Supra Customer Meetings
May 2013
Unlock a treasure trove with real-time information The market continues to improve…
Anyone have some good listings to share?! Showings are way up Keyholder counts up 3% Year over Year
Call volume is up over prior year… but hold time is down • More agents paying their invoices • More questions about how to use the system • SSO password resets
Slide 2 / Customer Sessions May 2013 ML Policy update: MLS- approved lockboxes
Slide 3 / Customer Sessions May 2013 NAR MLS Policy Committee: Workgroup
•Should lockboxes be a core service of an Association or MLS? •Passed: Left as an ancillary service, but so long as an Association doesn’t make a profit on the service they can subsidize (in accordance with Sherman Anti-Trust Act).
Slide 4 / Customer Sessions May 2013 What have we been up to?
A stream of software upgrades and releases: • eKEY Basic for Android, Bluetooth® iBox, November 2010 • eKEY Professional, May 2011: • New platforms: Android, iPhone • Faster searches, more data, • configure market area • Single Sign On Redesign, January 2012 • Non Member Access Released, March 2012 • iPad, Nexus, and Mini Release, September 2012 • New eKEY Fob, December 2012: • Works with Android, Blackberry, Apple • iBox BT LE: Fobless life realized
Slide 5 / Customer Sessions May 2013 eKEY adoption has been huge!
•74% of NAR members now have a smart phone (2012) •50.4% of US mobile subscribers now have a smart phone •iBox BT conversions average a 300% increase of eKEY users •From 90,000 to 160,000 eKEY users •Apple and Android Address >91% of member smartphones eKEY Growth:eKEY iPhone Mix Break Down.. eKEY Keyholders
US Market at Large1
Among membership, Apple benefiting from Blackberry; Android to a lesser degree
1 COMScore through 3/31/2013 Slide 7 / Customer Sessions May 2013 eKEYKeeping Growth: an iPhone eye on new platforms..
Windows BlackBerry 1st Quarter 2013 Results: Phone 10 Microsoft from 2.9% to 3% BlackBerry from 6.4% to 5.2% Testing and Research Are Ongoing, leveraging Direct Engagement Slide 8 / Customer Sessions May 2013 iPhone, Android, or Blackberry
• Easy one-time pairing • More demand than expected • Upgrade/exchange program a hit
Slide 9 / Customer Sessions May 2013 What happens when Apple calls?
Slide 10 / Customer Sessions May 2013 iBox BT LE: Fob-less life realized
Thinner, removable shackle Bluetooth interface
BT Status LED
More attack IrDA interface resistant (no change)
Dimensions - Height: 8.70” Larger Key - Width: 3.10” - Depth: 2.40” Container - Weight: 2.7 lbs
Slide 11 / Customer Sessions May 2013 iBox BT full conversions: 150+ Associations and MLS’s
California Regional MLS Columbus, OH Northern Nevada RMLS Fayetteville, AR Abilene, TX Bloomington, IN Amarillo, TX Lawrence, KS Northern Kentucky Ottawa, ON Buffalo, NY Scotts Bluff, NE Savannah, GA Saint John, NB Lakeland, FL Grand Rapids, MI Englewood, FL West Michigan, MI Southeastern OK SW Michigan West Central, MI Glendale, CA
Slide 12 / Over 600,000 iBox BTs installed! Customer Sessions May 2013 Supra’s quality/process improvement
system Highest Business Ethics Always Ethics Business Highest CUSTOMERS Customer Feedback > 4.5; Customers’ #1 choice Delight Customers EMPLOYEES All segments 60% survey favorability; Employees’ #1 choice
QUALITY Achieve ACE Bronze performance
FINANCIAL Deliver financial plan commitments; Investors’ #1 choice Performance Powered by ACE
Establish Vision, Strategy and Goals Define, monitor, and control delivery and quality metrics Identify process gaps and execute relentless root cause analysis Use ACE tools to eliminate escapes to customers
Unmatched Unmatched EH&S Performance Understand customer needs through Customer Surveys and follow up
January 2012 Perfect Quality Wins Customer Loyalty CustomerACE: Association/MLS Satisfaction: Staff Survey Silver
1 Extremely Dissatisfied Please rate your satisfaction level of the following: 2 Very Dissatisfied 3 Dissatisfied 4 Neutral 5 Satisfied 6 Very Satisfied 7 Extremely Satisfied Please rate your satisfaction level regarding our overall responsiveness.
Please rate your satisfaction level with our relationship with you.
Please rate your satisfaction level with Billing.
Please rate your satisfaction level with Training.
Please rate your satisfaction level with our Customer Support and Service.
Please rate your satisfaction level with our new product introductions.
Please rate your satisfaction level with the quality of our product.
Please rate your satisfaction level with the delivery of our product.
1.00 2.00 3.00 4.00 5.00 6.00 7.00
Main request: Enhanced training Slide 14 / Customer Sessions May 2013 Support and Manufacturing Call center times
+ Calls up 15% in April, YOY + Increasing Staffing in May + 12 month ASA for ActiveKEY = 1:15
Slide 16 / Customer Sessions May 2013 Improved call answering
Eliminated steps before member talks with rep • Only 3 options now: Update code, Support or Billing. • Cut the answer time by 2/3rds • Saves member time and frustration dialing through auto answer system/hold
Slide 17 / Customer Sessions May 2013 System Enhancements
• SupraNET: • Ability to look up info by agent name or serial number • New report showing primary Assoc/MLS and where cooperating • New report showing who co-ops with Assoc/MLS • Improve speed of assigning keybox to agent
• Increased up time by moving showing activity to background processing
• SupraWEB tools to support Windows 8, Internet Explorer 9 & 10.
• Fixed import services for large listing files
• Automatic KeyBox unassignment in SupraWEB if Organization unassigns KeyBox in SupraNET.
Slide 18 / Customer Sessions May 2013 18 New eKEY Upgrade Process Released
Situation: ActiveKEY customer upgrades to an eKEY and has a prepaid balance of greater than 1 month • Supra is now running reports every two weeks to identify agents that meet this criteria • More Supra staff processing refunds requests and sending to AP • AP is processing requests more quickly Results • Organization staff will not need to phone to request refund • Shorter timeline for agent to receive payment • When agent calls to request refund, we may have already requested payment. If not, added to queue for payment verification.
Slide 19 / Customer Sessions May 2013 What happens if it doesn’t go right?
Relentless Root Cause Analysis Slide 20 / Customer Sessions May 2013 Manufacturing • On-time performance: – On average, 99.6% of orders shipping on-time (five business days). – iBox BT 100% shipped on-time. – Near-term exceptions; • Fob 3: We are 1.5 days behind. • ActiveKEY: Supplier part shortage limited our throughput in May. We expect to be caught up with orders in 3 weeks. • iBox BTs not in serial number order. Change is coming!
Slide 21 / Customer Sessions May 2013 eKEY Professional: for Android, iPhone, and iPad
• Significantly expanded the number of MLS listings that can be stored on the phone. • Improved the Roster and Listings search tool utilizing Fast Text Search • eKEY Professional Demo mode. Look at all the new Professional features, without having to sign up for eKEY service. • See all the new features at www.ekeyprofessional.com
Slide 22 / Customer Sessions May 2013 Tablet Compatibility
Android Tablet Windows Tablet iPad Mini
eKEY-Ready Now eKEY-Ready Now In Evaluation..
eKEY Productivity... Now in a Tablet!
Slide 23 / Customer Sessions May 2013 SupraWEB Lockbox Assistant: eKEYS
• When releasing shackle, eKEY prompts for address or MLSID
• If Association/MLS has authorized feature, assignment occurs automatically
Slide 24 / Customer Sessions May 2013 Lockbox Assistant: Other keys
Sample Assignment Email • Correlate shackle release with new MLS listing to create a suggested lock box assi.gnment.
• Beta tested started with RMLS, OR and Austin, TX on 5/22
Slide 25 / Customer Sessions May 2013 Mobile SupraWEB Updates
• New mobile specific SupraWEB • Designed specifically for mobile phones • Access the site at supraweb.suprakim.com
Slide 26 / Customer Sessions May 2013 26
Thank you!
We appreciate the opportunity to serve you and your membership!
Slide 27 / Customer Sessions May 2013