success story

success story

NAI branch voted best in local market says customer service, technology set them apart

“We did a lot of research, and Rethink was the product that had exactly what we were looking for."

Company snapshot

Success story snapshot


Rapid growth is the goal of most commercial real estate brokerages and having clients seek you out is the gold standard—it’s also reality for NAI Glickman Kovago & Jacobs in Worcester, Massachusetts.

“More and more people are calling us saying, ‘We want you to represent us,’” said Susan Rich, executive administrator and marketing/graphics manager at NAI Glickman Kovago & Jacobs. Susan partially credits ads, signage, and recognition as the Worcester Business Journal’s Best Commercial Real Estate Company, Brokerage, but says “doing it all” for customers is what grew them into one of the largest brokerages in central Massachusetts.

“Our company is not an ordinary commercial real estate company. We offer our clients real estate brokerage, construction, and property management services,” Susan said. “Being able to offer all three is one of the things that sets us apart from the competition.”

Because the brokerage is focused on meeting customers’ expansive needs, they make sure teams have the tools they need to put clients first. That includes Rethink CRM—Buildout’s CRM platform purpose-built for CRE. 

“Rethink allows our brokers to better serve their clients. It allows them to keep all their notes and property/client information together in one place,” Susan said. “It also allows the company leadership the ability to track the status of each listing or deal.”

Susan and the team of a dozen brokers value Rethink CRM because it helps them

  • Link contacts to companies and properties
  • Take notes or make calculations in the field from the mobile app
  • Import data from various spreadsheets, mobile devices and files
  • Eliminate manual and duplicate work, especially when sending mail or email to a large group

The system is also highly configurable, so Susan set it up to follow the brokerage’s existing workflows.

“Before we rolled Rethink out to everyone in the office, I was able to go through and customize items to best suit our management and staff,” Susan said. “It’s become a big part of our recruiting tool, showing that we’re up-to-date with our technology. It’s also going to be a tremendous help with our end-of-the-year reporting.”

As a member of NAI, the brokerage has to report key statistics at the end of each year—which used to be a difficult task.

“Now, rather than spending hours going through every single transaction’s physical file to obtain statistical information, I can go to Rethink and pull the information in a quick report.”

And should Susan ever have difficulty finding the information she needs, she knows a dependable support team is ready to help. 

“Their answers have been quick and correct, and they even provide pictures of how to do things, too.” Susan said. “But the software itself is also so very easy to use, and our team of brokers are discovering that. I have one broker who said, ‘Can I do this?’ I said, ‘Sure you can. Try it,’ and she did. She was pleasantly surprised at the ease of use and adaptability.”

Rethink CRM is a big improvement from the “clunky” platform they used three years ago.

“We did a lot of research, and Rethink was the product that had exactly what we were looking for,” Susan said. “Now, after having a lot of time to test it, I can confirm what I thought then—Rethink is a jewel to work with.”


Get in touch with our team to find out if Rethink CRM is right for you.

Back to top
Request a demo