Enhancements to Supra’s Support Line

Updates make support quicker and more efficient

At the end of last year, Supra announced some enhancements that are useful for agents who need to speak to a support representative. Now, when you contact Supra for support, you can enter your serial number and automatically be directed to the correct support representative.

Instead of being required to select from a menu, you will be directed based on your key type, the status of your key, or the status of your account. This means that you will spend less time on the phone.

Here are the key benefits of the new phone system:

  • When calling in, agents will be asked to enter their key serial number and PIN code. This will help confirm that the key is in the possession of the authorized user. The serial number is then used to direct their call to the correct support representative.
  • Because the system knows what kind of key the agent has (based on the serial number), it helps ensure that the agent is connected to the correct representative. In this way the agent can get their questions answered quicker.
  • If a customer doesn’t know their serial number, they will still be able to get assistance by choosing to be directed to a support representative.
  • In some cases, the new system may advise callers to contact their MLS directly. This could happen under specific circumstances such as:
    • The keyholder is on “hold” or “inactive” status.
    • The keyholder is not paid at their MLS.
    • The keyholder’s broker office status is “hold” or “inactive”.

If you have a Supra ActiveKEY, just turn the key over to locate the key serial number. If you have eKEY software on your smart phone or PDA, here are instructions on how to locate your serial number:

Palm based eKey: Open the eKEY application. The very first screen will state the key number and if the key is updated.

Windows Mobile based eKey: Open the eKey Suite and select Options in the lower right hand corner of the screen and then choose “About.”

Blackberry based eKey: Open the eKey application, press the Blackberry Menu Button (the one with the cluster of dots) and choose “About.”



Supra Lockbox Activity – Updated Through Week of March 29 – April 4

Activity down during Easter weekend

 
When comparing the week of March 29 – April 4 with the week prior, the number of times an RMLS™ subscriber opened a Supra lockbox decreased 19.5% in Washington and decreased 12.1% in Oregon.

Click the chart for a larger view

Archive

View an archive of the Supra lockbox statistical reports on Flickr.



Supra Lockbox Activity – Updated Through March 28

Washington down, Oregon slightly up

When comparing the week of March 22-28 with the week prior, the number of times an RMLS™ subscriber opened a Supra lockbox decreased 4.4% in Washington and increased 0.6% in Oregon.

Click the chart for a larger view

Archive
View an archive of the Supra lockbox statistical reports on Flickr.



Firmware Update for ActiveKEY – September 1

ActiveKEYSupra is releasing a firmware update for RMLS™ ActiveKEY users on Tuesday night, September 1.  If your ActiveKEY’s radio is turned on, the upgrade will happen automatically. To verify that your ActiveKEY’s radio is turned on:

  • Press your ActiveKEY’s On/Off button. The display should show “Ready for Use”.
  • If the display indicates that the radio is off, you can press “1” to turn the radio ON.

According to Supra, here’s what you can expect from the update:

The new firmware will improve your ActiveKEY’s performance in several ways.

The Showing Notification ON/OFF feature enables you to extend your ActiveKEY’s battery life (operating time between battery charges) by turning off Showing Notifications on your ActiveKEY. A Showing Notification is a text message that is displayed on the ActiveKEY when an agent opens an iBox. You may opt to turn off Showing Notifications on your ActiveKEY if you:

  • prefer to receive their showing notifications via email,
  • do not have active listings,
  • or do not use the showing notifications that are sent to your ActiveKEY.

With the new Battery Conservation feature, the ActiveKEY will no longer search for Showing Notifications during the off-peak hours of 9 p.m. to 9 a.m., Daylight Time. Our analysis shows that less than 2% of showings take place during this time. If you live in an area with poor cellular coverage, you may find that this feature increases your ActiveKEY’s battery life.

Finally, with the new Quick Charge feature it will take less time for your ActiveKEY’s battery to charge.

For a complete list of new firmware features, read: ActiveKEY Firmware Update 1.14

P.S. – Supra has also added a new “Safe Mode” feature if your key gets too hot. However, they still advise that you do not leave your key in spaces with extreme temperatures.