Willamette Valley MLS

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: MLSapproved 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:
eKEYiPhone
Mix Break
Down..
eKEY Keyholders
US Market at Large1
Among membership, Apple
benefiting from Blackberry;
Android to a lesser degree
1 COMScore
Slide 7 /
Customer Sessions
May 2013
through 3/31/2013
eKEY
Growth:aniPhone
Keeping
eye on
Windows
Phone
BlackBerry
10
new platforms..
1st Quarter 2013 Results:
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
resistant
Larger Key
Container
Slide 11 /
Customer Sessions
May 2013
IrDA interface
(no change)
Dimensions
- Height: 8.70”
- Width: 3.10”
- Depth: 2.40”
- Weight: 2.7 lbs
iBox BT full conversions:
150+ Associations and MLS’s
Slide 12 /
Customer Sessions
May 2013
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
Over 600,000 iBox BTs installed!
CUSTOMERS
Customer Feedback > 4.5; Customers’ #1 choice
EMPLOYEES
All segments 60% survey favorability; Employees’ #1 choice
QUALITY
Achieve ACE Bronze performance
FINANCIAL
Deliver financial plan commitments; Investors’ #1 choice
Delight
Customers
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
Understand customer needs through Customer Surveys and follow up
January 2012
Perfect Quality Wins Customer Loyalty
Highest Business Ethics Always
Unmatched EH&S Performance
Supra’s quality/process improvement
system
ACE: Association/MLS Staff Survey
Customer Satisfaction: Silver
1
2
3
4
5
6
7
Please rate your satisfaction level of the following:
Extremely Dissatisfied
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
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
Main request: Enhanced training
Slide 14 /
Customer Sessions
May 2013
5.00
6.00
7.00
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
eKEY-Ready Now
iPad Mini
eKEY-Ready Now
eKEY Productivity... Now in a Tablet!
Slide 23 /
Customer Sessions
May 2013
Windows Tablet
In Evaluation..
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