Customer Session - Supra Real Estate · 2018-11-13 · Technical Support 9 2017 Training &...

©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.


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!


6

• 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


7

System Outages

0

2

4

6

8

10

12

14O

ct-

16

No

v-1

6

De

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Jan-1

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Feb

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Ma

r-1

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Apr-

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Ma

y-1

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Jun-1

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Jul-1

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Aug-1

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Sep-1

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Oct-

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No

v-1

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De

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Jan-1

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Feb

-18

Ma

r-1

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Apr-

18

Ma

y-1

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Jun-1

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Jul-1

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Aug-1

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Sep-1

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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


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


15

15

XpressKEY Customers Over 43,000 XpressKEYs in use


16

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


17

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


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


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.

Customer Session - Supra Real Estate · 2018-11-13 · Technical Support 9 2017 Training &...

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Transcript of Customer Session - Supra Real Estate · 2018-11-13 · Technical Support 9 2017 Training &...