OneHome Town Hall Questions and Answers
On Oct. 1, 2020, Canopy Realtor® Association/Canopy MLS President John Kindbom held an online town hall meeting to ensure that members' concerns about OneHome were properly addressed.
CoreLogic leadership answered questions in real time from members in the audience and discussed the path forward for OneHome.
In the first section below is a transcript of questions that were asked and answered at the town hall, while the second section contains answers to questions that were asked but not answered due to time constraints.
Click on any question to navigate to its answer, or simply scroll down to read every question and answer.
You can also watch the full town hall video here.
Questions answered at the town hall
6) What do you say to Realtors® who want to opt out of OneHome?
7) Why does a client need to create an account?
14) Will the agent be able see the customer’s notes and favorites?
16) Why should Canopy MLS continue working with CoreLogic?
Answers to remaining questions
OneHome change requests
Questions about using OneHome
19) What if we don’t want there to be an option for our clients to be able to sign up?
24) Why can't I text the listing to my client?
Questions for CoreLogic
Questions answered at the town hall
1) Nearly all of us have good websites that can facilitate our client searches. What is the advantage for us to use OneHome?
If your preference is to use your own agent website, that’s great. The advantage of OneHome is that your MLS works very hard to augment and clean the MLS listing data from all of you as participants to ensure it is the most accurate and most timely. Another benefit of OneHome is listing alerts, and having real-time listing data at your client’s fingertips.
Consumers trust a strong national brand because they think national brands must have the best, most accurate data. We created the OneHome brand on purpose to give consumers a memorable place to go to get their listing data. We don’t want to compete agent and broker websites, but we do think it is important to give agents and brokers a national footprint.
2) Some agents say they’ve had more complaints from millennials than any other group. Where did CoreLogic perform beta testing, soft trials, etc., with potential consumers?
Part of the project management process is usability testing with consumer focus groups. CoreLogic tested OneHome with consumer groups at various stages in the home buying process to gauge consumer reactions throughout the development process, but there is nothing like a product launch to get real feedback. Now is when we are being as agile as we can to address the issues of actual users of OneHome.
3) Realtors® used to be able to see client portals as if they were the client, i.e., the BCC question. In that mode they were able to mark listings as “favorites,” or “trash” listings themselves. Now that is gone. Let’s talk about advantages, disadvantages, and why CoreLogic did that.
Taking BCC mode away was something we did on purpose. In today’s day and age of security and privacy, this notion that somebody is coming into your account and doing things, kind of without your knowledge in BCC mode, doesn’t really fly and doesn’t stand the test of time. Also, we have a vision for OneHome where consumers will share their portal – their information – with their social network. We took BCC mode away, but we are trying to reimagine it. We are having conversations about how we bring BCC mode back, but in a way that works for everybody, and allows us to move the space forward in a great way that complies with a consumer’s expectations about privacy and security.
4) One of the advantages of BCC was that agents could click on a listing they had previously sent, but now the system prompts them to sign in and log on, and they see that as an extra step. Tell us if that step is being eliminated, or if there is a way we can keep things open a little bit longer.
There is a delicate balance between convenience for agents and leaving the MLS wide open without any kind of security. The login is meant to protect the MLS. We extended the login time so agents don’t have to log in as frequently, but we don’t want to leave the door wide open where agents don’t have to log in. This is something we are working with our Clareity team to address how to make that better. How do we allow you to save your credentials on a mobile phone so it becomes easier, so we know it’s you, and so we’re not leaving the door wide open, but are still protecting the MLS’s greatest asset, which is your listing data?
Canopy MLS Support clarification: If you send an email from Matrix to the email address on your MLS account, whether directly, via BCC, or through an Auto-Email, the link in that email will take you to Matrix. If you have not recently (within the last eight hours) logged into the MLS on that device you will be asked to log in, but from that point forward any emailed links you click should take you directly to your results.
5) To address the confusion between OneHome and the Marketplace, can you confirm that the Marketplace has been disabled, but OneHome auto-emails are still going through?
Marketplace is 100% off. Nobody should be getting anything from the Marketplace. Consumers who reached out to a lender or insurance provider and made that connection during the brief period while Marketplace was turned on – if they’re in correspondence with a lender or insurance provider, that’s something that’s in the consumer’s hands. Otherwise, consumers shouldn’t be receiving anything related to the Marketplace at all.
OneHome, on the other hand, is the new Matrix portal. Auto-emails are now directing consumers to the OneHome platform.
If anyone has a customer who is receiving anything from LendingTree or an insurance aggregator, let us know, because that is in direct conflict with our agreement and it will stop immediately.
6) What do you say to Realtors® who want to opt out of OneHome?
They don’t have to use OneHome today, and not every agent does use OneHome, just as they didn’t all use the previous client portal. It’s not a matter of opting out – just don’t use it and set it up.
7) Why does a client need to create an account?
We’re asking a client to verify and validate information the agent already provided. When you are out on the internet there is a best practice when you sign up for a website that you verify that you are who you say you are. The goal there is to ensure the “insights” (i.e., favorites, rejects, notes and new searches) we are capturing for an agent are tied specifically to that consumer. Account creation allows us to verify that it’s them, so all of the insights delivered back to agents are in fact the consumer’s. In the old portal, you may not have realized it, but that link could have been forwarded around on the internet and shared on Facebook. Those insights that were delivered back to the agent would be from anyone who used the link and couldn’t be verified as from the specific consumer.
We wanted to give a path for consumers to stay connected to the agent without having to dig back through their emails to find a link as a way to get back to OneHome. They can go directly to OneHome.com, log in, be connected to their agent, and have all of the insights going back to the agent, new searches, and notes. The creation of a password along with the email that was provided is to follow internet best practices for security. It’s also to ensure that the insights provided back to the agent are real to that consumer’s account.
Consumers don’t have to create an account. They can look at the listings all day long that they receive from their agent, but we prompt them to create an account as soon as they interact with OneHome in a way that we need to tie to the right person. If they mark favorite, when they create a search – that’s when we need them to create an account.
8) Realtors® value the input from trusted service providers for their clients. Some Realtors® believe a failure on OneHome’s part was an assumption that Realtors® wanted to be in business with random transactional members through HomeAdvisor and LendingTree. Explain why there wasn’t a move to launch Marketplace solely with our populated referral members for lenders and insurance, etc.?
When we initially started looking at this, the question was could we find an aggregator that could be a supplement or a choice that would fall below a broker or agent’s affiliate recommendations. One reason we did that was for RESPA. When we had our legal counsel look at being able to create a Marketplace for broker affiliates and agent affiliates, we needed to provide a choice to the consumer that did not seem to have a single point direction that might violate or be seen as potentially violating RESPA.
One of the things that we are looking at now as we move forward is we realize in certain markets that is not something a market is going to want to have. What we are trying to figure out now is how can we create a new version of the Marketplace that potentially has a larger space for the broker affiliates and agent affiliates, is more interactive and allows for action versus just seeing the information, so that you can see their rates, you can contact them, things of that nature, directly through the Marketplace. But also, how do we do it in a way that we make sure we are not violating RESPA.
There are other companies we are talking to that already provide interactions with lenders that are already broker affiliates. We are trying to make sure we are protecting you and protecting us so that none of us are seen as violating RESPA. We know we missed the mark on this, and we’re going to correct it. We want this to be an experience that keeps the consumer connected to their agent.
9) If an agent doesn’t want to use OneHome, can an agent still email listings to a client without using OneHome?
Not with an auto-email from Matrix. There is the potential for agents to create PDFs, to create a report of listings they want to send to their client and send it through their own personal email. The auto-email is inherently connected to OneHome. Going forward we’ve heard loud and clear in several markets that agents want choices. We’re looking at how we can facilitate that, but I don’t have that answer today.
10) Some Realtors® believe the Marketplace looked like it was part of our recommendations. They want some clarity to the consumer that the Marketplace is not an individual agent recommendation. It links the data to recommendations in a business aspect, where we want to maintain the principal of neutrality. Does CoreLogic make money off of the Marketplace, and how do they do that?
First and foremost, we want to emphasize that we want to reimagine a Marketplace that works for agents. With the Marketplace as it is today, the partnerships with the service provider aggregators (LendingTree, Matic and Home Advisor) are not a paid placement model. There was a lot of thought put into the things that had high value, such as consumer privacy. Lenders and insurance providers have to match a product they have with consumer-disclosed information and the property address so the consumer is getting back a viable offer, not just an advertisement. If the consumer connected with that offer, and the service provider made a successful connection with the consumer, there was compensation to CoreLogic. It was secondary to our entire model, which was to license the product for use in the MLS. We want to launch a Marketplace that works for you while maintaining the necessary RESPA compliance on behalf of CoreLogic and agents and brokers. We’re fully committed to understanding what that looks like before we launch the Marketplace again.
11) If Realtors® say their clients are getting contacted by lenders or insurance vendors, how can Realtors® and consumers turn that off or make sure they are not being contacted anymore?
Marketplace has been fully disabled. There is no way for a consumer to engage with the Marketplace today in OneHome. If the consumer connected with a lender or service provider during the time the Marketplace was available in OneHome for Canopy, and the consumer now wants out of it, they need to work with the service provider to get disconnected, because the consumer made that connection. If they are still seeing communication, let us know and we’ll track it down. Our contractual agreements prohibit them from using consumer information except for the small requirement where the consumer reaches out and says they want to apply for their product.
If you can get a copy of the emails, let Canopy MLS know and we will chase that up.
12) Realtors® say they never know what their clients will see when they get an email using OneHome. Sometimes the email says there are two listings, but only one shows up. What are some ways you could support helping us know what our clients and customers are seeing?
The easy way is to add your email to their contact list. Make yourself a part of that contact group. You will be able to access their OneHome portal. The difference between that and BCC mode is that the consumer sees who is in that group. Me, my wife and my agent are able to see what is going on in this portal. It’s not how the product was intended to be used, but agents have certain customers who need a higher degree of hand holding or service, and that is a way to get around the removal of BCC today. As we move forward, we are imagining things like agent-recommended listings. This is just an early version of OneHome, and we’re not there yet.
[NOTE: Canopy MLS Support staff does not recommend this workaround. Every contact the agent adds their email address to will show up as a “Group” in the agent’s OneHome account, but there is no way to tell by looking which group is which. Once you’ve selected a group, you can check the drop-down menu at the top left to see which Auto-Emails are assigned to that “group” to figure out which contact you’re looking at. But for an agent with a lot of contacts, this is a bad idea.
In a group, the agent could see favorites and notes from that contact, and they could have a similar view to what the clients are seeing. This is available to agents in Matrix already. Agents are likely getting BCC copies of the emails, meaning adding themselves to the contact group means they’ll be getting two copies of every email.
An agent could get a massive number of listings added to their OneHome portal (separated into groups) depending upon the number of clients.]
13) We’re missing the fact that the agent creates the searches and works with the buyer to review the listings they see. Now consumers are creating searches and looking around. This creates tangential searches that aren’t streamlined with everything they want.
The search in the portal was introduced a few years ago. Consumers can do this on many different sites. One MLS does not allow consumers to search in the portal. Buyers don’t really know what they’re looking for. They work with an agent to set up a search and get info, but then go off and do another search. We let the agent know when the consumer has set up another search, and what they’re searching for. Maybe my consumer isn’t really telling me what they want. Maybe I need to reach out to them because they are searching in a different area or price range. Have a conversation about what you are really looking for. That feedback mechanism is critical to reconnecting the agent with the client to give the agent visibility into what the consumer is doing.
Maybe we need to create some level of “Tips and Tricks” so the agent can see what the customer is setting up as a search.
14) Will the agent be able see the customer’s notes and favorites?
Yes. There is a disconnect somewhere. Maybe we haven’t done a good job with training or with showing how that works.
Canopy MLS Support clarification: All of the touch points that you had with clients in the previous portal are still available in the OneHome portal. Some are now behind a password to keep all communication secure between the agent and their client. Agents have the ability to see the activities of their client in Matrix itself. The most recent activity is displayed in a home page widget, all activity is visible by selecting a contact from your Contacts list, and you can even visit the Settings page in your MLS account to subscribe to "Portal Notifications". These last items are emails or text messages that notify you when your clients have performed whichever actions you want to be notified about.
15) Agents want to see the Portal in one clear view to see the big picture. Right now what they are experiencing is they have to click through one email at a time or each auto-email they’ve ever sent. Is there a way they can see the entire conversation with the client in one interfacing or do they just have to go through each individual communication?
On the Matrix side in the contact panel you should be able to see everything your contact is doing. You see their favorites, their discards, when they’ve been in their portal, and if they’ve created searches. We’re trying to give you that overarching view of exactly what the contact is doing. It’s not in the frame of the portal, if that’s the question. That’s where the BCC mode comes back into the discussion, and it’s something that we’re trying to address.
16) Why should Canopy MLS continue working with CoreLogic?
The buck stops with me (Chris Bennett). I’m the general manager of CoreLogic Real Estate Solutions. We apologize for this experience. We missed the mark completely, but I also believe in Canopy and CoreLogic – not just the groups themselves, but the individuals: myself, Lucie, Amy, Anne Marie, John, and others. We have had a very strong and long trusted partnership to be your providers of MLS technology. I think we have done a tremendous job of doing that up until this point where we have certainly stubbed our toe in a huge way.
Our job as we see it as your technology provider and partner is to make sure we are providing you solutions that help your agents every single day to compete in this ever-changing marketplace. That was our goal. Did we miss the mark? Absolutely. Are we going to correct it and make sure this truly is the experience that helps us all move forward in this ever-changing world in a better way? Absolutely.
The communication we’ve had, the level of openness and trust that you have expressed to us and vice versa, is an extremely strong relationship. We are, I believe, the partner that you guys have always trusted us to be. We stubbed our toe. Mistakes happen, and we are correcting those mistakes. Our goal is to earn your trust and your business and your partnership every single day. I hope that’s what we’ve been showing since we were alerted to this mishap the day we launched.
CoreLogic is investing in you and your future. OneHome is a double-digit million-dollar initiative. Technology is not cheap. We really come to work every day with the intention of fighting for the agents and brokers and being on your side and being in your corner. And we’ve worked really hard for a very long time to build tools that facilitate the work that agents and brokers do every single day.
We are fully committed to engaging with the brokers and agents at Canopy. We’ve seen a lot of good recommendations come out of this, but we are fully committed to engaging in how we make this work for you all. At the end of the day I’ve spent a lot of time in the last 90 days since we launched OneHome spending time with agents and brokers understanding what they like and don’t like and how you all have unique ways in which you work with consumers. We want you to know that we heard you and we are fully committed to that work.
17) We as Realtors® understand the desire to be the source. Requiring an account encourages agents to send listings from other property technology sources. Agents send one-off listings all the time. The login requirement makes it a poor option. Any option to send one-off listings down the road without any login requests?
OneHome does not require anyone to create an account. Account creation on the consumer side is only required for the consumer to do something they want to save to their consumer profile. They should only be prompted to create an account when they do something that needs to be saved to their consumer profile.
Maybe we should have small focus groups see and walk through some of these things. I want to make sure we’re not missing something that we believe is workable. There is no frustration on our side. We just want to make sure it works. Maybe there are a few examples where we could meet with a particular agent who is experiencing this so we can see it firsthand. If you’re too far in the forest you can’t see the trees. We want to do everything we can to make sure we correct this for you.
Answers to remaining questions
OneHome change requests
1) Can we also move neighborhood back to the top of the listing? This is especially helpful for clients new to town.
We have received this request from several members and have submitted it to CoreLogic.
2) The email that goes to the client with the search updates used to show the MLS# for the property as well as the other basic info (address, price, etc.).
We have submitted a request to CoreLogic to make this change to the email text, along with a few other requested updates.
3) I've set up a search for myself with my personal email address. One thing that would be very helpful is for the listing I'm hovering over on the left to get highlighted on the map on the right. The old system did this and it was very helpful. Are there any plans to add this feature?
Hovering over a listing no longer highlights the listing on the map. However, clicking the map pin on the property card will recenter the map on this property and highlight the location of the listing. This change was made to accommodate mobile use, which does not have the ability to "hover" over an item.
4) The Planner has a transaction process that is not specific to either North or South Carolina and, as a result, is not consumer friendly. How can we disable the Planner?
There is no option for you to disable the planner. However, based on feedback we have received from other agents, we will be requesting the following changes to the Property Fit Planner:
- Add customization options, such as the ability to add custom steps or reorder the existing steps.
- Make the pop-up request to complete the planner appear less frequently.
- Add explanatory text that these are "general" steps involved in the process of purchasing property and are not necessarily specific to any one specific transaction.
Questions about using OneHome
1) I'm not sure if this was addressed yet, but are "possibilities" going to be added back in to OneHome?
While there were some clients who relied on "Possibilities," CoreLogic's research found that this was a rarely used option on previous versions of the portal. In an attempt to simplify the page selections, the "Possibilities" options was removed. All possibilities from the previous client portal were promoted to favorites in OneHome.
2) When I go into the portal my clients are not removing those homes that are closed. How can I access that?
If you sent your clients Closed status (or other off-market status listings) in direct emails, these messages will stay available as "Listings Sets" in OneHome for as long as your clients use their portal. The same is true if you included Closed status in the Auto-Email criteria - the listings in their search results will include those listings. In that case, you can de-select Closed status from their Auto-Email search criteria, and those listings will no longer show for your clients. You could also use a date range (""0-14"", for example). This will display listings that close within that range and automatically remove those that fall outside the range. This applies to all off-market statuses.
If your client saves a listing as a favorite, and that listing is later changed to an off-market status (such as Closed), this listing will remain as a favorite for your client. Just like with previous versions of the portal, they can visit their favorites list and un-click the heart icon to remove the listing.
3) Why was the "Preview" feature removed? I would often email a property to myself so I could copy the link to include in an extensive email with attachments for my client. This allows me to give personal service with added value. I can no longer do that because there is no longer a link. (asked by multiple people)
Previously, the "Preview" screen available from the "Email" page opened up a generic portal page - a portal that was not connected to an email address or Contact record. There is no equivalent generic OneHome page, though, as each page is directly linked to a specific email address. While it is unlikely that the "Preview" button itself will return to the MLS, we are looking at other similar options for linking to listings.
4) When I send listings to my clients from my personal email it asks them for permission to view it? How embarrassing. If I am sending it to them how do I give permission?
Previously, Matrix offered a generic portal page - a portal that was not connected to an email address or Contact record. There is no equivalent generic OneHome page, though, as each page is directly linked to a specific email address. When you send a listing to your email address, you are adding that listing to your OneHome portal - so your client will not be able to see this in their OneHome account. Sending the listing directly to your client from Matrix will take them to the listing without any other messages like this.
5) Will there be a change so that the consumer and agent will not need to log in everytime they receive a listing alert via email? I check my clients' emails every morning by being BCC'd on all email alerts to see first thing whether there is something we need to act on right away. Now instead of going straight to the MLS, I have to log in. This is an extra, unnecessary step.
Once your clients have logged in once they should remain logged in if they are accessing OneHome regularly. If they do have to log in, all browsers will save their email and password. For the agent BCC link to Matrix, we have extended the inactive log out time for both desktop and mobile.
Canopy MLS, CoreLogic, and Clareity (our login vendor) have made several changes to the login process for agents since the OneHome release to make this more user-friendly. At this time, you should only be asked to log in to the MLS at most once in any given eight-hour period for any given device. This means that if you receive a series of BCC emails first thing in the morning, you will be asked to log in to the MLS when you click through from the first email, but you should be taken directly to the listings for any subsequent emails. With that in mind, we are still working to improve the login process for mobile devices, which ask you to log in to Matrix more frequently than they should.
6) Where can I submit bugs and complaints that are being presented to me by my clients for feedback and updates on your end?
You can share any feedback or questions about OneHome or any other product or service offered by Canopy MLS with support@carolinahome.com.
7) As a career IT professional this entire experience is unforgiveable. I would have been fired if I lauched anything like this that screws up existing functions. Many communications about a listing are one off to someone that wants to stay up to date on homes in their neighborhood - they are FYI and don't require collaboration. I use a lot of auto-emails and they have gone to hell in a hand basket and there is no support. My clients are not happy and I'm not happy. I never know what my clients will see when they get an email. Sometimes a one-line MLS view, sometimes it shows two listings but only one shows, etc. No consistency. Where is my support to fix these issues?
After the townhall, Canopy MLS Support spoke with this member on the phone. There were several issues raised in this feedback that all required extra information in order for Support to help.
Support is available by either emailing support@carolinahome.com, calling 704.940.3159 or by submitting a ticket through the Matrix Help tab. This can be used for help with functionality, to request a fix or to report a bug.
8) On the same note as communicating with agents, we need an option where clients can email or text us the link listing they'd like to see. When my clients email me the link of a listing, I can't open the link (it says no access). So my clients then go to Zillow, etc., so they can easily send me the link.
If you subscribe to Portal Notifications in Matrix, you can receive an email or text message based on selected activities by your client. So, rather than asking them to text you links to properties, you could have them simply save the listing as a favorite or save a note to the listing and you will be notified immediately.
9) You are trying to make CoreLogic the center of the world. I already have to use phone, text, email, etc. That is more than sufficient for my communications with clients.
If you subscribe to Portal Notifications in Matrix, you can receive an email or text message based on selected activities by your client. This would allow you to still receive communications about activities via your preferred method, without requiring your clients to take action outside of their portal.
10) With regards to seeing what is in our client's portal, my understanding is that we can only get in if our client gives us their username/password, right?
Canopy MLS does not recommend anyone share their password, either agents or clients. With OneHome, as with previous versions of the portal, agents have the ability to see the activities of their client in Matrix itself. The most recent activity is displayed in a home page widget, all activity is visible by selecting a contact from your Contacts list, and you can even visit the Settings page in your MLS account to subscribe to "Portal Notifications". These last items are emails or text messages that notify you when your clients have performed whichever actions you want to be notified about.
11) Why have a secondary step to view listings that we, as Realtors®, are sending through our portal set ups? I've had several clients complain about this.
Clients need to simply click the link in the email to access the properties in OneHome. They have the option to create a login, but it is not required. We have extended the agent login to bypass the login for frequent visits.
12) Why is my client entering information for an account? It feels like a data gathering session beyond what the agent would have done. Do I see the houses they are looking at in one concise place so I can review details of the property efficiently for me, the agent?
Information your clients share with OneHome is not gathered by CoreLogic or provided to third-party vendors. This information is shared with you, their agent, though. All information entered into and actions taken on OneHome are shown to you on your Contacts list in Matrix.
13) I understand the desire to be the source, but requiring an account simply encourages agents to send listings from Zillow, etc. Agents send one-off listings ALL THE TIME to clients/friends/family/prospects, and the login requirement makes OneHome a poor option for this basic business activity. Could we create an option for agents to send listings without any login requests?
OneHome accounts are optional for your clients - they do not have to create an account at any time, and will continue to receive updates about listings you provide to them. The first time a contact visits their OneHome portal they will see a pop-up message giving them the option to create an account, and they can simply close this message if they do not want to create an account.
14) Is there a plan for a true tutorial on the portal for clients? Can the welcome videos in OneHome be defaulted to in the Matrix welcome message to our clients? (asked by multiple attendees)
We have requested for our vendor to add additional ""Help"" options for your clients to view on OneHome, and Canopy MLS will be publishing some options as well.
You can also share this YouTube link with your clients.
15) I would like the system to email me immediately when my consumer sets up a new search or edits my search in any way.
Clients may not modify Auto-Emails created by their agent in Matrix. However, you can subscribe to Matrix's "Portal Notifications" to be notified about several actions your clients may take. In Matrix, click your name at the top right of the page, then click "Settings". Click the "Portal Notification Settings" option, then select the actions you want notices about and how you would like to receive those notices.
16) Do you have a training schedule already set up to start fresh and go through the auto-emails, having the agent in the view, etc.?
Canopy MLS offers training on Matrix and related services as a member benefit. You can find the schedule here.
17) I’m looking at a client's search I sent them - an auto email that lets me see the results I sent, but there are an additional 43 emails sent with specific properties - I have to click each one to see which property it was. This is cumbersome and unnecessary since I know the info is available to me in single line with the data that I can click on to open the page if I don't see what I need right there. If they call me about King Street - I don’t know which one of these it is.
From your "Sent Email" list, you can see the specific listings included in a given message. To see all the results of an Auto-Email, hold your mouse over the "My Matrix" tab then select "Auto-Emails". Click the search name you are working with, then click the "Results" button. This list will also include the date the listing was most recently sent to your client, whether it has been saved as a favorite or dislike, and whether there are any notes on the listing.
18) We want one link to send to many people for one-off listings. We don't want to send emails via OneHome, but rather just the link we can text.
The client portal, whether the new OneHome version or previous portals, was designed to be used by a single client (or a small group of clients) rather than as a public information page. Public marketing of specific listings can best be handled by other options, such as the "Share" link available to listing agents, or an agent's website with an IDX search.
19) What if we don’t want there to be an option for our clients to be able to sign up?
Your clients are not required to create an account to use OneHome. However, there is no way to disable the option for them to sign up.
20) I still have never figured out how to sign up on OneHome, even after talking with an MLS Support representative. This is very frustrating.
This requires direct troubleshooting with Canopy MLS Support. New users on OneHome should see a "Create Account" button, returning users will see "Sign In".
21) In our experience, clients are prompted to create a login to see a single property. All we need is a quick print to PDF email attachment function to solve this.
Clients are prompted to create an account on OneHome, but this is optional. If they choose not to, they can close this pop up and will still be able to view properties. Matrix also has the ability to send PDFs - when you have your listing(s) selected, click the "Print" button in Matrix, select the report format you want to share, then click "Email PDF" at the bottom of the page.
22) I create "searches/auto emails" to update me on new homes that might meet the criteria of my client. I then vet these listings prior to sending to my client. I used to be able to just forward the email notification to my buyer. Now, with the new system, my buyer is unable to open the link. And so now I have to go back into the MLS, pull up the listing, then send. And even then, my buyers are still having issues opening the link.
In this situation, you could use "Concierge Mode" to do what you describe. By enabling this feature on an Auto-Email, updated listings are sent directly to you, rather than to your client. You can then select listings and "Approve" or "Reject" them. Approved listings are then sent to your client, while rejected listings are held back.
23) I am marketing to my neighborhood, showing active and sold properties. OneHome is just not working.
The client portal, whether the new OneHome version or previous portals, was designed to be used by a single client (or a small group of clients) rather than as a public information page. A public marketing page would generally be better served by an Internet Data Exchange (IDX) feed.
24) Why can't I text the listing to my client?
Matrix does not directly support sending text messages, but you can use your client's mobile "email to text" service to accomplish this. See our Knowledge Base article here.
25) I had a client that was sent another agent's OneHome Portal and they never clicked on a property from that agent. I am trusting CoreLogic with my data and that it would not be shared or poached by other agents. How can I be assured that this is not happening?
The client information saved in your Contacts list in Matrix is not available to any other agents using the MLS. However, a client may share their contact information with other agents, who could then save this information in their own Contacts list. Previous versions of the portal would create separate pages for the client to view, and relied on the client receiving an email to visit any given page. OneHome creates a single page for your client, making it a single source for all information. A client can click on their account icon at the top right of their page to see a drop down list of all agents available to them (meaning, those agents who have the contact saved in their MLS account).
26) The OneHome consumer search allows them to search for things (i.e., open concept) in their preferences. There is no way to search for such a thing. It's not a category in our MLS. This makes houses not be a good match, when in fact, they cannot possibly be sorted that way.
An upcoming update to OneHome is already in the works to correct the search options your clients see to make them match the data available in Matrix more accurately.
Questions for CoreLogic
1) I have some clients saying the schools listed in the portal are now flat-out wrong -- I am not sure if this is true or not since I can't see what they are seeing.
Canopy MLS has requested that CoreLogic display an explanation or help to be added alongside the "Nearby Schools/Districts" section of OneHome, and to move the agent-entered schools up to a more prominent location.
2) One of the complaints from one of my more rural clients is that OneHome is more difficult to load with a slower internet connection. Is the background infrastructure significantly larger than the previous version of the Portal?
The architectural backend of OneHome is net new, but is not in any way “larger” than the previous portal. As with any software application, CoreLogic continuously and closely monitors OneHome performance and seeks to make optimizations wherever possible.
3) In the Estimated Monthly Costs box on each listing through the OneHome portal, the Tax Rate feature displays bogus tax information for the property. How can this get resolved?
Canopy MLS has requested that CoreLogic display an explanation or help to be added alongside the "Tax Rate" field.
4) My problem with this is that it "appears" like yet another outside source, rather than from the MLS. I would rather have MLS in the name than OneHome, which is confusing.
This question was partially addressed live. Canopy MLS receives recognition from the email address that appears in the auto-emails. CoreLogic's consumer research influenced its approach here. A strong, consistent brand across MLS boundaries resonated with consumers as a strategy that would instill confidence in the scope and completeness of the data and experience. In addition, stricter control over content ensures that OneHome complies with Web Content Accessibility Guidelines to satisfy ADA requirements. Having said that, this version of OneHome is the earliest version of this application, and CoreLogic is open to exploration and discussion about future iterations and improvements.
5) Is there a timeline for fixing basic bugs, i.e., I send a new listing to a client and the link shows "no results." At this point, the help desk directs us to wait a few minutes and try again, which generally works.
Since launch, CoreLogic has experienced some intermittent issues with timeliness, specifically with respect to the synchronization of listing notification emails and data in OneHome. Each issue has been addressed and, in response, CoreLogic has built more robust monitoring and alerting in the application to make sure that everything is running as intended.
CoreLogic is following Agile software development methodology which enables them to deliver faster responses and adapt to change more quickly.