Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-12-04 Meeting participants: read.ai meeting notes, Yvette’s Notetaker (Otter.ai), Steven, JanieceGarcia, Amber Lin, Uttam Kumaran, YvetteRuiz
WEBVTT
1 00:01:32.170 ⇒ 00:01:33.290 JanieceGarcia: Hi, Steven!
2 00:01:33.750 ⇒ 00:01:34.720 Steven: How’s it going?
3 00:01:35.030 ⇒ 00:01:36.410 JanieceGarcia: Good, how are you?
4 00:01:37.440 ⇒ 00:01:38.250 Steven: Good.
5 00:01:39.590 ⇒ 00:01:40.729 Steven: A meeting today?
6 00:01:41.390 ⇒ 00:01:44.410 JanieceGarcia: As far as I know!
7 00:01:44.430 ⇒ 00:01:46.830 Steven: email, canceled it, I don’t see anything.
8 00:01:48.050 ⇒ 00:01:54.789 JanieceGarcia: Yeah, I didn’t see anything either, and I know, I think Yvette and I were planning on heading back out once we’re done with this meeting.
9 00:01:59.300 ⇒ 00:02:00.960 Steven: Well, maybe we’re done with this meeting.
10 00:02:03.940 ⇒ 00:02:07.669 JanieceGarcia: They could be working on their zip code database.
11 00:02:17.980 ⇒ 00:02:21.029 JanieceGarcia: And I know Yvette just shut her door.
12 00:03:03.720 ⇒ 00:03:04.930 Amber Lin: Hi there!
13 00:03:06.700 ⇒ 00:03:07.790 Steven: Hi, how’s it going?
14 00:03:07.790 ⇒ 00:03:08.950 Amber Lin: Pretty good!
15 00:03:09.850 ⇒ 00:03:12.379 Amber Lin: Oh, that’s a cool shirt you got, Steven.
16 00:03:12.770 ⇒ 00:03:15.009 Steven: These are, these are our jackets.
17 00:03:15.010 ⇒ 00:03:16.529 Amber Lin: Oh, cool!
18 00:03:16.650 ⇒ 00:03:17.350 Steven: Yep.
19 00:03:18.820 ⇒ 00:03:20.249 Steven: It’s probably cold enough to wear off.
20 00:03:20.250 ⇒ 00:03:23.929 Amber Lin: I’ll ask… I’ll… I’ll see if I can buy one from you guys.
21 00:03:23.930 ⇒ 00:03:24.790 Steven: There you go.
22 00:03:29.540 ⇒ 00:03:31.879 Amber Lin: Okay, we’ll wait a little bit for you, Yvette.
23 00:03:32.900 ⇒ 00:03:33.630 JanieceGarcia: She’s coming.
24 00:03:33.630 ⇒ 00:03:34.250 Amber Lin: Okay.
25 00:03:54.290 ⇒ 00:03:57.090 JanieceGarcia: I’m gonna mute myself, because it gets loud over here.
26 00:04:32.540 ⇒ 00:04:37.490 JanieceGarcia: If you want, Amber, you can go ahead and start with… Everything.
27 00:04:40.230 ⇒ 00:04:41.249 JanieceGarcia: Oh, you’re muted.
28 00:04:42.980 ⇒ 00:04:58.119 Amber Lin: That’s so funny. Because I know there was an issue in the morning, and I really want her to know that we’re working on it, and it’s close to getting resolved, so that’s why I was wanting to wait, but she’ll… she’ll catch up. I’ll start sharing my screen.
29 00:04:58.700 ⇒ 00:05:00.110 Amber Lin: So…
30 00:05:08.410 ⇒ 00:05:09.300 Amber Lin: Awesome.
31 00:05:09.730 ⇒ 00:05:10.760 Amber Lin: All right.
32 00:05:11.120 ⇒ 00:05:11.960 Amber Lin: So…
33 00:05:17.310 ⇒ 00:05:29.780 Amber Lin: So this was the issue that we, we were talking about in the morning. So we looked into it and found out that the issue was coming from the zip code ad form.
34 00:05:29.780 ⇒ 00:05:43.930 Amber Lin: Janiece, remember when we looked at it and said, oh, we weren’t able to add new people, we are only able to add new assignments to existing people? So, when we did that edit.
35 00:05:43.940 ⇒ 00:05:46.619 Amber Lin: It… it broke the form, and it…
36 00:05:46.660 ⇒ 00:06:03.490 Amber Lin: disconnected it from the database. So, now that we found the issue, we were able to resolve it, and right now we’re in final testing of, if things are working, and once we confirm that, we’ll use all the update logs
37 00:06:03.540 ⇒ 00:06:05.870 Amber Lin: That you’ve already submitted.
38 00:06:05.970 ⇒ 00:06:09.350 Amber Lin: And we’ll confirm the results with you.
39 00:06:09.520 ⇒ 00:06:12.670 Amber Lin: So that’s our, that’s our plan there.
40 00:06:22.250 ⇒ 00:06:22.920 Amber Lin: Yeah.
41 00:06:23.110 ⇒ 00:06:29.420 Amber Lin: And we also set up this type of…
42 00:06:29.550 ⇒ 00:06:32.960 Amber Lin: alerting in our internal Slack channel.
43 00:06:33.060 ⇒ 00:06:45.590 Amber Lin: Remember sometimes when Andy returns a… it weren’t able to find any answers, turns in an error, sometimes it’s because we’re asking
44 00:06:45.720 ⇒ 00:06:55.409 Amber Lin: from a very, very large database, and it gets overwhelmed. So we now are sending some of these errors to us as well, and we’re thinking of
45 00:06:56.000 ⇒ 00:06:57.539 Amber Lin: adding a…
46 00:06:58.050 ⇒ 00:07:05.730 Amber Lin: hourly or daily test messages that we just directly send to Andy automatically, and it gives… if it gives us
47 00:07:06.320 ⇒ 00:07:16.210 Amber Lin: this type of error, we would know before the CSR is spotted. So, we will have a list of, central dock-related questions. We’ll have some
48 00:07:16.790 ⇒ 00:07:27.240 Amber Lin: template-related questions, some zip code-related questions. So once we have that, we’ll be able to see, beforehand or every hour if things are working.
49 00:07:27.350 ⇒ 00:07:39.520 Amber Lin: So that’s our plan there, and I’ll get back to you guys on how we plan to implement this, and when it’ll get implemented, because I think it’ll give us better guardrails of, things happening.
50 00:07:43.460 ⇒ 00:07:44.120 Amber Lin: Cool.
51 00:07:44.360 ⇒ 00:07:55.859 Amber Lin: Okay, and now I think this is… this is good news. We’re able to add in the department… department tags and the role tags, so now you can see
52 00:07:55.900 ⇒ 00:08:11.049 Amber Lin: the rankings of usages for each department, and from the different roles of people, so we can select only CSRs, and not look at, say, support managers, or routers.
53 00:08:11.500 ⇒ 00:08:31.479 Amber Lin: However, there is still 33 people whose missing tags. I believe Casey reached out about that, but I’ll follow up on that, and if we add in the tags for the remaining 33 people, we’ll be able to see very clearly which department is in the lead, and who needs more work.
54 00:08:37.840 ⇒ 00:08:39.419 Amber Lin: Hi, Yvette. Hi, Vitam.
55 00:08:40.309 ⇒ 00:08:41.189 Uttam Kumaran: Hello.
56 00:08:44.200 ⇒ 00:08:49.179 Amber Lin: Yva, were you able to… were you here for the first part? I wanted to…
57 00:08:49.300 ⇒ 00:08:57.629 Amber Lin: I wanted to show… sorry, I wanted to tell you that… where we’re at on the issue that we’re talking about in the morning.
58 00:09:03.660 ⇒ 00:09:04.700 Amber Lin: Hmm…
59 00:09:05.250 ⇒ 00:09:08.220 Uttam Kumaran: Eva, you’re on mute, unless you’re just listening in.
60 00:09:10.520 ⇒ 00:09:17.450 YvetteRuiz: I’m sorry, I’m trying to unmute myself, I’m all… someone who’s at my office, so I’m trying to get myself situated.
61 00:09:17.960 ⇒ 00:09:19.090 Amber Lin: All good.
62 00:09:19.090 ⇒ 00:09:20.300 YvetteRuiz: Okay, I’m here now.
63 00:09:20.300 ⇒ 00:09:22.560 Amber Lin: Awesome. Yeah, so…
64 00:09:22.560 ⇒ 00:09:26.310 YvetteRuiz: And I don’t know what’s up with my camera, but… well.
65 00:09:26.310 ⇒ 00:09:28.379 Amber Lin: It’s okay, as long as you can see me, I’ll…
66 00:09:28.730 ⇒ 00:09:30.209 Amber Lin: I’ll take my good look at you after.
67 00:09:30.210 ⇒ 00:09:33.429 YvetteRuiz: I can see you, Amber. Okay.
68 00:09:33.760 ⇒ 00:09:36.950 Amber Lin: So… I want to…
69 00:09:37.470 ⇒ 00:09:48.310 Amber Lin: like, explain the situation and how, what it’s caused by, and what impact does it have. Right now, we found that the issue is actually
70 00:09:48.420 ⇒ 00:10:04.990 Amber Lin: When we made improvements to the initial form that we created, so we enabled people to… enabled to not only just add new assignments to existing people, we were able to… we made it so that we can add new people, and that…
71 00:10:05.240 ⇒ 00:10:12.480 Amber Lin: cut… that made something wrong, cut off the form from the database. So, now that we’ve spotted that issue.
72 00:10:13.000 ⇒ 00:10:29.050 Amber Lin: we are… we fixed the error, and we’re in final testing to see if it works, and we have all the logs that Janiece has submitted, so we’re going to take that and directly update the database, and we’ll go back to confirm with Janice to see if this is correct.
73 00:10:29.050 ⇒ 00:10:36.399 Amber Lin: So that’s our immediate plan, and we really, really do want to prevent this from happening in the future.
74 00:10:36.750 ⇒ 00:10:45.119 Amber Lin: So, there’s two-fold of how we want to address this to prevent it from happening. So, one, whenever we…
75 00:10:45.340 ⇒ 00:10:59.580 Amber Lin: push new changes. We want to have a robust QA process, because this is an error from our QA process. We didn’t cache this, and it got rolled out, and it… and it caused things to break.
76 00:10:59.680 ⇒ 00:11:11.969 Amber Lin: So, we want to make sure we have that, and two, we want to make sure we have alerting plans, because there’s more than… there’s other areas that we also want to catch, and we want to catch them
77 00:11:12.100 ⇒ 00:11:14.190 Amber Lin: Immediately, so…
78 00:11:14.620 ⇒ 00:11:33.289 Amber Lin: right now, we have… we’ve already added this to our own channel, so, this alerts us when errors happen immediately, because we’re always on Slack, and we always see it. But we want to go one step further, and we want to send hourly messages to Andy. So we’re going to send
79 00:11:33.470 ⇒ 00:11:49.189 Amber Lin: a sample list of, say, 5 to 10 questions of zip code questions, central dock questions, template questions, so questions that relate to every single source that we’re currently using, because generally that’s where it breaks.
80 00:11:49.190 ⇒ 00:11:54.840 Amber Lin: And we want to have a list of questions that tests for each possible
81 00:11:54.880 ⇒ 00:12:01.409 Amber Lin: Error or breakpoint every hour, so that, we can see what’s happening
82 00:12:01.530 ⇒ 00:12:14.250 Amber Lin: essentially in real time, or before the CSRs work and run and… work it and run into a wall. So that’s the two plans that we have here, and, like, it’s…
83 00:12:14.520 ⇒ 00:12:23.679 Amber Lin: That’s… we want to make sure that this thing works, that that’s the single thing that we care about right now, is that we want CSRs to be able to use this.
84 00:12:24.250 ⇒ 00:12:45.430 YvetteRuiz: Well, thank you so much for jumping on that, and I didn’t get a chance to read your response, but thank you for explaining that piece of it. Yeah, because that was one thing, you know, like I shared with you earlier, Amber, I, you know, I met… Stephen joined us for a bit, but I met with all the trainers to really, like, hey guys, we need to come together, and we really need to talk about
85 00:12:45.530 ⇒ 00:12:59.650 YvetteRuiz: you know, this investment that we have going, why aren’t we using it? Because at the end of the day, we need to really think about, why did we invest in Annie? Where are we going with it? What do we want to see at the end, right? And have we given it the opportunity to succeed, you know? And so.
86 00:12:59.650 ⇒ 00:13:07.229 YvetteRuiz: I really have put it, you know, let them know, and they’re testing it on a regular basis. They’ve really started pushing, you know, starting to get out there, but…
87 00:13:07.590 ⇒ 00:13:17.349 YvetteRuiz: The second piece that I did ever is gather the feedback, and you may have some of this in the presentation, because I know we talked about it, but was going in there and seeing what is the feedback that they’re giving us
88 00:13:17.460 ⇒ 00:13:19.720 YvetteRuiz: Right? The thumbs down and all that.
89 00:13:19.840 ⇒ 00:13:43.229 YvetteRuiz: And when I went in there and I just threw all that data into ChatGPT, this was one of the top things that came up that is being asked to Andy, is the routing piece of it. So that’s kind of why, when Janice, when I started talking to Janiece, and then I got the other service manager, I’m just like, we really need to get this piece done, so I appreciate you jumping on that and identifying and taking those extra steps to see how we can catch these things early on.
90 00:13:43.270 ⇒ 00:13:54.150 YvetteRuiz: And I also know Janiece, is going to now assign a person regularly to kind of do what you just talked about, Amber, is kind of check on those zip codes on a regular basis as well.
91 00:13:54.980 ⇒ 00:14:06.130 Amber Lin: That’s awesome. In building off of the trainer piece, I want to say that we were able to add it to our dashboard. So today, when I present on the data, we’ll be able to see
92 00:14:06.130 ⇒ 00:14:20.950 Amber Lin: What’s the usage based on the role? We can filter it just by CSRs, we can see it by the department. There is still 33 people that doesn’t have the tags, so we’ll work… we’ll work with you to add in those manually.
93 00:14:20.950 ⇒ 00:14:26.279 Amber Lin: But it already gives us a pretty good view of, okay,
94 00:14:26.280 ⇒ 00:14:39.819 Amber Lin: most of it comes from the CSRs, and most of the unknowns are still CSRs. And the mechanical and PES is leading, and we have less from other departments, because it’s smaller, and because also the
95 00:14:39.820 ⇒ 00:14:56.469 Amber Lin: They’re relatively newer. And then that gives us the opportunity to track if new departments are growing in usage, because we added commercial, and it is… it is catching up to lawns, so we know that, okay, these people are working on it, they’re improving it.
96 00:14:56.740 ⇒ 00:15:10.779 Amber Lin: We can also look at, say, the trainers to see, okay, how many people are… are the trainers, going in and testing it themselves? Because I think that’s an important part of
97 00:15:10.880 ⇒ 00:15:13.659 Amber Lin: Leading the changes, that they will have to
98 00:15:14.340 ⇒ 00:15:18.809 Amber Lin: Absolutely. Do it themselves as well, so that gives us another angle to look at it.
99 00:15:19.240 ⇒ 00:15:25.420 YvetteRuiz: and I love this, and this is one of the things that we talked about in our meeting, letting them know that we were…
100 00:15:25.420 ⇒ 00:15:42.149 YvetteRuiz: currently working on this, because the two things that we said that we were going to come back and measure on… measure them on was usage, and so this piece of it… now, Amber, would I be able to go in there and export that, or can you preset the reports like you have so I can get those, because I want to start sharing that with them.
101 00:15:42.150 ⇒ 00:15:42.520 Amber Lin: Yeah.
102 00:15:42.520 ⇒ 00:15:47.410 YvetteRuiz: And then the other thing was, what are the top 10 questions that our agents are asking, which is.
103 00:15:47.820 ⇒ 00:15:55.399 YvetteRuiz: much based off of the feedback, and I don’t know if you had time to talk to Casey, or I don’t know who you were going to go talk to, to see if they can give us a more
104 00:15:55.530 ⇒ 00:15:58.519 YvetteRuiz: Readable, more information that we can kind of
105 00:15:58.880 ⇒ 00:16:09.780 YvetteRuiz: just better of what questions are being asked, because it was interesting what ChatGPT kind of took from all that feedback, and it’s… I think it was kind of spot on.
106 00:16:09.780 ⇒ 00:16:15.700 Amber Lin: Yeah, totally. What we can do is to categorize the questions
107 00:16:15.700 ⇒ 00:16:35.440 Amber Lin: Into a short blurb. It could be routing-related questions, or SOP-related questions. And if we want to break that down further, we can have it by department, or break it down more specifically into what type of questions,
108 00:16:35.440 ⇒ 00:16:37.319 Amber Lin: In each of the categories.
109 00:16:37.770 ⇒ 00:16:48.210 Amber Lin: But yes, I can totally… I was planning to schedule this as weekly reports. It’ll send it to your email, or you can go directly into
110 00:16:48.700 ⇒ 00:16:51.229 Amber Lin: The dashboard and see this as well?
111 00:16:51.720 ⇒ 00:16:53.490 Amber Lin: And…
112 00:16:53.490 ⇒ 00:16:58.129 YvetteRuiz: I’m sorry, I’m sorry, Amber. Oh, isn’t a camera up there?
113 00:16:58.730 ⇒ 00:17:03.099 YvetteRuiz: You know what? Sometimes it does that. You want me to search it for you? Yeah, I’m so sorry, yeah.
114 00:17:03.730 ⇒ 00:17:06.439 YvetteRuiz: Hang on, guys, I’m so sorry.
115 00:17:07.079 ⇒ 00:17:07.939 JanieceGarcia: While.
116 00:17:07.940 ⇒ 00:17:08.670 YvetteRuiz: She’s doing…
117 00:17:08.670 ⇒ 00:17:25.779 JanieceGarcia: I wanted to ask Amber on… and I know I’ve sent this in a ticket as well, or to Casey individually, but if we have a technician, or we have an inspector that went from chem-free to residential, or residential
118 00:17:26.200 ⇒ 00:17:38.070 JanieceGarcia: commercial, then there’s no space. I mean, I’m having to go in and actually redo their entire thing. We can’t just update it from residential to commercial, because the update doesn’t give you that option.
119 00:17:38.590 ⇒ 00:17:39.680 JanieceGarcia: The updated assignment.
120 00:17:39.680 ⇒ 00:17:49.329 Amber Lin: I see, I see. So, I don’t think we currently have a chemfree versus ABC. It’s part… it should be part of the…
121 00:17:51.460 ⇒ 00:17:58.660 Amber Lin: services? Let me go in and check that. We can totally make that possible, because we.
122 00:17:58.660 ⇒ 00:17:59.400 JanieceGarcia: But even.
123 00:17:59.400 ⇒ 00:18:00.559 Amber Lin: also added that.
124 00:18:00.790 ⇒ 00:18:06.870 JanieceGarcia: Even, like, residential to commercial, because we’ve had a couple techs that went from residential techs.
125 00:18:06.870 ⇒ 00:18:08.440 Amber Lin: And now they’re commercial techs.
126 00:18:09.700 ⇒ 00:18:20.479 Amber Lin: Gotcha. Okay, residential to commercial, and also between Chem-free and ABC, is there any other cases like this, so I can add it on… add it together?
127 00:18:20.850 ⇒ 00:18:29.799 JanieceGarcia: Mmm… - no. Technicians to inspectors don’t happen as often. I think I’ve seen it, like, twice.
128 00:18:31.620 ⇒ 00:18:32.609 JanieceGarcia: It can.
129 00:18:34.730 ⇒ 00:18:36.030 Amber Lin: Watch. Okay.
130 00:18:38.480 ⇒ 00:18:41.759 YvetteRuiz: Sorry, guys. I’m back.
131 00:18:41.760 ⇒ 00:18:42.869 Amber Lin: Okay, welcome back!
132 00:18:44.680 ⇒ 00:18:50.010 Amber Lin: Alright, so… I’ll schedule that form to send to you,
133 00:18:50.910 ⇒ 00:18:57.879 Amber Lin: Can I also include the trainers in there, or would you prefer to… you to send it out to them afterwards?
134 00:19:00.400 ⇒ 00:19:03.219 YvetteRuiz: on… is that Premier Denise? I’m sorry, Amber.
135 00:19:03.220 ⇒ 00:19:07.999 Amber Lin: Oh, sorry, this is… this is a question for you of the weekly reports on usage.
136 00:19:08.000 ⇒ 00:19:11.019 YvetteRuiz: Yeah, you can send it to me and the trainers, that’ll be good.
137 00:19:11.020 ⇒ 00:19:12.270 Amber Lin: Awesome. Okay.
138 00:19:12.640 ⇒ 00:19:17.050 YvetteRuiz: And it’s… and I forward you the recap of our meeting, Amber. It’s everyone who’s in that.
139 00:19:17.210 ⇒ 00:19:19.950 YvetteRuiz: Okay, that’s great.
140 00:19:20.220 ⇒ 00:19:21.990 Amber Lin: Okay, that’s what I needed.
141 00:19:26.640 ⇒ 00:19:28.479 Amber Lin: I’ll check note of that down.
142 00:19:28.700 ⇒ 00:19:29.570 Amber Lin: Okay.
143 00:19:30.300 ⇒ 00:19:34.520 Amber Lin: And then I want to go through a few updates.
144 00:19:34.790 ⇒ 00:19:38.250 Amber Lin: we have… So, right now.
145 00:19:38.370 ⇒ 00:19:47.169 Amber Lin: this daily reminders is going out to everybody, and I checked, we currently have 98 people in that
146 00:19:47.530 ⇒ 00:19:57.089 Amber Lin: in that channel. And on every day, I think there’s about 80 or 75 to 80 or so people reading the messages.
147 00:19:57.130 ⇒ 00:20:03.969 Amber Lin: within, say, the first 3 hours, because that’s when I check their… their views. So…
148 00:20:03.980 ⇒ 00:20:14.829 Amber Lin: I think this is going pretty well. I do want to look at the overall usage numbers in a week or so to see if it has… it has any impact
149 00:20:14.830 ⇒ 00:20:25.939 Amber Lin: And if you guys could, could you ask… also ask the CSRs when you meet with them, if this has been helpful, and what type of reminders would be more helpful?
150 00:20:28.070 ⇒ 00:20:30.940 YvetteRuiz: We can do that. Yeah. For sure, yes.
151 00:20:31.290 ⇒ 00:20:44.790 Amber Lin: Because I remember you sent me the Easter egg and also the promotions. I want to incorporate that as well, and maybe some CSRs, they can start submitting their ideas of what they want to
152 00:20:45.150 ⇒ 00:20:46.690 Amber Lin: remind people of.
153 00:20:48.920 ⇒ 00:20:49.480 Amber Lin: Yeah.
154 00:20:49.900 ⇒ 00:20:51.390 YvetteRuiz: Sounds good, and we will…
155 00:20:51.890 ⇒ 00:20:52.460 Amber Lin: Yeah.
156 00:20:52.640 ⇒ 00:21:08.360 Amber Lin: And it should be pretty easy to edit the messages, and based on what you want to send, it’s just a Google sh… it’s a spreadsheet… Google Sheets, and then we can just edit each… edit each tab, so if someone submits a new idea, we can go in and edit that.
157 00:21:08.940 ⇒ 00:21:09.650 YvetteRuiz: Okay.
158 00:21:09.980 ⇒ 00:21:10.630 Amber Lin: Yeah.
159 00:21:10.640 ⇒ 00:21:11.880 YvetteRuiz: Sounds good.
160 00:21:11.880 ⇒ 00:21:12.500 Amber Lin: Cool.
161 00:21:12.760 ⇒ 00:21:16.939 Amber Lin: And on the follow-up question, I know this… this was…
162 00:21:17.160 ⇒ 00:21:32.900 Amber Lin: something we were very, very excited about a few weeks ago, and we’ve been testing it, and right now, it should be able to cover, the questions of what’s covered for this customer, and then Andy will ask, can you tell me the attributes?
163 00:21:33.140 ⇒ 00:21:35.100 Amber Lin: This customer has.
164 00:21:35.690 ⇒ 00:21:46.960 Amber Lin: Janice, I do want to work with you to see how we can polish up this answer, because personally, I don’t really know what type… what the format or…
165 00:21:47.080 ⇒ 00:21:58.029 Amber Lin: where the emphasis of Annie’s answers should be, and wasn’t really able to find it in the central doc, so would love to grab time with you to figure out how the follow-up questions should go.
166 00:22:01.890 ⇒ 00:22:07.840 YvetteRuiz: Now, that’s very cool, because it just… what it… what was the attribute? It was a job completion, and it broke down.
167 00:22:09.010 ⇒ 00:22:14.759 YvetteRuiz: what the process is for job completion. I think here we can actually even get a little bit more… we can clean this up a little bit more.
168 00:22:15.250 ⇒ 00:22:16.460 YvetteRuiz: Well, Janiece?
169 00:22:17.020 ⇒ 00:22:18.810 Amber Lin: Yeah, that would be really exciting.
170 00:22:19.090 ⇒ 00:22:22.980 JanieceGarcia: Definitely clean it up, and then, but a… furth…
171 00:22:23.430 ⇒ 00:22:29.920 JanieceGarcia: what is covered under the lawn customer? We all… the first question we want to ask, though, is it residential or commercial?
172 00:22:30.110 ⇒ 00:22:30.530 YvetteRuiz: Yep.
173 00:22:30.530 ⇒ 00:22:31.590 Amber Lin: Okay.
174 00:22:31.590 ⇒ 00:22:33.999 JanieceGarcia: Then we go into that, yes.
175 00:22:34.880 ⇒ 00:22:36.159 JanieceGarcia: But yes, for sure.
176 00:22:38.230 ⇒ 00:22:38.900 Amber Lin: Yeah.
177 00:22:38.940 ⇒ 00:22:58.739 Amber Lin: Because when I was… especially for the other departments, so the non-pest departments, I think they’re… we need to clean up how the central dog lists their attributes, and when we work on this, we can make a question tree of when they ask for this department, what specific attributes might they have?
178 00:22:58.960 ⇒ 00:23:03.010 Amber Lin: And then we can clean that up. So let me note this.
179 00:23:03.570 ⇒ 00:23:04.190 Amber Lin: Mmm…
180 00:23:11.530 ⇒ 00:23:12.220 Amber Lin: Yeah.
181 00:23:12.860 ⇒ 00:23:26.779 Amber Lin: And then lastly, this is related to the errors, happening, because… is because we’re growing… as we’re growing departments, as we’re adding more information, the…
182 00:23:27.850 ⇒ 00:23:30.690 Amber Lin: The infrastructure that we’ve built it on is…
183 00:23:30.830 ⇒ 00:23:42.880 Amber Lin: becoming smaller than what we… it’s… we’re outgrowing the infrastructure, so we’re thinking of how to find a more reliable way,
184 00:23:43.090 ⇒ 00:23:49.399 Amber Lin: if we can migrate it to ABC’s environment, so it’s more secure, and it…
185 00:23:49.590 ⇒ 00:24:06.080 Amber Lin: it runs more predictably, predictably, and have lower downtimes. We’re working on this internally, and we’ll make sure to send you guys updates on how this would improve.
186 00:24:06.230 ⇒ 00:24:18.259 Amber Lin: Our performance, and also the timeline of this happening. I just wanted you guys to know, in the back, we’re always thinking of how to optimize Andy’s performance and Andy’s experience.
187 00:24:20.460 ⇒ 00:24:23.459 YvetteRuiz: Is… is this… Hi, Tim, I’m so sorry, the errors that…
188 00:24:23.510 ⇒ 00:24:35.229 Amber Lin: Yeah, so the errors… a lot of times the errors happen because what we’re trying to do is much… it’s bigger than the infrastructure that we built it on, because initially we only had pests.
189 00:24:35.600 ⇒ 00:24:35.950 YvetteRuiz: Yeah.
190 00:24:35.950 ⇒ 00:24:54.010 Amber Lin: all the text and all the information, the spreadsheets, and then the database, it’s outgrowing what we had before, and it’s getting slow, it might have some troubles handling it, that’s why sometimes we get time-out errors, we get errors saying that,
191 00:24:54.080 ⇒ 00:25:00.390 Amber Lin: I weren’t… Andy says it’s… it can’t function, because it’s too much. So, we’re trying to…
192 00:25:00.900 ⇒ 00:25:02.810 Amber Lin: find Andy a new place.
193 00:25:03.410 ⇒ 00:25:07.439 Amber Lin: ABC’s environment so that he can solve things better.
194 00:25:07.820 ⇒ 00:25:09.060 YvetteRuiz: Makes sense, okay.
195 00:25:09.060 ⇒ 00:25:09.600 Amber Lin: Yeah.
196 00:25:10.790 ⇒ 00:25:20.400 Amber Lin: I think last thing, Utam, do you want to talk a… give a quick note about this… the discovery going on, like, what our plan is there?
197 00:25:20.400 ⇒ 00:25:37.149 Uttam Kumaran: Yeah, so, we kind of kicked it off this week, had a great conversation with Steven and Bo on Monday. I had talked to Nitesh, two days ago, and then I’m… I’m scheduling time with Les and, Julie, as well, so I should have a little bit more…
198 00:25:37.150 ⇒ 00:25:50.589 Uttam Kumaran: Probably early next week, and then I’ll be gonna start looping in some folks on our team to start to, you know, fill out, some of the memos and things we’re gonna deliver. But it’s going well, I think hopefully by…
199 00:25:50.590 ⇒ 00:26:10.519 Uttam Kumaran: you know, the end of this week or so, I should have some access to new things, and… Yeah, that’s kind of, like, nothing immediate to share. I did summarize some stuff over, email on what we learned, initially, and I can send that, as I’m meeting everybody and taking notes, I’m sort of continuing to add to that, so…
200 00:26:10.740 ⇒ 00:26:17.580 Uttam Kumaran: Yeah, it’s, it’s great, it’s going well, I’m just learning a lot more about the business, so, yeah, it’s exciting.
201 00:26:18.990 ⇒ 00:26:24.799 YvetteRuiz: That’s awesome, yeah. Matt shared some of that in her meeting. Oh, Steven, go ahead.
202 00:26:25.220 ⇒ 00:26:31.830 Steven: Yeah, Utam, did you say… were you gonna send out that email, or how do we kind of see some of that that you said you were tracking?
203 00:26:32.220 ⇒ 00:26:43.360 Uttam Kumaran: Yeah, I did, email out, I think earlier this week, like, a bit of an update, like, a summary from our conversation, and then starting next week, we’re gonna start building up
204 00:26:43.520 ⇒ 00:26:50.060 Uttam Kumaran: sort of, like, some of the recommendations. I have some on my side, but they’re all, like, kind of scratch notes, so…
205 00:26:50.060 ⇒ 00:26:55.049 Steven: Okay, so basically you’ll just email, I didn’t know if you had, like, something you were updating, or it’ll just be via email.
206 00:26:55.050 ⇒ 00:27:00.070 Uttam Kumaran: I’m gonna email it out, and then we will create some rolling docs. I just wanted to get something out to sort of, like.
207 00:27:00.070 ⇒ 00:27:00.600 Steven: Cool.
208 00:27:00.600 ⇒ 00:27:04.299 Uttam Kumaran: summarize what we talked about, and then I am starting… it’s…
209 00:27:04.520 ⇒ 00:27:09.400 Uttam Kumaran: That document I have is just… there’s just a lot going on, so I need to clean it up a little bit.
210 00:27:09.610 ⇒ 00:27:10.650 Steven: Cool. Okay.
211 00:27:11.840 ⇒ 00:27:16.430 Uttam Kumaran: And then I think, Steven, Nitesh is out, so I don’t know if there’s…
212 00:27:16.710 ⇒ 00:27:23.110 Uttam Kumaran: anyone else in San Antonio on our list, or if everybody’s, here in Austin?
213 00:27:23.570 ⇒ 00:27:29.909 Steven: David Lopez would be the only other one in San Antonio. Okay. I don’t know, he goes to Austin sometimes, so…
214 00:27:30.640 ⇒ 00:27:34.580 Steven: Yeah, I don’t… when does he go to Austin, you bet?
215 00:27:36.260 ⇒ 00:27:38.199 Steven: Doesn’t normally go to Austin? Okay.
216 00:27:39.800 ⇒ 00:27:40.400 Steven: a year.
217 00:27:41.780 ⇒ 00:27:45.409 Uttam Kumaran: Okay, then I will… I’m gonna email him as well, and communicate his schedule.
218 00:27:50.290 ⇒ 00:27:51.180 Uttam Kumaran: Okay.
219 00:27:51.430 ⇒ 00:27:52.300 Uttam Kumaran: Cool.
220 00:27:53.650 ⇒ 00:27:54.540 YvetteRuiz: Awesome!
221 00:27:54.540 ⇒ 00:27:55.359 Amber Lin: Thanks, Eddie!
222 00:27:56.440 ⇒ 00:27:57.870 YvetteRuiz: Alrighty, guys!
223 00:27:58.800 ⇒ 00:28:01.760 Amber Lin: Thank you all. I’ll follow up with the next steps.
224 00:28:01.910 ⇒ 00:28:03.370 YvetteRuiz: Okay, alright.
225 00:28:03.370 ⇒ 00:28:04.840 JanieceGarcia: Enjoy.
226 00:28:04.840 ⇒ 00:28:05.540 Uttam Kumaran: Excellent.