can see. Particularly I have a particular favorite screen where you can see the completed tasks across all time, across all users.”
She has a screenshot of it saved. She is a few thousand completed tasks ahead of everyone else on the team and does not appear to be letting anyone forget it. It also makes the accountability conversation a two second thing instead of a research project.
“It helps us have the cute little conversations like, hey, I can see, I'm creepy, that you haven't logged in in four days and you need to. On every other system I've been on, it is not that simple. You go digging for that information.”
Beyond the transaction
Task lists that run to 2029.
The part Brittni did not expect is how far past closing the system now reaches. Her team's task lists run to 2029. Agents hand write cards every Friday, and Ava tells them who is due and what to write about. It reminds them to warn a client that the photographer is coming tomorrow so nobody is surprised by a stranger at the door.
“It keeps the team consistent, the methods congruent, it keeps everybody on point. And from the client side they have no idea that there's a cute little robot in the background reminding these guys to do it. They feel seen and thought about. That's the point.”
That is the trade she keeps describing. The time Ava gives back does not disappear into more admin. It goes to the next system worth evaluating, or to putting the personal touch on an email she no longer has to draft from scratch.
“It's hard not to just say efficient. Or a mastermind if you want something more creative. She's not perfect, she has days, but I have those days too and I forgive her for those days. But yeah, she's very helpful. She is my favorite.”
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Questions
How does a real estate team cut contract intake from 90 minutes to 10?
Does ListedKit work for a team split across two brokerages?
How hard is it to train a team of ten agents on ListedKit?
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