Mid-Year 2016 - Supra Real Estate- Bluetooth classic changes caused communication issues with...

CCS Confidential & Proprietary

Customer Sessions

1

Mid-Year 2016


Customer Sessions

2

Customer Satisfaction Survey Results

Support & Manufacturing Update

Customer Focused Improvements

Recent and Upcoming Releases

Future Concepts


Customer Sessions

3

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-TimeDelivery

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


Customer Sessions

4

0

5

10

15

20

25

30

35

40

45


Customer Sessions

5


Customer Sessions

6

90%

95%

100%

105%

110%

115%

120%

125%

-

50

100

150

200

250

300

350

400

450

500

Keyholder Growth to Average Speed of Answer Keyholder Percent Increase Average Speed of Answer (in seconds)


Customer Sessions

7

90%

95%

100%

105%

110%

115%

120%

125%

250

260

270

280

290

300

310

320

330

340

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

No

v-1

5

De

c-1

5

Jan

-16

Feb

-16

Mar

-16

Keyholder Percent Increase Average Handle Time


Customer Sessions

8

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

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

Nov-15

Dec-15

Jan-16

Feb-16

Mar-16

Calls 38,1 33,4 47,4 44,0 50,3 56,0 52,6 52,3 55,5 60,9 57,9 56,3 45,5 39,6 53,2 48,5 58,8 59,6 62,9 52,8 53,6 51,6 56,6 59,3 48,9 47,1 49,0 42,6 50,7 52,1 53,9 55,3 56,7 52,0 53,1 54,3 48,1 45,9 46,9 43,2 47,2

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 98 132 203 206 231

Call Volume and Customer Liaison Speed of Answer


Customer Sessions

9

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


Customer Sessions

10

Tuesday through Thursday:

5am to 7am, Pacific Time

10:30am to noon, Pacific Time

3pm to 7pm, Pacific Time

Sunday

5am to 7pm, Pacific Time


Customer Sessions

11

Adding additional agents

Developing technical solutions to mitigate eKEY reauthorizations Emergency on-call system when call volume is higher than anticipated Revamped escalation process to address complex calls More agents trained on chat support Cross-functional training for new agents

Process efficiency improvements

Installing new IVR system later this year

Reducing Average Speed of Answer (ASA) and Hold Times


Customer Sessions

12

• On average, 95% of orders

shipping on time

(5 business days)

• iBox BT 100% shipped on time

• Refurbished iBoxes

– 98% shipped on time

• ActiveKEY 93% shipped on

time

On-time performance


Customer Sessions

13

Mr. Right the strong silent type


Customer Sessions

14

New Training for Supra Administrators - Supra Master Users Certification Training

• 2-day program

• Training, troubleshooting, and networking

• 2016 Forums: March and July 20 & 21

- Bi-Monthly Webinars • April: New eKEY Tips & Tricks webinar!

• June: SupraWEB

• August: Billing

• October: Top Support Calls

• TBD: End of Showing

SMU Survey Results

Overall Experience:

6.8 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!”


Customer Sessions

15

Current Test Suite

Over 300 individual devices in test suite and growing

OS Device OS version

Apple iPhones 6.13 - 9.3.1

iPods 4.2.1 - 9.3.1

iPads 5.1.1 - 9.3.1

Android Phones 2.1 - 6.0

Tablets 2.2 - 6.0

BlackBerry Phones 5 - 7


Customer Sessions

16

eKEY update Compatible with iPhone SE

iOS 9.3.1 changes to iPhone 6/6S - Bluetooth classic changes caused

communication issues with Bluetooth devices

Real Estate API Showing activity and other data provided via the API

Organization and Supra approval required for API access

Set-up and maintenance fees apply to brokers and third parties

Phased rollout to manage system capacity and support needs


Customer Sessions

17

Automatic updating over cellular network

Sends real-time showings

Remote kill / reauthorization

Backlit touchscreen

Built-in flashlight

Rechargeable, user-replaceable battery

GPS built into key


Customer Sessions

18

GPS coordinates are used to assist with

- End of showing notification

- Auto assignment of keyboxes

- XpressKEY’s last known location

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


Customer Sessions

19

GPS coordinates captured when shackle is released with

eKEY or XpressKEY.

If select “Adding on a new listing” as reason for

shackle release and an exact address match is

found, the listing assignment is made automatically

If more than one potential match is found, GPS

coordinates are used to try to find a match

If no match is made, 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

Note: Organizations must opt into Keybox Assistant to enable this feature

Modifying GPS correlation algorithm to improve listing assignment accuracy


Customer Sessions

20

Advise up to 5 people a showing has ended via

email or text messages

Know when showings begin and when they end

Gauge level of buyer interest by the showing

duration

Contact buyer’s agent while showing is still fresh

Provide additional details on property or info on

offers coming in

Automatically notify homeowner when someone

has been in their home

Monitor activity at vacant homes

Improve communication


Customer Sessions

21

Open keybox

Capture GPS

coordinates

beginning of showing

notification sent

Set up

geo-fence Geo-fence

is crossed

end of showing

notification sent


Customer Sessions

22

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?”


Customer Sessions

23 LOCKBOXWRAP.COM Officially Licensed Supplier

Benefits Ensures quick and easy identification of your

keybox

Develops and maintains a recognizable

brand

Features High quality printing and lamination for a

professional image

Durable, high-gloss vinyl withstands the

elements and handling

Easy to apply and remove – bubble-free

application, no residue when removed

Go to lockboxwrap.com

to place an order


Customer Sessions

24

eKEY Growth: iPhone

eKEY app for Windows Mobile 10 targeted for Q3 2016

Investigating

Apple watch

Google Project Fi phones

(Nexus 6P & 5X)

Share (%) of Smartphone Subscribers

Nov-15 Feb-16Point

Change

Total Smartphone Subscribers 100.00% 100.00% N/A

Android 53.1% 52.7% -0.4%

Apple 43.1% 43.9% 0.8%

Microsoft 2.8% 2.5% -0.3%

Blackberry 1.0% 0.8% -0.2%

Top Smartphone Platforms

3 Month Avg. Ending Feb. 2016 vs. 3 Month Avg Ending Nov. 2015

Total U.S. Smartphone Subscribers Age 13+

Source: comScore MobiLens

Annual Share Trends Android .1% Apple 2.2% Microsoft - 1.0% BlackBerry - 1.1%


Customer Sessions

25

Show office name if

keybox is assigned

to the office

Add listing

address after MLS#

New features for current broker login

• Assign keyboxes to listings

• Send message to all keyholders in the office

• Manage ShowingTime integration

• Ability to check-in and check-out keyboxes to agents


Customer Sessions

26

Thank you!

We appreciate the opportunity to serve you

and your membership!

Mid-Year 2016 - Supra Real Estate- Bluetooth classic changes caused communication issues with...

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