SentriSmart™ & RPR: Better Together

We are proud to introduce our new SentriSmart™ integration with RPR—a new feature in the Mobile App that will allow you to easily access all the detailed listing information you need. With this new function, REALTORS® will have the option to read property data immediately when the SentriLock lockbox key door opens. REALTORS® will have the ability to access critical and helpful information needed to conduct their business within seconds.

Ready to try out the new SentriSmart™ function? In order to enable your Listing Detail Integration program to work seamlessly with SentriSmart™, visit the Settings tab within the SentriSmart™ App. Check that the Enable Listing Detail Integration toggle is enabled, or green. From there, you may select the Listing Detail Integration program you wish to use.

After enabling the Listing Detail Integration, go to your Properties list and select the listing you would like to use the RPR function with. Enter your PIN when prompted, then press Open. The RPR Listing Detail Integration prompt will appear on your screen—select View Property Details and you will be redirected to the property details page in the RPR App.

This new function is available NOW within the SentriSmart™ Mobile App! Try it for yourself by downloading it from your iTunes or Google Play.

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DOWNLOAD PDF to learn more.

Look for SentriLock at the REALTORS® Legislative Meetings & Trade Expo!

SentriLock is thrilled to be a featured exhibitor at the REALTORS® Legislative Meetings & Trade Expo on May 11-12th in Washington, D.C. The Trade Expo is an exciting event for the real estate industry, featuring the latest in services and products from industry-leading companies. The SentriLock Team is looking forward to spending plenty of time with Expo attendees, sharing information about new and improved features available through the SentriSmart™ Mobile App. We’ll be excited to hear from this year’s attendees on how we can better meet their needs and provide solutions in the best possible way.

A team of thirteen enthusiastic and knowledgeable SentriLock representatives will be at the Trade Expo. We’re incredibly proud of our entire SentriLock Team and believe our people will make our booth stand out. These thirteen team members will represent a mix of different roles from within SentriLock, showcasing a wide variety of expertise and ensuring we will be able to address all questions with thoughtful answers. Those representing SentriLock will include our CEO and leader, Scott Fisher; General Manager, Scott Richardson; National Sales and Marketing Manager, Greg Sheldon; Manager of Customer Care and Retention, Rob Tipton; Regional Director of Sales, Kim Roller-Hoereth; Regional Director of Sales, James Reynolds; Regional Director of Sales, John Warner; Account Manager, Rachel LeClaire; Account Manager, Dan Kinzie; Customer Relationship Manager, Erika Tirey; Customer Relationship Manager, Andrew Bockelman; Sales and Marketing Representative, Brett Jones; and, Marketing and Graphic Design Specialist, Julia Robinson.

To kick things off, SentriLock will be hosting a Pre-Expo Reception on Tuesday, May 10th from 5:30-6:30 PM so Expo attendees may mix and mingle with the SentriLock representatives, and enjoy cocktails and appetizers. This SentriLock Reception will take place in the beautiful Marriott Wardman Park Hotel, Mezzanine Level, Wilson Room C. Don’t forget to register at www.sentrilock.com/sentrilockreception .

Also, be sure to stop by Booth #510 and say hello to your friends at SentriLock!

 

LEVERAGE ANALYTICS FOR YOUR ADVANTAGE

At SentriLock, we strive to provide exceptional customer service and superior products.

Beyond our state-of-the-art lockboxes and the technology that supports them, we offer an invaluable – though sometimes overlooked – benefit to our Customers. These tools come in a wide variety of metrics, analytics and visual data that provide vital insight into understanding your business, agents and SentriLock products and their usage.

By simply logging into the SentriLock Lockbox Website, Administrators can view a variety of reports, with corresponding charts and graphs providing metric analytics. This data reveals a snapshot of system activities month-by-month and over the past year. It can be used for internal decision-making, training, comparisons, presentations and more.

Here is a brief description of some of the various reports available:

BREAKDOWN OF ACCESS BY TYPE

This analysis shows how agents are opening SentriLock lockboxes: by SentriCard®, Bluetooth® access, the SentriSmartTM Mobile App or One Day Codes. Reviewing this data can help determine how agents are accessing lockboxes in your area. This report will also help you track the adoption of the SentriSmartTM Mobile App and the usage of One Day Codes.

SPEED OF ACCESS REPORTING

This data set demonstrates speed of access reporting for a Customer compared to the national average. This information will help you analyze how quickly your listing agents are notified of a showing and can solicit feedback to help progress their sales process.

AVERAGE SPEED OF ANSWER

This report details SentriLock’s customer service center’s average speed of answering calls. It is a phenomenal tool to track how quickly SentriLock is able to provide your agents answers when they call our support center.

TOTAL ACCESSES BY MONTH

This set of data compares the total access by month. The National Association of REALTORS® uses it to compile a foot traffic report that predicts home sales for the next quarter. Examination of these numbers can lead to specific insights about trends in your area!

6 Distinct Advantages of the SentriLock Bluetooth® REALTOR® Lockbox / SentriSmartTM Mobile App

The SentriLock Bluetooth® REALTOR® Lockbox and the SentriSmartTM Mobile App provide secure, easy mobile lockbox access with a host of tools and benefits for REALTORS®. The new Bluetooth® REALTOR® Lockbox offers a variety of features, including opening the key compartment, releasing the shackle, and loading your personal settings onto lockboxes using only your smartphone or tablet. Additionally, the app provides useful real-time reports and data that can be utilized to request immediate feedback on showings or provide a secure one-day access code, increasing showings and closings. The downloadable document will provide an overview of the benefits and features of the Bluetooth® REALTOR® Lockbox and SentriSmartTM App, including its distinct advantages for both showing and listing agents, as well as a summary of potential upgrade scenarios for current SentriLock customers.

Spotlight on Customer Care

SentriLock’s Customer Care program delivers personal, award-winning, U.S.-based support to organizations large and small. Recently, we have gone even further to improve our already stellar customer service, adding staff, refining processes and reinforcing a company culture that prioritizes extraordinary customer experience.

Earlier this year, two account manager positions were added to our customer care team. These service experts work proactively with the customer relationship department, reaching out to existing customers to solicit feedback about our products and services, then analyzing and sharing that information to trigger improvements. Additionally, the call center staff has increased by 20%, ensuring that customers do not experience a delay when they call for support. On average, customers calling for assistance with their lockbox wait no more than 45 seconds, and agents are never left stranded or unable to access their lockbox, even if they have forgotten their keycard or phone.

Continuous feedback is an integral element in maintaining and improving excellent customer service. Each call to SentriLock customer care is tracked and generates a quick survey to the customer who made the call inquiring about his or her satisfaction. Our goal for that measurable is to reach 90% satisfaction every month. Data shows that number remains between 89% and 92% each month. On the rare occasion that a customer reports a problem, an assistant manager follows up with a call to personally discuss ways in which the experience could be improved.

We also send a quarterly survey to the association leadership regarding their satisfaction with SentriLock’s products and services. That number has never dropped below 94% over the past nine quarters.

As an ISO 9001: 2008 certified company, SentriLock is constantly striving for improvements in quality, customer satisfaction, processes, and procedures. Feedback and data from these surveys are continually solicited and analyzed to increase future enhancements to the customer care system. If our numbers for customer satisfaction ever fall below our goal, we examine the issue, decipher the problem through ISO and take the necessary steps of action to correct the process.

Dedication to customer service is ingrained into the SentriLock corporate culture. Over the past two years, there has been an increased focus on refreshing and reintroducing our values and mission statement. From visual reminders posted around the workplace to incorporating them into our quarterly town hall meeting, our mission and values are integrated into everything we do and every decision we make.

A “Right Fit” committee interviews every candidate for employment, discussing the company’s mission, vision and core values. This review is intended to ensure that each new hire, despite professional proficiencies, is a match with SentriLock’s customer-focused corporate culture.

Investment in employee satisfaction and growth is also critical to outstanding customer care. SentriLock provides a variety of training and professional development opportunities for its employees, including multiple programs and soft skills training, with some on site and online offerings. The company has also increased focus on work life balance issues, including the opportunity for flexible schedules and working remotely. We have found that happy employees living out their values build the foundation for satisfied customers.

SentriLock is 100% owned by the National Association of REALTORS® — America’s largest trade association representing over 1 million members involved in all aspects of the residential and commercial real estate industries. NAR’s primary focus is ensuring their agents and customers are supported, engaged and satisfied. We are committed to helping fulfill that mission.

NAR ownership also provides an uncommon level of stability and assurance to our customers that our products, our services, and our support staff will be here for the long haul. We look forward to continuing to provide unparalleled customer service, care and innovation for years to come.