supra customer session nar customer update san di… · ekey for ios 9.1 and iphone 6s • now...
TRANSCRIPT
Supra Customer Session Annual 2015
BIS Confidential & Proprietary
Slide 2
Customer Sessions
Agenda
BIS Confidential & Proprietary
• eKEY Update
• Customer Satisfaction Survey Results
• Support & Manufacturing Update
• Customer Focused Improvements
• New and Upcoming Releases
• Future Concepts
• 93% of NAR members
have a smart phone
• iBox BT conversions
average a 300%
increase of eKEY
users
• From 90,000 to
395,874 eKEY
members in 46 mos
• Apple and Android OS
~ 99% of Supra users
eKEY adoption continues to be huge!
90500
143945
208179
293764
395874
90000
140000
190000
240000
290000
340000
390000
440000
eKEY Growth
BIS Confidential & Proprietary
Slide 3
Customer Sessions
Slide 4
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
BIS Confidential & Proprietary
Slide 5
Customer Sessions
Keeping Up With Phones and Tablets
Current Test Suite
Over 300 individual devices in test suite and growing
OS Device OS version
Apple iPhones 6.13 - 9.1
iPods 4.2.1 - 6.1
iPads 5.1.1 - 8.1
Android Phones 2.1 - 5.1.1
Tablets 2.2 - 4.4
BlackBerry Phones 5 - 7
BIS Confidential & Proprietary
Slide 6
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.
BIS Confidential & Proprietary
Slide 7
Customer Sessions
Supra Customer Survey Results
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
5.8 5.7
6.0
5.7 5.8
5.3 5.5
1
2
3
4
5
6
7
On-Time Delivery Quality WorkingRelationship
Responsivenessto Problems
CustomerService and
Support
Training Billing
2013-2015 Comparison
2013
2014
2015
2013 overall score: 5.4
2014 overall score: 5.5
2015 overall score: 5.8
BIS Confidential & Proprietary
Slide 8
Customer Sessions
0
5
10
15
20
25
30
35
40
45
Survey Results — Summary of Comments
BIS Confidential & Proprietary
Support and Manufacturing
BIS Confidential & Proprietary
Slide 10
Customer Sessions
BIS Confidential & Proprietary
90%
95%
100%
105%
110%
115%
120%
125%
-
50
100
150
200
250
300
350
400
450
500Fe
b-1
3
Mar
-13
Ap
r-1
3
May
-13
Jun
-13
Jul-
13
Au
g-1
3
Sep
-13
Oct
-13
No
v-1
3
De
c-1
3
Jan
-14
Feb
-14
Mar
-14
Ap
r-1
4
May
-14
Jun
-14
Jul-
14
Au
g-1
4
Sep
-14
Oct
-14
No
v-1
4
De
c-1
4
Jan
-15
Feb
-15
Mar
-15
Ap
r-1
5
May
-15
Jun
-15
Jul-
15
Au
g-1
5
Sep
-15
Oct
-15
Keyholder Growth to Average Speed of Answer
Keyholder Percent Increase Average Speed of Answer (in seconds) Linear (Average Speed of Answer (in seconds))
Slide 11
Customer Sessions
BIS Confidential & Proprietary
90%
95%
100%
105%
110%
115%
120%
125%
250
260
270
280
290
300
310
320
330
340Fe
b-1
3
Mar
-13
Ap
r-1
3
May
-13
Jun
-13
Jul-
13
Au
g-1
3
Sep
-13
Oct
-13
No
v-1
3
De
c-1
3
Jan
-14
Feb
-14
Mar
-14
Ap
r-1
4
May
-14
Jun
-14
Jul-
14
Au
g-1
4
Sep
-14
Oct
-14
No
v-1
4
De
c-1
4
Jan
-15
Feb
-15
Mar
-15
Ap
r-1
5
May
-15
Jun
-15
Jul-
15
Au
g-1
5
Sep
-15
Oct
-15
Keyholder Percent Increase Average Handle Time Linear (Average Handle Time)
Slide 12
Customer Sessions
20,000
25,000
30,000
35,000
40,000
45,000
50,000
55,000
60,000
65,000
20
70
120
170
220
270
No
v-1
2
De
c-1
2
Jan
-13
Feb
-13
Mar
-13
Ap
r-1
3
May
-13
Jun
-13
Jul-
13
Au
g-1
3
Sep
-13
Oct
-13
No
v-1
3
De
c-1
3
Jan
-14
Feb
-14
Mar
-14
Ap
r-1
4
May
-14
Jun
-14
Jul-
14
Au
g-1
4
Sep
-14
Oct
-14
No
v-1
4
De
c-1
4
Jan
-15
Feb
-15
Mar
-15
Ap
r-1
5
May
-15
Jun
-15
Jul-
15
Au
g-1
5
Sep
-15
Oct
-15
Nov-12
Dec-12
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
Jan-14
Feb-14
Mar-14
Apr-14
May-14
Jun-14
Jul-14
Aug-14
Sep-14
Oct-14
Nov-14
Dec-14
Jan-15
Feb-15
Mar-15
Apr-15
May-15
Jun-15
Jul-15
Aug-15
Sep-15
Oct-15
Calls 38,1733,4547,4944,0750,3956,0452,6752,3155,5560,9457,9756,3945,5039,6653,2648,5958,8959,6562,9252,8753,6951,6956,6359,3648,9847,1949,0842,6750,7952,1653,9355,3156,7452,0453,1754,30
ASA-CL 45 42 48 53 64 61 60 55 44 74 95 102 76 79 78 131 95 112 96 215 186 229 237 199 149 171 176 149 183 130 113 91 108 138 144 176
Call Volume and Customer Liaison Speed of Answer
BIS Confidential & Proprietary
Slide 13
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
BIS Confidential & Proprietary
Slide 14
Customer Sessions
• On-time performance
– On average, 95% of orders shipping on-time
(five business days)
– iBox BT 100% shipped on-time
– Refurbished iBoxes
• 97% shipped on-time
– ActiveKEY 94% shipped on-time
• Holiday shipping schedule
– Closed, no shipments: November 26 & 27
– Shipping hot lines only: December 28 & 31
Manufacturing
BIS Confidential & Proprietary
New releases and updates
Winner Best Costume
BIS Confidential & Proprietary
Slide 16
Customer Sessions
• New Training for Supra Administrators - Supra Master Users (SMU) Certification Training
o 2-day program
o Training, marketing resources and networking
o Upcoming Forums: Feb/March and June/July
- Quarterly Webinars
Customer Focused Improvements
BIS Confidential & Proprietary
SMU Survey Results
Overall Experience 6.83 out of 7
“It was just so amazing and wonderful to fully
understand Supra! Thank you to all who made the
event such a success!”
“Kaye and Cindy, l can’t find the words to express
my heartfelt gratitude for such an amazing event
that taught me so much about Supra. What a
pleasure to be in the company of such an amazing
team!”
Slide 17
Customer Sessions
Maintenance Release
• iBox BT faster communication
• Enhanced security
• Loss of older devices (Palm OS,
iOS less than 5.1.1)
Recent Releases
eKEY for iOS 9.1 and iPhone 6S
• Now compatible
SSO Integration
• Clareity SAML integration using SAML proxy
BIS Confidential & Proprietary
Slide 18
Customer Sessions
SupraNET Client
- Replaces ActiveX for improved reliability
- Compatibility - OS: Windows 7, 8, 8.1 and 10
- Browser: IE 8, 9, 10, 11
Recent Release
Ver. 2
BIS Confidential & Proprietary
Slide 19
Customer Sessions
XpressKEY
Sleek design in a compact size
High quality, backlit touchscreen
Automatic updating via 3G 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
BIS Confidential & Proprietary
Slide 20
Customer Sessions
Key Exterior
Battery cover is
the entire back
On / Off Button
BIS Confidential & Proprietary
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
BIS Confidential & Proprietary
Slide 22
Customer Sessions
Home
Obtain Key
Release Shackle
Flashlight/Alert
More
BIS Confidential & Proprietary
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
BIS Confidential & Proprietary
Slide 24
Customer Sessions
Obtain Key
Tracking
information +
GPS data
sent to Supra
BIS Confidential & Proprietary
Slide 25
Customer Sessions
More
BIS Confidential & Proprietary
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
BIS Confidential & Proprietary
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 BIS Confidential & Proprietary
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) BIS Confidential & Proprietary
Slide 29
Customer Sessions
Keybox Assistant Using GPS
Supra System
or GPS coordinates are
captured when shackle
is released
• If select “Adding on a new listing” as reason for
shackle release and an exact address match is
found in the Supra system, the listing
assignment is made.
• If more than one potential match is found, GPS
coordinates are used to try and find a match.
• If no match is found, the system will continue to
search for a match for 30 days.
• An email is sent to the listing agent notifying
them of the assignment.
BIS Confidential & Proprietary
Note: Organizations must opt into Keybox Assistant to enable this feature.
Coming Soon to eKEY and XpressKEY
Slide 30
Customer Sessions
BIS Confidential & Proprietary
Coming Soon for eKEY and XpressKEY End of Showing Notification
If the end of showing is not detected after an hour, the
showing is assumed to have ended and a message is
sent to the designated recipients.
End of showing is also detected when: • Another key opens the keybox
• Your key opens another keybox
• You tap “yes” when the following message appears on
your phone, “End Showing?”
Slide 31
Customer Sessions
BIS Confidential & Proprietary
Coming Soon for eKEY and XpressKEY End of Showing Notification
How does it work?
• Open keybox
• Capture GPS
coordinates
beginning of showing
notification sent
Set up
geo-fence Geo-fence
is crossed
end of showing
notification sent
Slide 32
Customer Sessions
End of Showing Notification
• Advise up to 5 people the showing has ended
• Set up designated recipients in SupraWEB
BIS Confidential & Proprietary
Note: Organizations must opt into End of Showing Notifications to enable this feature.
Coming Soon for eKEY and XpressKEY
Send text/email
end of showing
notifications to
the listing agent
and their
assistant, home
owners, etc.
Slide 33
Customer Sessions
eKEY Growth: iPhone Keeping an eye on new platforms…
Windows Phone
Annual Share Trends • Android .2% • Apple 1.9% • Microsoft - .7% • BlackBerry - 1.1%
eKEY for Windows 10 Mobile targeted for Jan. 2016
Investigating • Apple watch
• BB Priv (Android OS)
BIS Confidential & Proprietary
Share (%) of Smartphone Subscribers
June-15 Sept-15Point
Change
Total Smartphone Subscribers 100.00% 100.00% N/A
Android 51.6% 52.3% 0.7%
Apple 44.1% 43.6% -0.5%
Microsoft 2.9% 2.9% 0.0%
Blackberry 1.2% 1.2% 0.0%
Symbian 0.1% 0.1% 0.0%
Top Smartphone Platforms
3 Month Average Ending June 2015 vs. Average Ending September 2015
Total U.S. Smartphone Subscribers Age 13+
Source: comScore MobiLens
Slide 34
Customer Sessions
Thank you!
We appreciate the opportunity to serve you and your membership!
BIS Confidential & Proprietary