Customer Session - Supra Real Estate · on roadmap • Programming bases Fixes are currently under development ... BlackBerry 0.4% Other 0.3% eKEY Devices Apple Android BlackBerry

©2017 United Technologies Corporation Customer Sessions

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Customer Session NAR Annual 2017

©2017 United Technologies Corporation. All rights reserved. Supra is a part of UTC Climate, Controls & Security, a unit of United T echnologies

Corporation. Other brand and product names are or may be the trademarks of, and are used to identify products or services of, t heir respective owners.


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Agenda

• Annual Customer Satisfaction Survey Results

• Support & Manufacturing Update

• Customer Focused Improvements

• Recent and Upcoming Releases

• Future Concepts


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Annual Customer Satisfaction Survey Results


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2017 Annual Customer Survey Results

89% of customers were:

• Extremely Satisfied

• Very Satisfied

• Satisfied

Customer responses: 225

Survey Date: October 2017

Extremely Satisfied

30%

Very Satisfied 40%

Satisfied 19%

Neutral 8%

Dissatisfied 3%


5

5.7 5.6 5.4 5.4 5.4 5.5

5.8 5.6

6.0 5.7

6.2

5.9

5.5 5.7

5.9

5.7

1

2

3

4

5

6

7

On-Time Delivery Quality Customer

Service

Technical

Support

Training Billing Working

Relationship

Responsiveness

to Problems

2016 – 2017 Results

2016

2017

2017 Annual Customer Satisfaction Survey

Extremely

Satisfied

Very

Satisfied

Satisfied

Neutral

Dissatisfied

Very

Dissatisfied

Extremely

Dissatisfied

Gold

Silver

Average score :

2016 = 5.6

2017 = 5.8


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2016 Survey Results — Summary of Comments 75

20 20 18 16

8 7 7 6 5 5 5 4 3 3 3 3 3 3 3 3 3 3 2 2 2 1 1 1 0

10

20

30

40

50

60

70

80


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2017 Survey Results — Summary of Comments

43

22 18

14 13 12 10 10 7 6 6 5 5 4 3 3 3 3 2 2 2 2 2 1 1 1 1 1 1 1 1

0

10

20

30

40

50

60

70

80


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Feedback Actions • SupraWEB/SupraNET SupraWEB/SupraNET update project

on roadmap

• Programming bases Fixes are currently under development

• eKEY Updates currently under development

• XpressKEY Started flashing new FW October 2017

• Keyboxes Investigating keybox jamming mitigation

• Communication Enhanced communications in 2018

• Education/Training Investigating idea to add brief “how to”

videos/snippets

• Customer Service & Support Continuous improvement plans in place

Addressing Customer Feedback


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Support & Manufacturing Update


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Supra Call Center Control Panel Metrics

Staffing meeting every two weeks

to review metrics that have impact to staffing

• Daily volumes, service levels

• Forecast, forecast accuracy

• Attendance, training

• “Next Steps” 6 week plan (changes

to staffing)

0.00

1.00

2.00

3.00

4.00

5.00

6.00

AHT 2016

AHT 2017

0.00

2.00

4.00

6.00

8.00

10.00

12.00

14.00

ASA 2016

ASA 2017

Average speed of answer 2016 to 2017

Average Handle Time 2016 to 2017


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Next Steps

Cross Training

• Past 6 months we have conducted 9 cross training classes = 76 hours

Track calls to Help Desk

• Top issues add into training road map make initial training better, determine if we need recursive training for all representatives

New Phone system (Unify)

• Excepted wait time

• Provide customer call back in queue

• Screen Pop with customer info

• Representative coaching via whisper mode


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System Outage Comparison

0

5

10

15

20

25

Ho

urs

eKEY

CMA/Oracle

KIM Voice

SupraNET

Sync/SupraNET/SupraWEB

Key Sync

SupraWEB


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• On average, 95% of orders shipped on time (5 business days)

• iBox BT LE 99% shipped on time

• Refurbished iBoxes

– 96% shipped on time

• ActiveKEY 95% shipped on time

• XpressKEY 99% shipped on time

Manufacturing

On-time performance

Holiday Schedule: Closed December 26 – 29 (hotline orders only)


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Customer Focused Improvements


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2018 Training Plans

• Supra Master Users

Certification Training March 7-8 & July 25 - 26

• Bi-Monthly Webinars

January ActiveKEY/XpressKEY

February eKEY Tips & Tricks

March SupraWEB

May Intro to SupraNET

June Supra Marketing

July SupraNET Reports

August Org/Keyholder Billing

October eKEY Basic/eKEY Pro

December Top Support Calls


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iBox BT LE Conversions

Over 2,276,000 iBox BT LEs installed!

iBox BT LE 86%

iBox BT 7%

iBox classic 7%


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XpressKEY Customers Over 36,000 XpressKEYs installed

Akron

Albany Arcadia

Altus

BAREIS

Big Bear Bloomington

Brunswick County

Burbank

Burlington Camden CBRAR

Central Arizona

Central Colorado

Central Missouri Central NYIS

Citrus County

Citrus Valley

Coeur D’Alene Columbus

Consolidated MLS

Coastal Carolinas

Cooperative AR Downey

Dublin

Durango

East Central East Valley

El Dorado

Etowah/Cherokee

County Fayette-Nicholas

First MLS

Georgia MLS

Fresno Garden City

Glendale

Golden Empire

Grand Forks Great Plains

Greenville Pitt

Gulf South

Heartland High Desert

Hudson Gateway

Huntington

Inglewood Inland Gateway

Inland Valleys

Intermountain

Iron County Ithaca

Joshua Tree Gateway

Laguna

Lakeway Area Latah County

Lehigh Valley

Madera

Marin Martin County

Mercer County

Mid State

Middlesex MLSOK

Monmouth County

Montebello

Monterey NE Louisiana

NE Washington

Nova Scotia

NW Louisiana Oakland/Berkeley

Ocean County

Orange Coast

Ozarks Pacific West

Pajaro Valley

Palos Verdes

Pasadena-Foothills Permian Basin

Pocono Mountains

portage

Pueblo Pulaski County

Rancho Southeast

Red Lodge

Rim O’ the World San Angelo

San Benito

San Francisco

Santa Cruz SE Arizona

Silicon Valley

Sioux Empire

Smoky Mountains South Bay

South Central

South Central

Kentucky South Orange County

South Tahoe

Southern Indiana

Southern OK Southland

Southwest Riverside

Space Coast

Stark County Sumter

SW Louisiana

Tri-Counties

Upper Cumberland Ventura County

Warren Area

Wayne-Holmes

West San Gabriel Western Wyoming

White Mountain

Wilkes County

Wilmington Youngstown

Yuma


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eKEY Growth and Breakdown

488% Growth

Apple 69%

Android 31%

BlackBerry 0.4%

Other 0.3%

eKEY Devices

Apple Android BlackBerry Other


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eKEY Only Orgs

175+ organizations have ≥ 85% eKEY Aberdeen

Abilene

Acadiana

Aiken

Albemarle

Altus

Amador County

Amaril lo

Arcadia

Ashland Area

Austin

Bagnell Dam

Big Sky Country

Bill ings

Bismarck Mandan

Bloomington

Bonner County

Brigham-Tremonton

Brunswick County

Burbank

Burlington

Cache-Rich

Cape Fear

CARMLS

Central Mississippi

Central Missouri

Central NYIS

Central Panhandle

Central Wisconsin

Champaign County

Citrus County

Citrus Valley

Coastal Bend

Coastal Carolinas

Coastal Mendocino

Columbia

Columbus

Dalton

Darien

Daytona Beach Area

Dodge City

Dothan

Downey

Dublin

Duluth

East Valley

Elko County

Englewood

Fargo Moorhead

Fayette-Nicholas

Florida Gulf Coast

Florida Keys

Fort Lauderdale

Fort McMurray

Franklin-Southern Gulf

Four Rivers

Gallup

Garden City

Golden Triangle

Grand Forks

Great Plains

Great Smoky Mountains

Greater Cincinnati

Greater Fairbanks

Greater Gateway

Greater Hartford

Greater Lansing

Greater McAllen

Greater Moncton

Greater Tampa

Greenville Area

Greenwich

Hastings

Heartland

Helena

Henderson Audubon

Hilton Head Island

Hobbs

Hudson Gateway

Incline Village

Indiana Regional

Inglewood

Inland Gateway

Inland Valleys

Jackson Area

Joshua Tree

Kanawha Valley

Kingman Golden Valley

Kingsvil le Area

Lafayette Regional

Laguna

Lake Country

Lake of the Ozarks

Lakeway Area

Laredo

Latah County

Lawrence

Lethbridge

Liberty

Lloydminster & District

Lufkin

Lumberton

Madera

Maine Listings

Marco Island

Miami

Mid Carolina

Midland

Mineral Area

MLSOK

Montcalm

Montebello

Naples

Natchitoches

NE Washington

New Haven Middlesex

Norman

Northeast Florida

Northern Kentucky

Northern Nevada

Northern Wasatch

Northwest Louisiana

Northwest Oklahmoa

Orange Coast

Pac West

Palm Beaches

Palos Verdes

Parkersburg Area

Pike County

Pinellas

Pueblo

Rocky Mountain

Roswell

Royal Gorge

Ruidoso-Lincoln County

Salt Lake

San Juan County

Shiawassee

Sioux Empire

South Bay

South Central

South Central Alberta

South Central Kentucky

South Central Wisconsin

South Orange County

South Padre Island

South Tahoe

Southeast Missouri

Southeastern Oklahoma

Southern Indiana

Southern Oklahoma

Southern Oregon

Southwest Indiana

Southwest Riverside

St Joseph Regional

Sumter

Tall Pines

Three Rivers

Timmins

Tooele County

Tri-Counties

Tuolumne

Umatil la County

Upper Cumberland

Utah County

Vermont REIN

Victoria Area

Walla Walla

West Alabama

West Memphis

West Michigan Lakeshore

West San Gabriel

Western Wyoming

Whitman

Wilkes County

Will iamson County

Wiregrass

Yuma


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Keeping Up With Phones and Tablets

Current Test Suite

Over 300 individual devices in test suite and growing

2017 eKEY updates • iOS 11 and iPhone 8/8 Plus

OS Device OS version

Apple iPhones 6.13 - 11.0.3

iPods 4.2.1 - 11.0.3

iPads 5.1.1 - 11.0.3

Android Phones 2.1 - 8.0

Tablets 2.2 - 8.0

BlackBerry Phones 5 - 7


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eKEY Growth: iPhone Keeping an eye on new platforms…

Pursuing • Apple Watch

Monitoring • Google Project

Fi-ready phones

No longer pursuing • Windows phone

Annual Share Trends

• Android 0.7% • Apple 0.6% • Microsoft - 0.9% • BlackBerry - 0.3%

Share (%) of Smartphone Subscribers

17-Mar June-17Point

Change

Total Smartphone Subscribers 100.00% 100.00% N/A

Android 53.4% 53.3% -0.1%

Apple 44.5% 44.9% 0.4%

Microsoft 1.6% 1.3% -0.3%

Blackberry 0.5% 0.5% 0.0%

Top Smartphone Platforms

3 Month Avg. Ending June 2017 vs. 3 Month Avg Ending March 2017

Total U.S. Smartphone Subscribers Age 13+

Source: comScore MobiLens


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Recent and Upcoming Releases


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Authorization Code within eKEY App


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ActiveKEY Migration Project

• Some ActiveKEYs experienced a loss of coverage

and weren’t able to update using cellular radio

• Steps taken to resolve

1. Conducted over-the-air campaign and

migrated ~275,000 ActiveKEYs to another

cellular network

2. Provided option to upgrade to eKEY with an

incentive or stay with ActiveKEY

• ~ 800 agents upgraded to eKEY

• ~ 1,000 ActiveKEY were shipped to

organizations and agents


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XpressKEY Features

Automatic updating over cellular network

Sends real-time showings

Remote kill / reauthorization

Backlit touchscreen

Built-in flashlight (press & hold to send alert)

Change PIN from key

Rechargeable, user-replaceable battery

GPS functionality

- End of showing notification

- Auto assignment of keyboxes

- XpressKEY’s last known location


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0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

<5min

<10min

<30min

<1day

> 1day

> 2days

> 3days

> 4day

> 5days

> 6days

> 7days

> 8days

9days

10days

11 d 12 d 13 d 14 d 15 d 16 d 17 d 18 d 19 d 20 d 3 w

All showing activity transmission

With real-time data transmission,

showing activity is received:

• 91% in < 5 minutes

• 95% in < 10 minutes

• 97% in less than 30 minutes.

Weekly: DisplayKEY

Daily: ActiveKEY/DisplayKEY

Real-time: eKEY & XpressKEY


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Broker Tools and Reports

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


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KIM Voice Update

• Refreshing the voice

instructions planned

for Q1 2018

• Voice reports moving

to Mobile SupraWEB

early December 2017

- Key Activity Report

- Keybox Inventory Report

“Thank you for calling Supra. Please make a choice from the following options…”


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Thank you!

We appreciate the opportunity to serve

you and your membership!

Visit us at booth #3611

©2017 United Technologies Corporation. All rights reserved. Supra is a part of UTC Climate, Controls & Security, a unit of United T echnologies

Corporation. Other brand and product names are or may be the trademarks of, and are used to identify products or services of, t heir respective owners.

Customer Session - Supra Real Estate · on roadmap • Programming bases Fixes are currently under development ... BlackBerry 0.4% Other 0.3% eKEY Devices Apple Android BlackBerry

Documents