Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-12-11 Meeting participants: Uttam Kumaran, read.ai meeting notes, JanieceGarcia, Yvette’s Notetaker (Otter.ai), MattBurns, Amber Lin
WEBVTT
1 00:01:01.040 ⇒ 00:01:07.790 JanieceGarcia: I don’t even know. I tried to… I tried to see how we could take it off, but it wouldn’t…
2 00:01:10.210 ⇒ 00:01:13.080 JanieceGarcia: Oh, no, no, you should be able to do it.
3 00:01:13.240 ⇒ 00:01:16.269 JanieceGarcia: Uten, can you remove Yvette’s noteetaker?
4 00:01:16.730 ⇒ 00:01:17.650 Uttam Kumaran: Oh, yes, I can.
5 00:01:17.650 ⇒ 00:01:21.880 JanieceGarcia: Sorry, guys. I probably did not want to see anyone.
6 00:01:24.130 ⇒ 00:01:28.739 MattBurns: Y’all don’t trust Yvette’s Notetaker, is that it?
7 00:01:31.120 ⇒ 00:01:32.700 JanieceGarcia: No.
8 00:01:33.950 ⇒ 00:01:37.260 Uttam Kumaran: I think when Amber gets here, she can do it. She’s the… she’s the host.
9 00:01:37.260 ⇒ 00:01:38.520 MattBurns: There you go.
10 00:01:38.520 ⇒ 00:01:39.910 JanieceGarcia: I think you can do it.
11 00:01:40.590 ⇒ 00:01:42.359 JanieceGarcia: around your feet?
12 00:01:42.580 ⇒ 00:01:44.260 MattBurns: Yeah, I will admit, all these…
13 00:01:44.580 ⇒ 00:01:49.389 MattBurns: Gemini note-takers and all this, it’s like, it’s just like, how do you get rid of that?
14 00:01:49.390 ⇒ 00:01:59.660 Uttam Kumaran: It’s crazy, yeah. Well, you know, it’s so funny, because sometimes I go to a meeting, and it’s just the note takers, and I’m like, oh, like, it’s me and all my friends are here, like… Right.
15 00:02:00.040 ⇒ 00:02:00.640 MattBurns: Probably x.
16 00:02:00.780 ⇒ 00:02:04.949 MattBurns: How did… how did your, time with Julie go, Tom, yesterday?
17 00:02:04.950 ⇒ 00:02:07.999 Uttam Kumaran: It was great, yeah, I almost spent.
18 00:02:08.000 ⇒ 00:02:08.440 MattBurns: Good.
19 00:02:08.449 ⇒ 00:02:15.429 Uttam Kumaran: Almost spent the full 2 hours talking to her, so I have a ton of notes. It was great, so we’re in, Evolve.
20 00:02:15.599 ⇒ 00:02:30.809 Uttam Kumaran: Went through the entire platform, went through all reporting. I’ll be meeting back with her on Monday to get some historical, reporting data, and then I just got an email back from David, today to meet.
21 00:02:31.050 ⇒ 00:02:32.729 MattBurns: Good, good, yeah. Most likely.
22 00:02:32.730 ⇒ 00:02:33.770 Uttam Kumaran: Tomorrow, so…
23 00:02:34.030 ⇒ 00:02:41.199 MattBurns: We had a short meeting on our data team earlier today, and David mentioned he’d shoot you.
24 00:02:42.620 ⇒ 00:02:51.869 MattBurns: an invite, because he’s excited about that, and then I… you had mentioned briefly to me right before you left yesterday to meet with Julie about,
25 00:02:52.780 ⇒ 00:02:57.470 MattBurns: some corresponding revenue numbers, so let me do this. I’m gonna send you
26 00:02:57.850 ⇒ 00:03:01.260 MattBurns: What our revenue budget was for this year.
27 00:03:01.360 ⇒ 00:03:13.130 MattBurns: Okay. And it’s all been filled in through November, but that’ll give you a good idea. I mean, what we’ll do, Utom, for next year, we’ll probably budget
28 00:03:14.000 ⇒ 00:03:16.620 MattBurns: 6% more than that.
29 00:03:17.130 ⇒ 00:03:29.359 MattBurns: than the budget for… which may equate to less than the budget for this year. So anyway, you’ll… if you have any questions, let me… but that’ll give you an idea of where… how the revenue is allocated for all our different divisions, and so on and so forth.
30 00:03:29.360 ⇒ 00:03:35.139 Uttam Kumaran: Okay. Yeah, mainly looking for the… mainly looking for the structure, and how it works.
31 00:03:35.270 ⇒ 00:03:36.610 MattBurns: I’ll send that to you.
32 00:03:37.040 ⇒ 00:03:45.360 Uttam Kumaran: And then I’m meeting with… well, we’re meeting with, Les, I believe, right after this, to get access to some of those docs and things like that from yesterday, so…
33 00:03:45.360 ⇒ 00:03:46.789 MattBurns: Perfect. Okay.
34 00:03:46.910 ⇒ 00:03:49.660 MattBurns: Well, I’ll send you the revenue right now.
35 00:03:51.430 ⇒ 00:03:53.099 JanieceGarcia: Hi, Amber. Hi, Amber.
36 00:03:53.100 ⇒ 00:03:56.520 Amber Lin: Hi! Good to see you both in the same room!
37 00:03:56.520 ⇒ 00:04:02.549 JanieceGarcia: We just came out of another meeting, so we just figured. Nice to be here.
38 00:04:03.330 ⇒ 00:04:11.140 Amber Lin: Okay, I really feel like I’m a fly on the wall, because I’m up high in the ceiling, looking down at you both.
39 00:04:15.200 ⇒ 00:04:15.820 Amber Lin: Cool.
40 00:04:16.040 ⇒ 00:04:21.440 Amber Lin: Alright, let’s… let me pull up my presentation.
41 00:04:47.830 ⇒ 00:04:52.430 Amber Lin: Alright, starting off with… the usage.
42 00:04:52.730 ⇒ 00:04:57.800 Amber Lin: I think we saw a lot of improvements in uses this week. We are…
43 00:04:58.440 ⇒ 00:05:09.769 Amber Lin: 30% more than last week, so I think what we did this week has significantly improved everybody’s engagement. So I know, Yvette, you had
44 00:05:09.820 ⇒ 00:05:27.660 Amber Lin: specifically sent out the uses to the trainers, and then you had meetings with them, I think that really improved their engagement. And also, this view for the trainers to see, hey, how is my team doing, is helping them,
45 00:05:27.680 ⇒ 00:05:30.120 Amber Lin: Know where they’re at and know what to do.
46 00:05:33.190 ⇒ 00:05:38.710 JanieceGarcia: Glad to see those numbers moving, but yeah, we did get a lot of good responses from everyone.
47 00:05:38.710 ⇒ 00:05:44.199 Amber Lin: Yeah Based on this, I think… We can…
48 00:05:44.460 ⇒ 00:05:55.760 Amber Lin: Next week, we can look into, specifically the commercial department and home improvement department, because that’s the only two that we see
49 00:05:55.860 ⇒ 00:05:58.299 Amber Lin: That has declines on the board.
50 00:05:59.990 ⇒ 00:06:01.150 JanieceGarcia: And new sales.
51 00:06:02.490 ⇒ 00:06:09.229 Amber Lin: Yeah, so that gives us an emphasis so we don’t have to cover everything each week.
52 00:06:09.230 ⇒ 00:06:10.580 JanieceGarcia: Yesterday, about this.
53 00:06:10.580 ⇒ 00:06:11.220 Amber Lin: Yeah.
54 00:06:11.480 ⇒ 00:06:24.000 Amber Lin: And we met with Janiece to tag some of the missing people. Right now, we just need the emails of those folks so that we can link them to the system. Now, Janiece, I sent you over the…
55 00:06:24.000 ⇒ 00:06:25.400 JanieceGarcia: That’s she?
56 00:06:25.630 ⇒ 00:06:35.960 JanieceGarcia: No, so the unknowns… well, the unknowns were, like, Whitney’s team, and then the executive, so I did go through and give her the labels on who was who, and then what divisions they were ahead of.
57 00:06:37.380 ⇒ 00:06:46.230 JanieceGarcia: And Whitney’s team, we didn’t… we didn’t want to do it as customer service, so they’re lead line sales. Yeah, so it’s not all under the customer service side. Cool.
58 00:06:46.550 ⇒ 00:06:53.509 Amber Lin: Yeah, so once we add the emails for those folks, we’ll be able to get an even better view of usage.
59 00:06:56.450 ⇒ 00:07:03.930 MattBurns: Did I see last week, Amber, where the mechanical team is off to a good start on the usage?
60 00:07:04.320 ⇒ 00:07:22.760 Amber Lin: Yeah, this week, again, mechanical and pest is on a roll. Their pest has really gone up this week. We bumped up 148%. Probably they saw they were behind, so I think this leaderboard is making people work a little harder, to want to be on the top two.
61 00:07:22.960 ⇒ 00:07:26.769 MattBurns: Yvette, what… what do you… what do you attribute the…
62 00:07:27.470 ⇒ 00:07:34.740 MattBurns: early takeoff on mechanical being receptive. What’s happening there to drive that, do you think?
63 00:07:35.800 ⇒ 00:07:37.260 JanieceGarcia: The… the web?
64 00:07:37.730 ⇒ 00:07:38.780 MattBurns: on mechanical.
65 00:07:38.780 ⇒ 00:07:39.500 JanieceGarcia: Oh, yeah.
66 00:07:39.500 ⇒ 00:07:43.829 MattBurns: driving quickly to use Andy, what’s… what’s your thoughts there?
67 00:07:44.690 ⇒ 00:07:54.400 JanieceGarcia: Well, I mean, we just, like I said, we met with the… I met with the trainers a couple weeks ago, and we put… and then, of course, the team, and we put KPIs behind, this.
68 00:07:54.400 ⇒ 00:08:18.729 JanieceGarcia: And we are now sharing, based off their feedback, we’re now sharing, okay, what are the questions being asked by our agents? And then, what is the usage, which we… why we broke down by departments, by person, so then they… they can start working with each individual, which they have, and we’ve… they’ve gotten a lot of good feedback. I was actually talking to Patricia a little bit ago.
69 00:08:18.980 ⇒ 00:08:35.490 JanieceGarcia: where they’re holding their people accountable, saying, okay, why aren’t you using it, or what’s going… what’s working and what’s not? And we’re getting feedback, like, well, it’s not working, and so they’re walking over there and sitting with them, and they’re finding, yes, it is working. So those are just kind of habits.
70 00:08:35.490 ⇒ 00:08:40.340 MattBurns: And the other thing that we have found that is driving more usage.
71 00:08:40.360 ⇒ 00:08:44.179 JanieceGarcia: Because we do overflow, Matt, as you know,
72 00:08:44.320 ⇒ 00:08:58.579 JanieceGarcia: there is an internal chat, so, like, if I’m a mechanical agent and I need support for pests, they’re so used to going to that support chat for the supervisor, so now they’re redirecting them and saying, hey, use Annie.
73 00:08:58.580 ⇒ 00:09:00.939 MattBurns: Okay. That makes sense.
74 00:09:01.600 ⇒ 00:09:04.670 Uttam Kumaran: Is that support chat, Janiece, also in Google Chat?
75 00:09:05.160 ⇒ 00:09:06.270 JanieceGarcia: It is, yes.
76 00:09:07.370 ⇒ 00:09:08.000 Uttam Kumaran: Okay.
77 00:09:09.800 ⇒ 00:09:14.160 Uttam Kumaran: I wonder if there’s a way for Andy to just respond, like, in line in that.
78 00:09:15.290 ⇒ 00:09:34.860 JanieceGarcia: And if you could… that would be great if you could tie it together. I also did a deep dive, and Amber, I added you on there on, like, all the questions for the past two weeks. Matt, I think I copied you on it. It was a big ol’ email, but we scrubbed a lot of good information on there. You know, we even found
79 00:09:34.860 ⇒ 00:09:48.159 JanieceGarcia: agents asking some IT questions or some that on their KPIs and stuff like that, so it really did give us a good eye-opening… I mean, an eye-opener on what kind of questions are being asked, and also provided feedback on ways that we can help
80 00:09:48.420 ⇒ 00:10:04.609 JanieceGarcia: better the system, so I thought that was a lot of good information that our next meeting with the trainers, we’re going to really start doing another deep dive on making some adjustments. To your point, is how do we start utilizing all this stuff to kind of tie it to Andy?
81 00:10:04.610 ⇒ 00:10:10.539 Uttam Kumaran: Yeah, Amber, maybe let’s… let’s see if we can get access to the support chat, and we can see, like, if there’s any way
82 00:10:10.690 ⇒ 00:10:15.309 Uttam Kumaran: you know, when a question comes in, to sort of tag Andy, I think that would be…
83 00:10:15.580 ⇒ 00:10:24.919 Uttam Kumaran: Great, and then also another question, Yvette, are… are the folks that are sort of looking… are they coming into the dashboard and looking at usage, or how are you… how are they learning about
84 00:10:25.040 ⇒ 00:10:26.890 Uttam Kumaran: Oh, our numbers are low or high.
85 00:10:27.390 ⇒ 00:10:28.830 JanieceGarcia: I’m sorry, who?
86 00:10:29.040 ⇒ 00:10:34.829 Uttam Kumaran: Like, how are, you know, any of the managers learning that their group’s numbers are low and high? Like.
87 00:10:35.050 ⇒ 00:10:38.720 Uttam Kumaran: Should we give them access to, like, the dashboard, potentially? Or, like, is there anything.
88 00:10:38.720 ⇒ 00:10:50.590 JanieceGarcia: Yeah, I mean, that would be the direction we want to go. I know we talked about that early on, but right now, we did, we did program… we have a program report that’s being sent to us. Amber has created those for us, so that’s how they’re getting it.
89 00:10:51.000 ⇒ 00:10:51.530 Uttam Kumaran: Okay.
90 00:10:52.360 ⇒ 00:10:53.820 JanieceGarcia: Yeah, maybe, Amber, one thing…
91 00:10:53.820 ⇒ 00:10:54.190 Amber Lin: Priority.
92 00:10:54.190 ⇒ 00:10:55.750 JanieceGarcia: programmed.
93 00:10:56.120 ⇒ 00:11:03.319 Uttam Kumaran: Yeah, maybe we can think about, Amber, like, to give read-only access to something that just makes it super easy for a manager to just see
94 00:11:03.720 ⇒ 00:11:12.010 Uttam Kumaran: who’s using it. So maybe it’s not the group dashboard, but maybe it’s a simplified version. That way, anytime they want, they can come in and see that, you know?
95 00:11:13.120 ⇒ 00:11:13.710 JanieceGarcia: Yep.
96 00:11:14.570 ⇒ 00:11:21.000 JanieceGarcia: It’d be ideal to get the… them to go to a dashboard to be able to see this… …live.
97 00:11:21.730 ⇒ 00:11:25.129 Uttam Kumaran: And then my last question, Amber, is also just to look at,
98 00:11:25.460 ⇒ 00:11:31.240 Uttam Kumaran: Maybe during these review meetings, we can also look at, month over month, and then also, like.
99 00:11:31.370 ⇒ 00:11:33.929 Uttam Kumaran: Potentially same week last month.
100 00:11:34.370 ⇒ 00:11:34.810 Amber Lin: Damn.
101 00:11:34.810 ⇒ 00:11:36.509 Uttam Kumaran: We don’t… we don’t yet have, like, a…
102 00:11:36.870 ⇒ 00:11:53.210 Uttam Kumaran: you know, our data… the business is very seasonal, right? So it’s… I don’t know how helpful it’s gonna be, but I think it is nice to see that, like, okay, overall versus last month, and maybe same week last month. I like the 7-day view, but that way just gives us a sense of, like, how are we pacing?
103 00:11:53.210 ⇒ 00:11:56.080 Amber Lin: Sounds good.
104 00:11:56.990 ⇒ 00:11:57.880 Amber Lin: Awesome.
105 00:11:57.990 ⇒ 00:12:12.839 Amber Lin: Noted that down. And this week, our big focus was on the zip code database, so we’ve already added the December changes to the long care text, long… I think lawn care text.
106 00:12:12.840 ⇒ 00:12:23.720 Amber Lin: And then these are some changes we will be making to the database to make it better. So first, we’re going to add text from mechanical, home improvement, and commercial pests
107 00:12:23.720 ⇒ 00:12:36.149 Amber Lin: Because they weren’t in the skills and zip sheet together. And once we do that, all the techs should be unified in one place. And we already reached out to the trainers, and then we’re coordinating with them to find out
108 00:12:36.260 ⇒ 00:12:41.849 Amber Lin: What the texts are and how they formatted their spreadsheet so we can add it to our database.
109 00:12:42.620 ⇒ 00:12:45.659 JanieceGarcia: When, do we have a timeline on that, Amber?
110 00:12:45.970 ⇒ 00:12:51.339 Amber Lin: Once they give it to us, I would say within 1-2 weeks.
111 00:12:51.460 ⇒ 00:12:55.050 Amber Lin: Because there’s quite a few departments we will want to add.
112 00:12:55.490 ⇒ 00:12:59.469 JanieceGarcia: Okay, but everybody did respond, yesterday, I believe.
113 00:12:59.470 ⇒ 00:13:05.839 Amber Lin: Awesome. I already got it from Mechanical, so I just need to check home improvement. I should.
114 00:13:05.840 ⇒ 00:13:11.019 JanieceGarcia: I thought Tiffany shared it, but I could be wrong. I thought… I thought they all shared it, but…
115 00:13:11.020 ⇒ 00:13:12.250 Amber Lin: Great, I’ll go check.
116 00:13:12.640 ⇒ 00:13:13.350 JanieceGarcia: Okay.
117 00:13:14.160 ⇒ 00:13:31.770 Amber Lin: Sounds good. And then now that we’re adding more departments, and then there’s commercial texts as well, we’ll add additional tags for that, so that the forms… we… when we add someone through the forms, we can also select the respective fields.
118 00:13:31.770 ⇒ 00:13:45.839 Amber Lin: And lastly, some questions came up about ABC versus chem3, and before, it was a sign in the branches, which was… the branches usually are geographical, so there’s
119 00:13:45.990 ⇒ 00:13:51.789 Amber Lin: Austin, San Antonio, but there’s also the Chem-free branch, and that’s…
120 00:13:52.000 ⇒ 00:14:09.090 Amber Lin: how we’ve always been classifying the differences, and some issues have been coming up. So, we’re going to, change the logic there so that we can easily add a company tag, and also do, by geography.
121 00:14:14.430 ⇒ 00:14:15.589 Amber Lin: What is…
122 00:14:15.590 ⇒ 00:14:27.850 JanieceGarcia: Chem-free would… Chem-free is, for pests and lawn, and then chem-free is only in the ABC… I mean, the ABC, the… oh my gosh, the office area.
123 00:14:29.030 ⇒ 00:14:29.720 Amber Lin: Cool.
124 00:14:30.170 ⇒ 00:14:33.280 Amber Lin: You’re on Amazon.
125 00:14:33.280 ⇒ 00:14:35.480 MattBurns: You’re in California, right, Amber?
126 00:14:35.480 ⇒ 00:14:36.879 Amber Lin: Yeah, I’m in Los Angeles.
127 00:14:37.270 ⇒ 00:14:45.670 Amber Lin: Well, Austin is the liberal bastion in Texas, so that’s why the Kemphrey branch is only in Austin.
128 00:14:45.970 ⇒ 00:14:47.420 Amber Lin: That makes so much more sense.
129 00:14:47.420 ⇒ 00:14:49.709 MattBurns: Yeah, truth be told, that’s… that’s…
130 00:14:49.710 ⇒ 00:14:50.070 JanieceGarcia: That’s true.
131 00:14:50.070 ⇒ 00:14:50.970 MattBurns: So…
132 00:14:51.300 ⇒ 00:14:54.489 Amber Lin: It would… business would be booming if it was in LA.
133 00:14:54.490 ⇒ 00:14:55.110 MattBurns: Yep.
134 00:14:57.600 ⇒ 00:15:02.189 Amber Lin: Alright, so this is the last part, so…
135 00:15:02.230 ⇒ 00:15:21.430 Amber Lin: This week, me and Janice met on the attributes, and we booked another follow-up meeting next week to go over the different attributes of all the departments, so that Andy knows specifically what to respond in the follow-up questions. So, we’ll follow up next week on how that goes.
136 00:15:22.730 ⇒ 00:15:24.810 JanieceGarcia: Amber, that meeting’s on Tuesday, right?
137 00:15:25.700 ⇒ 00:15:28.330 JanieceGarcia: Can we switch it to a different day? Yes.
138 00:15:28.330 ⇒ 00:15:31.669 Amber Lin: Just let me know, in Google Channel, I’ll switch it for you.
139 00:15:32.360 ⇒ 00:15:40.519 JanieceGarcia: You can switch it to whichever day, I’ll make that work, but Tuesday’s gonna be… Can’t we do this on Monday? I mean, can you… Yeah, can we do it on Monday?
140 00:15:40.520 ⇒ 00:15:41.490 Amber Lin: Okay.
141 00:15:41.490 ⇒ 00:15:42.100 JanieceGarcia: Okay.
142 00:15:45.270 ⇒ 00:15:47.230 Amber Lin: Cool.
143 00:15:48.730 ⇒ 00:15:56.259 Amber Lin: Udom, do you want to go over what we have already addressed in Discovery, our progress so far since last week?
144 00:15:57.230 ⇒ 00:16:07.520 Uttam Kumaran: Yeah, so, kind of a couple things. One is we’ve… we’re starting to build, sort of like the central repository for everything we’re discovering.
145 00:16:07.530 ⇒ 00:16:22.570 Uttam Kumaran: During this process. So, that is a mix of all of our, like, meeting notes, as well as, like, in some of these meetings, I’ve also been recording, and, I think the meeting yesterday that I attended with marketing was amazing.
146 00:16:22.570 ⇒ 00:16:38.660 Uttam Kumaran: the meeting with Julie was really, really amazing. We’ll be meeting with Les. The core thing that we wanted to get access to, is Google Analytics and Evolve, and so we got access to Evolve yesterday. I think we’ll get access to Google Analytics.
147 00:16:38.660 ⇒ 00:16:54.060 Uttam Kumaran: And then that’ll really unlock the floodgates of what we’re starting to look at across the top of funnel, which is everybody coming to the website, and then also the conversion piece. And then lastly, we’re gonna start to also look at,
148 00:16:54.370 ⇒ 00:17:11.700 Uttam Kumaran: you know, the conversions to the sales side. I’m still yet to talk to Dream, and then yet to talk to Monkey Boy, but maybe, Matt, I can see if, like, it’s worth talking to Monkey Boy before Christmas. This week, it was just a lot to get everything sort of organized.
149 00:17:11.700 ⇒ 00:17:17.189 Uttam Kumaran: But maybe if… if you want to connect me with them, I can… I wanted mainly to learn about,
150 00:17:17.720 ⇒ 00:17:20.920 Uttam Kumaran: Click to buy, and starting to see.
151 00:17:20.920 ⇒ 00:17:23.159 MattBurns: Les, Les has a lot of it.
152 00:17:24.109 ⇒ 00:17:25.740 MattBurns: on Click to Buy, so let.
153 00:17:25.740 ⇒ 00:17:26.480 Uttam Kumaran: Okay.
154 00:17:26.480 ⇒ 00:17:28.629 MattBurns: And less can give you the best interest.
155 00:17:33.860 ⇒ 00:17:43.439 MattBurns: that run Monkey Boy are Joe and Aaron, and they each have their own expertise, so Les can let you know, is that Joe or is that Aaron?
156 00:17:43.560 ⇒ 00:17:52.160 MattBurns: And he can make that introduction. I’ll be glad to help if that doesn’t… but… but Les works directly with him, and he’s got…
157 00:17:52.160 ⇒ 00:17:55.520 Uttam Kumaran: A lot of that information probably.
158 00:17:56.230 ⇒ 00:18:01.440 MattBurns: He can direct you where to go at Monkey Boy, whether it’s Joe or Aaron.
159 00:18:02.190 ⇒ 00:18:08.879 JanieceGarcia: It’s Aaron. I know that it’s Aaron and Les, because Janiece… Janiece works with QuickDefine them.
160 00:18:08.880 ⇒ 00:18:14.929 MattBurns: The click-to-buy piece is probably, Aaron, a lot of the analytics on the website and whatever that’s going to be, Joe.
161 00:18:16.240 ⇒ 00:18:17.939 Uttam Kumaran: And then, yeah…
162 00:18:17.940 ⇒ 00:18:21.709 MattBurns: Because we do track, again, the visits to the website, where the visits.
163 00:18:21.710 ⇒ 00:18:22.070 Uttam Kumaran: Yeah.
164 00:18:22.070 ⇒ 00:18:28.789 MattBurns: I think even one time we figured out 65% of the visits are off an iPhone, and so on and so forth, so…
165 00:18:28.790 ⇒ 00:18:42.850 Uttam Kumaran: So that’s exactly all this stuff we’ll be going through. And then our job in this is going to be to find out how hard it is to start to link that traffic source data with the, you know, the customer, the revenue data that comes in.
166 00:18:42.850 ⇒ 00:18:54.350 Uttam Kumaran: So that’s, like, you know, a lot of the stuff we’re gonna show. I mean, yesterday’s meeting was awesome, too, and I think overall, like, one, you know, even more than before, there’s just so much opportunity.
167 00:18:54.370 ⇒ 00:19:02.630 Uttam Kumaran: Like, I came back from the meeting yesterday, and I called Robert, my business partner, and I just, you know, I was like, wow, there is,
168 00:19:02.630 ⇒ 00:19:17.810 Uttam Kumaran: not only… you guys have done a great job, I think, at the size of the business you are to keep up with these trends, especially on the marketing side, and… but, like, meeting everybody, seeing, like, how serious folks like Julie are about, like.
169 00:19:17.810 ⇒ 00:19:21.100 Uttam Kumaran: keeping a CRM very, very tidy.
170 00:19:21.100 ⇒ 00:19:27.310 Uttam Kumaran: But also seeing that there are still a lot of inefficiencies that I think we’re going to be able to highlight.
171 00:19:27.720 ⇒ 00:19:45.180 Uttam Kumaran: Additionally, I think there is still a ton of growth that, you know, we can find in some of those markets, like San Antonio and some of the satellite markets, but also not having information on the impact of… like, Julie showed me the chart about the number of services
172 00:19:45.180 ⇒ 00:19:57.609 Uttam Kumaran: Per customer, you know, in the different markets. But, you know, I had questions about, okay, we were starting to look at, you know, the flows of, like, new customers this month versus cancel this month, month over month.
173 00:19:57.610 ⇒ 00:20:16.740 Uttam Kumaran: And, you know, one thing we saw is, like, okay, you guys are shedding a lot of folks, but still paying for new folks. And so, that is the… the ultimate, you know, thing in the subscription business is what we call, like, a leaky bucket problem. When there’s… you pour water at the top of the bucket, but you have a hole in the bottom of the bucket, right?
174 00:20:17.170 ⇒ 00:20:26.330 Uttam Kumaran: And so, you know, it’s always very common for businesses to really focus on getting more water, you know, get a bigger pipe.
175 00:20:26.330 ⇒ 00:20:45.169 Uttam Kumaran: But you may find that you’ve already paid for that water that’s coming straight out, you know, in 3 or 4 months. And so one thing that… one of the things that we’re gonna look at, and we work with a lot of subscription businesses, is understanding the lifetime of that customer. What are the things that lead them to, you know, unsubscribing for the service?
176 00:20:45.170 ⇒ 00:21:01.829 Uttam Kumaran: And also, on another note, what leads people to be more sticky? Like, we looked through an Evolve record for someone that’s been with ABC for 6 years. You know, and you know how we found them is we went through all the rewards points yesterday, and we found they’re sitting on, like.
177 00:21:01.830 ⇒ 00:21:07.349 Uttam Kumaran: some 300,000 or 3 million, I don’t know, a big number of rewards points.
178 00:21:07.440 ⇒ 00:21:27.309 Uttam Kumaran: But I know that there’s dis… it’s disjointed, and the salespeople may not know that they have the rewards points, and when a customer goes to churn, are we indicating them, hey, actually, you know, we can offer you another service, and you already have the points to do so. But the thing is not actually… one thing I told Julie is our job is not here to…
179 00:21:27.640 ⇒ 00:21:40.979 Uttam Kumaran: see that there’s 100,000 opportunities and be like, cool, we’re gonna go in all those directions. Our goal, and one thing I talked to Amber about, and our team, is to size the biggest opportunities and the ones that are easiest to do.
180 00:21:41.020 ⇒ 00:21:45.939 Uttam Kumaran: It doesn’t mean we’re not gonna look at the ones that are medium-hard, that are smaller, but
181 00:21:45.970 ⇒ 00:21:52.050 Uttam Kumaran: For us, it’s like looking at 3 months, 6 months, 12 months, 2 years, what are those opportunities?
182 00:21:52.050 ⇒ 00:22:08.179 Uttam Kumaran: But in addition is to understand ABC’s capacity to do these things. Do we have the right tools? Do we have the right meetings internally to connect the right people? Are those meetings structured in the right way to get those, like, decisions made? You know, and so…
183 00:22:09.060 ⇒ 00:22:27.410 Uttam Kumaran: And I think, like, I’m just super excited. I think yesterday was really, really awesome. I’m gonna be meeting with Julie again on Monday, and then by Monday, we should have also chatted with David and Les to get access to things. By the end of, you know, next week, and ideally by our next meeting, which I think should be the last
184 00:22:27.460 ⇒ 00:22:38.779 Uttam Kumaran: meeting before, Christmas week, I think we’ll have something to share in terms of some preliminary analysis. I think a lot of our work is going to kind of happen
185 00:22:39.880 ⇒ 00:22:58.510 Uttam Kumaran: probably early January in terms of, like, more rigorous analysis, but I’d certainly like to try and, you know, get some form of deck that we can share broadly. And even if I can come in towards the end of next week to kind of do that in person with Matt, with the crew there, or Yvette and Janiece, if you guys are in town.
186 00:22:58.510 ⇒ 00:23:06.029 Uttam Kumaran: I think that could be strong. So, Amber, I think, like, once I get access to stuff today, let’s see what we can sort of sprint towards to…
187 00:23:06.040 ⇒ 00:23:13.980 Uttam Kumaran: Give an overall summary of, you know, where are sales coming from, where is traffic coming from, how are people converting on the site?
188 00:23:14.020 ⇒ 00:23:19.119 Uttam Kumaran: And then I’ll go get feedback preliminarily, and it’ll kind of direct the next roadmap, so…
189 00:23:20.190 ⇒ 00:23:22.060 JanieceGarcia: Exciting! That is exciting.
190 00:23:22.060 ⇒ 00:23:23.160 MattBurns: Right, yeah, that’s good.
191 00:23:23.160 ⇒ 00:23:23.860 Uttam Kumaran: Yeah.
192 00:23:23.940 ⇒ 00:23:27.889 Uttam Kumaran: It’s all… and it’s rare, also, the, like, you know, for…
193 00:23:27.890 ⇒ 00:23:37.900 Uttam Kumaran: As a big company, there are… there can be a lot of friction built up internally if you’re doing something the same way for a long time, but you’re also very lucky, and you have so much data.
194 00:23:37.900 ⇒ 00:23:48.659 Uttam Kumaran: It’s very rare for a company to have this, like… Julie was like, how much, how many years back do you want to go? And I’m like, I’ll take 5, you can give me 10, maybe you can work with that, but…
195 00:23:49.120 ⇒ 00:23:54.339 Uttam Kumaran: There’s… it’s a very seasonal business, it’s a very geo-concentrated business,
196 00:23:54.840 ⇒ 00:24:07.529 Uttam Kumaran: And it’s a service, meaning you are going and having a face-to-face relationship with a client. Most online businesses don’t have that, they’re scattered, they’re only to do online advertising, and so, like, those are all…
197 00:24:07.530 ⇒ 00:24:15.260 Uttam Kumaran: like, really big opportunities for us to lean into. And the… we’re also gonna look at competitors, you know, and I just…
198 00:24:15.260 ⇒ 00:24:24.449 Uttam Kumaran: even in doing a lot of preliminary work looking, it’s not like… it’s not like anybody’s doing anything, you know, more sophisticated, you know? So…
199 00:24:24.450 ⇒ 00:24:37.359 Uttam Kumaran: it’s… it’s not like we’re, like, oh, there’s, like, some behemoth. In fact, ABC is probably that… that behemoth to most people, you know? And so, how do we get you guys to continue to be that and to continue to win? So, that’s what we’ll be thinking about.
200 00:24:37.990 ⇒ 00:24:39.300 MattBurns: Good, awesome.
201 00:24:40.680 ⇒ 00:24:41.540 Uttam Kumaran: Cool.
202 00:24:42.230 ⇒ 00:24:46.599 Uttam Kumaran: Yeah, maybe Amber, back to you, unless there’s anything else to cover.
203 00:24:47.250 ⇒ 00:24:57.340 Amber Lin: No, not much. We are working on the migration with Tim, so hopefully by next week, we’ll have something to, to share on that side as well.
204 00:24:58.090 ⇒ 00:25:00.190 JanieceGarcia: Good. Yeah, I told Tim…
205 00:25:00.310 ⇒ 00:25:05.600 MattBurns: Get that green-lighted and work with you guys, get that done as soon as we can. So, good.
206 00:25:06.170 ⇒ 00:25:11.699 Uttam Kumaran: Yeah, so not only is it, I think, gonna move over to ABC-owned, like, infrastructure, I think it’s gonna be…
207 00:25:11.880 ⇒ 00:25:17.220 Uttam Kumaran: Quite a bit faster, and much easier to, like, fix some of the issues.
208 00:25:17.330 ⇒ 00:25:25.540 Uttam Kumaran: A lot is changing in, like, the AI world, even since we started working together. And so we’re going to…
209 00:25:25.750 ⇒ 00:25:38.840 Uttam Kumaran: we’re taking advantage of a lot of those changes and, like, upgrading a bunch of systems. And then the other thing I talked to, you know, Julie about is she was telling me about Front, and how they do a lot of support work, and I was like, you guys should
210 00:25:38.960 ⇒ 00:25:48.420 Uttam Kumaran: they need a very similar thing to Andy for a lot of their internal knowledge. So one thing that I’ll also be… I’ve sort of talk to her about is, like, I think there’s a lot of ways
211 00:25:48.950 ⇒ 00:25:53.909 Uttam Kumaran: for us to think about, Amber, like, how do other teams at ABC
212 00:25:54.290 ⇒ 00:26:09.400 Uttam Kumaran: maybe can they set up their own central doc? Can they maybe set up their own ANDI, or, like, something where other teams can leverage it? Because she still says, you know, her team’s getting a lot of questions that are scattered across doc. I was like, this rhymes a lot with what we’re…
213 00:26:09.400 ⇒ 00:26:11.850 MattBurns: working on for Yvette’s team, so…
214 00:26:11.850 ⇒ 00:26:12.600 Uttam Kumaran: Yeah.
215 00:26:14.580 ⇒ 00:26:15.520 MattBurns: Very good.
216 00:26:16.020 ⇒ 00:26:16.570 JanieceGarcia: Yep.
217 00:26:16.970 ⇒ 00:26:17.940 JanieceGarcia: Cool.
218 00:26:18.620 ⇒ 00:26:19.190 MattBurns: Okay.
219 00:26:19.190 ⇒ 00:26:19.810 Uttam Kumaran: Okay.
220 00:26:20.750 ⇒ 00:26:21.460 JanieceGarcia: Awesome.
221 00:26:21.460 ⇒ 00:26:21.810 MattBurns: Alright.
222 00:26:21.810 ⇒ 00:26:25.419 JanieceGarcia: Thanks, guys, I appreciate y’all. Thank you. Thank you.
223 00:26:25.420 ⇒ 00:26:26.539 Amber Lin: talk next week?
224 00:26:26.540 ⇒ 00:26:28.359 MattBurns: Hey, Vit. Yeah?
225 00:26:28.640 ⇒ 00:26:31.890 MattBurns: Just give me 5 minutes before you leave, I’ve got some updates for you.
226 00:26:31.890 ⇒ 00:26:33.019 JanieceGarcia: Okay, will do.
227 00:26:33.160 ⇒ 00:26:34.510 JanieceGarcia: Thanks, guys. Bye-bye!
228 00:26:34.510 ⇒ 00:26:35.030 Uttam Kumaran: Thank you.
229 00:26:35.250 ⇒ 00:26:35.790 MattBurns: Bye-bye.