Brainforge Knowledge

2025-12-julie_it_systems

5 min read

Meeting Agenda: Julie - IT/Systems & Customer Rewards Program

Date: TBD (Week 1)
Duration: 1 hour
Attendees: Julie, Uttam Kumaran (Brainforge)
Location: ABC Office or Virtual

Meeting Overview

This session has two primary objectives: (1) Coordinate system access for Brainforge’s discovery work, and (2) Understand ABC’s customer rewards program. Julie owns both IT/systems coordination and the rewards program, making this a critical meeting for our Week 1 work.

Meeting Objectives

  1. Map ABC’s systems architecture and integrations
  2. Coordinate access to key systems for data analysis
  3. Understand security requirements and approval processes
  4. Document customer rewards program (structure, enrollment, engagement)
  5. Identify quick wins for rewards program awareness

Agenda (60 minutes)

Block 1: Systems Architecture & Data Flow (20 min)

Core Systems Overview:

  1. Walk me through ABC’s core systems

    • Evolve (scheduling, dispatch, FSM, billing) - How critical is this? Integrations?
    • Sage (accounting) - Data flows from where?
    • Dream (sales) - Who uses this? Integration with Evolve?
    • Call Source (calls, recordings, transcripts) - Data retention? API?
    • GreenRope (email marketing) - Integration with customer data?
    • Monkey Boy platform (website, Click to Buy) - How does this connect to Evolve?
    • Andi (Brainforge chat) - Current integration points?
    • Front (text messaging) - Integration?

  2. System integrations and data flows

    • Which systems talk to each other automatically?
    • Where is data entered manually vs. synced?
    • Any data warehouse or centralized database?
    • Where do systems NOT integrate that they should?

  3. Data ownership and quality

    • Who “owns” each system? (Admin access, primary users)
    • Where is the “source of truth” for customer data?
    • Any known data quality issues? (duplicates, sync problems, missing data)

Break (5 min)

Block 2: System Access & Security (15 min)

Access Coordination: 4. System access approval process

  • What’s the process for granting Brainforge access?
  • Typical timeline? (Days or weeks?)
  • Security requirements we need to meet?
  • SSO or individual account setup?
  • VPN or IP whitelisting needed?

  1. Priority access requests (Week 1)

    • Call Source: Full access to recordings, transcripts, metadata, historical data
      • Who do we coordinate with? Internal or Call Source vendor?
      • API access available or exports only?
    • Google Analytics: View access
      • Can coordinate through Monkey Boy or need ABC Google Workspace access?
    • Evolve: Read access to customer, booking, scheduling data
      • What level of access makes sense?
      • API or database export?
    • GreenRope: Email campaign data and customer lists
      • Read access level?

  2. Data security and compliance

    • Any PII handling policies we need to follow?
    • Data retention requirements?
    • Can data be exported for analysis or must stay in systems?
    • Any audit requirements?
    • Contracts or NDAs needed?

Break (5 min)

Block 3: Customer Rewards Program (15 min)

Program Overview: 7. Walk me through the rewards program

  • When was it launched?
  • What platform/system runs it?
  • How does it work? (Points, tiers, benefits?)
  • What rewards are offered?
  • How do customers enroll?

  1. Current enrollment and engagement

    • How many customers are enrolled?
    • What % of total customer base?
    • Active vs. inactive participants?
    • Redemption rates?
    • Most popular rewards?

  2. Marketing and awareness

    • How is the program currently promoted?
    • Email campaigns?
    • CSR mentions on calls?
    • Website visibility?
    • Yvette mentioned “done a lousy job of making customers aware” - what’s the challenge?

  3. Program performance

    • Do rewards members spend more or stay longer?
    • Any data on retention lift from program?
    • ROI on rewards costs?
    • What’s working? What’s not?

  4. Quick win opportunities

    • How could we better promote the program?
    • Email campaign to existing customers?
    • CSR script updates?
    • Website/Click to Buy integration?
    • What resources/budget exist for improvement?

Break (5 min)

Block 4: Integration Opportunities & Wrap-Up (10 min)

System Integration Opportunities: 12. Where do you see data integration gaps? - Systems that should talk to each other but don’t? - Manual processes that could be automated? - Reporting challenges due to siloed data?

  1. Analytics and reporting needs
    • What reports do you wish you had but don’t?
    • Where do you spend time on manual data work?
    • Dashboards you’d find valuable?

Next Steps: 14. Access coordination - Best way to stay in touch during Week 1? (Email, phone, Slack?) - Who else should we loop in for specific system access? - Any blockers you anticipate?

  1. Rewards program follow-up
    • Can you share enrollment/engagement data?
    • Program documentation or guides?
    • Would you want help designing a promotion campaign?

Follow-Up Items

From Julie:

  • Initiate access requests for Call Source, Google Analytics, Evolve, GreenRope
  • System architecture diagram (if exists)
  • Integration map (which systems connect)
  • Rewards program data (enrollment, engagement, redemptions)
  • Rewards program documentation
  • Contact info for key vendor reps (Call Source, Monkey Boy, etc.)

From Brainforge:

  • Complete system inventory spreadsheet
  • Document data flows and integration gaps
  • Propose rewards program promotion campaign (quick win)
  • Security/compliance documentation as needed

Key Questions to Answer

  • What’s the timeline for system access approvals? (Days vs. weeks?)
  • Is there a centralized customer database or data warehouse?
  • What % of customers are enrolled in rewards program?
  • What’s the #1 IT/systems challenge today?
  • Where are the biggest data integration gaps?
  • What would make rewards program more successful?

Documents/Data Requested

  1. System architecture diagram
  2. Integration map
  3. Rewards program enrollment data
  4. Rewards program engagement/redemption metrics
  5. Vendor contact list
  6. Security/compliance requirements doc

Prepared: December 3, 2025

Graph View

Backlinks