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CCS Confidential & Proprietary
Customer Sessions
1
Mid-Year 2016
CCS Confidential & Proprietary
Customer Sessions
2
Customer Satisfaction Survey Results
Support & Manufacturing Update
Customer Focused Improvements
Recent and Upcoming Releases
Future Concepts
CCS Confidential & Proprietary
Customer Sessions
3
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-TimeDelivery
Quality WorkingRelationship
Responsivenessto Problems
CustomerService and
Support
Training Billing
2013-2015 Comparison
2013
2014
2015
2013 overall score: 5.4
2014 overall score: 5.5
CCS Confidential & Proprietary
Customer Sessions
4
0
5
10
15
20
25
30
35
40
45
CCS Confidential & Proprietary
Customer Sessions
5
CCS Confidential & Proprietary
Customer Sessions
6
90%
95%
100%
105%
110%
115%
120%
125%
-
50
100
150
200
250
300
350
400
450
500
Keyholder Growth to Average Speed of Answer Keyholder Percent Increase Average Speed of Answer (in seconds)
CCS Confidential & Proprietary
Customer Sessions
7
90%
95%
100%
105%
110%
115%
120%
125%
250
260
270
280
290
300
310
320
330
340
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
No
v-1
5
De
c-1
5
Jan
-16
Feb
-16
Mar
-16
Keyholder Percent Increase Average Handle Time
CCS Confidential & Proprietary
Customer Sessions
8
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
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
Nov-15
Dec-15
Jan-16
Feb-16
Mar-16
Calls 38,1 33,4 47,4 44,0 50,3 56,0 52,6 52,3 55,5 60,9 57,9 56,3 45,5 39,6 53,2 48,5 58,8 59,6 62,9 52,8 53,6 51,6 56,6 59,3 48,9 47,1 49,0 42,6 50,7 52,1 53,9 55,3 56,7 52,0 53,1 54,3 48,1 45,9 46,9 43,2 47,2
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 98 132 203 206 231
Call Volume and Customer Liaison Speed of Answer
CCS Confidential & Proprietary
Customer Sessions
9
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
CCS Confidential & Proprietary
Customer Sessions
10
Tuesday through Thursday:
5am to 7am, Pacific Time
10:30am to noon, Pacific Time
3pm to 7pm, Pacific Time
Sunday
5am to 7pm, Pacific Time
CCS Confidential & Proprietary
Customer Sessions
11
Adding additional agents
Developing technical solutions to mitigate eKEY reauthorizations Emergency on-call system when call volume is higher than anticipated Revamped escalation process to address complex calls More agents trained on chat support Cross-functional training for new agents
Process efficiency improvements
Installing new IVR system later this year
Reducing Average Speed of Answer (ASA) and Hold Times
CCS Confidential & Proprietary
Customer Sessions
12
• On average, 95% of orders
shipping on time
(5 business days)
• iBox BT 100% shipped on time
• Refurbished iBoxes
– 98% shipped on time
• ActiveKEY 93% shipped on
time
On-time performance
CCS Confidential & Proprietary
Customer Sessions
13
Mr. Right the strong silent type
CCS Confidential & Proprietary
Customer Sessions
14
New Training for Supra Administrators - Supra Master Users Certification Training
• 2-day program
• Training, troubleshooting, and networking
• 2016 Forums: March and July 20 & 21
- Bi-Monthly Webinars • April: New eKEY Tips & Tricks webinar!
• June: SupraWEB
• August: Billing
• October: Top Support Calls
• TBD: End of Showing
SMU Survey Results
Overall Experience:
6.8 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!”
CCS Confidential & Proprietary
Customer Sessions
15
Current Test Suite
Over 300 individual devices in test suite and growing
OS Device OS version
Apple iPhones 6.13 - 9.3.1
iPods 4.2.1 - 9.3.1
iPads 5.1.1 - 9.3.1
Android Phones 2.1 - 6.0
Tablets 2.2 - 6.0
BlackBerry Phones 5 - 7
CCS Confidential & Proprietary
Customer Sessions
16
eKEY update Compatible with iPhone SE
iOS 9.3.1 changes to iPhone 6/6S - Bluetooth classic changes caused
communication issues with Bluetooth devices
Real Estate API Showing activity and other data provided via the API
Organization and Supra approval required for API access
Set-up and maintenance fees apply to brokers and third parties
Phased rollout to manage system capacity and support needs
CCS Confidential & Proprietary
Customer Sessions
17
Automatic updating over cellular network
Sends real-time showings
Remote kill / reauthorization
Backlit touchscreen
Built-in flashlight
Rechargeable, user-replaceable battery
GPS built into key
CCS Confidential & Proprietary
Customer Sessions
18
GPS coordinates are used to assist with
- End of showing notification
- Auto assignment of keyboxes
- XpressKEY’s last known location
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
CCS Confidential & Proprietary
Customer Sessions
19
GPS coordinates captured when shackle is released with
eKEY or XpressKEY.
If select “Adding on a new listing” as reason for
shackle release and 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
If no match is made, 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
Modifying GPS correlation algorithm to improve listing assignment accuracy
CCS Confidential & Proprietary
Customer Sessions
20
Advise up to 5 people a showing has 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
CCS Confidential & Proprietary
Customer Sessions
21
Open keybox
Capture GPS
coordinates
beginning of showing
notification sent
Set up
geo-fence Geo-fence
is crossed
end of showing
notification sent
CCS Confidential & Proprietary
Customer Sessions
22
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?”
CCS Confidential & Proprietary
Customer Sessions
23 LOCKBOXWRAP.COM Officially Licensed Supplier
Benefits Ensures quick and easy identification of your
keybox
Develops and maintains a recognizable
brand
Features High quality printing and lamination for a
professional image
Durable, high-gloss vinyl withstands the
elements and handling
Easy to apply and remove – bubble-free
application, no residue when removed
Go to lockboxwrap.com
to place an order
CCS Confidential & Proprietary
Customer Sessions
24
eKEY Growth: iPhone
eKEY app for Windows Mobile 10 targeted for Q3 2016
Investigating
Apple watch
Google Project Fi phones
(Nexus 6P & 5X)
Share (%) of Smartphone Subscribers
Nov-15 Feb-16Point
Change
Total Smartphone Subscribers 100.00% 100.00% N/A
Android 53.1% 52.7% -0.4%
Apple 43.1% 43.9% 0.8%
Microsoft 2.8% 2.5% -0.3%
Blackberry 1.0% 0.8% -0.2%
Top Smartphone Platforms
3 Month Avg. Ending Feb. 2016 vs. 3 Month Avg Ending Nov. 2015
Total U.S. Smartphone Subscribers Age 13+
Source: comScore MobiLens
Annual Share Trends Android .1% Apple 2.2% Microsoft - 1.0% BlackBerry - 1.1%
CCS Confidential & Proprietary
Customer Sessions
25
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
• Ability to check-in and check-out keyboxes to agents
CCS Confidential & Proprietary
Customer Sessions
26
Thank you!
We appreciate the opportunity to serve you
and your membership!