Meeting Title: Customer IO Follow-Up Reminders Sync Date: 2025-09-11 Meeting participants: Judd Kuehling, Henry Zhao, Bobby Caruso
WEBVTT
1 00:01:24.250 ⇒ 00:01:25.629 Henry Zhao: Hey again, Judd.
2 00:01:26.320 ⇒ 00:01:27.210 Judd Kuehling: Hey!
3 00:01:27.630 ⇒ 00:01:28.740 Henry Zhao: I feel like we just met.
4 00:01:29.290 ⇒ 00:01:30.160 Judd Kuehling: Yeah.
5 00:01:34.040 ⇒ 00:01:35.630 Bobby Caruso: Hey, how are you guys?
6 00:01:35.630 ⇒ 00:01:36.480 Henry Zhao: Yeah, Bobby.
7 00:01:41.540 ⇒ 00:01:43.889 Henry Zhao: Alright, should we jump in? We got a lot to go over.
8 00:01:44.710 ⇒ 00:01:45.900 Bobby Caruso: That’s true.
9 00:01:47.580 ⇒ 00:01:48.700 Henry Zhao: Hmm, alright.
10 00:01:48.960 ⇒ 00:01:57.900 Henry Zhao: So, Bobby, is there anything else that needs to be done, on this audit that you’ve done with Judd?
11 00:01:58.590 ⇒ 00:02:01.910 Henry Zhao: So, is one addressed with Christiana here?
12 00:02:03.190 ⇒ 00:02:05.440 Bobby Caruso: Let me look through it.
13 00:02:10.320 ⇒ 00:02:13.240 Bobby Caruso: Yes, that was an issue at the Basque side.
14 00:02:16.030 ⇒ 00:02:16.690 Henry Zhao: Okay.
15 00:02:17.140 ⇒ 00:02:26.269 Henry Zhao: And then a little bit more context on, okay, we still need a way to filter out people who cancel with Eden. You’re talking about, like, canceling their plan, right? So, they have a 6-month plan, they canceled in month 3,
16 00:02:27.250 ⇒ 00:02:29.810 Henry Zhao: Or is that not right?
17 00:02:31.110 ⇒ 00:02:44.790 Bobby Caruso: It’s pretty much right. I mean, we get people, like, it’s a little, like, take it with a grain of salt, but basically, like, you know, we need to be able to send refill reminders or follow-up reminders to people.
18 00:02:44.930 ⇒ 00:02:47.709 Bobby Caruso: And…
19 00:02:48.050 ⇒ 00:03:06.999 Bobby Caruso: some people will, like, cancel with Eden, and then they’ll get these reminders, and they’re, like… and they’re, like, furious about it, because they’re like, I canceled already. And it’s like, part of that is, like, you know, as with any product that’s subscription-based, we want to win them back, but we have had the situation where someone, like.
20 00:03:07.090 ⇒ 00:03:13.779 Bobby Caruso: So, for example, they’re on… One product, they stop taking it, they move to another.
21 00:03:13.870 ⇒ 00:03:33.610 Bobby Caruso: like, in that case, ideally, we don’t keep reminding them about the product they canceled. They’re still a happy customer. That’s a little in the weeds. I’m curious if you have any ideas about it. Like, it keeps coming up, we have angry customers. One could argue that these are customers we’ve already kind of lost in a lot of ways, so I don’t know, like, how much of a
22 00:03:33.610 ⇒ 00:03:35.649 Bobby Caruso: Revenue opportunity there is.
23 00:03:35.650 ⇒ 00:03:37.689 Bobby Caruso: But I definitely get a lot of angry…
24 00:03:37.910 ⇒ 00:03:41.819 Bobby Caruso: Energy toward me, that we’re still emailing people that have canceled.
25 00:03:42.630 ⇒ 00:03:49.139 Henry Zhao: When they cancel, does the BASC status for the order show up as treatment updated and then status canceled?
26 00:03:50.310 ⇒ 00:03:57.510 Bobby Caruso: Not necessarily. I think maybe sometimes… I think a lot of times, these are people, for example.
27 00:03:57.780 ⇒ 00:04:04.299 Bobby Caruso: we’ll have people who… I mean, here’s more extreme examples, but we’ll have people that, like, tell our support team, like.
28 00:04:04.790 ⇒ 00:04:20.740 Bobby Caruso: they medically can’t keep taking this drug. Maybe they got pregnant, maybe they’re allergic to it, their doctor told them to stop taking it, whatever. So a lot of this comes through, like, support, and I asked if there was, like, something in Zendesk that you can reference, and, like, webhook out.
29 00:04:21.190 ⇒ 00:04:25.990 Bobby Caruso: I don’t think there’s something perfect there, but they could probably build it, even if it’s, like, a checkbox.
30 00:04:26.720 ⇒ 00:04:27.329 Henry Zhao: The banger.
31 00:04:27.330 ⇒ 00:04:29.260 Bobby Caruso: maybe… I’m sorry?
32 00:04:29.490 ⇒ 00:04:31.789 Henry Zhao: The they here that you just said, that they can build it?
33 00:04:32.480 ⇒ 00:04:37.979 Bobby Caruso: Good question. Whoever manages the Zendesk instance and, like, creates new fields, etc.
34 00:04:38.540 ⇒ 00:04:51.540 Henry Zhao: Okay. So maybe, like, have a field that’s, like, stop follow-up reminders, and then I… when… so then when I pass Judd the emails for treatment follow-up reminders, we look at these people and just say, like, we’re not gonna send them follow-up reminders.
35 00:04:53.050 ⇒ 00:04:56.149 Bobby Caruso: I like that, and then it would just be for that treatment.
36 00:04:58.640 ⇒ 00:05:03.939 Henry Zhao: I don’t know if that would be possible.
37 00:05:07.860 ⇒ 00:05:13.309 Henry Zhao: I guess the field in Zendesk would probably have to say which treatment it is that we want to stop follow-up reminders for.
38 00:05:16.610 ⇒ 00:05:20.399 Henry Zhao: I know that’s where it gets complicated, because we’re about to…
39 00:05:20.400 ⇒ 00:05:27.350 Bobby Caruso: We’re about to reintroduce, a second GLP-1, Terzepatide. It will…
40 00:05:28.060 ⇒ 00:05:41.169 Bobby Caruso: We’ve had it in the past. If the past is any indication of the future, it will be wildly successful. We probably will have a lot of people who change between the two products. Active Semma customers will move to TERS,
41 00:05:41.900 ⇒ 00:05:57.999 Bobby Caruso: The opposite doesn’t really happen. Semaglutide is cheaper than TERS, but it is clinically more effective. People lose more weight, and also, there’s clinically less side effects. So, like, unless someone is really just price conscious, for the most part, they’re always going to want to go from some to TERS.
42 00:05:58.430 ⇒ 00:06:05.040 Bobby Caruso: So, what we used to run into, and what we’re honestly probably about to run into again a lot, is…
43 00:06:05.360 ⇒ 00:06:10.429 Bobby Caruso: people start getting a bunch of follow-up reminders for summer, even though they’ve already, like, moved on to TERS.
44 00:06:10.860 ⇒ 00:06:12.360 Bobby Caruso: And it’s hard to, like.
45 00:06:13.280 ⇒ 00:06:18.509 Bobby Caruso: I’m with you, like, logistically, it’s like, how do I capture that? You know? So…
46 00:06:18.800 ⇒ 00:06:20.019 Bobby Caruso: But I know it’s gonna be…
47 00:06:20.020 ⇒ 00:06:22.680 Henry Zhao: How often this happens? How often do you think this happens?
48 00:06:23.280 ⇒ 00:06:28.949 Henry Zhao: Is it, like, one every month? Is it, like, 50 a day? Like, I need to know the scale, because if it’s not the.
49 00:06:28.950 ⇒ 00:06:32.119 Bobby Caruso: Yeah, you’re probably… Probably a handful a week.
50 00:06:32.920 ⇒ 00:06:48.839 Henry Zhao: handful of weeks, then it might be easiest for them to just manually keep track of it somehow, and then I can do some sort of mapping where we say, these people for these treatment follow-up reminders, we don’t want to send follow-up reminders for, and then when we have a new GLP-1, we can go back in and say, like.
51 00:06:48.970 ⇒ 00:06:54.110 Henry Zhao: we can… create a new treatment group, even, or, like, a sub-treatment group, right? Like…
52 00:06:54.990 ⇒ 00:07:00.030 Henry Zhao: Seminters can be not counted as the same treatment group just for this purpose.
53 00:07:00.600 ⇒ 00:07:01.350 Bobby Caruso: Yeah.
54 00:07:01.470 ⇒ 00:07:08.820 Bobby Caruso: they definitely… shouldn’t be in general, for a lot of reasons, but… but that… but for sure.
55 00:07:09.170 ⇒ 00:07:13.149 Bobby Caruso: Can you, like, after this call, can you, like…
56 00:07:13.360 ⇒ 00:07:30.809 Bobby Caruso: Or let me know the best way that that can be captured. The MX team, like, the support team, they’re pretty good about any kind of workflow we want to set up, so we could have them, like, for example, fill out, like, a Google form, choose the treatment that they want to stop receiving columns for.
57 00:07:30.810 ⇒ 00:07:46.750 Bobby Caruso: And the number email, and if that goes to you somehow, like, you know. So we can build whatever process, because I agree, it needs to be automated, even if it requires more work on the MX team, like, it’s just not productive for them to be, like, reaching out to Jed and I every time.
58 00:07:46.750 ⇒ 00:07:51.159 Bobby Caruso: And being like, this person wants to stop getting this one specific email, and I’m like, well…
59 00:07:54.510 ⇒ 00:07:58.869 Henry Zhao: Does this apply just to treatment follow-up reminders, or are there other email types that this is happening for?
60 00:07:59.520 ⇒ 00:08:04.800 Bobby Caruso: I would say, for the most part, it’s just the treatment follow-up reminders, because the refills, if…
61 00:08:06.570 ⇒ 00:08:16.910 Bobby Caruso: if they’re honestly already going to get a refill, we need to tell them, even if it’s an accident. Like, they do need to know that. And the shipping and post-purchase columns are, like, triggered so quickly.
62 00:08:17.150 ⇒ 00:08:21.740 Bobby Caruso: recently by something they just did, so I would say it’s isolated to this.
63 00:08:22.630 ⇒ 00:08:23.270 Henry Zhao: Okay.
64 00:08:23.650 ⇒ 00:08:25.020 Henry Zhao: Chad, you had something to say?
65 00:08:25.810 ⇒ 00:08:36.980 Judd Kuehling: No, I was just realizing that, like, Bobby and I had a conversation a few weeks ago about this, and I completely forgot to talk to you about it, Henry, but one thing that we talked about is, for the follow-ups.
66 00:08:37.210 ⇒ 00:08:43.020 Judd Kuehling: Instead of having one field that’s just, like, on, off, on, off, based on the number of days.
67 00:08:43.610 ⇒ 00:08:51.739 Judd Kuehling: We would ideally love to have a field that is on from the beginning of the time period, which I think is, like, 14 days out, or something like that.
68 00:08:52.180 ⇒ 00:09:02.919 Judd Kuehling: Stays on through the entire time period, and then comes off after it’s out of the time period. And then a second field, which says the amount of days until
69 00:09:03.700 ⇒ 00:09:07.910 Judd Kuehling: The follow-up is due, and it would be, like, 14…
70 00:09:08.380 ⇒ 00:09:18.589 Judd Kuehling: whatever, I forget the numbers, I’m sorry, 7, 5, 3, and then after would be, like, negative 3, negative 5, negative 7, and then that field would be zeroed out.
71 00:09:18.870 ⇒ 00:09:23.070 Judd Kuehling: As well, once we get past that end of the time range.
72 00:09:23.620 ⇒ 00:09:25.699 Henry Zhao: I can do that, that’s pretty easy to do.
73 00:09:26.380 ⇒ 00:09:27.010 Judd Kuehling: Okay.
74 00:09:27.880 ⇒ 00:09:32.100 Judd Kuehling: I completely forgot about this. I know Bobby and I talked about it a while ago, and I just…
75 00:09:33.020 ⇒ 00:09:34.510 Judd Kuehling: It’s in my notes somewhere.
76 00:09:34.510 ⇒ 00:09:37.809 Henry Zhao: Message me that, just so I can flag it. Yeah. Yeah.
77 00:09:39.370 ⇒ 00:09:47.450 Henry Zhao: Okay, so we can work on that, and then number 3, is there any follow-up needed for that on these recent delays?
78 00:09:55.290 ⇒ 00:10:05.430 Bobby Caruso: So… This is, like, less… Urgent today.
79 00:10:06.380 ⇒ 00:10:13.460 Bobby Caruso: But I think it’s an important, like, gold standard that we should work toward, and maybe we can start thinking about.
80 00:10:14.350 ⇒ 00:10:15.340 Bobby Caruso: So…
81 00:10:20.060 ⇒ 00:10:21.719 Bobby Caruso: If someone’s on Auto Bell.
82 00:10:22.120 ⇒ 00:10:25.369 Henry Zhao: There’s, like, obviously a specific time.
83 00:10:25.370 ⇒ 00:10:28.159 Bobby Caruso: that they’re built, right? They’re… that they’re built, like…
84 00:10:28.890 ⇒ 00:10:39.799 Bobby Caruso: it is a binary, like, were they billed or were they not, right? And we need to tell them before that happens, and we need to have insight into when that’s coming up. That’s working as intended.
85 00:10:39.900 ⇒ 00:10:47.289 Bobby Caruso: The follow-up is a little squishier, right? It’s like, we use some of the same dates, but this is the day that they should.
86 00:10:47.460 ⇒ 00:10:58.780 Bobby Caruso: do a follow-up. If they don’t do the follow-up, nothing happens. I mean, they run out of medication, but like, you know, the day before and the day after the follow-up, there’s no difference, you know what I mean?
87 00:10:58.890 ⇒ 00:11:05.129 Bobby Caruso: So, that gives us a lot more control on, like, how we message it.
88 00:11:05.430 ⇒ 00:11:12.410 Bobby Caruso: I say that because, today. Today’s fate.
89 00:11:12.750 ⇒ 00:11:14.080 Bobby Caruso: task.
90 00:11:15.080 ⇒ 00:11:19.500 Bobby Caruso: Has its own logic that determines What?
91 00:11:19.670 ⇒ 00:11:24.499 Bobby Caruso: when this person should follow up. Historically, that has meant
92 00:11:24.700 ⇒ 00:11:28.649 Bobby Caruso: 22 days after the order was sent to the pharmacy.
93 00:11:30.510 ⇒ 00:11:34.630 Bobby Caruso: When things are operating, if it’s monthly order.
94 00:11:34.890 ⇒ 00:11:37.750 Bobby Caruso: And there’s no refills left.
95 00:11:39.240 ⇒ 00:11:48.540 Bobby Caruso: Historically, if things are operating smoothly, and, like, things are shipping on time, that’s fine.
96 00:11:48.750 ⇒ 00:11:56.760 Bobby Caruso: things get really messy when, orders are delayed. Because you can imagine a world where
97 00:11:56.950 ⇒ 00:11:59.969 Bobby Caruso: It took 2 weeks to ship someone’s order.
98 00:12:00.260 ⇒ 00:12:10.800 Bobby Caruso: And at that point, we’re emailing them a week later, saying, hey, it’s time for a refill. And they’re like, I only took one shot out of this. Like, I got it 6 days ago. What do you mean? I’m not ordering a refill yet.
99 00:12:10.910 ⇒ 00:12:12.860 Bobby Caruso: So…
100 00:12:13.420 ⇒ 00:12:20.279 Bobby Caruso: I think in general, like, because that date is kind of, like, made up in a way, like.
101 00:12:20.460 ⇒ 00:12:27.529 Bobby Caruso: I would love to work toward a system, also knowing that, like, eventually we’re gonna have an EMR that’s not BOSC, and, like, you know… Yeah.
102 00:12:27.630 ⇒ 00:12:42.750 Bobby Caruso: we could move towards a system where we have our own logic that determines when someone’s due for a follow-up. Again, that doesn’t need to be done this week, but, like, it could be something we start to talk about, because, like… so, for example, I mean, the
103 00:12:43.000 ⇒ 00:12:55.430 Bobby Caruso: best case scenario here is, like, once someone’s order is delivered for that product, X days later is when they’re expected to do a check-in, so long as no
104 00:12:55.620 ⇒ 00:13:13.550 Bobby Caruso: as that treatment is not on auto bill. So, like, that’s the ideal logic here, right? It’s like, your order came, you injected it that day, there’s 4 doses in there, so about 3 weeks later, you need to place another order so you get, you know, uninterrupted treatments.
105 00:13:13.620 ⇒ 00:13:19.360 Bobby Caruso: That’s ideal. And it’s not how Bass does it now, we can’t tell Bass to change their logic, but, like.
106 00:13:19.680 ⇒ 00:13:21.739 Bobby Caruso: We could probably build our own logic.
107 00:13:22.090 ⇒ 00:13:25.219 Henry Zhao: We blow that in EMR, right? Blow that in EMR?
108 00:13:27.800 ⇒ 00:13:29.960 Bobby Caruso: That’s a good question, probably.
109 00:13:30.310 ⇒ 00:13:33.059 Henry Zhao: Yeah, maybe we can finish. So, Jed, let’s talk about this, yeah.
110 00:13:35.600 ⇒ 00:13:39.259 Henry Zhao: Yeah, we don’t need to include… yeah, we have more to go over with Bobby, so…
111 00:13:39.540 ⇒ 00:13:40.860 Henry Zhao: You get the idea there.
112 00:13:40.980 ⇒ 00:13:43.910 Henry Zhao: And let’s just keep it on our to-do list.
113 00:13:44.400 ⇒ 00:13:44.960 Judd Kuehling: Yeah.
114 00:13:47.160 ⇒ 00:13:53.390 Henry Zhao: And then number 4, we should… hopefully are addressing them, once I add the new people into CIO.
115 00:13:53.600 ⇒ 00:14:00.199 Henry Zhao: Judd, so… Yeah, we’ll just have to double-check that.
116 00:14:01.900 ⇒ 00:14:05.980 Bobby Caruso: Yeah, this is, like, that Optio issue that I’m sure you’re aware of. It’s, like.
117 00:14:06.150 ⇒ 00:14:09.850 Bobby Caruso: It’s nothing you guys did wrong, it’s just a complete nightmare.
118 00:14:10.790 ⇒ 00:14:13.250 Henry Zhao: What’s the Optio issue?
119 00:14:14.980 ⇒ 00:14:26.240 Bobby Caruso: Long story short, there’s a pharmacy that we work with that’s now handling a high volume of orders that is not sending order-shipped events to BASC, therefore not sending them to us, therefore not triggering emails.
120 00:14:27.900 ⇒ 00:14:29.050 Henry Zhao: Has that been resolved?
121 00:14:29.720 ⇒ 00:14:30.340 Bobby Caruso: No.
122 00:14:31.920 ⇒ 00:14:34.470 Henry Zhao: So do we need to resolve it on their end, or…
123 00:14:37.290 ⇒ 00:14:40.920 Judd Kuehling: Stoppedios in, trying to, get their… theirs.
124 00:14:41.310 ⇒ 00:14:47.870 Judd Kuehling: connection… be timely, and to be… to be divvas in a timely way, I believe, right, Bobby?
125 00:14:48.770 ⇒ 00:15:00.019 Bobby Caruso: Yeah, I think that’s accurate, and I think they had this, like, interim solution where they were, like, working out of spreadsheets and just, like, manually inputting the data into BASC. But Henry, as you may or may not know, when…
126 00:15:00.390 ⇒ 00:15:05.080 Bobby Caruso: manual data entry happens in DOS, no web hosts are sent. So it’s like…
127 00:15:05.510 ⇒ 00:15:11.899 Bobby Caruso: you know, it’s, like, basically useless to me. If they’re… like, it looks good in maths, but it doesn’t get it.
128 00:15:14.500 ⇒ 00:15:18.950 Henry Zhao: So I guess these people didn’t… Rebecca, Christiana, and Amy didn’t respond on number 4, right?
129 00:15:19.320 ⇒ 00:15:22.929 Bobby Caruso: we’re kind of, like, all over it in different ways. It’s like, it’s…
130 00:15:22.930 ⇒ 00:15:23.360 Judd Kuehling: Yeah.
131 00:15:23.360 ⇒ 00:15:28.179 Bobby Caruso: I would say you probably don’t need anything from your side on this right now, unless…
132 00:15:29.250 ⇒ 00:15:33.920 Judd Kuehling: No, I don’t think so, but we’ll be… we’ll let you know if there’s anything that… Your side.
133 00:15:34.420 ⇒ 00:15:35.940 Henry Zhao: Yeah, let me know if that changes.
134 00:15:37.030 ⇒ 00:15:51.290 Henry Zhao: Next thing is this traits. So, you guys confirmed that you don’t need any of this stuff in Customer I.O, right? Right. I’m gonna turn it off in segment. I believe this is what it is that’s sending it, because it matches what Bobby sent me in this link.
135 00:15:51.520 ⇒ 00:16:01.950 Henry Zhao: But let’s monitor, Judd. If something breaks, or something is unexpected, let me know, so we can look at it, okay? But I’m just turning off this traits, and hopefully we’ll see the WVO stuff stop coming in.
136 00:16:02.180 ⇒ 00:16:03.120 Bobby Caruso: I love it.
137 00:16:03.480 ⇒ 00:16:04.480 Henry Zhao: Other things, yeah.
138 00:16:07.030 ⇒ 00:16:10.810 Judd Kuehling: Let’s wait, Bobby, did you delete those fields already, Bobby, or are you waiting on that?
139 00:16:11.000 ⇒ 00:16:12.610 Bobby Caruso: Not yet, I’m waiting.
140 00:16:12.610 ⇒ 00:16:18.220 Judd Kuehling: Okay, let’s wait, let’s wait just for a little bit to just make sure that… Jesus.
141 00:16:18.410 ⇒ 00:16:19.739 Judd Kuehling: This is done first.
142 00:16:20.340 ⇒ 00:16:22.119 Henry Zhao: Maybe before I turn it off, or turn it off, and then…
143 00:16:22.390 ⇒ 00:16:26.309 Judd Kuehling: No, I want you to turn it off first, and then we’ll turn off the… and then we’ll delete the fields later.
144 00:16:27.550 ⇒ 00:16:29.000 Henry Zhao: Okay, okay, okay.
145 00:16:29.120 ⇒ 00:16:31.680 Henry Zhao: So I will do this right… right after this call, then.
146 00:16:31.680 ⇒ 00:16:32.660 Judd Kuehling: Okay, great.
147 00:16:32.930 ⇒ 00:16:34.000 Henry Zhao: Okay, cool.
148 00:16:34.870 ⇒ 00:16:40.949 Henry Zhao: All right, so this one I think we’re done with, right? Nothing else needs to be talked about here.
149 00:16:42.130 ⇒ 00:16:44.830 Henry Zhao: The next thing I want to talk to you about, Bobby, is…
150 00:16:45.050 ⇒ 00:16:50.729 Henry Zhao: Something is weird, we’re not seeing any people requiring semaglutide follow-ups.
151 00:16:50.900 ⇒ 00:16:57.459 Henry Zhao: in the future. All of these dates, so column E is… The follow-up dates?
152 00:16:57.670 ⇒ 00:17:00.219 Henry Zhao: Calculate it based on everything you said in the threads?
153 00:17:00.450 ⇒ 00:17:05.910 Henry Zhao: And I triple-checked everything, okay? So, anything that’s in the treatment group compound is semaglutide.
154 00:17:07.170 ⇒ 00:17:09.690 Henry Zhao: The follow-up dates are all, like…
155 00:17:11.869 ⇒ 00:17:14.509 Henry Zhao: In the past, and pretty far in the past.
156 00:17:15.270 ⇒ 00:17:20.110 Judd Kuehling: So then you go to, like, more recent ones, it goes, like, July, July, July…
157 00:17:20.290 ⇒ 00:17:22.320 Judd Kuehling: One in August, and then December.
158 00:17:23.230 ⇒ 00:17:25.580 Henry Zhao: And none of these are some good oral compounded.
159 00:17:25.589 ⇒ 00:17:28.599 Judd Kuehling: Yeah, they’re all oral over the last, like, few months.
160 00:17:30.309 ⇒ 00:17:35.079 Judd Kuehling: Could it be, like, a product and variant naming issue, Bobby, where, like,
161 00:17:36.719 ⇒ 00:17:42.559 Judd Kuehling: Doesn’t have… how are we… how are we identifying the product and variant names?
162 00:17:42.759 ⇒ 00:17:43.329 Judd Kuehling: Henry.
163 00:17:43.330 ⇒ 00:17:50.660 Henry Zhao: You know what it might be, Judd? It might not be the product invariant, it might be that that next follow-up date doesn’t populate until it’s around about time.
164 00:17:58.000 ⇒ 00:18:00.560 Bobby Caruso: Sorry, what was that last one? Sorry, I was reading…
165 00:18:01.510 ⇒ 00:18:05.559 Henry Zhao: This is calculated based on that, let me look at my exact script.
166 00:18:06.490 ⇒ 00:18:09.370 Judd Kuehling: We should have follow-up dates in… in…
167 00:18:09.550 ⇒ 00:18:13.860 Judd Kuehling: September, then, though, if you’re… if it’s about time, because…
168 00:18:14.370 ⇒ 00:18:20.109 Judd Kuehling: There’s clearly people on SEMA that have follow-up dates in September and October that aren’t showing here.
169 00:18:21.410 ⇒ 00:18:24.360 Henry Zhao: Yeah, there should, unless people are really good about it right now.
170 00:18:24.990 ⇒ 00:18:27.830 Henry Zhao: So yeah, I’m getting it from next payment date.
171 00:18:28.680 ⇒ 00:18:34.479 Henry Zhao: So I was saying, maybe next payment date doesn’t populate until it’s, like, Time to be populated.
172 00:18:35.390 ⇒ 00:18:36.260 Bobby Caruso: other videos.
173 00:18:36.560 ⇒ 00:18:37.270 Bobby Caruso: December.
174 00:18:38.480 ⇒ 00:18:47.410 Bobby Caruso: The good news here, we could do some live QA here, but the good news is I do technically have that other,
175 00:18:48.330 ⇒ 00:19:06.429 Bobby Caruso: the other campaigns specifically for SEMA refills. Yeah. So, that isn’t using, what you’ve created for all the other follow-up reminders, just because it’s so convoluted for SEMA, and we have, like, a lot more personalized messaging, and as you know, that’s, like.
176 00:19:06.890 ⇒ 00:19:13.199 Bobby Caruso: just so much of our audience orders some of us, and the message is just, like I said, they’re a lot more personalized.
177 00:19:13.650 ⇒ 00:19:15.759 Bobby Caruso: So, this isn’t, like…
178 00:19:16.030 ⇒ 00:19:22.960 Bobby Caruso: on fire if it’s just affecting the summer, thankfully, because I do think people are populating
179 00:19:23.220 ⇒ 00:19:33.229 Bobby Caruso: with the triggers I have, it looks like people are populating into the campaign pretty much as expected still. I can share my screen for one second, if that’s okay? Yes.
180 00:19:33.780 ⇒ 00:19:41.410 Bobby Caruso: perfect. So…
181 00:19:44.460 ⇒ 00:19:56.260 Bobby Caruso: I have two different campaigns. I have one if it’s, like, their first ever refill, and one if it’s, like, a subsequent refill. And new people are filtering in the first refill one pretty consistently, like, every hour.
182 00:19:56.510 ⇒ 00:20:02.689 Bobby Caruso: The subsequent refill one, not as often, but that doesn’t surprise me still.
183 00:20:03.110 ⇒ 00:20:09.380 Bobby Caruso: And if we wanna look at a few of these people… .
184 00:20:14.020 ⇒ 00:20:18.070 Henry Zhao: And I’ll start pulling up the queries on my end, just look at what the data looks like for them.
185 00:20:18.740 ⇒ 00:20:20.620 Bobby Caruso: Yeah, draft.
186 00:20:28.160 ⇒ 00:20:30.089 Henry Zhao: Treatment updated…
187 00:20:47.430 ⇒ 00:20:53.930 Henry Zhao: Megan Johnson is… 216-7619.
188 00:20:54.820 ⇒ 00:20:55.540 Bobby Caruso: Yeah.
189 00:20:56.910 ⇒ 00:21:02.300 Bobby Caruso: Or… sorry, I think that’s… I’m about to be some odds.
190 00:21:05.450 ⇒ 00:21:08.179 Bobby Caruso: Megan Johnson is… oh, no, is…
191 00:21:11.500 ⇒ 00:21:18.380 Bobby Caruso: Maybe… no, that was just… Kathy… the Catherine Krollowski. Sorry, I was pulling two members at once, and…
192 00:21:18.850 ⇒ 00:21:22.620 Bobby Caruso: I messed it up, of course. Over.
193 00:21:23.030 ⇒ 00:21:23.989 Bobby Caruso: Look at Catca.
194 00:21:23.990 ⇒ 00:21:25.410 Henry Zhao: 37…
195 00:21:29.630 ⇒ 00:21:30.250 Henry Zhao: 2-1…
196 00:21:30.250 ⇒ 00:21:31.199 Bobby Caruso: Catherine’s too.
197 00:21:33.270 ⇒ 00:21:34.160 Bobby Caruso: Exactly.
198 00:21:35.600 ⇒ 00:21:40.300 Bobby Caruso: So for her, thankfully, she only has one treatment. As you know, that’s rare.
199 00:21:40.890 ⇒ 00:21:45.420 Bobby Caruso: Doctor?
200 00:21:45.560 ⇒ 00:21:47.820 Henry Zhao: Active next payment day, 9-29.
201 00:21:49.310 ⇒ 00:21:51.020 Bobby Caruso: 929.
202 00:21:54.820 ⇒ 00:21:56.289 Bobby Caruso: That’s what I have for her.
203 00:21:58.310 ⇒ 00:21:58.920 Henry Zhao: Yeah.
204 00:21:59.390 ⇒ 00:22:01.140 Henry Zhao: There’s nothing wrong with my query.
205 00:22:04.490 ⇒ 00:22:08.680 Bobby Caruso: Did you purposely screw Semma? Because we, like, had asked to, by any chance?
206 00:22:09.100 ⇒ 00:22:10.099 Henry Zhao: I do what?
207 00:22:10.880 ⇒ 00:22:17.099 Bobby Caruso: did you, like, purposely exclude semaglutide? Because we… I remember we said we didn’t need it, necessarily?
208 00:22:17.660 ⇒ 00:22:19.030 Henry Zhao: I didn’t exclude anything.
209 00:22:19.350 ⇒ 00:22:21.470 Henry Zhao: All I’m excluding people like that.
210 00:22:22.160 ⇒ 00:22:25.230 Henry Zhao: that have a follow-up.
211 00:22:25.370 ⇒ 00:22:27.960 Henry Zhao: of the same… treatment type.
212 00:22:28.830 ⇒ 00:22:29.970 Henry Zhao: Afterwards.
213 00:22:32.080 ⇒ 00:22:34.109 Judd Kuehling: What about, like, a dual…
214 00:22:36.370 ⇒ 00:22:39.640 Judd Kuehling: Is there any way… remember we said if there are two, then we’re just like…
215 00:22:40.330 ⇒ 00:22:43.810 Judd Kuehling: Taking, and then, like, the same day or something?
216 00:22:45.150 ⇒ 00:22:49.669 Judd Kuehling: Or if it’s overlapping, then we’re just gonna choose one of them, would that have done anything?
217 00:22:53.290 ⇒ 00:22:59.650 Bobby Caruso: I mean, in this example, though, she didn’t… she only has one treatment, so she should be on your list, right?
218 00:23:00.560 ⇒ 00:23:02.830 Henry Zhao: Well, not yet, because 929 is still 18 days away.
219 00:23:04.780 ⇒ 00:23:08.620 Bobby Caruso: I see. Do you want someone who’s… Sooner.
220 00:23:09.070 ⇒ 00:23:09.790 Henry Zhao: Yeah.
221 00:23:18.390 ⇒ 00:23:20.099 Henry Zhao: Alright, let’s look at Jennifer.
222 00:23:22.350 ⇒ 00:23:28.200 Bobby Caruso: Our ID is 212926.
223 00:23:31.630 ⇒ 00:23:36.399 Henry Zhao: Improvement updated… Alright, so I do see an active…
224 00:23:36.840 ⇒ 00:23:44.300 Henry Zhao: or semaglutide plus B12, next payment date is 9-12, so she should be included, so let me take a look.
225 00:23:45.460 ⇒ 00:23:55.219 Henry Zhao: my table… Oh, she shouldn’t be included today, but she should have been included… well… The follow-up times are…
226 00:23:55.330 ⇒ 00:23:59.510 Henry Zhao: 3 days, 5 days, 7 days before. So can you find one that’s 9-14?
227 00:24:00.260 ⇒ 00:24:02.159 Henry Zhao: Because 914 should be showing up.
228 00:24:04.100 ⇒ 00:24:04.790 Bobby Caruso: Sorry.
229 00:24:13.590 ⇒ 00:24:18.040 Bobby Caruso: 5 days before should be this person, for example.
230 00:24:24.290 ⇒ 00:24:26.210 Bobby Caruso: Reload, sorry.
231 00:24:28.120 ⇒ 00:24:29.709 Bobby Caruso: No, it’s not for her.
232 00:24:30.430 ⇒ 00:24:31.210 Bobby Caruso: Aw.
233 00:24:32.720 ⇒ 00:24:34.689 Bobby Caruso: Sorry, I don’t know why that’s not loading.
234 00:24:36.640 ⇒ 00:24:38.130 Bobby Caruso: Oh, Jesus Christ.
235 00:24:52.990 ⇒ 00:24:54.830 Bobby Caruso: Would a customer just crashed on me?
236 00:24:56.050 ⇒ 00:25:01.150 Bobby Caruso: Joe, can you do me a favor? Can you tell me if this link opens on your end? Put it in the chat?
237 00:25:01.410 ⇒ 00:25:02.840 Bobby Caruso: I’m not.
238 00:25:04.680 ⇒ 00:25:07.469 Bobby Caruso: Tell me who that person is.
239 00:25:08.000 ⇒ 00:25:10.550 Bobby Caruso: to be them, but for some reason, it’s just not…
240 00:25:10.980 ⇒ 00:25:14.130 Bobby Caruso: Openings… not having a customer error issue.
241 00:25:17.350 ⇒ 00:25:19.780 Judd Kuehling: Putting it in, the Zoom chat.
242 00:25:20.310 ⇒ 00:25:21.199 Bobby Caruso: Yeah, yeah, yeah.
243 00:25:30.240 ⇒ 00:25:31.020 Henry Zhao: Products.
244 00:25:32.270 ⇒ 00:25:37.669 Bobby Caruso: This might be a different person, but I’m not sure the timing on that message.
245 00:25:44.730 ⇒ 00:25:48.520 Bobby Caruso: Okay, this is a 3-day reminder, is that okay for you, Henry?
246 00:25:49.250 ⇒ 00:25:52.489 Henry Zhao: Yeah, let me… Check what it looks like in the data.
247 00:25:52.970 ⇒ 00:25:57.310 Bobby Caruso: Yeah, this is, here’s the ID for this person. Wait.
248 00:25:57.490 ⇒ 00:26:00.100 Bobby Caruso: That’s Jennifer. We already looked at her.
249 00:26:00.560 ⇒ 00:26:03.500 Henry Zhao: Status needs to be active, right? It was.
250 00:26:03.500 ⇒ 00:26:04.190 Bobby Caruso: Yup.
251 00:26:04.520 ⇒ 00:26:05.839 Judd Kuehling: The link works for me.
252 00:26:06.330 ⇒ 00:26:07.970 Judd Kuehling: Meredith Getty.
253 00:26:08.530 ⇒ 00:26:10.440 Bobby Caruso: I see her now, I think.
254 00:26:10.830 ⇒ 00:26:12.150 Henry Zhao: No, it needs to be not active.
255 00:26:14.150 ⇒ 00:26:16.589 Bobby Caruso: Correct. You’re right, you’re right, it needs to be completed.
256 00:26:17.090 ⇒ 00:26:19.570 Henry Zhao: Deleted and remaining refills equals zero.
257 00:26:21.330 ⇒ 00:26:21.930 Bobby Caruso: Yeah.
258 00:26:22.780 ⇒ 00:26:26.340 Henry Zhao: So that’s why I’m not… I’m filtering it by active right now. So let me do AND.
259 00:26:26.340 ⇒ 00:26:26.850 Bobby Caruso: Sorry.
260 00:26:26.850 ⇒ 00:26:28.260 Henry Zhao: You’re excited.
261 00:26:28.370 ⇒ 00:26:30.040 Henry Zhao: Rules completed.
262 00:26:33.460 ⇒ 00:26:42.630 Henry Zhao: Completed, and remaining… Follow-ups… How do I spell FOPS? Equals zero.
263 00:26:44.140 ⇒ 00:26:48.019 Henry Zhao: Not in here. Where’s remaining follow-ups from? Many follow-ups is…
264 00:26:53.290 ⇒ 00:26:56.759 Henry Zhao: Oh, it’s remaining refills. I said falls, I don’t know why.
265 00:27:02.130 ⇒ 00:27:07.199 Henry Zhao: Yeah, so there’s nobody in 3 days that has status completed and no remaining refills.
266 00:27:07.560 ⇒ 00:27:12.300 Henry Zhao: So it looks like there’s just… at least for 3 days from now, there’s nobody that needs a semaglutide follow-up.
267 00:27:13.050 ⇒ 00:27:20.070 Bobby Caruso: That doesn’t sound right, what’s this meeting with Meredith person? How many days does she have?
268 00:27:20.300 ⇒ 00:27:25.559 Henry Zhao: You can find me an example, I can look at what the data looks like. Yeah, I’m trying my best.
269 00:27:33.120 ⇒ 00:27:39.550 Henry Zhao: Yeah, I believe in people, but not that much perfection, so… There’s gotta be someone.
270 00:27:53.840 ⇒ 00:27:56.209 Bobby Caruso: It’s my brass acting so fucking crazy.
271 00:28:03.810 ⇒ 00:28:07.699 Henry Zhao: I’ll look at 14 days before, up to 18 days from now. So I’ll look at…
272 00:28:07.700 ⇒ 00:28:08.700 Bobby Caruso: Yeah…
273 00:28:09.450 ⇒ 00:28:10.589 Henry Zhao: 4 to 18.
274 00:28:10.590 ⇒ 00:28:12.110 Bobby Caruso: someone else.
275 00:28:19.540 ⇒ 00:28:20.889 Henry Zhao: There, I found 6 people.
276 00:28:23.970 ⇒ 00:28:25.680 Bobby Caruso: Did that match, Gary?
277 00:28:26.240 ⇒ 00:28:28.989 Henry Zhao: Yeah, with, like, a 14-day period,
278 00:28:29.190 ⇒ 00:28:30.779 Henry Zhao: So, let me give you one.
279 00:28:30.880 ⇒ 00:28:32.790 Henry Zhao: Let’s see if this is… this counts.
280 00:28:33.660 ⇒ 00:28:36.700 Henry Zhao: 129764. Justine Bateman.
281 00:28:37.900 ⇒ 00:28:38.535 Bobby Caruso: Mr.
282 00:28:40.840 ⇒ 00:28:44.780 Bobby Caruso: We’re Justine Spencer, maybe? Oh, I see.
283 00:28:46.220 ⇒ 00:28:47.050 Bobby Caruso: That’s wild.
284 00:28:48.080 ⇒ 00:28:48.960 Henry Zhao: Okay.
285 00:28:49.830 ⇒ 00:28:55.320 Bobby Caruso: Yeah, that looks… technically, it’s… Organization coming up?
286 00:28:55.320 ⇒ 00:28:56.629 Henry Zhao: It should show up tomorrow.
287 00:28:57.210 ⇒ 00:28:58.770 Bobby Caruso: Yes, okay.
288 00:28:58.970 ⇒ 00:29:03.039 Henry Zhao: Judd, once I change it to the range of 7 to 14 days, this person will show up.
289 00:29:06.320 ⇒ 00:29:10.419 Henry Zhao: Okay, and then it’ll say minus 4, so you just need… It’ll say 4.
290 00:29:10.700 ⇒ 00:29:11.160 Henry Zhao: Right.
291 00:29:11.160 ⇒ 00:29:11.740 Bobby Caruso: Yeah.
292 00:29:12.020 ⇒ 00:29:21.150 Henry Zhao: 7, etc, right? So, she should show up. So once I make this change, this might not be an issue anymore. So let me make this change, and then we’ll see if these semaglutide people start showing up, which they should.
293 00:29:21.150 ⇒ 00:29:22.310 Bobby Caruso: Okay. Yeah.
294 00:29:22.310 ⇒ 00:29:22.690 Henry Zhao: therapist.
295 00:29:22.690 ⇒ 00:29:26.020 Bobby Caruso: And we can check again once, call. Anything else on your end?
296 00:29:29.550 ⇒ 00:29:32.100 Henry Zhao: No, I think that’s it. These were the main things we wanted to discuss.
297 00:29:32.700 ⇒ 00:29:39.940 Judd Kuehling: Bobby, the, follow-up reminder all campaign, that’s not gonna send… is that gonna go to people
298 00:29:41.560 ⇒ 00:29:49.340 Judd Kuehling: Semaglutide, once we… if we get this fixed, it’s gonna go to people that have semaglutide follow-ups in addition to the existing campaign you have.
299 00:29:50.130 ⇒ 00:29:52.160 Bobby Caruso: I believe we filtered out, let’s double check.
300 00:29:52.160 ⇒ 00:29:54.040 Judd Kuehling: Okay, let me look. I’ll look right in the chat.
301 00:29:54.390 ⇒ 00:29:59.340 Bobby Caruso: Yeah, I think there’s filters for basically just checking if they…
302 00:30:03.550 ⇒ 00:30:04.580 Bobby Caruso: No problem.
303 00:30:09.840 ⇒ 00:30:10.950 Bobby Caruso: And, and I think…
304 00:30:10.950 ⇒ 00:30:12.570 Judd Kuehling: Yeah, we haven’t.
305 00:30:12.990 ⇒ 00:30:16.900 Henry Zhao: Although, there’s somebody that should be showing up in the treatment runners today,
306 00:30:17.160 ⇒ 00:30:18.440 Henry Zhao: Let me just double check one…
307 00:30:18.720 ⇒ 00:30:20.920 Henry Zhao: Can you take a look at this person?
308 00:30:21.680 ⇒ 00:30:23.330 Henry Zhao: Let me see the ID.
309 00:30:23.710 ⇒ 00:30:26.089 Henry Zhao: This is 918, 918 we should be sending.
310 00:30:28.930 ⇒ 00:30:33.220 Judd Kuehling: Yeah, it’s… you have the true branch there that keeps it home.
311 00:30:33.220 ⇒ 00:30:34.220 Bobby Caruso: Yeah…
312 00:30:35.170 ⇒ 00:30:43.769 Bobby Caruso: Maybe I’ll… I can edit this to look less messy, but we’ll do that later. Also, before I forget, Judd, let’s remember to do this for…
313 00:30:44.570 ⇒ 00:30:54.739 Bobby Caruso: tours, too. I mean, it’s not really a today problem. If people start ordering TERS tomorrow, they’re not going to need refills for months, so, like, let’s just not forget to.
314 00:30:54.740 ⇒ 00:30:57.979 Judd Kuehling: Because your campaign’s gonna get detours people, too?
315 00:30:59.940 ⇒ 00:31:17.540 Bobby Caruso: I feel like we… I did have, like, essentially a duplicate of the SEMA… the two Semma campaigns, but for tours, but they’re probably, like, a little outdated now with, like, imagery and messaging, so we probably just need to give them a little bit of a face, though.
316 00:31:17.920 ⇒ 00:31:22.460 Bobby Caruso: Okay. It was a John person who said… Maybe because they.
317 00:31:22.460 ⇒ 00:31:24.259 Henry Zhao: There’s do semaglutide.
318 00:31:24.750 ⇒ 00:31:25.740 Henry Zhao: Treatments?
319 00:31:27.100 ⇒ 00:31:29.500 Bobby Caruso: I have a bunch of them.
320 00:31:30.290 ⇒ 00:31:34.070 Henry Zhao: In my data, I’m seeing him with 2 semaglutide plus B12.
321 00:31:34.730 ⇒ 00:31:36.510 Henry Zhao: So they might be getting filtered out.
322 00:31:38.160 ⇒ 00:31:38.870 Henry Zhao: Because there’s one lot…
323 00:31:38.870 ⇒ 00:31:39.330 Bobby Caruso: Yeah, it’s a.
324 00:31:39.900 ⇒ 00:31:43.330 Henry Zhao: They have a new treatment created. After that active, they get excluded.
325 00:31:46.290 ⇒ 00:31:52.089 Bobby Caruso: Okay, well, okay, I… I… two things. One.
326 00:31:53.240 ⇒ 00:32:06.469 Bobby Caruso: he has a bunch of Sema treatments, so that kind of always happens with Semma for some reason. I think, like, every time we change a pharmacy, and, like, it’s like, people end up with so many Semma treatments, even if they only were ever on Semma. Like.
327 00:32:06.470 ⇒ 00:32:13.539 Bobby Caruso: I remember I flogged that, like, if you… if you look at my own profile, that’s the case. It’s so weird, it makes no sense.
328 00:32:13.790 ⇒ 00:32:15.040 Bobby Caruso: So that’s one thing.
329 00:32:16.080 ⇒ 00:32:19.409 Bobby Caruso: For some reason, don’t all of his treatments say he has two refills, though?
330 00:32:19.620 ⇒ 00:32:22.660 Bobby Caruso: Or is that not necessarily refills left?
331 00:32:24.890 ⇒ 00:32:27.650 Bobby Caruso: Okay, I’m sorry, I was not refills remaining.
332 00:32:29.510 ⇒ 00:32:35.159 Bobby Caruso: So zero refills remaining. So yeah, he… if you see him, that’s good, because he should be there.
333 00:32:36.150 ⇒ 00:32:39.610 Henry Zhao: No, I see him in my troubleshooting, but I don’t see him in the Today’s reminders list.
334 00:32:41.400 ⇒ 00:32:47.159 Henry Zhao: And I think it’s because there’s two treatment IDs simultaneously going on right now for SEMA.
335 00:32:49.510 ⇒ 00:32:51.769 Bobby Caruso: One that… do you have them in front of you, or no?
336 00:32:52.190 ⇒ 00:32:54.510 Henry Zhao: Yeah, yeah, I have… do you want the treatment ID, or…
337 00:32:54.510 ⇒ 00:32:58.310 Bobby Caruso: Is it, like, is one starts with, like, ED4 and the other one starts with, like, ABD?
338 00:32:59.180 ⇒ 00:33:02.859 Henry Zhao: No, they’re both semaglutide plus B12 injection solution, 2.5 milligrams.
339 00:33:03.460 ⇒ 00:33:06.899 Bobby Caruso: Yeah, yeah, yeah, I’m sorry, sorry, the treatment ID, as I meant.
340 00:33:08.290 ⇒ 00:33:11.940 Henry Zhao: The treatment IDs… are you telling me the beginning or the end?
341 00:33:12.870 ⇒ 00:33:17.140 Bobby Caruso: beginning. One is, like, ED4, and one is ABD.
342 00:33:17.550 ⇒ 00:33:19.889 Henry Zhao: No, one is FE4, one is 178.
343 00:33:20.020 ⇒ 00:33:22.740 Henry Zhao: But that might not be the type of treatment. We look for…
344 00:33:25.830 ⇒ 00:33:30.189 Henry Zhao: Let me see if there’s, like, a treatment… oh, the treatment ID. Yeah, one’s ED4… no, they’re both ED4.
345 00:33:32.710 ⇒ 00:33:33.590 Bobby Caruso: Huh.
346 00:33:34.580 ⇒ 00:33:36.270 Bobby Caruso: That shouldn’t be possible.
347 00:33:37.960 ⇒ 00:33:40.260 Henry Zhao: Yeah, they’re both ED47A2BC.
348 00:33:44.510 ⇒ 00:33:48.589 Bobby Caruso: I mean, logically, he should only have one treatment without ID.
349 00:33:50.320 ⇒ 00:33:52.179 Bobby Caruso: Mr. Bask, he only has one.
350 00:33:52.210 ⇒ 00:33:56.230 Henry Zhao: Why is their shipping dates different? The payment date is different? Like, that doesn’t make any sense to me.
351 00:33:56.760 ⇒ 00:34:03.110 Bobby Caruso: That, to me, looks like somehow the data, like, spliced and duplicated or something, because ostensibly, there’s no reason why…
352 00:34:03.320 ⇒ 00:34:06.729 Bobby Caruso: I mean, like, I think every time a treatment’s created, it has a unique ID.
353 00:34:08.350 ⇒ 00:34:10.089 Bobby Caruso: Because here it is, and .
354 00:34:10.090 ⇒ 00:34:11.379 Henry Zhao: Look at his, tribute.
355 00:34:11.389 ⇒ 00:34:12.569 Bobby Caruso: Awesome.
356 00:34:12.570 ⇒ 00:34:14.079 Henry Zhao: Let me look at the Steven Creator.
357 00:34:16.739 ⇒ 00:34:19.000 Henry Zhao: Whatever the treatment created table name, one second.
358 00:34:23.710 ⇒ 00:34:27.440 Henry Zhao: Let me look at his treatment created, record, because that could be why he’s getting filtered out.
359 00:34:28.370 ⇒ 00:34:28.949 Bobby Caruso: Okay.
360 00:34:29.449 ⇒ 00:34:30.380 Bobby Caruso: You probably…
361 00:34:30.380 ⇒ 00:34:32.130 Henry Zhao: Okay. So…
362 00:34:35.130 ⇒ 00:34:36.779 Henry Zhao: ED4, right?
363 00:34:38.330 ⇒ 00:34:38.900 Bobby Caruso: Yeah.
364 00:34:44.670 ⇒ 00:34:47.730 Henry Zhao: Yeah, there’s only one ED4, it was created on April 14th.
365 00:34:49.719 ⇒ 00:34:54.189 Bobby Caruso: Which probably means he already refilled, or already had at least one follow-up.
366 00:34:54.649 ⇒ 00:34:56.299 Bobby Caruso: Probably…
367 00:34:56.300 ⇒ 00:35:00.709 Henry Zhao: Here’s why, because in the treatment created, it’s abandoned.
368 00:35:05.630 ⇒ 00:35:09.470 Henry Zhao: So I’m showing that John abandoned his treatment when it was created.
369 00:35:14.970 ⇒ 00:35:17.690 Bobby Caruso: Interesting. Now…
370 00:35:18.970 ⇒ 00:35:28.310 Bobby Caruso: That might be a temporary status. I feel like we’ve had that issue with order completed, which is also for you to know, Judd.
371 00:35:28.550 ⇒ 00:35:32.080 Bobby Caruso: For some reason, like, every order that… that’s completed…
372 00:35:32.310 ⇒ 00:35:36.930 Bobby Caruso: I feel like at some point, it gets the order completed or order updated, I forget.
373 00:35:37.450 ⇒ 00:35:50.760 Bobby Caruso: which of those two events, but in one of them, it has the status abandoned, even if it’s happy path, even if nothing went wrong. So I don’t do anything without abandoned on the order side, because it’s historically a false flag.
374 00:35:50.760 ⇒ 00:35:59.120 Judd Kuehling: Yeah, that makes sense. I was looking at Basque, I was looking at, like, order abandoned, and I was like, there’s thousands of people a day, what are we… like, yeah, but really, those are, like.
375 00:35:59.410 ⇒ 00:36:06.239 Judd Kuehling: mostly… order completes that are not really order abandoned, by the BAS definition.
376 00:36:07.120 ⇒ 00:36:15.390 Bobby Caruso: Yeah, for some reason, Henry, if you could see here, every example I’m pulling, they all have treatment created, they all have that status of abandoned.
377 00:36:15.680 ⇒ 00:36:18.360 Henry Zhao: Okay, let me look at John specifically,
378 00:36:19.360 ⇒ 00:36:24.799 Henry Zhao: Where user ID… I can figure this out right now, just by looking at why he’s getting filtered out.
379 00:36:26.100 ⇒ 00:36:26.810 Bobby Caruso: Yeah.
380 00:36:28.360 ⇒ 00:36:32.429 Bobby Caruso: Yeah, it looks like everyone starts with abandoned. Again, hopefully they don’t stay there, but…
381 00:36:33.630 ⇒ 00:36:40.369 Henry Zhao: And hopefully, Jed, that’s not what’s causing problems with the… Dash for your win-back campaigns.
382 00:36:41.130 ⇒ 00:36:46.490 Henry Zhao: Because my team told me to refilter out abandons. I don’t think that’s what it is, because abandons is very low. It wasn’t like…
383 00:36:47.730 ⇒ 00:36:49.390 Henry Zhao: All right.
384 00:36:49.390 ⇒ 00:36:49.960 Bobby Caruso: Yeah.
385 00:36:51.330 ⇒ 00:36:52.960 Henry Zhao: Let’s see what’s going on, why I hit…
386 00:36:53.250 ⇒ 00:36:55.370 Henry Zhao: Oh, okay, no, wait, we’re almost there.
387 00:36:57.370 ⇒ 00:37:03.470 Henry Zhao: because I have a bunch of filters. I’m going to pull up all the filters and say why
388 00:37:03.650 ⇒ 00:37:05.060 Henry Zhao: Is he getting filtered out?
389 00:37:16.280 ⇒ 00:37:17.880 Henry Zhao: I’ll complete.
390 00:37:20.710 ⇒ 00:37:23.560 Bobby Caruso: While Henry’s doing that. Sorry, go ahead.
391 00:37:24.820 ⇒ 00:37:27.919 Henry Zhao: He’s getting filled out because it says he’s active, and…
392 00:37:28.440 ⇒ 00:37:34.629 Henry Zhao: his follow-up is complete, so I need to look into why that is. So, active…
393 00:37:35.250 ⇒ 00:37:37.429 Henry Zhao: We just saw that it was complete or active.
394 00:37:38.670 ⇒ 00:37:39.870 Bobby Caruso: Sounds good.
395 00:37:43.830 ⇒ 00:37:44.920 Bobby Caruso: for… Hmm.
396 00:37:46.690 ⇒ 00:37:47.979 Bobby Caruso: Where’s the number?
397 00:37:50.160 ⇒ 00:37:52.270 Henry Zhao: Let me look at what it’s like in my data.
398 00:37:56.150 ⇒ 00:38:00.290 Henry Zhao: Alright, 626… status completed, okay.
399 00:38:04.100 ⇒ 00:38:05.640 Henry Zhao: He’s showing up in my data.
400 00:38:07.310 ⇒ 00:38:08.989 Bobby Caruso: He doesn’t have any active treatments.
401 00:38:10.680 ⇒ 00:38:12.970 Henry Zhao: So why is it saying treatments?
402 00:38:19.280 ⇒ 00:38:21.940 Bobby Caruso: If there’s anything else weird about him.
403 00:38:26.780 ⇒ 00:38:29.820 Henry Zhao: So, let me select from follow-up and see what’s going on.
404 00:38:38.650 ⇒ 00:38:44.460 Henry Zhao: Alright, so… This is the last one? Oh, no, it’s 220 rows.
405 00:38:45.640 ⇒ 00:38:46.310 Henry Zhao: Yes.
406 00:38:48.830 ⇒ 00:38:51.229 Henry Zhao: That, semaglutide is correct.
407 00:39:10.460 ⇒ 00:39:14.329 Henry Zhao: And you shouldn’t have follow-up complete either, because for follow-up complete.
408 00:39:15.590 ⇒ 00:39:20.020 Henry Zhao: They had to have made a new order, this is what you told me, new, made a new order.
409 00:39:20.570 ⇒ 00:39:27.320 Henry Zhao: Or… They had a treatment ID updated with the same Treatment ID.
410 00:39:28.670 ⇒ 00:39:30.159 Bobby Caruso: Yeah. I don’t have a stock clearing.
411 00:39:30.200 ⇒ 00:39:36.170 Henry Zhao: You don’t have a new order, so they shouldn’t be marked as… up completely.
412 00:39:36.340 ⇒ 00:39:38.809 Bobby Caruso: I’m gonna look at his activity log on our own.
413 00:39:41.760 ⇒ 00:39:47.870 Bobby Caruso: I don’t have any of this for him in the last 30 days. And that’s how long the activity log goes for, so…
414 00:39:53.710 ⇒ 00:39:57.880 Henry Zhao: Oh, here’s an act, so… Okay, I think I see.
415 00:40:00.790 ⇒ 00:40:01.810 Henry Zhao: Okay, okay.
416 00:40:02.370 ⇒ 00:40:09.639 Henry Zhao: It’s because… You told me to filter out people that have inactive treatment.
417 00:40:10.550 ⇒ 00:40:12.920 Henry Zhao: and John has an active treatment.
418 00:40:15.250 ⇒ 00:40:18.490 Henry Zhao: That’s why he’s filtered out. Okay, so John has an active treatment.
419 00:40:19.170 ⇒ 00:40:22.060 Henry Zhao: And you told me to filter out those people of the same treatment type.
420 00:40:22.850 ⇒ 00:40:28.570 Bobby Caruso: He shouldn’t. According to Basque, he doesn’t. If you look at my screen, according to Basque, all four…
421 00:40:28.570 ⇒ 00:40:30.139 Henry Zhao: The other one that says it’s active.
422 00:40:30.620 ⇒ 00:40:31.390 Bobby Caruso: Please.
423 00:40:43.510 ⇒ 00:40:53.239 Henry Zhao: Okay, I think I know how to fix this. Okay, I got it. It’s the same treatment ID, so I think what Treatment Updated is doing is it’s not changing the previous status. So, like, when you change.
424 00:40:53.240 ⇒ 00:40:54.219 Bobby Caruso: stuff.
425 00:40:54.430 ⇒ 00:40:56.400 Henry Zhao: That active one is still there.
426 00:40:58.420 ⇒ 00:41:02.109 Henry Zhao: That’s only happening for semaglutide, because the other ones are working.
427 00:41:04.470 ⇒ 00:41:24.270 Bobby Caruso: Yeah. Like, a lot of our products are so new, to be honest with you. Like, a lot of our products only launched in, like, the spring, so semaglutide’s the one that’s been around, like, 2 years, so that’s the one that people have checked into, or followed up into multiple times, so that…
428 00:41:24.450 ⇒ 00:41:28.020 Bobby Caruso: It could also be, like, that’s why you’re only seeing it for summer.
429 00:41:29.220 ⇒ 00:41:31.649 Henry Zhao: Okay, so use treatment ID.
430 00:41:31.860 ⇒ 00:41:34.620 Henry Zhao: To look at most recent status.
431 00:41:35.340 ⇒ 00:41:36.210 Bobby Caruso: Yeah.
432 00:41:36.210 ⇒ 00:41:40.340 Henry Zhao: And ignore abandoned in order created. Okay.
433 00:41:40.340 ⇒ 00:41:40.740 Bobby Caruso: Yes.
434 00:41:40.740 ⇒ 00:41:43.569 Henry Zhao: Let me look into that, and then that solves the issue.
435 00:41:44.620 ⇒ 00:41:52.849 Henry Zhao: And I’ll just use the same… I’ll just do it in one go to also make the range for you, Judd, and then we can better troubleshoot that way.
436 00:41:53.660 ⇒ 00:42:00.190 Judd Kuehling: Okay, cool. I’m sending you a message now with the, details on… That yields.
437 00:42:02.170 ⇒ 00:42:02.900 Henry Zhao: Yeah, yeah, yeah.
438 00:42:05.200 ⇒ 00:42:05.770 Bobby Caruso: Cool.
439 00:42:06.300 ⇒ 00:42:18.949 Bobby Caruso: And Judd, before I forget, I just created in here, just to save us time in the future, I realized I could do this, like, programmatically. If you go to shortcuts and Member Profile, it’ll just go to Member Mask.
440 00:42:19.350 ⇒ 00:42:20.490 Judd Kuehling: Oh.
441 00:42:20.990 ⇒ 00:42:23.420 Bobby Caruso: Sorry, I just did that, because I…
442 00:42:23.680 ⇒ 00:42:31.119 Bobby Caruso: I was doing that in that Slack channel, and then I remembered I could do that here, so that’s a shortcut if you need to in the future.
443 00:42:31.330 ⇒ 00:42:32.380 Judd Kuehling: Okay.
444 00:42:34.360 ⇒ 00:42:35.320 Bobby Caruso: Alright.
445 00:42:37.430 ⇒ 00:42:40.479 Henry Zhao: Alright, I think we’ve made some progress. Thank you, guys.
446 00:42:40.800 ⇒ 00:42:42.310 Bobby Caruso: Awesome, thanks guys, bye-bye.
447 00:42:42.680 ⇒ 00:42:43.340 Henry Zhao: Bye-bye.