Supra Customer Session NAR Customer Update San Di… · eKEY for iOS 9.1 and iPhone 6S • Now compatible SSO Integration • Clareity SAML integration using SAML proxy BIS Confidential

Supra Customer Session Annual 2015

BIS Confidential & Proprietary

Slide 2

Customer Sessions

Agenda


• eKEY Update

• Customer Satisfaction Survey Results

• Support & Manufacturing Update

• Customer Focused Improvements

• New and Upcoming Releases

• Future Concepts

• 93% of NAR members

have a smart phone

• iBox BT conversions

average a 300%

increase of eKEY

users

• From 90,000 to

395,874 eKEY

members in 46 mos

• Apple and Android OS

~ 99% of Supra users

eKEY adoption continues to be huge!

90500

143945

208179

293764

395874

90000

140000

190000

240000

290000

340000

390000

440000

eKEY Growth


Slide 3

Customer Sessions

Slide 4

Customer Sessions

Nov 2013 Jan 2014 # change % change

ActiveKEYS 2072 1675 -397 -19%

eKEYS 356 938 +582 163%

Total Keys 2428 2613 +185 +8%

“Our eKEY incentive program decreased ActiveKEY usage and increased overall system usage.”

eKEY Upgrades: Case Study

Anne Marie Matteo,

Chief Executive Officer

Suburban West REALTORS

Association


Slide 5

Customer Sessions

Keeping Up With Phones and Tablets

Current Test Suite

Over 300 individual devices in test suite and growing

OS Device OS version

Apple iPhones 6.13 - 9.1

iPods 4.2.1 - 6.1

iPads 5.1.1 - 8.1

Android Phones 2.1 - 5.1.1

Tablets 2.2 - 4.4

BlackBerry Phones 5 - 7


Slide 6

Customer Sessions

Real-Time Showings ActiveKEY versus eKEY

% AKEY % AKEY

Showings

% eKEY % eKEY

Showings

Association in

California 70% 65% 30% 35%

MLS in Nevada 41% 37% 59% 63%

Association in

Ohio 77% 71% 23% 29%

MLS in Georgia 54% 48% 46% 52%

Association in

Virginia 66% 58% 34% 42%

Many members still opt for non-smart phone with Bluetooth boxes. Only Supra delivers all showings in Real Time.


Slide 7

Customer Sessions

Supra Customer Survey Results

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-Time Delivery Quality WorkingRelationship

Responsivenessto Problems

CustomerService and

Support

Training Billing

2013-2015 Comparison

2013

2014

2015

2013 overall score: 5.4




Slide 8

Customer Sessions

0

5

10

15

20

25

30

35

40

45

Survey Results — Summary of Comments


Support and Manufacturing


Slide 10

Customer Sessions


90%

95%

100%

105%

110%

115%

120%

125%

-

50

100

150

200

250

300

350

400

450

500Fe

b-1

3

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

Keyholder Growth to Average Speed of Answer

Keyholder Percent Increase Average Speed of Answer (in seconds) Linear (Average Speed of Answer (in seconds))

Slide 11

Customer Sessions


90%

95%

100%

105%

110%

115%

120%

125%

250

260

270

280

290

300

310

320

330

340Fe

b-1

3

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

Keyholder Percent Increase Average Handle Time Linear (Average Handle Time)

Slide 12

Customer Sessions

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

No

v-1

2

De

c-1

2

Jan

-13

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

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

Calls 38,1733,4547,4944,0750,3956,0452,6752,3155,5560,9457,9756,3945,5039,6653,2648,5958,8959,6562,9252,8753,6951,6956,6359,3648,9847,1949,0842,6750,7952,1653,9355,3156,7452,0453,1754,30

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

Call Volume and Customer Liaison Speed of Answer


Slide 13

Customer Sessions

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

Top Five Call Center Calls


Slide 14

Customer Sessions

• On-time performance

– On average, 95% of orders shipping on-time

(five business days)

– iBox BT 100% shipped on-time

– Refurbished iBoxes

• 97% shipped on-time

– ActiveKEY 94% shipped on-time

• Holiday shipping schedule

– Closed, no shipments: November 26 & 27

– Shipping hot lines only: December 28 & 31

Manufacturing


New releases and updates

Winner Best Costume


Slide 16

Customer Sessions

• New Training for Supra Administrators - Supra Master Users (SMU) Certification Training

o 2-day program

o Training, marketing resources and networking

o Upcoming Forums: Feb/March and June/July

- Quarterly Webinars

Customer Focused Improvements


SMU Survey Results

Overall Experience 6.83 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!”

Slide 17

Customer Sessions

Maintenance Release

• iBox BT faster communication

• Enhanced security

• Loss of older devices (Palm OS,

iOS less than 5.1.1)

Recent Releases

eKEY for iOS 9.1 and iPhone 6S

• Now compatible

SSO Integration

• Clareity SAML integration using SAML proxy


Slide 18

Customer Sessions

SupraNET Client

- Replaces ActiveX for improved reliability

- Compatibility - OS: Windows 7, 8, 8.1 and 10

- Browser: IE 8, 9, 10, 11

Recent Release

Ver. 2


Slide 19

Customer Sessions

XpressKEY

Sleek design in a compact size

High quality, backlit touchscreen

Automatic updating via 3G cellular radio

Real-time showing information

Remote deactivate / authorize

Brighter flashlight

Haptic/tactile feedback

Fast infrared keybox communication

User replaceable battery

Battery charges via USB


Slide 20

Customer Sessions

Key Exterior

Battery cover is

the entire back

On / Off Button


Slide 21

Customer Sessions

Power Up/Down - Standby

Press and hold

to power down

Key automatically goes into

standby mode

Can turn key completely off


Slide 22

Customer Sessions

Home

Obtain Key

Release Shackle

Flashlight/Alert

More


Slide 23

Customer Sessions

GPS Functionality

• GPS coordinates will be used to assist with:

o End of Showing Notification

o Lockbox assignment

o XpressKEY location assistance

• Will 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


Slide 24

Customer Sessions

Obtain Key

Tracking

information +

GPS data

sent to Supra


Slide 25

Customer Sessions

More


Slide 26

Customer Sessions

Preferences

• Vibrate (haptic) for button

pushes, success, failure, etc.

• Display numbers (On) or

solid ovals (Off)

• Ability to change PIN from

XpressKEY

• English / French / Spanish


Slide 27

Customer Sessions

Battery Charging • Use provided cable and power adapter

• OR any standard micro-USB charging device such as a

car charger, wall charger, or computer

Charger plugs into bottom BIS Confidential & Proprietary

Slide 28

Customer Sessions

Low Battery Indicators

25% battery 15% battery

• When the battery level reaches 5% the XpressKEY shuts down

• A 10-minute charge will provide enough battery to open the key

container

• A full charge using the wall adapter takes < 3 hours

(longer on a computer) BIS Confidential & Proprietary

Slide 29

Customer Sessions

Keybox Assistant Using GPS

Supra System

or GPS coordinates are

captured when shackle

is released

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

shackle release and an exact address match is

found in the Supra system, the listing

assignment is made.

• If more than one potential match is found, GPS

coordinates are used to try and find a match.

• If no match is found, 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.

Coming Soon to eKEY and XpressKEY

Slide 30

Customer Sessions


Coming Soon for eKEY and XpressKEY End of Showing Notification

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?”

Slide 31

Customer Sessions


Coming Soon for eKEY and XpressKEY End of Showing Notification

How does it work?

• Open keybox

• Capture GPS

coordinates

beginning of showing

notification sent

Set up

geo-fence Geo-fence

is crossed

end of showing

notification sent

Slide 32

Customer Sessions

End of Showing Notification

• Advise up to 5 people the showing has ended

• Set up designated recipients in SupraWEB


Note: Organizations must opt into End of Showing Notifications to enable this feature.

Coming Soon for eKEY and XpressKEY

Send text/email

end of showing

notifications to

the listing agent

and their

assistant, home

owners, etc.

Slide 33

Customer Sessions

eKEY Growth: iPhone Keeping an eye on new platforms…

Windows Phone

Annual Share Trends • Android .2% • Apple 1.9% • Microsoft - .7% • BlackBerry - 1.1%

eKEY for Windows 10 Mobile targeted for Jan. 2016

Investigating • Apple watch

• BB Priv (Android OS)


Share (%) of Smartphone Subscribers

June-15 Sept-15Point

Change

Total Smartphone Subscribers 100.00% 100.00% N/A

Android 51.6% 52.3% 0.7%

Apple 44.1% 43.6% -0.5%

Microsoft 2.9% 2.9% 0.0%

Blackberry 1.2% 1.2% 0.0%

Symbian 0.1% 0.1% 0.0%

Top Smartphone Platforms

3 Month Average Ending June 2015 vs. Average Ending September 2015

Total U.S. Smartphone Subscribers Age 13+

Source: comScore MobiLens

Slide 34

Customer Sessions

Thank you!

We appreciate the opportunity to serve you and your membership!


Documents

Supra Customer Session NAR Customer Update San Di… · eKEY for iOS 9.1 and iPhone 6S • Now compatible SSO Integration • Clareity SAML integration using SAML proxy BIS Confidential