Meeting Title: ABC Data Meeting Date: 2026-01-16 Meeting participants: David’s Fathom Notetaker, DavidLopez, Uttam Kumaran
WEBVTT
1 00:01:13.310 ⇒ 00:01:14.440 Uttam Kumaran: Hey, David.
2 00:01:14.950 ⇒ 00:01:16.140 DavidLopez: Mo, how are you?
3 00:01:16.140 ⇒ 00:01:19.519 Uttam Kumaran: Hey, good, how are you? Sorry I’m off-camera, just…
4 00:01:19.730 ⇒ 00:01:31.870 Uttam Kumaran: Trying to run some errands, just end of the day, but I wanted to say hi, and we’re coming… we’re planning on coming to visit next week, so I just wanted to quickly chat and just kind of align on a few topics, so…
5 00:01:32.070 ⇒ 00:01:34.510 DavidLopez: That’s awesome. Well, I’m excited to see y’all.
6 00:01:34.730 ⇒ 00:01:36.859 Uttam Kumaran: Yeah, how’s, how’s the week going?
7 00:01:37.170 ⇒ 00:01:44.849 DavidLopez: It is going. It’s… we’re at the tail end, so you know, like, I’m in party mode. And by party mode, I mean I’m gonna be on my couch all weekend long.
8 00:01:44.850 ⇒ 00:01:50.139 Uttam Kumaran: Wait, yeah, tell me, okay, yeah, what’s the weekend plan? Even couch party mode is fine.
9 00:01:50.140 ⇒ 00:01:54.729 DavidLopez: Yeah, couch party mode it is. Outside of the adulting that I have to.
10 00:01:54.730 ⇒ 00:01:55.280 Uttam Kumaran: Yes.
11 00:01:55.280 ⇒ 00:02:00.949 DavidLopez: We all have to, like, run those errands. Other than that, I tried to, like, do absolutely nothing on the weekends, and that’s
12 00:02:02.080 ⇒ 00:02:06.149 DavidLopez: I don’t have anything until next weekend, so I’m gonna take it easy this weekend.
13 00:02:06.150 ⇒ 00:02:07.599 Uttam Kumaran: Tell me what’s next weekend?
14 00:02:07.770 ⇒ 00:02:11.969 DavidLopez: There’s this thing called, Bingo Loco, I don’t know if you’ve heard of it.
15 00:02:11.970 ⇒ 00:02:19.169 Uttam Kumaran: Wait, yes! My girlfriend and her mom went. Really? So, they’re having a Taylor Swift.
16 00:02:19.190 ⇒ 00:02:23.309 DavidLopez: version of it this next weekend, and I’m gonna be all up on that.
17 00:02:23.310 ⇒ 00:02:26.590 Uttam Kumaran: Wow, no way! In San Antonio?
18 00:02:26.590 ⇒ 00:02:32.629 DavidLopez: It’s in San Antonio, yeah. It looks like fun, I’ve never been, so hopefully, your girlfriend and her mom had a good time.
19 00:02:32.630 ⇒ 00:02:33.440 Uttam Kumaran: Yeah, he did.
20 00:02:33.440 ⇒ 00:02:35.049 DavidLopez: Only so I can save my money.
21 00:02:35.330 ⇒ 00:02:37.339 Uttam Kumaran: No, it was, like, electric.
22 00:02:37.340 ⇒ 00:02:40.639 DavidLopez: It looks so lit, it’s crazy. Definitely.
23 00:02:41.250 ⇒ 00:02:46.750 DavidLopez: That’s what I’m planning to do next weekend, so that’s why I need to recharge and be prepared for the.
24 00:02:46.750 ⇒ 00:02:51.309 Uttam Kumaran: Yes, yes, you gotta take… you gotta need 8 days, 9 days to prepare for that.
25 00:02:51.310 ⇒ 00:02:58.990 DavidLopez: Yes, yes, absolutely. So how about you? What do you have going on this weekend?
26 00:02:58.990 ⇒ 00:03:05.829 Uttam Kumaran: I just have a friend visiting, so we’re… we’re kind of, I think, in little party mode.
27 00:03:05.830 ⇒ 00:03:06.400 DavidLopez: Yeah, you have?
28 00:03:06.400 ⇒ 00:03:07.010 Uttam Kumaran: But…
29 00:03:07.010 ⇒ 00:03:09.680 DavidLopez: Maybe a friend come over, and then you don’t go out.
30 00:03:09.680 ⇒ 00:03:16.280 Uttam Kumaran: I know, I know, I feel like, you know, I’m the vessel, I’m just, like, just here to get us to the next bar.
31 00:03:16.280 ⇒ 00:03:19.430 DavidLopez: Exactly. Well, thank you for your sacrifice, sir.
32 00:03:19.430 ⇒ 00:03:39.160 Uttam Kumaran: Of course, of course, no problem. No, but it’s been really, really good this week. We presented a lot of, some great stuff to, Matt and, and Steven and Julie just now, and it’s all kind of a couple things that I’ll shoot your way as well, but it’s been really, really productive, you know, two weeks, and especially on
33 00:03:39.390 ⇒ 00:03:43.360 Uttam Kumaran: Stuff we’re helping with ABC on, so I’m pretty excited.
34 00:03:43.360 ⇒ 00:03:53.039 DavidLopez: Good, yeah, Matt asked me how our initial conversation went, and I wrote him down, he’s like, yeah, he says he can… he can help y’all out on some things, and I was like, bring it on! Bring it on!
35 00:03:54.280 ⇒ 00:04:04.450 DavidLopez: Yeah, so I mean, so, so far, if I can tell you, since we last chatted, we primarily did a couple things. One is we got a lot of deeper access to.
36 00:04:04.450 ⇒ 00:04:09.789 Uttam Kumaran: evolve and dream, and we got a lot of, like, fixed data from Les and from Matt.
37 00:04:09.810 ⇒ 00:04:26.970 Uttam Kumaran: And so we actually were able to do a lot of work around, you know, where is revenue coming from, where is it flowing? In addition, we did a lot of work on the marketing side, so we’re able to see really great insights from Google Analytics on where traffic is coming from, how people are converting on the website.
38 00:04:27.250 ⇒ 00:04:42.730 Uttam Kumaran: And so, you know, we really were able to get access to a lot of data. I think really where we’re kind of gonna land by the end of this month is, like, some recommendations, but of course, as I mentioned, a lot of it is going to be tailored to, like, okay, how do we hand some of this off to…
39 00:04:42.730 ⇒ 00:04:58.949 Uttam Kumaran: to David and Brian, and have you guys start to, you know, take some of the baton, and that’s really what, you know, I kind of want part of this conversation is just to kind of share that when we come on Wednesday, I’ll be walking kind of you through how we did some of the analysis.
40 00:04:58.950 ⇒ 00:05:02.000 DavidLopez: And then, kind of, like, we can game plan a little bit about, like.
41 00:05:02.000 ⇒ 00:05:03.539 Uttam Kumaran: Okay, where, if, like.
42 00:05:03.800 ⇒ 00:05:13.770 Uttam Kumaran: Thinking after this month, like, what are some changes we want to kind of make to the way we report stuff out, and how can we, like, build on some of the work that we’ve already done, you know, with.
43 00:05:13.770 ⇒ 00:05:14.120 DavidLopez: Okay.
44 00:05:14.120 ⇒ 00:05:15.949 Uttam Kumaran: with you and Brian’s help.
45 00:05:16.210 ⇒ 00:05:18.650 DavidLopez: Yeah, absolutely. That sounds exciting.
46 00:05:18.950 ⇒ 00:05:33.729 Uttam Kumaran: Yeah, so we’re actually getting, you know, we’re getting, like, database access to, Evolve, we’re getting deeper access to Dream, and so we should be able to actually, like, you know, report on live data without running, you know, exports, hopefully here soon.
47 00:05:33.920 ⇒ 00:05:44.429 DavidLopez: That’s fantastic. That’s something that we’ve been wanting and have been in kind of a struggle to obtain. We actually want to start using, like, SQL, to kind of, like…
48 00:05:44.430 ⇒ 00:05:44.980 Uttam Kumaran: Exactly.
49 00:05:44.980 ⇒ 00:05:50.870 DavidLopez: some of that information, but we’ve been… there’s been a lot of red tape that has restricted us from.
50 00:05:50.870 ⇒ 00:05:55.379 Uttam Kumaran: Yeah, so for some reason, maybe I was the last person to try, and it just worked this time.
51 00:05:55.380 ⇒ 00:06:05.669 DavidLopez: You know what? I’ll take it, you know? Like, as long as I get there, you know? That’s what I assumed, and so for me, that’s one thing I was like, look, we’re gonna try to do things.
52 00:06:05.670 ⇒ 00:06:19.129 Uttam Kumaran: we’re gonna get to these insights however we can, but if we can do it the way where we also, you know, are able to set up a great database, and yes, start to move some analysis into a SQL environment, like, that is what we are going to try to do, and so…
53 00:06:19.650 ⇒ 00:06:21.870 Uttam Kumaran: We’re close. We’re very close.
54 00:06:21.870 ⇒ 00:06:36.530 DavidLopez: Awesome. Well, that brings me, much joy, because again, that’s what we’ve been kind of wanting for a long, long while, and just being told by Evolve, we can’t do that, being told by IT, we can’t do that, and I was like, guys, it’s not that difficult.
55 00:06:36.530 ⇒ 00:06:40.690 Uttam Kumaran: Yeah, I don’t know, maybe I just said the magic word, and it, like, got figured out, I don’t know.
56 00:06:40.690 ⇒ 00:06:44.269 DavidLopez: Sometimes that’s what it takes, you know, it takes for someone else’s perspective, and I’m not.
57 00:06:44.270 ⇒ 00:06:48.269 Uttam Kumaran: Yeah, and I don’t… and I don’t have any, like, you know, I don’t… I just come in naive, I’m like, we’d like.
58 00:06:48.270 ⇒ 00:06:50.360 DavidLopez: Listen this, please, thank you.
59 00:06:51.010 ⇒ 00:06:52.780 DavidLopez: I love that, I love that.
60 00:06:52.780 ⇒ 00:07:11.840 Uttam Kumaran: And so, you know, along the way, also, I wanted to make sure, like, Julie’s really comfortable, Tim’s super comfortable, like, so we’ve been sharing, and I think we just, like, have been showing that, like, what the power of what we’re finding is. And of course, though, it’s really… our challenge is gonna be, like, trying not to bite off…
61 00:07:11.840 ⇒ 00:07:12.940 Uttam Kumaran: Too much.
62 00:07:12.940 ⇒ 00:07:19.600 Uttam Kumaran: And so, that’s why I’m… what you’ll see on Wednesday is, like, we are looking at quite a lot of…
63 00:07:19.600 ⇒ 00:07:26.280 Uttam Kumaran: different parts of ABC, and we’re gonna kind of start to stack rank where we feel the opportunities are, but
64 00:07:26.280 ⇒ 00:07:44.789 Uttam Kumaran: there’s gonna be part of this reporting that we should definitely continue to do on, like, you know, bi-weekly or a monthly basis, and that’s sort of, like, what we want to collaborate with you on, is, like, thinking through, okay, like, how do we truly report some of this information out, even beyond, you know, the stuff for just the CSR team?
65 00:07:44.790 ⇒ 00:07:56.389 Uttam Kumaran: You know, and then, okay, so what is that… so then what does that, like, actually look like on a weekly basis? How do we support… how does, like, a system support you to, like, be able to, like, you know, engage and…
66 00:07:56.390 ⇒ 00:08:07.360 Uttam Kumaran: and provide these insights, and like, okay, so what does it look like from a data warehouse, from building data models to, like, a BI tool? Like, those are the types of recommendations that we’re gonna give.
67 00:08:07.360 ⇒ 00:08:11.879 Uttam Kumaran: Leadership, in terms of, like, hey, if you… if we truly want to empower.
68 00:08:11.880 ⇒ 00:08:28.720 Uttam Kumaran: You know, David, like, we need some of these systems, and then it’s like, you want… like, you want Brainforce to do a lot of the dirty work and the heavy lifting, and then leave you with a place and a playground to, like, sort of analyze, and… and you have a lot of, you know, of the tribal knowledge of the company, and that’s what…
69 00:08:28.720 ⇒ 00:08:36.659 Uttam Kumaran: you’re gonna be able to give recommendations and your thoughts. And so, a couple things that I even told Matt and I told Yvette is, like, one is, like, we want to
70 00:08:36.659 ⇒ 00:08:55.540 Uttam Kumaran: try to find a way to do, you know, probably a working session each week or so, just, like, focused kind of on data, whether it’s just focus on data for the CSRs or otherwise. So that’s, like, one thing. I also want to start to include you on our, like, weekly calls, because we do present out on data.
71 00:08:55.870 ⇒ 00:09:12.420 Uttam Kumaran: And we’re starting to report out not only on the CSR work, but also this sort of, like, sales reporting data, and I think we can start to get into, like, a cadence of actually surfacing some of this up. And in particular, I know Bo and Steven are super, super interested
72 00:09:12.420 ⇒ 00:09:21.249 Uttam Kumaran: Matt’s been really, really receptive, and so we’re… there’s gonna be some behavior changes as part of, like, some of this that we really wanna, you know, push towards.
73 00:09:21.250 ⇒ 00:09:31.380 DavidLopez: Yeah, definitely. I know I jumped into a meeting with Amber and Yvette and Janiece yesterday, and I saw their dashboard for the zip code assignments for the CSR.
74 00:09:31.380 ⇒ 00:09:31.970 Uttam Kumaran: Oh, great.
75 00:09:31.970 ⇒ 00:09:41.800 DavidLopez: That was really, really cool, yeah, because the last time I left off, we were at the very beginning of that, and so kind of seeing the spreadsheet that we originated from.
76 00:09:41.800 ⇒ 00:09:42.899 Uttam Kumaran: Yes, yes.
77 00:09:42.900 ⇒ 00:09:44.729 DavidLopez: Or it was, like, a really, like, massive.
78 00:09:44.730 ⇒ 00:09:48.770 Uttam Kumaran: You see now, you can actually go in and, like, press and, like, add? It’s crazy.
79 00:09:48.770 ⇒ 00:09:56.609 DavidLopez: Yeah. Exactly. So I thought that was really, really cool. So yeah, definitely. Let’s get, I’d be happy to jump into those meetings.
80 00:09:56.610 ⇒ 00:09:59.689 Uttam Kumaran: Yeah, and then, like, I guess I’m curious also to hear, like.
81 00:09:59.720 ⇒ 00:10:17.470 Uttam Kumaran: how has, like, how has reporting… how have you been involved in, like, some of the broader company reporting today? And, like, just, like, kind of curious to hear, you know, what’s been the process, how have you been looped in today, so I can try to think about, you know, the, like, kind of the way to frame this and the way to, like, execute this.
82 00:10:17.630 ⇒ 00:10:34.600 DavidLopez: Yeah, so as far as, like, the broader view of things, we have a monthly meeting that we’ll provide data for, and it’s specifically for, like, our NPS scores, which we track on a weekly basis, from our dream software, Go Get Quality.
83 00:10:34.770 ⇒ 00:10:49.040 DavidLopez: and also our call center metrics for the past month are also included in that meeting, so that’s kind of just a really broad overview. And then, of course, like, on a monthly basis, we’ll have scorecards that go out for our technician KPIs, for our CSO.
84 00:10:49.040 ⇒ 00:10:55.170 DavidLopez: call center agents as well. So we do those in addition to the salespeople.
85 00:10:55.170 ⇒ 00:11:11.190 DavidLopez: Every quarter, we do, like, quarterly scorecards for the salespeople, and then we do annual scorecards, which we’re in the process of doing right now, because our company does reviews in February and March, so we’re putting those together, and… Okay.
86 00:11:11.260 ⇒ 00:11:16.039 DavidLopez: Definitely set up a better system for that, so that we track that month over month through.
87 00:11:16.040 ⇒ 00:11:16.660 Uttam Kumaran: Yes.
88 00:11:16.660 ⇒ 00:11:22.619 DavidLopez: and kind of combine it together at the very end, but it’s still very much done in an Excel, Google Sheet.
89 00:11:22.620 ⇒ 00:11:23.300 Uttam Kumaran: Okay.
90 00:11:23.300 ⇒ 00:11:24.620 DavidLopez: As it stands.
91 00:11:25.080 ⇒ 00:11:38.740 Uttam Kumaran: So there may be some initial opportunity to even just, like, bring that into a more modern environment where those are models that run, you know, each month. And is that all… you mentioned some of the call center data, but is that otherwise, like, kind of evolved data?
92 00:11:39.060 ⇒ 00:11:44.980 DavidLopez: So the sales and the technician KPIs are from Evolve and Dream.
93 00:11:45.160 ⇒ 00:11:49.379 DavidLopez: And then our call center data comes from 8x8.
94 00:11:49.760 ⇒ 00:11:50.770 Uttam Kumaran: Okay, okay.
95 00:11:50.770 ⇒ 00:11:51.320 DavidLopez: Yeah.
96 00:11:51.720 ⇒ 00:11:57.029 DavidLopez: Okay, makes sense. So yeah, I mean, those are all information that, like, we could start to basically.
97 00:11:57.030 ⇒ 00:12:01.380 Uttam Kumaran: Automate some of those pieces so that you’re actually spending more time, like.
98 00:12:01.430 ⇒ 00:12:05.010 DavidLopez: Digging into the data and, like, asking interesting questions, and, like.
99 00:12:05.010 ⇒ 00:12:09.280 Uttam Kumaran: We want it to be less of just, like, readouts and more of, like, a discussion, you know?
100 00:12:09.280 ⇒ 00:12:14.730 DavidLopez: Absolutely, yes. And I was even thinking about that, because I was like, I think y’all already have access to 8x8, right?
101 00:12:14.730 ⇒ 00:12:15.600 Uttam Kumaran: Yes.
102 00:12:15.600 ⇒ 00:12:30.349 DavidLopez: Yeah, the API connectors, which we will introduce, so thank you. So I think the majority of our sport cards come from 8x8, so I’m like, is there a way that we can even fold those in to what y’all are already pulling? But, you know, we’ll sit down and talk that through.
103 00:12:30.510 ⇒ 00:12:49.110 Uttam Kumaran: Yeah, so I think very similarly, like, I’m kind of interested to see those scorecards and how we do maybe a similar process for, you know, the sales data, for our Google Analytics data, for maybe our click-to-buy data, and, like, start to really weave in, like, a broader, you know,
104 00:12:49.330 ⇒ 00:13:03.639 Uttam Kumaran: just a broader scorecard of, like, how the month went, and then try to make it so, like, you can start to look at that, like, on a weekly basis, right? And it just improves the amount of, sort of, bets that… that the whole ABC team can take and to try to, like, you know, improve things.
105 00:13:03.890 ⇒ 00:13:08.050 DavidLopez: Absolutely, because specifically when it comes to the call center scorecards, we…
106 00:13:08.050 ⇒ 00:13:25.210 DavidLopez: utilize data from 8Byte, but the way that date… that the 8Byte pushes out that data currently, it’s across multiple reports, and so we put that into multiple places, and then kind of, like, Frankenstein it together into the scorecard to give kind of a broad overview for Yvette and those
107 00:13:25.440 ⇒ 00:13:31.950 DavidLopez: managers to get a better sense of the business, but if we could streamline that, that’d be fantastic as well.
108 00:13:32.420 ⇒ 00:13:34.870 Uttam Kumaran: Can I get a copy of that report, by the way?
109 00:13:34.870 ⇒ 00:13:36.350 DavidLopez: Yeah, absolutely.
110 00:13:36.450 ⇒ 00:13:41.670 DavidLopez: Where… I have your email address, so I will send it to you.
111 00:13:42.120 ⇒ 00:13:49.629 DavidLopez: And it’s still very much done in an Excel sheet as it stands right now, but let me just send this over your way.
112 00:13:52.050 ⇒ 00:13:55.360 DavidLopez: I’ll just send you, like, last month’s scorecards for past.
113 00:14:01.910 ⇒ 00:14:03.319 Uttam Kumaran: Yeah, that’d be perfect.
114 00:14:03.680 ⇒ 00:14:06.469 DavidLopez: Yeah, you should be getting that in the next minute or so.
115 00:14:06.470 ⇒ 00:14:13.479 Uttam Kumaran: And then the formatting, I guess the question is, like, was that something that, like, y’all developed? Was, like, kind of developed with the event, basically?
116 00:14:13.480 ⇒ 00:14:13.940 DavidLopez: Yeah.
117 00:14:13.940 ⇒ 00:14:18.160 Uttam Kumaran: Something that you think would scale across, like, other parts of the organization?
118 00:14:20.410 ⇒ 00:14:34.959 DavidLopez: Probably not. Okay. Because we so heavily rely on 8x8 being the system that we get all of our interactions in, and other departments don’t necessarily use that phone system. And if they do, they use it on a very minimal basis.
119 00:14:34.960 ⇒ 00:14:51.300 DavidLopez: So, for, like, our in-house team, they do use 8x8, but they don’t track anywhere near the metrics that we do, because they’re not as active on those phone calls. A lot of their business is done via email or SMS, which is done on a completely different system for them, which is called Front.
120 00:14:51.300 ⇒ 00:14:51.810 Uttam Kumaran: Yes.
121 00:14:51.810 ⇒ 00:14:54.060 DavidLopez: It’s just very segmented.
122 00:14:54.260 ⇒ 00:15:00.069 Uttam Kumaran: No, I guess I’m less about the systems, more of, like, even the formatting of the readout is, like, more of what I’m curious about.
123 00:15:00.810 ⇒ 00:15:06.039 DavidLopez: I think the format could work, there would just be different metrics, obviously.
124 00:15:06.040 ⇒ 00:15:06.720 Uttam Kumaran: Sure.
125 00:15:06.720 ⇒ 00:15:07.599 DavidLopez: Yeah, yeah. Yeah.
126 00:15:08.780 ⇒ 00:15:10.730 DavidLopez: Okay. But yeah, I think that it could be useful.
127 00:15:11.620 ⇒ 00:15:20.629 Uttam Kumaran: Because we’re gonna, again, we’re gonna start to land data across a few different systems, and so we just want to make sure that, okay, like, there’s some consistency in the way, like.
128 00:15:21.170 ⇒ 00:15:37.090 Uttam Kumaran: Each team is reporting out, right? Because if I go to, like… if I go to Bobby, I want to kind of give him a clear view of… of things across multiple parts, and I think, you know, right now, the CSR team is probably the furthest along, but I certainly know that other teams are…
129 00:15:37.130 ⇒ 00:15:43.209 Uttam Kumaran: probably, at a minimum, should just try to match what y’all are doing, and so I’m like, okay…
130 00:15:43.230 ⇒ 00:16:03.199 Uttam Kumaran: how do I… how do I enable, like, you and Brian to try to maybe own some of that, but also remove… remove the lift of the preparing, because there’s no way you guys are going to be able to prepare all of that, but what I want to avoid is that, like, my team is sort of, like, reporting on it, but we don’t have a lot of the inside baseball.
131 00:16:03.200 ⇒ 00:16:06.290 Uttam Kumaran: And so it has to be, like, sort of a little bit of a collaboration.
132 00:16:06.540 ⇒ 00:16:20.459 DavidLopez: Absolutely, absolutely. And yeah, I think that’s what we started when I first started in the call center. It was Yvette and I just sitting down and hammering out, like, what do we want to track? What do we want to see? And then that is still evolving, like, we’ll still get
133 00:16:20.460 ⇒ 00:16:30.949 DavidLopez: email saying, hey, like, give me some insight into this, because she’ll start, like, digging in, and you know, as you know with data, one thing leads to another, and so it’s still very much an evolving thing.
134 00:16:31.260 ⇒ 00:16:36.509 DavidLopez: But that’s our… the scorecard that you have right now is the standard that we use month over month.
135 00:16:37.090 ⇒ 00:16:38.600 Uttam Kumaran: Perfect, okay, okay, great.
136 00:16:41.030 ⇒ 00:16:43.600 Uttam Kumaran: Okay, amazing.
137 00:16:43.890 ⇒ 00:16:53.350 Uttam Kumaran: Yeah, so I think maybe if I just chat briefly about Wednesday. So, we have a couple of sessions that we’re going to do. We’re going to be presenting,
138 00:16:53.540 ⇒ 00:17:03.979 Uttam Kumaran: one slide on, like, one set of slides in the commercial side of our business, and sort of talking a bit about, like, B2B marketing. We’re also gonna be presenting.
139 00:17:08.750 ⇒ 00:17:10.500 DavidLopez: Hey, Yutam, I think I lost ya.
140 00:17:16.920 ⇒ 00:17:17.909 DavidLopez: Give me time?
141 00:17:23.339 ⇒ 00:17:26.020 DavidLopez: Yeah, I’ve got no audio, I don’t know if you can hear me.
142 00:17:26.170 ⇒ 00:17:27.130 DavidLopez: Or lost on it.
143 00:17:27.130 ⇒ 00:17:28.099 Uttam Kumaran: Oh, can you hear me?
144 00:17:28.109 ⇒ 00:17:29.399 DavidLopez: There you are.
145 00:17:29.400 ⇒ 00:17:35.789 Uttam Kumaran: Sorry. Yeah, I was saying, you know, we’re gonna present a little bit about,
146 00:17:36.060 ⇒ 00:17:54.800 Uttam Kumaran: our industry analysis, we’re going to present some updates about, like, our awareness and conversion on the website. But I also do want to take the moment while, Bo and Steven are there to actually present, like, kind of, like, your workflow and talk a little bit about,
147 00:17:54.800 ⇒ 00:17:57.750 Uttam Kumaran: What it takes to put together, like, the…
148 00:17:57.850 ⇒ 00:18:00.140 Uttam Kumaran: The reporting that you mentioned, you know?
149 00:18:00.140 ⇒ 00:18:00.510 DavidLopez: Yeah.
150 00:18:00.510 ⇒ 00:18:04.530 Uttam Kumaran: Because I want them to sort of kind of gain some understanding of, like.
151 00:18:04.720 ⇒ 00:18:11.640 Uttam Kumaran: okay, like, how do we really align reporting across each different part of the business, and to.
152 00:18:11.640 ⇒ 00:18:12.020 DavidLopez: Shuttle.
153 00:18:12.020 ⇒ 00:18:19.029 Uttam Kumaran: them, like, okay, what is the manual process that, you know, David and team are going through to do this for the CSRs?
154 00:18:19.030 ⇒ 00:18:34.189 Uttam Kumaran: how does, like, an improved data infrastructure, like, where that’s more SQL-based support… support this? And so I do kind of want to do that with them, because I know they’re… they’re really interested to see that, but I know it’s… it’s gonna be a kind of a different language for them, you know, almost.
155 00:18:34.190 ⇒ 00:18:37.420 DavidLopez: For sure. They just know the magic of it all. They requested.
156 00:18:37.420 ⇒ 00:18:38.040 Uttam Kumaran: Yes.
157 00:18:38.380 ⇒ 00:18:39.280 DavidLopez: And, like, they.
158 00:18:39.280 ⇒ 00:18:39.830 Uttam Kumaran: Totally.
159 00:18:39.830 ⇒ 00:18:42.239 DavidLopez: It takes to get there, for sure.
160 00:18:42.450 ⇒ 00:19:00.310 Uttam Kumaran: So I guess it’s kind of like… I’m sort of open to how… for you to be at any amount of those. You know, would love to have you sit in as much as you can. I’m sure you have a busy schedule, so you let me know which ones you feel interested in, or,
161 00:19:00.330 ⇒ 00:19:15.849 Uttam Kumaran: you know, that’s sort of, like, would be our priority, is to… is to have a discussion about, like, what an infrastructure… improved infrastructure would look like to support, you know, more analysis and, you know, spend less time on the preparation side.
162 00:19:15.870 ⇒ 00:19:24.670 Uttam Kumaran: You know, so if you’d be open to that, I can include you on the invite, and, it’s, again, it’s gonna be Wednesday, sort of morning to, like, probably around noon.
163 00:19:24.900 ⇒ 00:19:38.780 DavidLopez: Okay, I’ve got some meetings scheduled that morning, but I can… I’ll… I think I can move around 1 or 2, so that I can pop in, but I’m also available between 8 and 9.30. Okay.
164 00:19:39.130 ⇒ 00:19:49.880 Uttam Kumaran: Okay, so let me, yeah, if you can just tell me what the slot is that you’re free, and then I’ll just make sure that the agenda sort of allows for whatever content we need to… to have you looped in there.
165 00:19:50.160 ⇒ 00:19:58.329 DavidLopez: Yeah, right now I’ve got 8 to 9.30. I can move some stuff to be available between 11 and 1. I don’t know if y’all are going to be going that late.
166 00:19:58.330 ⇒ 00:19:59.410 Uttam Kumaran: Yeah, we will be, we will be.
167 00:19:59.410 ⇒ 00:20:00.750 DavidLopez: Okay, perfect.
168 00:20:01.560 ⇒ 00:20:09.410 Uttam Kumaran: Cool, so yeah, we can… if we can aim for 11, then… I mean, we’ll be talking through, so I’m sure we’ll be sitting in a conference room or something.
169 00:20:09.410 ⇒ 00:20:10.350 DavidLopez: Yeah, absolutely.
170 00:20:10.350 ⇒ 00:20:15.790 Uttam Kumaran: Yeah, and then I would love to, you know, I really do want to explain to them
171 00:20:15.900 ⇒ 00:20:34.239 Uttam Kumaran: like, one of the parts of this whole piece is to show them, like, how difficult it is. Like, we really, you know, pulled out a lot of stops to, like, get this data and, like, model it and show it so quickly, but I do want to express to them that it’s… it is very, very manual,
172 00:20:34.260 ⇒ 00:20:51.679 Uttam Kumaran: And for us to get any of these insights on a more recurring basis and, you know, actually try things and see if they change information, we have to make some investments into, you know, better, you know, data infrastructure. So, something that I’m gonna be… yeah, I’m gonna be.
173 00:20:51.680 ⇒ 00:20:53.840 DavidLopez: We’re behind the times a little bit over here.
174 00:20:53.840 ⇒ 00:20:58.170 Uttam Kumaran: Yes, yeah, so that’s something I’m gonna be putting together. I want to get their buy-in.
175 00:20:58.170 ⇒ 00:20:58.560 DavidLopez: So…
176 00:20:58.560 ⇒ 00:21:02.340 Uttam Kumaran: So we all, like, agree that this is a problem, you know?
177 00:21:02.340 ⇒ 00:21:04.979 DavidLopez: Yeah. Versus, I know for sometimes, for folks that…
178 00:21:04.980 ⇒ 00:21:14.239 Uttam Kumaran: aren’t as technical, hearing, like, we have 100 tools, like, why can’t we use all the same ones? Like, it can be overwhelming. So I want to avoid that situation.
179 00:21:14.240 ⇒ 00:21:19.420 DavidLopez: Yeah, that’s fair, that’s fair, and I like it. I like your approach, you don’.
180 00:21:19.420 ⇒ 00:21:23.139 Uttam Kumaran: Yeah, I want them to become SQL wizards in that one hour.
181 00:21:23.140 ⇒ 00:21:28.099 DavidLopez: Exactly. Easy. So, a light lift, for sure.
182 00:21:28.100 ⇒ 00:21:31.130 Uttam Kumaran: Yes, yes. That’s funny.
183 00:21:31.640 ⇒ 00:21:36.429 Uttam Kumaran: Okay, great. So yeah, that’s… that’s sort of, like, all I kind of wanted to cover today. I think we’ll…
184 00:21:36.850 ⇒ 00:21:56.229 Uttam Kumaran: We’ll be in town basically until probably 1, but, like, I would love to, you know, we’ll take a look at the reports you sent, I’m sure I’ll have some questions, and so we can spend some time, together on Wednesday. But yeah, I think that’s… that’s roughly our plan, and, yeah, I mean, that’s really what I wanted to cover today.
185 00:21:56.550 ⇒ 00:22:06.980 DavidLopez: I like it. Well, I look forward to seeing y’all here in San Antonio, and I’d be happy to go over anything before, and I look forward to looking… or sitting in on those meetings, too.
186 00:22:07.350 ⇒ 00:22:08.210 Uttam Kumaran: Perfect.
187 00:22:08.210 ⇒ 00:22:11.499 DavidLopez: So that way we can get this locked on board, yeah?
188 00:22:11.500 ⇒ 00:22:25.860 Uttam Kumaran: Yes, yes. I know the year’s already started, so it’s a good time for some change, and so I really want to try to get us into some good habits, and as many parts of the business as we… we feel like we can… we can do a good job in, you know? So that’s what we’ll be sharing.
189 00:22:25.860 ⇒ 00:22:28.220 DavidLopez: Absolutely, and what better time than.
190 00:22:28.220 ⇒ 00:22:28.740 Uttam Kumaran: Yes.
191 00:22:28.740 ⇒ 00:22:30.070 DavidLopez: here, yeah.
192 00:22:30.070 ⇒ 00:22:30.810 Uttam Kumaran: Yes.
193 00:22:30.930 ⇒ 00:22:37.849 Uttam Kumaran: Awesome. Okay, perfect. Well, enjoy the weekend, and take some… take some… take some rest, and get ready.
194 00:22:37.850 ⇒ 00:22:39.820 DavidLopez: Yes.
195 00:22:39.820 ⇒ 00:22:42.090 Uttam Kumaran: Watch some bingo YouTube videos of…
196 00:22:42.090 ⇒ 00:22:42.460 DavidLopez: Oh, yeah.
197 00:22:42.460 ⇒ 00:22:43.240 Uttam Kumaran: party.
198 00:22:43.240 ⇒ 00:22:47.050 DavidLopez: I love it, I love it. I’m gonna get hyped.
199 00:22:47.050 ⇒ 00:22:48.000 Uttam Kumaran: Yes, perfect.
200 00:22:48.000 ⇒ 00:22:52.579 DavidLopez: Well, have a great time this weekend, have fun, and I’ll see y’all next week.
201 00:22:52.580 ⇒ 00:22:54.050 Uttam Kumaran: Thank you, David. Okay, perfect.
202 00:22:54.050 ⇒ 00:22:54.650 DavidLopez: Right.
203 00:22:54.840 ⇒ 00:22:55.400 Uttam Kumaran: Bye.