Midyear 2017 · 2017-05-22 · Roswell Palm Beaches Coastal Bend Hobbs Brigham-Tremonton Three Rivers Greater Moncton Pueblo Dublin Utah County Amarillo Pike County Laredo Aberdeen

Supra Customer Information Session Midyear 2017

©2017 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.

©2017 United Technologies Corporation Customer Sessions

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Agenda

• Annual Customer Satisfaction Survey Results

• Support & Manufacturing Update

• Customer Focused Improvements

• Recent and Upcoming Releases

• Future Concepts


3

Annual Customer Satisfaction Survey Results


4

2016 Annual Customer Survey Results

84% of customers were:

Extremely Satisfied

Very satisfied

Satisfied

Customer responses: 233

Extremely Dissatisfied

0%

Very Dissatisfied

1% Dissatisfied

3% Neutral 12%

Satisfied 24%

Very Satisfied 39%

Extremely Satisfied

21%

Survey Date: September 2016


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2016 Annual Customer Satisfaction Survey

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

5.7 5.8

5.3 5.5

5.7 5.6 5.8

5.6 5.4 5.4 5.5

1

2

3

4

5

6

7

On-Time Delivery Quality WorkingRelationship

Responsivenessto Problems

Customer Serviceand Support

Training Billing

Year over Year Comparison: 2013 - 2016

2013

2014

2015

2016

Extremely

Satisfied

Very

Satisfied

Satisfied

Neutral

Dissatisfied

Very

Dissatisfied

Extremely

Dissatisfied

Gold

Silver

Average score :

2013 = 5.3

2014 = 5.4

2015 = 5.7

2016 = 5.6


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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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Support & Manufacturing Update


8

Driving to Exceptional Customer Experience

Hold times • Improved ASA (MOD Desk)

• Staffed Help Desk with Leads and Seniors for all

hours of operation

• Staffing

• Reviewed 2 years of historical data based on

product (call types) to inform staffing plans

• Cross Training

• 7 classes and 118 hours of additional training

• Made changes to new training

Quality of support • Made improvements to QA process


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Hold Times

0.00

2.00

4.00

6.00

8.00

10.00

12.00

14.00

ASA 2016

ASA 2017

3.00

4.00

5.00

6.00

AHT 2016

AHT 2017

Average Speed of Answer (ASA)

decreased by 40% over last 4 months

Help Desk staffed all hours with Leads/Seniors

• Provide front line support via Chat and phone

• Monitor incoming queue volumes and call length for added support

• Help new hires be more effective, track performance, provide

additional support

Average Handle Time (AHT)

decreased by 17% over last 4 months


10

Staffing & Quality Improvements

0

1000

2000

3000

4000

January Calls

Calls Offered

Calls Taken

ASA

0500

10001500200025003000

April Calls

Calls Offered

Calls Taken

ASA

Staffing improvements

• Moved staffing schedules based

on skill set

• Reduced wait times on email to

meet 24 hour response goal

Quality improvements

• Weekly call calibrations

• Associates listen & rate themselves

• Weekly action plans


11

Training Initiatives

Cross Training

New Hire Training • Created Training Roadmap

• Modularized training into 2 to 4 hour blocks

• Incorporated practical learning between modules

Additional Training • Track calls by type to Help Desk. Provide additional training

for most frequent calls.

Agents Cross Trained Prior Current

Customer Liaison 6 14

Billing 7 17

eKEY - DisplayKEY 28 36


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Top Contact Center Calls

1. Billing: Make a payment

2. Billing: Update credit card information

3. ActiveKEY: Call to enable

4. ActiveKEY: No cell coverage

5. Billing: Reactivate keyholder in collections

6. Billing: Balance inquiry

7. eKEY: Get authorization code (#3)

8. Billing: Refund question

9. Billing: Cancelling eKEY service/leaving

real estate

10. eKEY: 9B0D error code (#5)

Best Times to Call

Tuesday thru Thursday

5am to 7am, Pacific Time

11am to 12pm, Pacific Time

3pm to 7pm, Pacific Time

Sunday

5am to 7pm, Pacific Time


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Supra Call Center Strategic Initiatives 2017

New IVR system (Unify) coming September 2017 • Increased self-help capabilities

• Sophisticated “expected wait time” prediction

• User tracking in phone system (IVR) • Future options

• Self-help options based on user information (key type, Association/MLS, user status, etc.)

• Self-help option to deliver information via email and text message (update codes, instructions, etc.)

Quality Staffing Productivity

Focus on Exceptional Customer Experience


14

Call Center Engagement


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Hold Time Reduction Project – 9B0D

• 26% reduction in calls of this type

• Estimated reduction in 2000 calls per month

with AHT of 3 minutes

• Improved hold times

• Implemented ability for agent to obtain eKEY

authorization code from their smartphone

resulting in additional reduction in calls

Investigation revealed that 36.6% of the

top 45 support call types were 9B0D

errors, real estate agents requesting

eKEY authorization codes

(approximately 8000 calls per month)

Reps from several areas worked together to

come up with a plan to reduce errors.

Engineering created the fix and deployed it.


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System Outage Comparison

0

5

10

15

20

25

Ho

urs

CMA/Oracle

Sync/SupraNET/SupraWEB

KIM Voice

SupraNET

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 July 4


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Customer Focused Improvements


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KIM Voice Update

• Refreshing voice

instructions

• Moving to an

automated voice

• July 2017 target

release date

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


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2017 Training Plans

• Supra Master Users

Certification Training

July 19-20

• Bi-Monthly Webinars

March ActiveKEY/XpressKEY

April SupraWEB

May eKEY Tips & Tricks

June Best Practices

July SupraNET Reports

August Org/Keyholder Billing

October eKEY Basic/eKEY Pro

December Top Support Calls


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2016 iBox BT LE Conversions Over 1,600,000 iBox BT LEs installed!

NE Washington, WA

Ocean County, NJ

Capital Area, FL

Monmouth County, NJ

Tri Lakes MLS, MO

Durango Area, CO

Kiawah Island, SC

Sedona-Verde, AZ

Baldwin MLS, GA

Prescott Area, AZ

Lethbridge, AB

SW Louisiana, LA

Mountain Lakes, NC

Albuquerque, NM

Red Lodge, MT

Calhoun County, AL

Cooperative AR, AR

Heartland, OH

Gtr Wilkes Barre, PA

Pasadena-Foothills, CA

Glendale, CA

Ventura County, CA

Hastings, NE

Latah County, ID

Roswell, NM

Knoxville, TN

La Crosse, WI

Gallup, NM

Tampa, FL

Lakeway, TN

Central Pasco, FL

Upper Cumberland, TN

West Pasco, FL

Pinellas, FL

White Mountain, AZ

Moncton, NB

Central Arizona, AZ

Huntington, WV

CBRAR, VA

Tucson, AZ

SE Arizona, AZ

Englewood, FL

Sarasota/Manatee, FL

Venice, FL

BAREIS, CA

High Desert, CA

Marin, CA

Douglas, AZ

Baton Rouge, LA

Gulf South, LA

Central Missouri, MO

Western Wyoming, WY

Columbus, NE

South Padre, TX

Smoky Mountains, TN

Yuma, AZ

Southern Oregon, OR

Central Alberta, AB

Albany, GA

Dublin, GA


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XpressKEY Customers Cooperative AR, AR

Central Arizona, AZ

SE Arizona, AZ

White Mountain, AZ

Yuma, AZ

BAREIS, CA

Glendale, CA

High Desert, CA

Marin, CA

Oakland/Berkeley, CA

Pasadena-Foothills, CA

Rim O’ the World, CA

Santa Cruz, CA

Silicon Valley, CA

Southland, CA

Ventura County, CA

Central Colorado, CO

Durango, CO

Pueblo, CO

Mid State, CT

Citrus County, FL

Albany, GA

Dublin, GA

Coeur D’Alene, ID

Intermountain, ID

Latah County, ID

Bloomington, IN

Garden City, KS

Great Plains, KS

Gulf South, LA

NE Louisiana, LA

NW Louisiana, LA

SW Louisiana, LA

Central Missouri, MO

Pulaski County, MO

Red Lodge, MT

Brunswick County, NC

Wilmington, NC

Columbus, NE

Burlington Camden, NJ

Mercer County, NJ

Middlesex, NJ

Monmouth County, NJ

Ocean County, NJ

Hudson Gateway, NY

Heartland, OH

Southern OK, OK

Consolidated MLS, SC

Lakeway Area, TN

Smoky Mountains, TN

Upper Cumberland, TN

Permian Basin, TX

San Angelo, TX

CBRAR, VA

NE Washington, WA

Huntington, WV

Western Wyoming, WY

Over 23,000 XpressKEYs installed


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eKEY Growth & Breakdown

406% Growth

105127

155679

217301

308602

415952

532279

0

100000

200000

300000

400000

500000

600000

3/1/2012 3/1/2013 3/1/2014 3/1/2015 3/1/2016 3/1/2017

eKEY Growth

Apple 69%

Android 31%

BlackBerry 0.4%

Other 0.3%

eKEY Devices

Apple Android BlackBerry Other


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eKEY Only Orgs Bay County

South Central Alberta

Florida Keys

Dodge City

Indiana Regional

Southern Oklahoma

Naples

St Joseph Regional

Columbia

Hudson Gateway

San Juan County

Hilton Head Island

Greenville Area

Franklin-Southern Gulf

Western Wyoming

Lloydminster & District

Greater Fairbanks

Maine Listings

Elko County

Southwest Indiana

Cache-Rich

Great Smoky Mountains

Walla Walla

Heartland

Dothan

Greater McAllen

Champaign County

Upper Cumberland

Roswell

Palm Beaches

Coastal Bend

Hobbs

Brigham-Tremonton

Three Rivers

Greater Moncton

Pueblo

Dublin

Utah County

Amarillo

Pike County

Laredo

Aberdeen

Bonner County

Lethbridge

Big Sky Country

Northern Wasatch

South Central Wisconsin

Fargo Moorhead

Midlands

Umatilla County

Lawrence

Golden Triangle

Abilene

Ruidoso-Lincoln County

Lufkin

Latah County

Tooele County

Heartland

Cape Fear

South Central

Amador County

Northern Kentucky

Helena

Wiregrass

West Alabama

Bloomington

Salt Lake

Lakeway Area

Aiken

Dalton

Southeastern Oklahoma

Ashland Area

Altus

Fort McMurray

Gallup

Greenwich

Great Plains

Citrus County

Austin

Coastal Mendocino

Lafayette Regional

Central Missouri

Parkersburg Area

South Padre Island

Ft. Lauderdale

Lake Country

NE Washington

Norman

Hastings

Brunswick County

Columbus

Tall Pines

Bismarck Mandan

Daytona Beach Area

Mineral Area

Lake of the Ozarks

Billings

Jackson Area

Sioux Empire

Kingsville Area

Natchitoches

Incline Village

Henderson Audubon

Greater Lansing

Darien

Miami

Albemarle

100+ organizations have ≥ 85% eKEY


25

Keeping Up With Phones and Tablets

Current Test Suite

Over 300 individual devices in test suite and growing

2016 eKEY updates: iOS 10 and iPhone 7/7 Plus

2017: 10.3.2 qualified day after release (5/15)


26

eKEY Growth: iPhone Keeping an eye on new platforms…

Investigating

Apple watch

Google Project Fi phones

(Nexus 6P & 5X)

Annual Share Trends • Android 0.7% • Apple 0.6% • Microsoft - 0.9% • BlackBerry - 0.3%

Share (%) of Smartphone Subscribers

Dec-16 Mar-17Point

Change

Total Smartphone Subscribers 100.00% 100.00% N/A

Android 54.4% 53.4% -1.0%

Apple 43.2% 44.5% 1.3%

Microsoft 1.7% 1.6% -0.1%

Blackberry 0.6% 0.5% -0.1%

Top Smartphone Platforms

3 Month Avg. Ending March 2017 vs. 3 Month Avg Ending Dec. 2016

Total U.S. Smartphone Subscribers Age 13+

Source: comScore MobiLens


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Recent and Upcoming Releases


28

Authorization Code within eKEY App


29

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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• If 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

GPS coordinates captured when shackle is released with eKEY or XpressKEY.

Supra system attempts to match the house # entered with the address from info

obtained from the MLS and automatically assign the keybox to the listing:

Keybox Auto-Assign using GPS

Keybox #: 3001594

MLS #: 1601811

Address: 215 Elm St

• If no match, 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


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Real-Time Showing Data — Real Results

Advise up to 5 people a showing has started

or 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


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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?”

End of Showing with eKEY & XpressKEY


34

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

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


35

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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Thank you!

We appreciate the opportunity to serve

you and your membership!

Visit us at booth #304

©2017 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.

Documents

Midyear 2017 · 2017-05-22 · Roswell Palm Beaches Coastal Bend Hobbs Brigham-Tremonton Three Rivers Greater Moncton Pueblo Dublin Utah County Amarillo Pike County Laredo Aberdeen