The future of MLS technology with Jeremy Crawford

FAQ about this episode.

• What is the partnership between FirstMLS and Lone Wolf?

  FirstMLS has partnered with Lone Wolf to bring Transaction Desk and Transact to FMLS members. Transaction Desk provides end-to-end transaction management capabilities that help agents and brokers navigate deals from listing through closing. Transact offers compliance-focused forms management and workflow tools designed specifically for real estate transactions. This partnership gives FMLS members access to integrated transaction management solutions within their existing technology ecosystem. Rather than requiring wholesale platform replacement, the partnership focuses on adding capabilities that enhance efficiency while working alongside tools members already use. This approach aligns with Jeremy's philosophy of choosing best-in-class solutions and making them interoperable with existing systems.

  
  

• How will artificial intelligence impact real estate agents?

  According to Jeremy, AI will enhance agent capabilities rather than replace real estate professionals. He describes AI as infusing agents with additional power when working with buyers and sellers. This means automated market insights, predictive analytics about property values and market trends, intelligent workflow suggestions, and data-driven guidance that helps agents provide better advice. The human elements that clients value remain irreplaceable: relationship building, emotional support during stressful transactions, negotiation expertise, local market knowledge, and ethical guidance through complex decisions. AI tools make agents more effective at these human-centered activities by handling data analysis and routine tasks, freeing professionals to focus on elements that require judgment, empathy, and interpersonal skills.

• Why does Jeremy emphasize interoperability in real estate technology?

  Jeremy compares interoperability to Bluetooth connectivity in consumer devices. Just as your phone seamlessly connects with your car, speakers, and other devices, real estate tools should seamlessly share data and trigger workflows across platforms. The real estate technology ecosystem includes dozens of systems: MLSs, transaction management platforms, CRMs, marketing tools, accounting software, and more. When these systems don't communicate effectively, agents and brokers waste enormous time on redundant data entry and manual workarounds. Interoperability creates efficiency by allowing data to flow between systems automatically, reducing errors and administrative burden. MLSs that prioritize interoperability deliver more value to members than those offering feature-rich but isolated systems.

• What does Jeremy mean by consumer transparency and why does he support it?

  Consumer transparency means providing public access to comprehensive real estate data including listings, market trends, and transaction information. Jeremy champions this approach because informed consumers need professional guidance more than uninformed ones. When consumers have access to data, they discover complexity rather than finding simple answers. This complexity increases demand for professionals who can interpret information, explain nuance, and guide decision-making. The counterintuitive reality is that transparency strengthens professional value rather than threatening it, assuming professionals deliver genuine expertise and service that data alone cannot provide. FirstMLS believes in making data widely available because educated consumers create healthier markets and appreciate professional guidance more deeply.

• How does FirstMLS achieve 95% customer satisfaction while handling 80,000+ support inquiries annually?

  This achievement reflects deliberate investment in support infrastructure including comprehensive training programs, responsive help desk systems, clear communication channels, and sufficient staffing to address member needs quickly. Jeremy understands that technology only creates value when members can use it effectively. Support systems bridge the gap between tool capabilities and member adoption. When members know they can get help quickly when encountering challenges, they're more willing to try new features and adopt new platforms. The volume of inquiries indicates active engagement with FMLS systems, while the satisfaction rating shows that members receive helpful responses. Organizations evaluating their own technology initiatives should recognize that support quality matters as much as product features for determining adoption success.

• What is the current value proposition of MLSs in the post-settlement environment?

  According to Jeremy, the evolved MLS value proposition centers on helping brokers and agents transact real estate as efficiently as possible. This includes providing transaction management tools, training and education, market data and analytics, integration capabilities connecting broader technology ecosystems, and support services that help members navigate complexity. While regulatory changes eliminated some traditional MLS functions like mandatory compensation display, these changes also create space for MLSs to focus on core value delivery. The MLSs that thrive will be those continuously improving efficiency for members rather than defending traditional structures. Success means asking daily whether you're helping members serve clients better today than yesterday.

• What training strategies work for introducing new technology to large member bases?

  Based on FMLS experience, effective training strategies include multiple learning formats (in-person workshops, webinars, video tutorials, written documentation), role-specific training that addresses different user needs, ongoing education beyond initial rollout, responsive support systems for troubleshooting, clear communication about why changes benefit members, and patience recognizing that adoption happens gradually across diverse user groups. Technology introductions fail when organizations provide minimal training, assume intuitive interfaces need no explanation, or abandon education efforts after initial launch. Successful adoption requires sustained commitment to member education and support, recognizing that training is ongoing rather than a one-time event.

• Who is Jeremy Crawford and what makes his perspective valuable?

  Jeremy Crawford is President and CEO of FirstMLS, one of the largest MLSs in the United States, serving Georgia's real estate professionals. He is recognized as one of the most innovative thinkers in MLS strategy, leadership, and technology. Under his leadership, FMLS maintains exceptional member satisfaction while processing enormous support volumes, demonstrating both strategic vision and operational excellence. His perspective is valuable because he combines forward-thinking technology vision with practical wisdom about implementation at scale. He navigates industry disruption by maintaining focus on fundamental mission rather than chasing trends or reacting defensively. His insights help other MLSs, brokers, and technology providers understand how to serve real estate professionals effectively during periods of significant change.

• What are the key takeaways from this episode?

  This episode delivers several crucial insights:

  • Mission clarity guides strategic decisions during periods of industry disruption
  • AI will enhance professional capabilities rather than replacing real estate agents
  • Interoperability is essential infrastructure, not optional convenience
  • Consumer transparency strengthens rather than threatens professional value
  • Support infrastructure determines whether technology adoption succeeds
  • The evolved MLS value proposition focuses on transaction efficiency for members