Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-10-16 Meeting participants: JanieceGarcia, read.ai meeting notes, Uttam Kumaran, YvetteRuiz, Amber Lin, Tim F
WEBVTT
1 00:04:00.000 ⇒ 00:04:01.230 Uttam Kumaran: Hello?
2 00:04:02.260 ⇒ 00:04:03.539 Uttam Kumaran: How’s everything?
3 00:04:04.180 ⇒ 00:04:05.929 JanieceGarcia: Good, how are you, Utam?
4 00:04:06.060 ⇒ 00:04:10.099 Uttam Kumaran: Good, Amber is back today, which I’m really happy about.
5 00:04:10.290 ⇒ 00:04:12.110 Uttam Kumaran: To work.
6 00:04:12.560 ⇒ 00:04:14.280 Uttam Kumaran: Double time this week.
7 00:04:14.280 ⇒ 00:04:24.229 JanieceGarcia: Yes, I know I sent her a thing yesterday, I was like, are we meeting today? Because I thought she was coming back yesterday, and I didn’t get a response, so I was like, oh, okay, maybe not.
8 00:04:24.230 ⇒ 00:04:27.850 Uttam Kumaran: No, I tell people if they’re taking time off to just, like, really…
9 00:04:28.110 ⇒ 00:04:34.890 Uttam Kumaran: Rest. Take it off. Some people get worried, which I’m really happy about, like, I also am worried about the company, but…
10 00:04:35.160 ⇒ 00:04:38.699 Uttam Kumaran: look, I… I want people… don’t want people to burn out, because I used to work at.
11 00:04:38.700 ⇒ 00:04:39.270 JanieceGarcia: Right.
12 00:04:39.270 ⇒ 00:04:40.200 Uttam Kumaran: I’d have to check.
13 00:04:40.530 ⇒ 00:04:44.510 Uttam Kumaran: my phone, even when I was off, And…
14 00:04:44.840 ⇒ 00:04:47.070 Uttam Kumaran: My boss wasn’t, like, very, like.
15 00:04:47.370 ⇒ 00:04:53.540 Uttam Kumaran: don’t check. And these days, like, I’m like… like, Amber, at one point, I think,
16 00:04:53.840 ⇒ 00:05:00.200 Uttam Kumaran: checked in, like, a few days ago, and I was like, things are going well, don’t worry. We’re figuring it out, so…
17 00:05:01.270 ⇒ 00:05:06.490 JanieceGarcia: Yvette tells me that she’ll… If you’re taking PTO, get off your stuff.
18 00:05:06.720 ⇒ 00:05:12.310 Uttam Kumaran: It’s hard to do when it’s, like, everything you did every day, you know, and .
19 00:05:13.830 ⇒ 00:05:14.780 JanieceGarcia: break away.
20 00:05:15.460 ⇒ 00:05:17.080 JanieceGarcia: Hi! Welcome back.
21 00:05:18.340 ⇒ 00:05:20.510 Amber Lin: Yeah, nice to see you both.
22 00:05:22.530 ⇒ 00:05:25.169 YvetteRuiz: How was time with the family?
23 00:05:25.170 ⇒ 00:05:44.090 Amber Lin: It’s very nice, it’s strange to see my brother so big, because the last time I saw him was 2 years ago, and 2 years ago, he was 3, and then time before that, because I only saw him 2 times before then, time before that, he was not even 1, so he was this big.
24 00:05:44.170 ⇒ 00:05:47.799 Amber Lin: Well, this big. And then he was, like, a…
25 00:05:48.330 ⇒ 00:05:54.400 Amber Lin: Like, a third of me tall, and then now he’s half of me tall, so it’s… it’s very bizarre.
26 00:05:54.580 ⇒ 00:05:55.140 JanieceGarcia: Hmm…
27 00:05:55.140 ⇒ 00:05:56.270 Uttam Kumaran: What’s his name?
28 00:05:57.350 ⇒ 00:06:12.710 Amber Lin: We just gave him an English name, so we named him Leo, but, like, I feel like he’s gonna find a name for himself in the future, because we don’t have legal English names, it’s just… I picked Amber as well, so,
29 00:06:12.940 ⇒ 00:06:18.170 Amber Lin: It… We’ll see what he finds interesting for his own name.
30 00:06:20.140 ⇒ 00:06:20.680 YvetteRuiz: What…
31 00:06:20.680 ⇒ 00:06:22.039 JanieceGarcia: It’s his personality.
32 00:06:22.040 ⇒ 00:06:22.940 Uttam Kumaran: Yes.
33 00:06:23.430 ⇒ 00:06:26.129 Amber Lin: I think Leo fits pretty well, I think he’s very…
34 00:06:26.130 ⇒ 00:06:27.110 Uttam Kumaran: That’s a cool name.
35 00:06:27.110 ⇒ 00:06:31.399 Amber Lin: They’re very brave, very, talkative.
36 00:06:32.420 ⇒ 00:06:36.090 Amber Lin: Very extroverted, so it was very nice.
37 00:06:36.380 ⇒ 00:06:38.460 YvetteRuiz: We’re good, that’s awesome. Yeah.
38 00:06:42.110 ⇒ 00:06:42.830 YvetteRuiz: Okay.
39 00:06:42.830 ⇒ 00:06:43.540 Amber Lin: Okay.
40 00:06:44.580 ⇒ 00:06:48.019 YvetteRuiz: I know Steven’s not going to join us today.
41 00:06:48.300 ⇒ 00:06:53.149 YvetteRuiz: I am not certain about Matt. I met with Matt earlier, but I don’t know if he’s going to…
42 00:06:53.150 ⇒ 00:07:09.119 Amber Lin: I saw that he declined the invite, so I don’t think he will be here. Okay. I just got back this morning. I did catch up with the team, so I know what’s going on. So I’ll share screen and we can go through some of the main…
43 00:07:09.360 ⇒ 00:07:14.800 Amber Lin: Updates… Okay.
44 00:07:16.730 ⇒ 00:07:19.910 Amber Lin: Let me switch places so I have better audio.
45 00:07:23.470 ⇒ 00:07:30.150 Amber Lin: So the main thing I want to talk about first is the usage that we’ve been seeing.
46 00:07:30.750 ⇒ 00:07:40.740 Amber Lin: We had really, really good progress, well, before I went on PTO, so on that week, we actually exceeded our goal, and I just checked…
47 00:07:41.170 ⇒ 00:07:49.950 Amber Lin: So, I just checked today, and up until today, so on the 16th, we’re seeing less usage the past 2 weeks.
48 00:07:50.660 ⇒ 00:08:07.630 Amber Lin: And I… I know that Monday, you guys might have been off, so that might be a reason, but overall, I think we… we can look at why was the usage so high two weeks ago, and why are we seeing a little bit of a decline now?
49 00:08:09.970 ⇒ 00:08:11.650 YvetteRuiz: I mean,
50 00:08:11.850 ⇒ 00:08:30.250 YvetteRuiz: I feel, this is… no, I don’t feel, I know. If someone’s kind of rallying and pushing, like, two weeks ago, I put that big ol’ push and everything, and emphasis, and get on, and we got more people on, and then everyone’s hyped up, and then, you know, if everybody gets busy, then they kind of…
51 00:08:30.310 ⇒ 00:08:39.100 YvetteRuiz: Oh, okay, well, so it’s, again, going back in there, and getting everybody back on track again.
52 00:08:39.220 ⇒ 00:08:41.360 Amber Lin: With the usage of it.
53 00:08:41.409 ⇒ 00:08:47.039 YvetteRuiz: I do know that there’s a couple of players that I still need to add, from the home improvement team.
54 00:08:47.140 ⇒ 00:08:53.410 YvetteRuiz: And I know Commercial’s eager to jump on as well, so… but that’s kind of my take.
55 00:08:53.760 ⇒ 00:08:56.359 Amber Lin: I see. So,
56 00:08:56.590 ⇒ 00:09:09.940 Amber Lin: what’s blocking us from… is there anything we should do before we add, commercial, or is all their information in as well? Do we need to create a central doc for them? What’s the process like there?
57 00:09:11.360 ⇒ 00:09:16.589 JanieceGarcia: Because they do have… they have their own processes, too, so I would… I would…
58 00:09:16.960 ⇒ 00:09:19.630 JanieceGarcia: Thing, we would do the central dock.
59 00:09:19.790 ⇒ 00:09:22.220 JanieceGarcia: Okay. As well as we did for the other ones.
60 00:09:22.700 ⇒ 00:09:32.169 Amber Lin: It’s commercial… I know each department has their commercial, so do we need to do that for each of the departments? Or…
61 00:09:32.300 ⇒ 00:09:39.129 Amber Lin: Is it… commercial just a big clump of all the different departments. How does it work?
62 00:09:39.720 ⇒ 00:09:57.589 YvetteRuiz: It is, with the exception of mechanical for now, but for the most part, the commercial division has… they handle every lawn customer, pest customer, home improvement customer, all the calls go to their department, and they do have their own processes and protocols, that they have.
63 00:09:58.010 ⇒ 00:10:02.399 YvetteRuiz: As far as, like, some service scheduling. I… I know that…
64 00:10:02.890 ⇒ 00:10:21.879 YvetteRuiz: right now, they’re using a lot of the residential stuff, which I worked… I met with them on Monday, because we were doing a deep dive into their, training and their material. So that’s kind of why it… they kind of brought up, like, we really want to get in Andy, because we’re kind of just using residential stuff. So, I mean…
65 00:10:22.130 ⇒ 00:10:26.400 YvetteRuiz: they should be able just to get… create a central doc with them and get them going.
66 00:10:26.970 ⇒ 00:10:45.309 Amber Lin: Okay. Let’s get that scheduled. Actually, let’s create a group chat so I can get all the docs, and I can start creating it, because I know they probably have their own zip, like, spreadsheets and all that, so maybe we can schedule it either later tomorrow or early next week, and then we can get started on that.
67 00:10:47.900 ⇒ 00:10:59.769 JanieceGarcia: And I wanted to ask, too, with Lawn and lawn’s fully in there, and I do have, my session with Lawn tomorrow, tomorrow morning, but with them…
68 00:10:59.770 ⇒ 00:11:09.600 JanieceGarcia: Is the lawn zip codes? Like, who is the lawn mowing tech, or who… what’s the crew in this zip code, or who’s the lawn care tech in this zip code?
69 00:11:09.670 ⇒ 00:11:12.430 JanieceGarcia: now in there, do we know if those have gotten in there?
70 00:11:12.860 ⇒ 00:11:25.269 Amber Lin: Yeah, I actually just met with the team today, so we got access to the spreadsheet, so we found where it is, and Casey’s working on it right now. I think it will either be,
71 00:11:25.450 ⇒ 00:11:35.630 Amber Lin: later tomorrow, we’ll be able to do that, because we do want to do some testing, because the format is a bit different from the previous Skills in Zip Sheet, so we need to clean it up before we add it.
72 00:11:37.880 ⇒ 00:11:46.549 Amber Lin: I’ll keep you posted on when that’s done. I think that’s our… I told him that this is our main priority of getting this fixed before we do other triage issues.
73 00:11:48.110 ⇒ 00:11:54.540 YvetteRuiz: Hey, Amber, I’m going to email you, and I’m gonna put the two,
74 00:11:54.540 ⇒ 00:11:57.290 Amber Lin: leaders or commercial on there. Awesome.
75 00:11:57.290 ⇒ 00:12:01.089 YvetteRuiz: And I’m… cause I’m gonna let them know that we’re gonna start getting them going.
76 00:12:01.240 ⇒ 00:12:03.649 Amber Lin: Awesome.
77 00:12:08.460 ⇒ 00:12:16.570 Amber Lin: Do you think Tuesday is a good time to meet with them? I can grab their documents. I’ll send them the requirements of what documents we need.
78 00:12:17.650 ⇒ 00:12:35.429 YvetteRuiz: I think they’ll… I’m pretty sure they’ll be okay with that. Okay. I think right now is perfect timing, because we’re making some changes, with that department, so I think… and they’re getting ready to start working on, training plans and stuff like that come November, so I think right now is the perfect time.
79 00:12:35.580 ⇒ 00:12:37.320 Amber Lin: Awesome. Okay.
80 00:12:39.550 ⇒ 00:12:45.740 Amber Lin: Yeah, and looking at our… So this week is a lot lower than last week.
81 00:12:45.740 ⇒ 00:12:46.520 YvetteRuiz: Woohoo!
82 00:12:46.520 ⇒ 00:12:51.160 Amber Lin: it is a shorter week, so we had less time.
83 00:12:51.370 ⇒ 00:12:56.200 Amber Lin: But are we… did we do the working session yesterday?
84 00:12:56.370 ⇒ 00:12:57.680 JanieceGarcia: It’s tomorrow. I traveled.
85 00:12:57.680 ⇒ 00:12:58.200 Amber Lin: Oh, okay.
86 00:12:58.200 ⇒ 00:12:59.370 JanieceGarcia: Gotcha.
87 00:12:59.370 ⇒ 00:13:00.330 Amber Lin: Gotcha, I see.
88 00:13:00.330 ⇒ 00:13:01.040 JanieceGarcia: is tomorrow.
89 00:13:01.330 ⇒ 00:13:09.800 Amber Lin: Probably also because of that, because I think whenever you meet with them, they also get a bump of, oh, I remember that Andy exists, so they use it.
90 00:13:10.680 ⇒ 00:13:20.300 YvetteRuiz: Yeah, we just need to be… do a better job as leaders to continue banging that drum. There’s the information, you know,
91 00:13:21.360 ⇒ 00:13:36.170 YvetteRuiz: meeting with the sit-alongs that each manager did with their people. Again, I asked for the feedback to be sent to me, and I’ve yet to… and it’s kind of like, sometimes I gotta pull… okay, send me the information, send me the information.
92 00:13:36.170 ⇒ 00:13:41.950 Amber Lin: Should it… should… should we continue having that? Because I feel like I don’t want…
93 00:13:42.000 ⇒ 00:14:02.770 Amber Lin: I don’t want only you and Janiece to be the only person doing that, because it’s… the more people we add, the more nudges you’ll have to do, and there’s going to be a lot of people. Can, say, Tara, Patricia, can they also help with having working sessions, or doing more sit-alongs, so they can help carry some of the burden that you guys are doing right now?
94 00:14:04.620 ⇒ 00:14:05.010 JanieceGarcia: I am.
95 00:14:05.010 ⇒ 00:14:11.050 YvetteRuiz: I think that’s kind of part of the… of some of the delay, because that’s who… that’s who we go nudge.
96 00:14:11.500 ⇒ 00:14:11.940 Amber Lin: Hmm.
97 00:14:11.940 ⇒ 00:14:26.270 YvetteRuiz: I go… that’s who I go nudge, is the manager, so I… Tara, Cass, Brenda, where are we at? Shannon, where are we at with, the Andy usage and sit-alongs and stuff like that, so,
98 00:14:26.690 ⇒ 00:14:28.240 YvetteRuiz: But we’ll continue working with them.
99 00:14:28.670 ⇒ 00:14:29.480 Amber Lin: Okay.
100 00:14:31.050 ⇒ 00:14:32.020 Amber Lin: Not sure.
101 00:14:32.910 ⇒ 00:14:50.410 JanieceGarcia: And you can see the ones, for sure, that are constantly in it. I wanted to ask, too, Amber, and I wanted to ask this in our meeting yesterday, with, like, Brian, I’ve noticed, and I think he’s the only one that really does that, but with Brian and the request that he’s sending.
102 00:14:50.880 ⇒ 00:15:01.810 JanieceGarcia: Was there a way that we were able to differentiate between ABC and Kim Free? So if he’s asking for residential inspectors, it’s not giving him an entire list?
103 00:15:02.500 ⇒ 00:15:21.169 Amber Lin: I actually… I actually tried when I saw his request, like, a while ago, and if he specifies… if we specify ABC res pests, it only gives ABC. But because both ChemFree and ABC does have residential pests, if he doesn’t specify, then Andy.
104 00:15:21.170 ⇒ 00:15:22.130 JanieceGarcia: Which one?
105 00:15:22.130 ⇒ 00:15:29.580 Amber Lin: Yeah, if he says chem-free, or says ABC, it would just give ABC residential pest.
106 00:15:29.580 ⇒ 00:15:32.350 JanieceGarcia: Okay, I’ll get with him then, that’s not a problem.
107 00:15:35.670 ⇒ 00:15:47.780 Amber Lin: And I assume… I think… I don’t think you guys have started to use the update forms, so I think I’ll… next week when we meet, I’ll walk you through how we do that.
108 00:15:47.780 ⇒ 00:16:03.099 Amber Lin: And Janice, I remember you gave me an example, and Casey did end up using the form to update us, so if you have any more examples, you can give me… give that to me, and I can prepare a walkthrough for when we meet of how we can use these, these forms.
109 00:16:03.100 ⇒ 00:16:05.989 JanieceGarcia: That was the last update that we have gotten, so…
110 00:16:08.440 ⇒ 00:16:14.679 Amber Lin: Sounds good. And we also have a log of all the updates, so we can trace back if anything went wrong.
111 00:16:18.090 ⇒ 00:16:18.810 Amber Lin: Yeah.
112 00:16:21.010 ⇒ 00:16:31.049 Amber Lin: I think the next one is, I know Steven and Matt are still talking about the expansions, but would you know if there’s any updates on that end?
113 00:16:32.790 ⇒ 00:16:33.389 Uttam Kumaran: Yeah, I…
114 00:16:33.390 ⇒ 00:16:35.469 YvetteRuiz: I spoke to Matt this… okay, yeah, I’m good.
115 00:16:35.470 ⇒ 00:16:42.740 Uttam Kumaran: Oh, sorry, yeah, I owe Matt and Steven a bit of an update on how our features are going to compare with CallSource.
116 00:16:42.920 ⇒ 00:16:50.249 Uttam Kumaran: So that’s the latest. I think we spoke with them last week, so Sam and I produced the document, I just haven’t shipped it out yet.
117 00:16:50.430 ⇒ 00:16:54.190 YvetteRuiz: Yeah, that’s what Matt mentioned today, because we’re…
118 00:16:54.350 ⇒ 00:16:58.960 YvetteRuiz: Yeah, he was saying that he was waiting for some information.
119 00:17:00.790 ⇒ 00:17:03.169 Amber Lin: Okay, I’ll keep an eye there.
120 00:17:07.660 ⇒ 00:17:18.969 Amber Lin: And if I… I’ll go through all the tickets, and I’ll send you an update similarly as I did, I think, 2 weeks ago, on what we are currently working on.
121 00:17:19.010 ⇒ 00:17:30.750 Amber Lin: I have not had time to go through everything, so this is not a complete list, but I’ll send you the email so you can send it to everyone. I’ll try to make it every week, so the CSRs also get updated.
122 00:17:30.750 ⇒ 00:17:36.380 YvetteRuiz: That would be great. I know that the last one I sent out, I got a lot of good, positive responses from it. Awesome.
123 00:17:36.380 ⇒ 00:17:36.880 Amber Lin: Awesome.
124 00:17:38.490 ⇒ 00:17:49.760 Amber Lin: And I think, lastly, Utam, I remember you wanted to talk about how we streamline triage issues. Do you want to bring it up here, or is it more of an internal, how I should do those things?
125 00:17:49.760 ⇒ 00:18:03.609 Uttam Kumaran: Yeah, mainly we just have, like, you know, I think we have almost, like, 30 or 40 tickets for triage, so I just want to make sure that our team, we can handle that as… alongside building new features, and then, Janiece, that you’re clear on, like, once
126 00:18:03.740 ⇒ 00:18:10.119 Uttam Kumaran: we fix whatever the problem is, you’re clear that you can go in directly to Linear and see the updates.
127 00:18:10.450 ⇒ 00:18:18.349 Uttam Kumaran: So for us, like, we kind of plan our weeks on, like, a weekly basis, so ideally, what I’m hoping for is that as we get work done, we basically…
128 00:18:18.610 ⇒ 00:18:31.129 Uttam Kumaran: bit for review, and then at the end of the week, we’re just gonna kind of move things to done. I just want to make sure that you’re aware of that, because our team, they get measured by the amount of stuff they get done in a week, but if the tickets sort of linger.
129 00:18:31.240 ⇒ 00:18:42.319 Uttam Kumaran: then they’re gonna get dinged, so I want to make sure that they’re… if they get the work done, then they can sort of leave it for review for, like, a day or two, and then they can just mark it as done, if that’s okay.
130 00:18:43.610 ⇒ 00:19:02.749 JanieceGarcia: So, and I like the way, and I see them, like, whenever, Casey or Amber… because we’ll do screenshots back and forth to each other, and so I know, it’ll be… if I… if I agree, I’ll just go and mark it done. Or if they know that it’s in there and it’s correct, they’ll mark it done. So, the way I think.
131 00:19:02.870 ⇒ 00:19:08.339 JanieceGarcia: Knowing that, and then being able to know that the… the screenshots are there has really helped, too.
132 00:19:09.240 ⇒ 00:19:26.169 Uttam Kumaran: Cool, perfect. And you can just put it… there’s a client review, that’s where we would be moving things, unless there’s something, like, for example, we push something that needs to go reviewed by me or someone else, so we’ll just throw it all into there, and then at the end of the week, we’ll kind of close out whatever’s remaining. We can always…
133 00:19:26.170 ⇒ 00:19:26.620 JanieceGarcia: Okay.
134 00:19:26.620 ⇒ 00:19:27.479 Uttam Kumaran: Move it back.
135 00:19:27.620 ⇒ 00:19:44.639 Uttam Kumaran: So if you say, like… and this is where, also, if we realize that we moved a ticket to done, and actually there was added things, we can just move it right back, so there’s no cost to that. It’s just we’re operating as, like, try to close as much out in a week, and that’s what we measure for our efficiency, so that’s all.
136 00:19:44.900 ⇒ 00:19:52.920 JanieceGarcia: Perfect. And so, then I’m… I guess I want to ask Amber this, because we have a couple tickets that we’re… we have sitting…
137 00:19:53.320 ⇒ 00:19:55.290 JanieceGarcia: for… later?
138 00:19:55.720 ⇒ 00:20:06.410 JanieceGarcia: should we remove those and keep those in? Like, the… the one with our list, I mean, has the list gone in there for what departments are what?
139 00:20:06.890 ⇒ 00:20:10.290 JanieceGarcia: Yeah. Is that… there’s still a ticket sitting in there for that, as well.
140 00:20:10.290 ⇒ 00:20:30.170 Amber Lin: I mean, we resolved the issue, so we can test it and then close it out. I think, especially since we get multiple requests on the same issue, because multiple people would come upon the same issue, sometimes we get multiple tickets. I would… I think I would go through and groom them and say, okay, this is… this is already resolved.
141 00:20:30.240 ⇒ 00:20:31.930 Amber Lin: So I can help with that.
142 00:20:32.420 ⇒ 00:20:39.770 Amber Lin: Okay. If you see something that’s already resolved by something… by another ticket, feel free to close that, or tell.
143 00:20:39.770 ⇒ 00:20:42.090 JanieceGarcia: Close that, mark that done, yeah. Okay.
144 00:20:42.520 ⇒ 00:20:43.780 JanieceGarcia: Alright, perfect.
145 00:20:44.280 ⇒ 00:20:45.010 JanieceGarcia: Okay.
146 00:20:48.670 ⇒ 00:20:49.900 Uttam Kumaran: Okay, great.
147 00:20:50.370 ⇒ 00:20:52.749 Amber Lin: Awesome. So…
148 00:20:53.170 ⇒ 00:21:07.420 Amber Lin: Utam and Sam will send Matt the features list. I will send the, the triage ticket updates, and then, Yvette, once you send the email, I’ll communicate with commercial.
149 00:21:07.720 ⇒ 00:21:09.550 Amber Lin: On how to set them up.
150 00:21:09.890 ⇒ 00:21:10.520 YvetteRuiz: Okay.
151 00:21:10.680 ⇒ 00:21:11.670 YvetteRuiz: Sounds good.
152 00:21:11.870 ⇒ 00:21:12.620 Amber Lin: Sounds good.
153 00:21:12.980 ⇒ 00:21:15.589 YvetteRuiz: Alrighty, bye. Welcome back, Amber.
154 00:21:15.590 ⇒ 00:21:16.680 Uttam Kumaran: Thank you.
155 00:21:16.680 ⇒ 00:21:17.000 Amber Lin: Bye.
156 00:21:17.000 ⇒ 00:21:18.170 YvetteRuiz: Bye. Bye.