customer session - supra real estate · 2018-11-13 · technical support 9 2017 training &...
TRANSCRIPT
©2018 United Technologies CorporationCustomer Sessions
1
Opening doors to a
higher level of service
Customer SessionNAR Annual 2018
©2018 United Technologies Corporation. All rights reserved. Supra is a part of UTC
Climate, Controls & Security, a unit of United Technologies Corporation. Other brand
and product names are or may be the trademarks of, and are used to identify
products or services of, their respective owners.
©2018 United Technologies CorporationCustomer Sessions
2
Agenda
• Department Updates
• eKEY Refresh
• New Supra Home Tour App
• Upcoming Releases & Projects
2
Welcome
NAR Team
4
General Manager
Casey
Fale
Patti
Delano
Marketing ManagerProduct Mgnt Mgr
Teri
Briskey
4
Software Engineering
Jayanthi
Alphones
Tier 2 Manager
Jan
Phillips
Customer Svc Sup
Tracee
Harms
Real Estate Marketing
Traci
Anderson
Product Management
Call Center Manager
Corwin
PetersenMichelle
Campanella
Customer Svc Ldr
Trade Shows/Events
Jodi
Crosby
Product Manager
Tasha
Larson
Legal
Janet
Kush
Supra Sales Team
55
J. Lush
Real Estate
Sales Leader
Karen
Jackson
Michigan
Iowa
Kentucky
Maryland
New Jersey
Ohio
Pennsylvania
West Virginia
Kory
Epperson
Alaska
Idaho
Kansas
Montana
New Mexico
North Dakota
South Dakota
Tennessee
Wyoming
Tom
Hill, Manager
Delaware
Minnesota
Virginia
Virgin Islands
Kevin
Smith
Alabama
Arkansas
Georgia
Louisiana
Mississippi
Nebraska
North Carolina
South Carolina
Doug
Beals
Hawaii
Connecticut
Florida
Maine
Massachusetts
Nevada
New Hampshire
Oregon
Rhode Island
Vermont
Washington
Wisconsin
Bill
Love
California
Colorado
John
Fancy
Canada
Matt
Maire
Illinois
New York
Oklahoma
Texas
140+ combined years of service to the industry!
©2018 United Technologies CorporationCustomer Sessions
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• On average, 99% of orders
shipped on time (5 business days)
• iBox BT LE 99% shipped on time
(15 days lead time during summer
shortage)
• Refurbished iBoxes 99% shipped
on time
• ActiveKEY 98% shipped on time
• XpressKEY 98% shipped on time
Manufacturing Performance
On-time delivery of orders
©2018 United Technologies CorporationCustomer Sessions
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System Outages
0
2
4
6
8
10
12
14O
ct-
16
No
v-1
6
De
c-1
6
Jan-1
7
Feb
-17
Ma
r-1
7
Apr-
17
Ma
y-1
7
Jun-1
7
Jul-1
7
Aug-1
7
Sep-1
7
Oct-
17
No
v-1
7
De
c-1
7
Jan-1
8
Feb
-18
Ma
r-1
8
Apr-
18
Ma
y-1
8
Jun-1
8
Jul-1
8
Aug-1
8
Sep-1
8
Oct-
18
Ho
urs
SupraNET
SupraWEB
SupraNET/SupraWEB Sync
eKEY
Key Sync
KIM Voice
CMA/Oracle
7
Supra Tech Support
8
Customer Liaison Team
Ben McCready
Senior
Geoff Vogel
Lead
Kaye
Coolbaugh
Jim West
Senior
Casey Elmore Gina Myrick
SeniorCarri Reed
Senior
Ernie Sawyer
Lead
Colin Hergert
Senior
Corwin Peterson
Manager
Lenore Cruz James Isabell Michael
McCauley
Vanessa
McCready
Kaylynn Clark
Supervisor
Rudy Lomeli
Supervisor
Jess Triller
Supervisor
Randy Hacker
Supervisor
Technical Support
9
2017
Training &
Onboarding Process
2018
QA/Business
Challenges
2016
Structure
ASA = 7.94
AHT = 5.16
MFA = 6.2
2019
Next Steps
• Metrics that matter
• Tracking, tools &
process
• Inspect what you Expect
• Training Road map
• Top 5 call review
training
• New onboarding
process
• Revamp QA process
• Align QA with external
customer survey (MFA)
• Monthly Business
Reviews
ASA = 2.50
AHT = 4.35
MFA = 6.3
Goal:
ASA = 2.0
AHT = 4.45
MFA = 6.0
ASA= 4.30
AHT = 4.50
MFA = 6.4
• ASA = Average Speed Answer
• AHT = Average Handle Time
• MFA = Market Feedback Analysis (Customer Satisfaction)
10
• QA Revamp Process
• Review Quality Legend
• Set expectations with Reps
• Calibration process leadership and reps
• Make changes to Legend if needed
• How does it align with our customer
5.8
6.1
6.4
6.6 6.6
6.0
6.2
6.46.5
6.6
6.16.2
6.46.5
6.7
5.6
5.8
6
6.2
6.4
6.6
6.8
7
Ease of access to help Timeliness of problemresolution
Effectiveness ofsolution/information
Technical expertise ofsupport agent
Professionalism/courteousservice
2016 2017 2018
2018
QA/Business
Challenges
Goal: 6.0
12
• Utilize ACE with our new structure and metrics that matter
drive to drive a better customer experience
• Finalize Training Road Map
2019
Next Steps
• System and tools – next steps
• Phone System
• CRM
• Knowledgebase
©2018 United Technologies CorporationCustomer Sessions
13
2019 Training PlansWebinars
February eKEY Pro & Supra Home Tour
March Supra Marketing & Training
Resources
April Broker Office Training
May Supra Billing
June Top 3 Billing Calls
July eKEY Pro & Supra Home Tour
August Top 3 Support Calls
September SupraWEB
October System Admin Best Practices
November ActiveKEY / XpressKEY
Troubleshooting
13
• Supra Master Users Training
– March 13-14 & July 17-18
• Supra System Regional Trainings
– 3 sessions / dates & locations TBD
* New monthly webinar on SupraNET
Supra System Updates
©2018 United Technologies CorporationCustomer Sessions
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15
XpressKEY Customers Over 43,000 XpressKEYs in use
©2018 United Technologies CorporationCustomer Sessions
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16
GPS Benefits in Supra keys
Keybox #: 3001594
MLS #: 1601811
Address: 215 Elm St
GPS coordinates are captured with eKEY and
XpressKEY and assist with:
• End of showing notification
• Auto assignment of keyboxes on shackle release
• XpressKEY’s last known location
16
©2018 United Technologies CorporationCustomer Sessions
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DisplayKEY modem cradle end of life – Q2 2019
• DisplayKEY Modem Cradle will be
discontinued May 2019
• DisplayKEY USB Cradle will be shipped
to orgs ordering cradles
eKEY Refresh
2000
The Evolution of the eKEY App
19
2018
©2018 United Technologies CorporationCustomer Sessions
20
Apple Watch® Compatibility
Convenient keybox access
• Open a keybox
• Respond to the end of showing prompt
• Send an eKEY alert
Minimum requirements Apple Watch OS 3
Agent Alerts
• Quickly and easily send an alert
email or text to 3 people identified
by agent along with a link to a
map of the key’s location
21
One-Day PIN and Biometrics
Increase speed and convenience of keybox opens
• Use phone’s built in biometric feature
• Once a day PIN saves time
• Enter PIN once a day in phone – no need to enter it in
Apple Watch for the day
22
Showing Data• Expanded showing information
• Start and End of showing
• Showing Feedback
• New for eKEY Basic!
23
Data at the Door
Become an instant expert on a
property
• Listing data and photo display on
keybox open
• Listing agents provide remote notes
• Last minute instructions and
notifications
• Focus on clients – be professional
and knowledgeable
• No need to print and carry listing
data sheets
24
25
Authorization Code Improvements
• Short authorization
code: 10-digit
alphanumeric
• Easy to enter —
click link in mobile
device to auto
populate
25
Several new features that improve productivity
plus a new modern look:
• Agent alerts
• Integrated data at the door
• Apple Watch compatibility
• Biometrics and daily PIN
• Showing detail reports
• Authorization code improvements
• Faster obtain key/shackle release (Android)
• Agent can self-upgrade to eKEY Pro (keyholder lease)Minimum System Requirements: iOS 10 and Android 5
*Older devices will not receive the latest enhancements
Summary of eKEY Enhancements
26
Summary of eKEY Professional Updates
Create stronger buyer relationships
• New buyer roster
• Integrated, updated listing data
• Last minute remote showing notes
• Connect with buyers by inviting them to new
Supra® Home Tour app
27
Supra Home Tour
Supra® Home Tour
29
• Strengthen the agent-client relationship
• Exclusive to eKEY Professional users
• Integrated home tracking and rating
Supra® Home Tour — for Buyers
30
• Empower buyers with a fun and easy way
to track and rate homes
• Search and track listings, including those
recommended by real estate agent
• Rate rooms and features of the home
Supra® Home Tour — for agents
33
• Capture client feedback during a
showing… And open houses
• Better understand client’s home
buying preferences as they change
• Share feedback with listing agent
Supra Home TourAvailable for demo in the app stores now!
35
Visit booth #929
for a demo!
eKEY Refresh Launch Plan
eKEY App
• Launch scheduled before end of 2018
• App stores will do a “soft rollout”
• Manual download anytime after release
Listing Photos & Supra Home Tour
• May be several weeks after eKEY app launch
• Depends on having an amended agreement, data
definition, and successful publication of the new data for
that organization
36
Resources Available
Training
• Training webinars for orgs
• Recorded webinars for new staff
• How to videos for agents
Documentation
• Quick Start Guides
• User Manual
• Feature-specific overviews
• Product comparisons
37
Upcoming Releases
Upcoming Releases
• Refreshed eKEY and Supra Home Tour
• Q1 2019: Excel Reports
• Q1 2019: USB adaptor for programming base
39
Upcoming Program Enhancements
SupraNET (administration)
• Improve functionality – expand browser compatibility; improve speed
• Address programming base issues
• Improve reports – customizable; enable export to Excel
• Improve workflow – more intuitive; eliminate duplicate steps
• Refresh the look and feel
SupraWEB
• Simplify login
• More intuitive user interface and flow
• Refresh the look and feel
Supra APIs40
©2018 United Technologies CorporationCustomer Sessions
41
Thank you!
We appreciate the opportunity to serve
you and your membership!
Visit us at booth #929 to demo the refreshed eKEY app
and the new Supra Home Tour app
©2018 United Technologies Corporation. All rights reserved. Supra is a part of UTC Climate, Controls & Security, a unit of United Technologies
Corporation. Other brand and product names are or may be the trademarks of, and are used to identify products or services of, their respective owners.