supra customer session · android 52.6% 52.8% 0.2% apple 41.8% 41.7% -0.1% microsoft 3.4% 3.5% 0.1%...
TRANSCRIPT
Supra Customer Session Mid-year 2015
Slide 2
Customer Sessions
Nov 2013 Jan 2014 # change % change
ActiveKEYS 2072 1675 -397 -19%
eKEYS 356 938 +582 163%
Total Keys 2428 2613 +185 +8%
“Our eKEY incentive program decreased ActiveKEY usage and increased overall system usage.”
eKEY Upgrades: Case Study
Anne Marie Matteo,
Chief Executive Officer
Suburban West REALTORS
Association
Slide 3
Customer Sessions
eKEY Growth: iPhone Keeping an eye on new platforms…
Windows Phone
Annual Share Trends • Android grew 1.5% • Microsoft grew 0.2 % • Apple no change • BlackBerry declined 1.3%
eKEY on Windows 8 Mobile targeted for late 2015
Share (%) of Smartphone Subscribers
Nov-14 Feb-15Point
Change
Total Smartphone Subscribers 100.00% 100.00% N/A
Android 52.6% 52.8% 0.2%
Apple 41.8% 41.7% -0.1%
Microsoft 3.4% 3.5% 0.1%
Blackberry 2.0% 1.8% -0.2%
Symbian 0.1% 0.1% 0.0%
Top Smartphone Platforms
3 Month Average Ending Nov. 2014 vs. Average Ending Feb. 2015
Total U.S. Smartphone Subscribers Age 13+
Source: comScore MobiLens
Investigating
Apple watch
Slide 4
Customer Sessions
Keeping up with Phones and Tablets Phone OS
Samsung Galaxy S5 4.4.2
LG Nexus 5 4.4
Samsung Galaxy Note 3 4.3
Nexus 7 Tablet 4.3
Nexus 7 4.3
Samsung Note II 4.3
Samsung Galaxy Mega 4.2.2
Samsung Galaxy S4 4.2.2
Motorola ATRIX HD 4.1.1
Motorola Droid Razr 4.1.2
Samsung Galaxy S2 4.1.2
Samsung Galaxy S3 4.1.1
Motorola Xoom Tablet 4.1.2
Acer Tablet 4.0.3
HTC One X 4.0.3
HTC One X 4.0.4
HTC Sense 4.0.4
HTC Thunderbolt 4.0.4
LG Intuition 4.0.4
LG Optimus 4.0.3
Motorola ATRIX 2 4.0.4
Motorola Droid RAZR 4.0.4
Samsung Galaxy S2 4.0.4
Samsung Galaxy S3 4.0.4
Samsung Nexus S 4.0.4
Samsung Nexus S 4.0.4
Samsung Galaxy S2 4.0.4
HTC Evo 3D 4.0.3
HTC Aria 2.1
HTC Eris 2.1
HTC EVO 4G 2.3.5
HTC EVO Shift 4G 2.3.4
HTC Hero 2.1
HTC Incredible 2 2.3.4
HTC Nexus one 2.3.4
HTC Thunderbolt 2.3.4
HTC Wildfire 2.2.1
LG Enlighten 2.3.4
LG Optimus 2.2.2
LG Revolution 2.2.2
LG Thrill 2.2.2
LG Vortex 2.2.2
Motorola Bionic 2.3.4
Motorola DroidX 2.3.4
Motorola Droid2 2.2
Motorola Razr 2.3.5
Motorola Xoom Tablet 3.2.1
Samsung Charge 2.3.6
Samsung Galaxy Note1 2.3.6
Samsung Galaxy S 2.3.6
Samsung Galaxy S1 2.3.5
Samsung Galaxy S2 2.3.5
Samsung Galaxy Tablet 2.2
Samsung i5500 2.1
Samsung Intercept 2.2.2
Samsung Moment 2.1
Samsung Nexus S 2.3.6
Sony Xperia 2.1
HTC Innovation 2.1
HTC Desire HD 2.3.3
Samsung Galaxy S 2.3.5
iPad 1, 2 and Mini 5.1.1
iPhone 3GS 6.1.3
iPhone 4 6.1.3
iPhone 4S 6.1.3
iPhone 4 7.0.3
iPhone 4S 7.0.3
iPhone 5 7.0.2
iPhone 5C 7.0.2
iPhone 5S 7.0.3
iPhone 6 8.0.2
iPhone 6 Plus 8.0.2
iPad (3, 4, Air and Mini 2) 7.1
BB Curve 8900 5
BB Bold 6
BB Curve 9360 7
Currently
Testing
over 300
devices Green
highlight
indicates BT
Classic only
Slide 5
Customer Sessions
Real-Time Showings ActiveKEY versus eKEY
% AKEY % AKEY
Showings
% eKEY % eKEY
Showings
Association in
California 70% 65% 30% 35%
MLS in Nevada 41% 37% 59% 63%
Association in
Ohio 77% 71% 23% 29%
MLS in Georgia 54% 48% 46% 52%
Association in
Virginia 66% 58% 34% 42%
Many members still opt for non-smart phone with Bluetooth boxes. Only Supra delivers all showings in Real-Time.
Slide 6
Customer Sessions
2014 Customer Satisfaction Survey Results
6
5.3 5.3
5.5 5.5 5.6
4.7
5.2
5.6 5.5
5.8
5.3
5.5
5.1
5.3
3.5
4
4.5
5
5.5
6
6.5
7
On-Time Delivery Quality WorkingRelationship
Responsivenessto Problems
Customer Serviceand Support
Training Billing
2013-2014 Comparison
2013
2014
2013 Overall Score: 5.4
2014 Overall Score: 5.5
Slide 7
Customer Sessions
Survey Results — Summary of Comments
7
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
0
2
4
6
8
10
12
14
16
COUNT Cumulative %
Support and Manufacturing
Slide 9
Customer Sessions
We have prioritized calls for paid
keyholders and have seen a 70%
reduction in technical support hold
times from April to June
Slide 10
Customer Sessions
Update
Slide 11
Customer Sessions
Slide 12
Customer Sessions
1. Billing: Make a payment
2. Billing: Update credit card information
3. eKEY: Get authorization code
4. Billing: Balance inquiry
5. eKEY: Pairing eKEY and Fob
Top Five Call Center Calls
Slide 13
Customer Sessions
• On-time performance:
– On average, 94% of orders shipping on-time
(five business days)
– iBox BT 100% shipped on-time
– Refurbished iBoxes
• 98% shipped on-time
– ActiveKEY 90% shipped on-time
Manufacturing
New releases and updates
New Supra Security System
Slide 15
Customer Sessions
• New Training for System Admins
- Supra Master Users Forum o 2-day training event designed
specifically for system administrators
o Learn shortcuts, tips, tricks and priority enhancements
o Upcoming Forums: July 29 – 30; October 21 - 22
- Quarterly Webinars
• Supra eKEY Fob Q&A
Customer Focused Improvements
Slide 16
Customer Sessions
Maintenance Release
• iBox BT faster communication
• Enhanced security
• Loss of older devices (Palm OS,
iOS less than 5.1.1)
New Releases
eKEY for iOS 8 and iPhone 6
• Now compatible
SSO Integration
• Clareity SAML integration using SAML proxy
Slide 17
Customer Sessions
SupraNET Quick Keybox Assignment Enhancement
- Added shackle code and CBS code programming
New Release
Slide 18
Customer Sessions
SupraNET Client
- Replaces ActiveX for improved reliability
- Compatibility - OS: Windows 7, 8 and 8.1
- Browser: IE 8, 9, 10 and 11
Future Release
Ver. 2
Slide 19
Customer Sessions
XpressKEY
Sleek design in a compact size
High quality, backlit touchscreen
Automatic updating via cellular radio
Real-time showing information
Remote deactivate / authorize
Brighter flashlight
Haptic/tactile feedback
Fast infrared keybox communication
User replaceable battery
Battery charges via USB
Slide 20
Customer Sessions
Key Exterior
Battery cover is
the entire back
On / Off Button
Slide 21
Customer Sessions
Power Up/Down - Standby
Press and hold
to power down
Key automatically goes into
standby mode
Can turn key completely off
Slide 22
Customer Sessions
Home
Obtain Key
Release Shackle
Flashlight
More
Slide 23
Customer Sessions
GPS Functionality
• GPS coordinates will be used to assist with:
o End of Showing Notification
o Lockbox assignment
o XpressKEY location assistance
• Will collect GPS location on “Obtain Key” and
“Release Shackle”
• GPS can take 10 to 40 seconds to obtain fix,
depending on line of site to satellites
Slide 24
Customer Sessions
Obtain Key
Tracking
information +
GPS data
sent to Supra
Slide 25
Customer Sessions
More
Slide 26
Customer Sessions
Preferences
• Vibrate (haptic) for button
pushes, success, failure, etc.
• Display numbers (On) or
solid ovals (Off)
• Ability to change PIN from
XpressKEY
• English / French / Spanish
Slide 27
Customer Sessions
Battery Charging • Use provided cable and power adapter
• OR any standard micro-USB charging device such as a
car charger, wall charger, or computer
Charger plugs into bottom
Slide 28
Customer Sessions
Low Battery Indicators
25% battery 15% battery
• When the battery level reaches 5% the XpressKEY shuts down
• A 10-minute charge will provide enough battery to open the key
container
• A full charge using the wall adapter takes < 3 hours
(longer on a computer)
Slide 29
Customer Sessions
Two new uses for real-time data with eKEY and XpressKEY
Coming soon….
• End-of-showing notification
• Keybox auto-assign using GPS
Slide 30
Customer Sessions
End of Showing Notification Advise up to 5 people the showing has ended
Send text/email
end of showing
notifications to
the listing agent
and their
assistant, the
home owners,
etc.
Slide 31
Customer Sessions
Keybox Auto-assign Using GPS
MLS Data
or Capture GPS
coordinates when
shackle is released
• Selecting “Adding on a new listing”
upon shackle release and an address
match is found in the MLS data, the
listing assignment is made.
• An email is sent to the listing agent
informing them of the assignment.
Slide 32
Customer Sessions
On the Supra Roadmap… Showing App provides real-time showing information at your fingertips
Slide 33
Customer Sessions
Bria Jones, ABR, CRE
2528555852 North Treal Association of Realtors
Notreal Realty, LLC
North
Treal
Assoc.
On the Supra Roadmap… Agent ID: Member in good standing
Slide 34
Customer Sessions
Bria Jones, ABR, CRE
2528555852
Notreal Realty, LLC North Treal Association of Realtors
North
Treal
Assoc.
On the Supra Roadmap… Agent ID: Member not in good standing
Slide 35
Customer Sessions
Thank you!
We appreciate the opportunity to serve you and your membership!