Meeting Title: Braveforged x Yeti PLG Transition Sync Date: 2025-09-16 Meeting participants: Bryan, Robert Tseng
WEBVTT
1 00:00:51.430 ⇒ 00:00:52.400 Robert Tseng: Hey, Brian.
2 00:00:52.900 ⇒ 00:00:54.429 Bryan: Oh, I can’t hear you.
3 00:00:54.650 ⇒ 00:00:56.799 Bryan: It’s probably on my end, give me a second.
4 00:00:56.800 ⇒ 00:00:58.220 Robert Tseng: Okay, no worries.
5 00:01:05.180 ⇒ 00:01:06.079 Bryan: Hello, hello.
6 00:01:06.470 ⇒ 00:01:07.320 Robert Tseng: Hello, hello.
7 00:01:07.480 ⇒ 00:01:08.660 Bryan: Yeah, we’re good now.
8 00:01:08.660 ⇒ 00:01:10.069 Robert Tseng: Can you hear me now? Okay, cool.
9 00:01:10.250 ⇒ 00:01:10.820 Bryan: Can you hear me.
10 00:01:10.820 ⇒ 00:01:12.260 Robert Tseng: Yeah, I can hear you.
11 00:01:12.260 ⇒ 00:01:13.150 Bryan: Alright, cool.
12 00:01:14.230 ⇒ 00:01:23.869 Robert Tseng: Well, good to meet you, Brian. Yeah, I think, Kevin connected me to you. He mentioned that you were lead PM at,
13 00:01:26.020 ⇒ 00:01:30.220 Robert Tseng: The dot. Yeti, right, okay. I’m like, who am I talking to again?
14 00:01:30.700 ⇒ 00:01:44.900 Robert Tseng: Yes, this is… okay. Yeah, I think you guys were trying to work on, like, a PLG transition and exploring amplitude. Yeah, I think that’s… that’s the context that I have where I got connected to Kevin.
15 00:01:45.100 ⇒ 00:01:59.080 Robert Tseng: And yeah, so I’d love to… I mean, I’m happy to introduce myself, and then would love to kind of hear if that’s, like, a good sense of, like, what you guys are… are doing, and yeah, just kind of see if there’s anything I could be helpful for.
16 00:01:59.450 ⇒ 00:02:12.590 Bryan: Yeah, for sure, yeah, because Kevin Don honestly didn’t give me much context. He just forwarded me your email. Maybe he sent you an email, he forwarded me that. He’s like, oh, set up some time with, Robert. Sure. Okay.
17 00:02:13.030 ⇒ 00:02:15.519 Robert Tseng: Yeah, yeah, so, I,
18 00:02:16.310 ⇒ 00:02:31.420 Robert Tseng: I run Braveforged. We’re, like, a data and AI consultancy. I got connected to Kevin because he met one of my former clients, and we basically helped her business set up Amplitude. I think, you know, they were talking about product analytics.
19 00:02:31.420 ⇒ 00:02:39.440 Robert Tseng: was kind enough to make an intro, and so that’s how I… I’ve never met Kevin in real life, but, I, you know, they… I guess they met at a conference recently.
20 00:02:39.580 ⇒ 00:02:46.529 Robert Tseng: Yeah, I’m based in New York, I’ve been running this business for the past couple years, and
21 00:02:46.750 ⇒ 00:03:04.749 Robert Tseng: Yeah, I think product analytics is more my personal specialty. My business partner was an early data engineer at WeWork, and so, you know, combined together now, and we do, like, a full service, like, data offering, where we basically are the fractional data team for quite a number of brands.
22 00:03:04.750 ⇒ 00:03:23.799 Robert Tseng: both on the SaaS side, which is… yeah, and the CPG side. So, yeah, I have a lot of experience, kind of, helping organizations build data functions, zero to one, and really the sweet spot is, like, once they’ve had some traction, and they’re really trying to, like, just to scale up.
23 00:03:23.800 ⇒ 00:03:38.999 Robert Tseng: Like, kind of being able to guide some decisions there when you’re making tooling selections, how do you, like, kind of consolidate, data so that you prevent, like, tool sprawl from just kind of, like, crippling teams from making fast decisions?
24 00:03:39.000 ⇒ 00:03:49.379 Robert Tseng: And then, you know, identifying workflow automation kind of opportunities to kind of bring AI into your business as well. So, that’s, in a nutshell, like, kind of what… what I do.
25 00:03:49.840 ⇒ 00:03:53.649 Bryan: Okay, cool. Yeah, I’m sure you could help us, because I…
26 00:03:54.160 ⇒ 00:04:01.089 Bryan: I’ve used Amplitude in the past, but in my previous company, it was already all set up, you know, I’m just…
27 00:04:01.280 ⇒ 00:04:10.850 Bryan: applying filters, I’m just applying date ranges, I’m just… I’m just checking the data. I’m… I’m not, I wasn’t involved in actually setting up much of it.
28 00:04:11.410 ⇒ 00:04:16.619 Bryan: And now, we kind of, like, hacked together some things, just because, you know.
29 00:04:16.640 ⇒ 00:04:31.760 Bryan: you can kind of use… we’re kind of making some assumptions, like, if someone presses this and then does this, they’re creating this, but it’s not always so clear, and we’re kind of matching that with some, like, SQL queries to make sure those things exist in the database.
30 00:04:31.810 ⇒ 00:04:35.370 Bryan: And honestly, a lot of what Kevin asked for
31 00:04:35.660 ⇒ 00:04:42.809 Bryan: it could be given to him with a, you know, with a SQL query or some report that we can print out.
32 00:04:43.300 ⇒ 00:04:52.899 Bryan: But there are some other things that we can’t so easily, get with that, such as, you know, we have some profiling questions when someone signs up.
33 00:04:53.260 ⇒ 00:04:54.899 Bryan: And we’re trying to figure out…
34 00:04:55.180 ⇒ 00:05:10.360 Bryan: Now, what’s the drop-off point for these, depending on their role? Because the first thing we ask them is, you know, what’s your role in the company? Maybe it’s operations manager, maybe it’s, just an operator, someone on the field, maybe it’s… maybe it’s the CEO of the company.
35 00:05:10.770 ⇒ 00:05:28.309 Bryan: whoever it is, I’m sure at different points, they’re… they’re sort of dropping off, like, we have a… we have a bit of a walkthrough when someone signs up for the first time. I don’t know how much, Kevin… how much information Kevin has given you, but yeah, we just kind of, switched from…
36 00:05:28.440 ⇒ 00:05:40.439 Bryan: more sales and demo-focused approach to this PLG, you know, we have a free version of our app. So now there’s a bunch of people using it who have no idea how to use it. So we have a walkthrough and stuff like that in the beginning.
37 00:05:40.910 ⇒ 00:05:56.050 Bryan: And there are some people who, you know, they’ll create their first set of users, or their first site, and maybe they just never touch it again. And we’re trying to identify those points of, you know, where do we have to intervene, or where do we have to make it a little bit more intuitive?
38 00:05:57.500 ⇒ 00:06:10.489 Bryan: who is dropping off? That’s just one example, but that’s… that’s kind of, like, Kevin’s go-to example, and I think what he wants, I think that would make him happy, if we can get that sort of…
39 00:06:10.690 ⇒ 00:06:11.690 Bryan: Data.
40 00:06:12.220 ⇒ 00:06:12.860 Robert Tseng: Sure.
41 00:06:13.140 ⇒ 00:06:17.349 Bryan: I don’t know if that’s enough context, enough information, I can…
42 00:06:18.250 ⇒ 00:06:20.579 Robert Tseng: Yeah, no, that makes sense. I think,
43 00:06:20.720 ⇒ 00:06:26.000 Robert Tseng: I feel like we’ve been coming across more and more companies that are moving from the traditional, like.
44 00:06:26.440 ⇒ 00:06:42.090 Robert Tseng: kind of SDR-driven SaaS model of moving… at least exploring a PLG motion. So, seems like you guys have been in business for quite some while, so I imagine, like, you have, some legacy accounts that are kind of still just, you know, running that, but you’re trying to explore this new growth channel.
45 00:06:42.120 ⇒ 00:06:53.799 Robert Tseng: I was just kind of, as you were talking, I didn’t realize you could actually, go through, a demo, so I’m, like, clicking through your onboarding right now and getting… I just got to the… starting the tour stage, so…
46 00:06:53.800 ⇒ 00:07:00.210 Bryan: Okay, yeah, you’ll see. The tour’s quite long, that’s another thing that we received some feedback on. We’re trying… we’re shortening it as we… as we speak.
47 00:07:01.040 ⇒ 00:07:17.180 Robert Tseng: Very cool. Yeah, no, I think this is… I mean, clearly, you have a built-out product. This is definitely more robust than a number of the products that I see when they move to PLG. So, yeah, I guess what I was hearing from you is, yeah, wanting to understand drop-offs. I think
48 00:07:17.430 ⇒ 00:07:26.880 Robert Tseng: maybe, kind of, one of the main objectives that I kind of typically help clients drive towards is, like, what is that…
49 00:07:27.040 ⇒ 00:07:32.650 Robert Tseng: when is a user, like, truly, like, an activated user, right? So, like.
50 00:07:32.760 ⇒ 00:07:47.310 Robert Tseng: like, I don’t know, like, the classic example is, like, Facebook, you know, realizes that, like, okay, when someone adds 7 friends, then they’re hooked on the platform, right? But, like, there’s a lot of experimentation that went into, kind of, like, how they got to that point.
51 00:07:47.310 ⇒ 00:07:58.260 Robert Tseng: But that’s, like, that’s, like, one of their North Star metrics for activating users. So, trying to… I don’t know if you have that kind of clarity within your product, but if not, then that’s, like, one of the
52 00:07:58.260 ⇒ 00:08:07.010 Robert Tseng: one of the things that, like, I’d probably recommend trying to, like, work backwards from. And often, obviously, it’s a lot of just testing hypotheses. It’s like.
53 00:08:07.050 ⇒ 00:08:18.110 Robert Tseng: from you, what you’re understanding of existing users, how they use their product, maybe there’s certain workflows that you feel like are stickier than others. This does look like a pretty robust product, so I imagine there’s a lot of different things to track.
54 00:08:18.210 ⇒ 00:08:25.249 Robert Tseng: And then being able to just, like, cohort out, like, users by, you know, completion and workflows, and figuring out, like.
55 00:08:25.250 ⇒ 00:08:39.330 Robert Tseng: you know, which one has a higher correlation with, like, the longest retention, you know, within your user base. So, I think that’s, like, one example of a type of analysis that I’d probably recommend running to kind of figure out
56 00:08:39.330 ⇒ 00:08:44.299 Robert Tseng: Like, what is that, how do you… what’s a really… what’s truly an activated user?
57 00:08:44.470 ⇒ 00:08:55.590 Robert Tseng: And then before that, you know, you’re talking about onboarding, and kind of maybe there’s a lot of questions that you have to answer, and, like, the sign-up funnel, like, I probably clicked through, like, 10 to 15 questions or something.
58 00:08:55.670 ⇒ 00:09:07.689 Robert Tseng: Yeah, I mean, generally, best practice is, like, under 10 steps, or, you know, they try to say keep it to 5. So, I mean, there’s probably some benchmarks I could share about, like, you know, what I expect in drop-off.
59 00:09:07.780 ⇒ 00:09:18.719 Robert Tseng: from when the user says, clicks on, like, try for free, through to when they complete the account, to, like, when they actually complete your onboarding. So, there’s probably some optimization that you can make there as well.
60 00:09:18.790 ⇒ 00:09:28.290 Robert Tseng: That typically have, like, some pretty quick and easy wins. But yeah, I think, like, that’s, you know, I just kind of give a couple examples of a kind of…
61 00:09:28.360 ⇒ 00:09:36.910 Robert Tseng: analyses that I would… I would recommend running, because these are mostly tied to some of the… you know, I’m assuming you have some
62 00:09:37.290 ⇒ 00:09:53.140 Robert Tseng: some objectives for, like, what you’re expecting this PLG motion to produce, and so, like, working backwards from the objectives themselves, and not just, you know, spending a bunch of time on the back end setting up… setting things up, which I think is just part of, like, the
63 00:09:53.490 ⇒ 00:10:04.849 Robert Tseng: is part of this process, but, like, I like to see things from, like, end to end, and so that’s, you know, those are just a couple kind of things that came to mind from what you described.
64 00:10:05.730 ⇒ 00:10:12.040 Bryan: Yeah, and that’s, I’m glad you brought up that point about that sort of, like, North Star metric. We do have…
65 00:10:13.140 ⇒ 00:10:17.520 Bryan: we have something similar. I… my worry is that it’s… it’s kind of…
66 00:10:17.830 ⇒ 00:10:20.059 Bryan: It takes a while for the user to get there.
67 00:10:20.970 ⇒ 00:10:21.320 Robert Tseng: Sure.
68 00:10:21.320 ⇒ 00:10:31.499 Bryan: And, without having to spend too much time explaining how everything works, there’s something called a service history record, and you can consider this
69 00:10:31.670 ⇒ 00:10:32.630 Bryan: You know, the…
70 00:10:32.990 ⇒ 00:10:49.240 Bryan: where you see everything come together, you know, you’ve added in your clients, you’ve added in all your sites that you’re gonna service, you’ve added in all your services, all the consumables you’re going to use, the equipment you’re gonna use, you’ve used all… you’ve added in all the information, all the data that you need to start using our platform.
71 00:10:49.240 ⇒ 00:10:54.659 Bryan: And when you finally complete a piece of work, this is the first time you see it all come together.
72 00:10:55.230 ⇒ 00:10:58.750 Bryan: The work that you did, the things that you used, how much everything cost.
73 00:10:59.140 ⇒ 00:11:10.640 Bryan: How much you charge them, everything. Everything comes together in this, service history record, which we always reference as, like, SHR. And in our PLG,
74 00:11:11.160 ⇒ 00:11:13.200 Bryan: We kind of…
75 00:11:13.820 ⇒ 00:11:30.819 Bryan: we decided that was going to be the… where we kind of give people a taste, and you can do 100 of those, and after that, that’s when you guys start paying. So everything is really driven by that… that thing, that SHR, that service history record. So most likely, it would be something to do with that.
76 00:11:31.290 ⇒ 00:11:34.599 Bryan: There is a chance that people are dropping off well before.
77 00:11:35.480 ⇒ 00:11:40.699 Bryan: There isn’t anything too complicated before, but I think what is complicated is…
78 00:11:40.980 ⇒ 00:11:46.390 Bryan: Well, for some reason, getting people to download the mobile app is… a nightmare.
79 00:11:46.620 ⇒ 00:11:58.989 Bryan: And that’s a big piece of it, because you need the mobile app to actually complete the work, and get that SHR. So, if we can’t at least get people there, we can’t even get them to create that first SHR.
80 00:11:59.050 ⇒ 00:12:07.490 Bryan: Anyways, I’m kind of going on a tangent here, but that’s, yeah, no, no, makes sense. Yeah, that’s kind of, what we’re going for.
81 00:12:07.660 ⇒ 00:12:18.950 Bryan: And I think Kevin’s, you know, sort of all in on making this happen. What is the process like if we say, you know, let’s move forward? What’s it like?
82 00:12:19.820 ⇒ 00:12:22.490 Robert Tseng: Yeah, so I’ll… so I guess…
83 00:12:22.950 ⇒ 00:12:28.089 Robert Tseng: This is assuming, like, net zero, like, we’re just starting tracking from the ground up, right?
84 00:12:28.870 ⇒ 00:12:35.560 Robert Tseng: Yeah, okay, so, like, I guess, typically I can, I can kind of just also give you a visual walkthrough as I’m kind of talking through this.
85 00:12:35.680 ⇒ 00:12:39.460 Robert Tseng: Hi.
86 00:12:41.060 ⇒ 00:12:42.790 Robert Tseng: Let me shut my screen real quick.
87 00:12:43.330 ⇒ 00:12:47.289 Robert Tseng: Yeah, sorry, I have a really wide monitor, so it’s got, like, everything.
88 00:12:47.380 ⇒ 00:13:00.899 Robert Tseng: So yeah, I’m actually in here, so maybe actually a couple things that I was doing. So, this is, like, one exercise that we would do. So, as we’re kind of going through your product, this is, like, kind of some examples of, like, an event data design that I would… I would do, so…
89 00:13:00.900 ⇒ 00:13:10.850 Robert Tseng: this is, like, taking your core workflows. I mean, for this one, this is, like, a telehealth company, and so, the… their… their funnel is a bit more straightforward. I mean, there’s, like, a…
90 00:13:10.940 ⇒ 00:13:29.529 Robert Tseng: scheduling or intake kind of process, which is probably similar to your initial, like, onboarding, or kind of, like, sign-up onboarding flow. So, kind of mapping out those different… those different milestones. And I kind of, like, I group events in this way, where there’s product events, so events that are,
91 00:13:29.590 ⇒ 00:13:41.609 Robert Tseng: yeah, like, the different steps that someone would take in a particular workflow. And so you can imagine that if you were to, create a funnel report on that one workflow, this is what all the steps would look like.
92 00:13:41.680 ⇒ 00:13:50.549 Robert Tseng: Then there are, like, interaction events, which are pretty universal. These are just, like, page views, clicks, button clicks and stuff like that.
93 00:13:50.650 ⇒ 00:13:58.479 Robert Tseng: Just so, you know, you have that, standard tracking across all the different possible interactions, which, for your software, you know.
94 00:13:58.580 ⇒ 00:14:13.139 Robert Tseng: maybe on the app side, it’s going to look slightly different, but at least on the platform side, it seems pretty straightforward. It’s kind of… it looks like any other kind of, like, CRM or EHR kind of system that we’ve… that we’ve worked with.
95 00:14:13.900 ⇒ 00:14:28.049 Robert Tseng: And so, once we kind of get that into place, the idea isn’t to map out everything in here, but just to kind of focus on a couple of the core workflows. So it seems like onboarding is a big one, because that’s closely tied to growth, especially at the early stage.
96 00:14:28.050 ⇒ 00:14:34.159 Robert Tseng: And then, I mean, I know you’re talking about service, kind of the service record thing that I was looking at.
97 00:14:34.260 ⇒ 00:14:46.640 Robert Tseng: Seems like there are a lot of different jobs that could kind of, like, roll up into the service history, so maybe there’s, like, a couple more layers that we need to peel back. But if this is, like, the main thing that you want to test to see,
98 00:14:46.800 ⇒ 00:14:55.470 Robert Tseng: is… is getting to the creation of a service history record, or SHR,
99 00:14:55.660 ⇒ 00:15:00.900 Robert Tseng: If that’s kind of your hypothesis of what, like, a truly, like.
100 00:15:01.140 ⇒ 00:15:09.969 Robert Tseng: activated user is, and that’s, like, when they would convert to a paid status. Like, that’s maybe kind of, like, where we’d start from, and just model out everything before then.
101 00:15:11.300 ⇒ 00:15:22.420 Robert Tseng: And so, from there, you, you know, this is just kind of like an exercise that we go through, we talk through it with you, make sure that this is kind of an accurate representation of your business, you know, all of the…
102 00:15:22.420 ⇒ 00:15:37.310 Robert Tseng: event, kind of naming is… naming conventions are there, it’s standardized, it would make sure that there’s, like, there’s properties tracked on everything, so you get enough metadata from each event. And then there’s, like, kind of an engineering spec, so that ends up kind of becoming
103 00:15:37.360 ⇒ 00:15:51.239 Robert Tseng: something like this, where, you know, every event is kind of, like, put into a tracking plan, and if you have an engineering team to implement, like, they can go ahead and do that. Or if you need our assistance to implement that, we can include that in scope as well.
104 00:15:51.320 ⇒ 00:15:59.900 Robert Tseng: But I just kind of share those two initial artifacts as, like, pretty core pieces of things that you get within, like, pretty much the first week of us working together.
105 00:15:59.980 ⇒ 00:16:12.719 Robert Tseng: And then I try to, you know, really just give you something to visualize and some reporting. So, the idea is, you know, at our fastest pace, we get this up in a week. At the second week, we’d be able to bill out some initial report.
106 00:16:12.720 ⇒ 00:16:20.999 Robert Tseng: Give you that initial onboarding funnel, for example, in an amplitude report, and that could be kind of, like, considered, like, the first scope.
107 00:16:21.030 ⇒ 00:16:30.509 Robert Tseng: Just to kind of have something that you can see that went from end to end, as, as, like, an initial, like, kind of fixed scope that we, that we run with.
108 00:16:30.610 ⇒ 00:16:34.619 Robert Tseng: And, yeah, I guess, app…
109 00:16:34.900 ⇒ 00:16:47.740 Robert Tseng: within that interaction, I think we learn a couple things. We understand, kind of, feedback loops with your engineering team, how much technical depth you really have, how much do we need to be involved in, kind of, the implementation, and…
110 00:16:47.740 ⇒ 00:17:02.409 Robert Tseng: Obviously, and then we also learned about, like, feedback speed as well, because there is a bit of a couple handoffs that take place. If you’re the product owner and, you know, someone on our side, probably me, gets really into the product and the tracking, and we have a really good
111 00:17:02.410 ⇒ 00:17:21.150 Robert Tseng: productive conversation, we could probably, like, you know, knock this out with one call, and that would be… that would be, you know, ideal. But if it takes a bit longer, that’s totally fine, too. So, I think we just prefer to… I say all that just to say we prefer to do a fixed scope first, because that helps us to kind of adapt to your,
112 00:17:21.150 ⇒ 00:17:38.159 Robert Tseng: kind of your working style, while also delivering something very concrete very quickly. So we found that this usually takes anywhere from 2 to 4 weeks with clients that we start with. And then from there, there’s obviously a lot of different directions that we can go in.
113 00:17:38.160 ⇒ 00:17:45.400 Robert Tseng: But just to kind of, like, tee it up, like, that’s… that’s kind of, the initial kind of phase of how we would work together.
114 00:17:45.920 ⇒ 00:18:01.170 Bryan: Okay, cool. Yeah, I’m glad to see that you guys offer the engineering services as well, because honestly, that’s the… that’s probably our biggest issue, is that we just don’t have the manpower to even… even if you gave us that Excel sheet with everything to do, that would take us probably…
115 00:18:01.170 ⇒ 00:18:05.959 Bryan: Like, the rest of the year, just because we’re so backed up with things that we need to get done.
116 00:18:06.470 ⇒ 00:18:15.740 Bryan: Okay. And how does the pricing work? Is it a project-based thing? You guys tell us up front? Is it just, you know, depending on how long it takes?
117 00:18:16.490 ⇒ 00:18:31.849 Robert Tseng: Yeah, so, I mean, it’s pretty transparent about it. So, like, I mean, just that scope that I showed you with no engineering, that’s just 5K flat, just to go end-to-end. I mean, we’d pick the, like, the workflows and, like, define the actual reports and work backwards from there.
118 00:18:31.850 ⇒ 00:18:51.780 Robert Tseng: But that’s… that’s that. With engineering on top of that, that’s just, like, you kind of… we can bill… bill engineering hours, and we can… we’ve done this enough times that we can estimate, like, I run sprints with all of my teams, so, like, I understand, like, how many story points and everything, like, probably it would take, so I’d probably give you a quote off of… off of the story points itself, and give you, like, a sample sprint we can look at.
119 00:18:51.880 ⇒ 00:18:56.729 Robert Tseng: And so that’s, you know, that’s kind of how that, that, that first part…
120 00:18:57.050 ⇒ 00:18:59.049 Robert Tseng: First part in the pricing would work.
121 00:18:59.170 ⇒ 00:19:19.169 Robert Tseng: I think beyond that, there’s, you know, like I said, different directions that you can go in. So, kind of how this engagement evolves, like, could evolve, I would say. Like, with one… with one client, the tracking plan that I just showed you, they were very similar to you. They were Enterprise SaaS, just a technical docs company that moved over to PLG.
122 00:19:19.180 ⇒ 00:19:32.530 Robert Tseng: We set it up. Within a month, you know, they saw some traction, they wanted to lean more into that. And so now we kind of have more of, like, a retainer model, where I’m basically doing, like, readouts to their, like, head of BizOps, and
123 00:19:32.530 ⇒ 00:19:39.779 Robert Tseng: continuing to give them recommendations. We build ongoing amplitude reports, and it’s just, like, this continuous flow of, like.
124 00:19:39.950 ⇒ 00:19:49.949 Robert Tseng: Adding a little… tracking a little bit more, reporting on a little bit more, and then, like, for them, they’re running a lot of pricing experiments right now, so that’s, like, kind of the main thing that we’ve been… been running at.
125 00:19:49.970 ⇒ 00:20:07.769 Robert Tseng: But, you know, if it’s like, hey, actually, we just need some more, like, broader engineering help, the setup is fine, but, you know, maybe for a software like yours, like, it’s not, like, B2C software necessarily, so it’s not gonna necessarily, like, hit that momentum, and what you really need is to
126 00:20:07.770 ⇒ 00:20:22.550 Robert Tseng: there’s, like, training… a lot of training involved to really get that activated. And so maybe it’s working more with a product marketing team, or, like, your account management team, or whatever, to basically partner with them and give them, like, insights on, like.
127 00:20:22.550 ⇒ 00:20:42.439 Robert Tseng: this is what users are actually doing, this is… these are kind of the milestones or checkpoints that you need to go and follow up with these accounts on, so that more and more folks are being trained properly to be able to get your product to a particular, or to get, you know, users further along in the journey. And it just ends up being a lot of just, like.
128 00:20:42.440 ⇒ 00:20:47.440 Robert Tseng: Calibration with, kind of, like, that whatever function that looks like in your team.
129 00:20:47.440 ⇒ 00:20:51.139 Robert Tseng: When we’re just kind of basically their, their,
130 00:20:51.190 ⇒ 00:21:08.770 Robert Tseng: account… CS analytics, or account management analytics team, until, like, you get enough momentum on that side. So, I don’t know if either of those kind of approaches resonates with you, but I think that’s… that’d probably be my best guess from what I’ve seen so far.
131 00:21:09.280 ⇒ 00:21:11.949 Bryan: Yeah, I think you’re spot on with, sort of.
132 00:21:11.980 ⇒ 00:21:23.680 Bryan: you know, like, right now I have the account managers, and it’s mostly the account managers. They used to… they had different titles. They were, you know, sales something before, and they all changed to account managers.
133 00:21:23.680 ⇒ 00:21:33.580 Bryan: And they’re, you know, they’re the ones that have the questions the most about, sort of, what our users are doing, especially with this PLG stuff. You know, now they’re really on me about…
134 00:21:33.580 ⇒ 00:21:49.339 Bryan: you know, who’s doing what. I gotta get custom reports all the time now, because they want to know who’s signing up, how long it takes them to create their first SHR, how many sites they’re adding, how many clients they’re adding, all these things. So, yeah. Honestly, this sounds great to me.
135 00:21:49.450 ⇒ 00:21:53.180 Bryan: I just need to get Kevin to sign off really quick, and…
136 00:21:53.320 ⇒ 00:21:58.999 Bryan: We probably can do a call with Kevin at that point, just to sort of walk through some of these flows, I think.
137 00:21:59.170 ⇒ 00:22:08.140 Bryan: Or, you know, we can follow whatever process you guys, do on your end, but I think at some point, Kevin would want to be involved, just to kind of…
138 00:22:08.680 ⇒ 00:22:11.250 Bryan: I’ll give his perspective on it.
139 00:22:11.860 ⇒ 00:22:18.039 Bryan: But yeah, it’s more… for me, I just gotta get the pricing approved by Kevin, and… Yeah. I’m good from there.
140 00:22:18.790 ⇒ 00:22:37.370 Robert Tseng: Okay, that sounds good. I mean, I’ll… I’ll send you, like, a short deck, also, like, a formal scope of work with this. I just want to make sure that I’ve captured, kind of, I’ve represented, kind of, your tech stack correctly as well. I know I did a lot of talk here, so… Are you deciding you want to go amplitude, or is, like, vendor selection still part of this decision as well?
141 00:22:37.870 ⇒ 00:22:41.559 Bryan: I don’t think it’s part of the decision, but…
142 00:22:42.000 ⇒ 00:22:58.470 Bryan: maybe it’s worth considering, because we just got Amplitude for free for a year, and honestly, it’s… there’s, like, no friction for us to move from one to the other. I don’t know if you have any recommendations. I’ve… I honestly, I just have experience with Amplitude. That’s the only reason why we went with Amplitude.
143 00:22:58.500 ⇒ 00:23:05.239 Bryan: Sure. But, yeah, anyways, but for the sake of this conversation, we can say, Amplitude is what we’re with.
144 00:23:05.740 ⇒ 00:23:14.489 Robert Tseng: Okay, so you’re working with Amplitude, and then, any, like, other… so there’s no… there’s no tracking really set up in there, but, like.
145 00:23:14.570 ⇒ 00:23:34.419 Robert Tseng: is everything kind of just from your native application, so it’d just be a matter of, like, getting Amplitude tracking through, like, JavaScript onto your app, or is there… are there events coming in from other data sources as well? I don’t know if you have white-labeled software on your platform, other, like, third-party systems that are actually supposed to be feeding data into Amplitude?
146 00:23:34.720 ⇒ 00:23:39.010 Bryan: No, not that, not that I know of. There’s some…
147 00:23:40.330 ⇒ 00:23:49.580 Bryan: I’m also not sure if we’re gonna do anything on the mobile app. On the mobile app, we have, like, white-labeled, applications, but, yeah, for the web, no.
148 00:23:50.130 ⇒ 00:23:57.949 Robert Tseng: Okay, got it. Oh yeah, and then, like, this would… would we start with web, or mobile, or do you want to have both?
149 00:23:58.460 ⇒ 00:24:03.200 Bryan: I think just web. What you see right now, there’s no,
150 00:24:03.400 ⇒ 00:24:12.739 Bryan: There’s no mobile version of that, there’s no tablet version of that or anything. If someone wants to use that, they have to… they have to… yeah, open up the browser and go to it.
151 00:24:13.280 ⇒ 00:24:14.610 Robert Tseng: Got it. Okay.
152 00:24:14.710 ⇒ 00:24:20.610 Robert Tseng: But you did mention something about how in order to make SHRs, they need a mobile app, or did I.
153 00:24:20.610 ⇒ 00:24:34.949 Bryan: The mobile app is more for people out on the field. Sort of, they use it to start their shift, find out where they need to go, the work they need to do. Yeah, there’s that piece, but once they complete that piece, it creates an SHR in the web app.
154 00:24:35.660 ⇒ 00:24:53.859 Robert Tseng: Okay. Alright, this makes more sense now, because, like, the colleague of Kevin that, I guess, was at the conference, like, we… they were, like, a time tracking app for construction, like, management sites as well, so, like, probably similar software. Yeah, we did it for both their web and their mobile separately, so, I think just… that was… that’s good context.
155 00:24:54.020 ⇒ 00:24:56.689 Robert Tseng: And then, from, like, a data…
156 00:24:56.850 ⇒ 00:25:09.920 Robert Tseng: base perspective, I mean, I’m just curious, like, what do you, like, what… where is all this data going to? Like, do you have… I’m assuming you have your own, production DB set up and everything?
157 00:25:10.160 ⇒ 00:25:20.419 Bryan: Yeah, you know what, that… on our next call, I’ll probably include our tech lead, because if you have any technical questions, he’s the guy. Okay, okay, cool.
158 00:25:20.580 ⇒ 00:25:28.630 Robert Tseng: Yeah, probably on that call, I would bring in my business partner, because he’ll probably ask all of those questions as well. So, yeah, I’m more, kind of.
159 00:25:28.720 ⇒ 00:25:45.359 Robert Tseng: every… once… once the data is, like, in an analytics replica, or, like, an event stream, like, an amplitude, I’ll, like, I take it from there. But any, like, foundational, like, database architecture questions, like, my business partner would probably be the one to ask this. So, we can… we can do another call.
160 00:25:46.110 ⇒ 00:25:46.440 Bryan: Sounds good.
161 00:25:46.440 ⇒ 00:25:58.780 Robert Tseng: Okay, cool. I know this was super loaded, I kind of, tried to get through a bunch on this call. But yeah, like I mentioned, I’ll send you… I’ll shoot you something over. Is email the best way to reach you, or…
162 00:25:58.780 ⇒ 00:25:59.699 Bryan: Yeah, email’s good.
163 00:25:59.700 ⇒ 00:26:00.320 Robert Tseng: Okay.
164 00:26:00.580 ⇒ 00:26:01.340 Robert Tseng: Cool.
165 00:26:01.560 ⇒ 00:26:05.310 Robert Tseng: And where are you guys based? I saw Montreal.
166 00:26:05.660 ⇒ 00:26:11.179 Bryan: We’ve got people all over. We’re in Canada, you could say. Kevin’s in BC, I’m in Toronto, Ontario.
167 00:26:11.180 ⇒ 00:26:11.740 Robert Tseng: Oh, okay.
168 00:26:11.740 ⇒ 00:26:15.910 Bryan: We’ve got some people in Brazil, we have someone in Ireland, they’re everywhere. Sure.
169 00:26:15.910 ⇒ 00:26:20.080 Robert Tseng: Yeah, no, I get it. That’s how our team is, too, so… Yeah.
170 00:26:20.430 ⇒ 00:26:24.160 Robert Tseng: Awesome. I appreciate it, Robert. Great meeting you, Brian. Okay, alright, talk soon.
171 00:26:24.160 ⇒ 00:26:25.030 Bryan: as well. See ya.