Meeting Title: Global VetLink Project Check-in Date: 2026-03-24 Meeting participants: Greg Stoutenburg, Andrea Montag
WEBVTT
1 00:01:37.750 ⇒ 00:01:39.030 Greg Stoutenburg: Hello, Andrea.
2 00:01:39.030 ⇒ 00:01:42.839 Andrea Montag: Hello! Sorry, my… there we go, I’m here.
3 00:01:43.020 ⇒ 00:01:45.519 Andrea Montag: There we go. It always just turns it off.
4 00:01:45.520 ⇒ 00:01:49.090 Greg Stoutenburg: Yep, no problem. Hi, I’m Greg, nice to meet you.
5 00:01:49.660 ⇒ 00:01:55.859 Andrea Montag: Hey there, Andrea, nice to meet you as well. Apologies for the back and forth on the timing there.
6 00:01:55.860 ⇒ 00:02:05.240 Greg Stoutenburg: Sure, yeah, yeah, no problem at all. I mean, I think, by the time I saw she said, oh, this time didn’t work, I was like, no, actually, Andrea already rescheduled it, so…
7 00:02:05.240 ⇒ 00:02:07.359 Andrea Montag: Oh, perfect, yeah, no, I saw that, I was like, ugh.
8 00:02:07.680 ⇒ 00:02:09.860 Andrea Montag: Easy peasy. Already did that.
9 00:02:10.370 ⇒ 00:02:15.800 Andrea Montag: Love how much more efficient we’ve gotten when it comes to virtual call scheduling.
10 00:02:15.800 ⇒ 00:02:19.950 Greg Stoutenburg: Yes, yep, we love our tech over here, too, so,
11 00:02:19.950 ⇒ 00:02:38.000 Greg Stoutenburg: Yeah, cool. Well, so this was just sort of a follow-up. There were a couple of questions that I had asked Kat, and, she was like, hey, you know, I’m back-to-back, would it be good for you to talk to Andrea, you know, about these, and sort of just anyway, as we’re mapping this stuff out. So, has she filled you in on the project, or have you been in touch about that?
12 00:02:38.310 ⇒ 00:02:39.030 Andrea Montag: Yes.
13 00:02:39.030 ⇒ 00:02:39.700 Greg Stoutenburg: Yeah. Okay.
14 00:02:39.700 ⇒ 00:02:45.539 Andrea Montag: So, we probably don’t need to go through all of it, and she’s been kind of keeping me up to date for the most part.
15 00:02:45.800 ⇒ 00:03:01.980 Greg Stoutenburg: Cool. Okay, great. So, let me just put our… I’ll just put our questions right on this board that I’m gonna show you, mostly so that I can reference them myself and remember what I… what I need to find out. So, okay.
16 00:03:02.220 ⇒ 00:03:05.770 Greg Stoutenburg: So, what I’ve done here is…
17 00:03:06.390 ⇒ 00:03:19.520 Greg Stoutenburg: created this FigJam board and mapped out the primary workflows that a user would engage in through Global VetLink, on the VET side, you know, filling out certificates and things.
18 00:03:19.530 ⇒ 00:03:34.750 Greg Stoutenburg: And so, there were a couple questions, though, that Kat couldn’t quite answer on the call. So, the first one, I think this just has to do with my permissions, so I just went in as a user and did this. And there are a few things I didn’t know. So, one is the payment workflow.
19 00:03:34.750 ⇒ 00:03:35.320 Andrea Montag: What?
20 00:03:35.800 ⇒ 00:03:49.380 Greg Stoutenburg: Yeah, the demo account that I have doesn’t… doesn’t ever run into a paywall, so, but I was looking for things like, you know, user, like, you know, submits a permit, and then…
21 00:03:49.540 ⇒ 00:03:54.179 Greg Stoutenburg: They, you know, enter payment details and submit, or something like that.
22 00:03:55.900 ⇒ 00:03:59.749 Andrea Montag: Did you zoom in by chance? Yeah. It’s still a little small on my end.
23 00:03:59.750 ⇒ 00:04:06.519 Greg Stoutenburg: Yeah, sure. This is the main one, this is just the certificate creation workflow, so I just went from login to the end.
24 00:04:06.520 ⇒ 00:04:06.930 Andrea Montag: Okay.
25 00:04:06.930 ⇒ 00:04:10.180 Greg Stoutenburg: signed a permit. But somewhere in here.
26 00:04:10.320 ⇒ 00:04:16.390 Greg Stoutenburg: there’s… there is a place where a user pays, and I just was not able to run into it in the app.
27 00:04:17.640 ⇒ 00:04:28.399 Andrea Montag: Gotcha, okay. So, the demo account that you have won’t have a billing paywall that it hits. That’s simply just because it’s not a real customer, it’s not connected to our billing system.
28 00:04:28.400 ⇒ 00:04:28.860 Greg Stoutenburg: Yeah.
29 00:04:28.860 ⇒ 00:04:33.470 Andrea Montag: Within the workflow, there isn’t a place where they’re,
30 00:04:34.470 ⇒ 00:04:51.450 Andrea Montag: So, like, after I sign a certificate, I’m not expected to put in credit card information right in that moment and pay for it. We do monthly invoicing, so basically, they create, they sign certificates. What basically makes it billable is when they sign a certificate.
31 00:04:51.450 ⇒ 00:05:04.710 Andrea Montag: And then we send out an invoice at the month end, and if they’ve entered in credit card information, it’ll automatically process that. We still have a handful on checks.
32 00:05:04.710 ⇒ 00:05:05.219 Greg Stoutenburg: Just things like that.
33 00:05:05.220 ⇒ 00:05:08.820 Andrea Montag: that, where within the workflow, they’re not…
34 00:05:09.390 ⇒ 00:05:12.459 Andrea Montag: pain. Does that answer your question?
35 00:05:12.460 ⇒ 00:05:19.479 Greg Stoutenburg: Totally answers my question, yeah. So, they may or may not have entered credit card information. They get an opportunity to, though?
36 00:05:20.710 ⇒ 00:05:21.560 Andrea Montag: Correct.
37 00:05:21.770 ⇒ 00:05:22.910 Greg Stoutenburg: Okay.
38 00:05:22.910 ⇒ 00:05:31.350 Andrea Montag: Majority of the time, they have entered in credit card information at the time that they signed up for an account. Okay. Majority of the time.
39 00:05:31.880 ⇒ 00:05:32.840 Greg Stoutenburg: Okay.
40 00:05:33.750 ⇒ 00:05:46.640 Greg Stoutenburg: And then, and then… either… I’ll map this out, but either… Credit card is run… for…
41 00:05:46.910 ⇒ 00:05:50.109 Greg Stoutenburg: User is sent an invoice.
42 00:05:50.370 ⇒ 00:05:57.610 Greg Stoutenburg: And, is that, like, a manual reconciliation process at the end of the month, or does it just, like, fire off something to their email, or similar?
43 00:05:57.610 ⇒ 00:06:05.620 Andrea Montag: It is essentially manual, and our finance team triggers it, so it’s not either, so regardless, they’re going to get an invoice.
44 00:06:06.000 ⇒ 00:06:11.450 Andrea Montag: And… Yep, regard… regardless, they’re getting sent…
45 00:06:11.560 ⇒ 00:06:17.190 Andrea Montag: an invoice. And then what happens after that is either their credit card is automatically run.
46 00:06:17.760 ⇒ 00:06:20.950 Andrea Montag: Or, they call in, we manually run it.
47 00:06:20.950 ⇒ 00:06:21.380 Greg Stoutenburg: Cut it.
48 00:06:21.380 ⇒ 00:06:28.070 Andrea Montag: or if they don’t have payment information, they get kicked off notifications, of course, of that. So there’s a couple steps.
49 00:06:28.440 ⇒ 00:06:29.470 Andrea Montag: the water, but…
50 00:06:29.470 ⇒ 00:06:44.939 Greg Stoutenburg: No, I… I want it sort of murky. We’re going for… yeah, we’re going for murky, not full-on mud, not overly clear and too simple. So, we’re getting… this is the right level of granularity. So, so preview and sign is clicked, and then,
51 00:06:44.940 ⇒ 00:06:50.219 Greg Stoutenburg: And then, I guess the user is queued for invoice, or something like that, right?
52 00:06:50.220 ⇒ 00:06:51.510 Andrea Montag: Basically, yep.
53 00:06:52.270 ⇒ 00:07:09.919 Andrea Montag: our system’s tracking that, hey, they have one signed certificate, and then at the month end, that’s where our billing team, our finance, does that reconciliation and basically captures how many are created per clinic, and that’s how we know how much to bill you and charge you.
54 00:07:09.920 ⇒ 00:07:16.690 Greg Stoutenburg: Okay, and then that credit card is run… so it’s never run just right away. It would be run at the end of the month?
55 00:07:17.240 ⇒ 00:07:24.249 Andrea Montag: It would be… we have a specific process. It would be, like, post, like, 4… 4 days. Safe to say, like.
56 00:07:24.830 ⇒ 00:07:36.090 Andrea Montag: about a week, business week, after invoices are sent. Obviously, that’s for a little bit of dispute, where it gives them that flexibility before a charge is accrued on it, so…
57 00:07:36.090 ⇒ 00:07:36.570 Greg Stoutenburg: Okay.
58 00:07:36.570 ⇒ 00:07:37.090 Andrea Montag: Hopefully, again.
59 00:07:37.090 ⇒ 00:07:44.549 Greg Stoutenburg: And then, yeah, that’s very helpful. And then, does that apply as well for the subscription, or does this only apply for the certificate creation?
60 00:07:44.730 ⇒ 00:07:52.760 Andrea Montag: Correct. So, we have a pricing model where either there’s a zero subscription fee, so basically on the invoice, they still get
61 00:07:53.070 ⇒ 00:07:55.379 Andrea Montag: Monthly subscription fee, $0.
62 00:07:55.380 ⇒ 00:07:56.050 Greg Stoutenburg: Yeah.
63 00:07:56.550 ⇒ 00:08:02.049 Andrea Montag: Or, if they are charged subscription fees, that still happens on the same cadence as the certificate. Got it.
64 00:08:02.050 ⇒ 00:08:05.879 Greg Stoutenburg: Okay, so I don’t actually need a separate workflow for this.
65 00:08:05.880 ⇒ 00:08:10.069 Andrea Montag: Don’t, because that’s gonna be everything outside of the system.
66 00:08:10.070 ⇒ 00:08:17.300 Greg Stoutenburg: Yeah, yeah, got it. Okay, cool. That, check that answers those questions. Licensure…
67 00:08:17.480 ⇒ 00:08:30.699 Greg Stoutenburg: The, we weren’t quite sure how this worked, so somewhere in here, license… the user submits license details, and then, there’s… there’s some kind of backend checking to validate that license with the…
68 00:08:30.870 ⇒ 00:08:32.510 Greg Stoutenburg: stated.
69 00:08:33.610 ⇒ 00:08:36.559 Andrea Montag: Yes, and I’m realizing I… the demo account…
70 00:08:36.840 ⇒ 00:08:41.260 Andrea Montag: I’m trying to remember, because I think I helped set this up, I’m not gonna lie, Greg. I don’t remember what.
71 00:08:41.260 ⇒ 00:08:41.590 Greg Stoutenburg: Yeah.
72 00:08:41.590 ⇒ 00:08:47.720 Andrea Montag: I gave you. Were you not able to find a location where licensing was added?
73 00:08:50.560 ⇒ 00:08:52.549 Greg Stoutenburg: So, here’s my environment.
74 00:08:52.820 ⇒ 00:08:59.720 Andrea Montag: Cool. Can you go to Pendo Contractors down in the bottom… Botta, yep, and then profile.
75 00:09:00.360 ⇒ 00:09:15.590 Andrea Montag: Okay, you… I do have you in as a vet tech. Shoot, okay. Unfortunately, that was permissions I had to give you, just to avoid any potential certificate creation. That wasn’t intended, since this is production. This is our production account, so you get live…
76 00:09:15.920 ⇒ 00:09:24.689 Andrea Montag: feel, look for everything, available to our customers as of today. Let me… do you care if I, grab the screen share?
77 00:09:25.290 ⇒ 00:09:45.479 Greg Stoutenburg: Oh, yeah, yeah, that’s fine. And actually, just, like, where we are in the project now, I don’t actually need to work through the workflow. I just need to know what the steps are… what the steps are gonna be, because what I’m trying to create now is… it’ll just be an Excel sheet that provides a tracking plan, like, here are these events that we need to be tracking per workflow, here are the properties that we would associate with those events.
78 00:09:45.480 ⇒ 00:09:55.330 Greg Stoutenburg: And then, and then sort of sketch out, like, you know, here’s the way that Global, Global VetLink can implement this and have a cleaner Pendo, implementation.
79 00:09:55.610 ⇒ 00:10:01.959 Andrea Montag: Sure! Well, let me step… I think it will help visually to show you. Sure, yeah, yeah. And then you can…
80 00:10:02.420 ⇒ 00:10:07.619 Andrea Montag: articulate document in those little sticky notes as you… as you need. Yep. So there’s essentially…
81 00:10:07.860 ⇒ 00:10:08.570 Greg Stoutenburg: Cool.
82 00:10:08.910 ⇒ 00:10:17.369 Andrea Montag: There’s essentially 3 ways licensure… licensing can be included. So what I’m showing you right now is our account sign-up. Can you see my screen?
83 00:10:17.370 ⇒ 00:10:17.850 Greg Stoutenburg: Yep.
84 00:10:17.850 ⇒ 00:10:26.420 Andrea Montag: Yep, so our account sign-up registration. So here, you can see what I was discuss… or talking about, where we have the subscription fee versus not.
85 00:10:26.590 ⇒ 00:10:45.210 Andrea Montag: But down here is where you would enter in your veterinarian details. It is optional, they don’t have to, but I can go in here, I’ll add licensing, so if I do a federal, we do have a check here, so once I have my, six-digit number that I put in here.
86 00:10:45.280 ⇒ 00:10:56.230 Andrea Montag: And then, I’m gonna discard these, and then I add my state. So in the U.S, it’s always gonna be… I have my, just basically overall accreditation, and then I have my individual state by.
87 00:10:56.230 ⇒ 00:10:56.940 Greg Stoutenburg: Got it.
88 00:10:57.120 ⇒ 00:11:02.609 Andrea Montag: So they’ll add those here, too. So, at the time that they then create the account, we do a check.
89 00:11:02.870 ⇒ 00:11:20.770 Andrea Montag: And it’ll tell them whether they’re valid or not. That’s one way. If they said, I’m skipping that, I don’t care, as the veterinarian, you can see as soon as I logged in, we have a modal that prompts them if it’s incorrect, or they don’t have it yet, it’s missing. We have a couple dynamic, messaging.
90 00:11:20.840 ⇒ 00:11:23.189 Andrea Montag: To the user, where they can update it here.
91 00:11:24.540 ⇒ 00:11:25.220 Greg Stoutenburg: Okay.
92 00:11:25.220 ⇒ 00:11:31.690 Andrea Montag: That appears on login, or it appears, like, when they create a certificate, because if it’s not valid, we don’t let them sign.
93 00:11:32.100 ⇒ 00:11:33.280 Greg Stoutenburg: Notice, okay.
94 00:11:33.380 ⇒ 00:11:33.900 Greg Stoutenburg: That is…
95 00:11:33.900 ⇒ 00:11:34.880 Andrea Montag: It’s in the flow.
96 00:11:34.880 ⇒ 00:11:40.730 Greg Stoutenburg: Okay, so they can’t even get to preview and sign without having a validated license on file.
97 00:11:40.960 ⇒ 00:11:43.360 Andrea Montag: Within the CBIs, correct?
98 00:11:43.940 ⇒ 00:11:47.249 Greg Stoutenburg: Okay. Is there a word that’s an exception?
99 00:11:47.660 ⇒ 00:11:49.059 Andrea Montag: What was that? I’m sorry?
100 00:11:49.060 ⇒ 00:11:51.060 Greg Stoutenburg: Is there an exception somewhere else?
101 00:11:52.010 ⇒ 00:11:58.819 Greg Stoutenburg: You just said, because you said within the CBIs, I was just clarifying, is there somewhere else where you are able to issue a certificate?
102 00:12:00.690 ⇒ 00:12:01.430 Greg Stoutenburg: Without.
103 00:12:01.430 ⇒ 00:12:17.790 Andrea Montag: Yes, if that’s not necessarily required. So not all of our documents require specific accreditation. Let me think about that, I can’t quite remember, it’s very few. But, I will say I can preview and sign, but where it’s going to stop you is the actual signing. I can still…
104 00:12:17.990 ⇒ 00:12:18.419 Greg Stoutenburg: Got it.
105 00:12:18.420 ⇒ 00:12:21.720 Andrea Montag: Certificate, preview the document, but this step right here.
106 00:12:21.720 ⇒ 00:12:22.740 Greg Stoutenburg: Okay.
107 00:12:22.740 ⇒ 00:12:27.170 Andrea Montag: The actual signing, which accrues the charge, if you don’t have a license on here.
108 00:12:27.360 ⇒ 00:12:30.420 Andrea Montag: You ain’t gonna sign. So I can update it here.
109 00:12:31.260 ⇒ 00:12:32.030 Greg Stoutenburg: Okay.
110 00:12:32.270 ⇒ 00:12:33.750 Andrea Montag: Lastly.
111 00:12:33.980 ⇒ 00:12:42.449 Andrea Montag: in the profile. I can also come here as a veterinarian, so that’s why I asked you to come here. Yep. Because I can also add my licensing within this.
112 00:12:43.190 ⇒ 00:12:46.750 Andrea Montag: So there’s those 3 different ways. Does that help clarify licensing?
113 00:12:46.750 ⇒ 00:12:47.690 Greg Stoutenburg: It does, yep.
114 00:12:47.690 ⇒ 00:12:51.080 Andrea Montag: Okay. As far as certificates that don’t require
115 00:12:55.790 ⇒ 00:12:57.389 Andrea Montag: I’m trying to remember.
116 00:12:57.710 ⇒ 00:13:00.210 Andrea Montag: Like I said, it’s so few of them.
117 00:13:02.810 ⇒ 00:13:07.400 Andrea Montag: You know what, I think as a safe bet, all of our certificates are going to require that, so disregard.
118 00:13:07.400 ⇒ 00:13:12.919 Greg Stoutenburg: Yeah, yeah, yeah. No, and that’s fine. And for the end goal state that we have in mind.
119 00:13:13.540 ⇒ 00:13:24.270 Greg Stoutenburg: the fact that there are some certificates that wouldn’t need this step is… is… it’s fine. It’s irrelevant. So we would just build a separate dashboard for them and look at it there. Okay.
120 00:13:24.270 ⇒ 00:13:30.439 Andrea Montag: Quite frank, we probably don’t care as much to track those documents anyway, just because they’re so minimal.
121 00:13:30.440 ⇒ 00:13:34.169 Greg Stoutenburg: Yeah, yeah, yeah. And those aren’t… those aren’t the ones you get paid on anyway, right?
122 00:13:34.170 ⇒ 00:13:35.929 Andrea Montag: We do, we get paid on all of them.
123 00:13:36.090 ⇒ 00:13:36.410 Greg Stoutenburg: Okay.
124 00:13:36.410 ⇒ 00:13:37.780 Andrea Montag: Yep, we do.
125 00:13:37.960 ⇒ 00:13:38.720 Greg Stoutenburg: Okay.
126 00:13:39.010 ⇒ 00:13:46.119 Greg Stoutenburg: Okay, and then I think my last question is, yeah, interactions with more.
127 00:13:46.480 ⇒ 00:13:49.200 Greg Stoutenburg: Sure. Let me get back to my spot.
128 00:13:53.080 ⇒ 00:13:56.950 Greg Stoutenburg: I was surprised that you did not have Mr. Ed in the record.
129 00:13:57.600 ⇒ 00:13:58.530 Andrea Montag: Oh, really?
130 00:13:58.530 ⇒ 00:14:04.550 Greg Stoutenburg: I… you do now. So, just wanted to let you know.
131 00:14:05.390 ⇒ 00:14:09.650 Greg Stoutenburg: Okay, interactions with more. I don’t know how essential these are. These did not look very.
132 00:14:09.650 ⇒ 00:14:10.759 Andrea Montag: I just want to share…
133 00:14:10.970 ⇒ 00:14:18.220 Greg Stoutenburg: Yeah, I’m bringing it up now. So there were, in… in any of the CVIs here,
134 00:14:18.250 ⇒ 00:14:38.049 Greg Stoutenburg: I don’t know that you need these tracked in any way that’s separate from the core workflows that I’d already put in there. Like, it looks like assigned veterinarian is something that a vet tech would do, or maybe an office manager, or something like that, right? If the vet’s filling it out, well, to me, right? I don’t… I don’t need to assign it, right?
135 00:14:39.350 ⇒ 00:14:49.839 Andrea Montag: Correct, yes. So that would be more instances of I have, like, clinic staff or something that’s prepping the documents and making them ready to go for the vet to review and sign. Yeah, absolutely correct.
136 00:14:49.840 ⇒ 00:14:50.260 Greg Stoutenburg: Okay.
137 00:14:50.260 ⇒ 00:14:51.990 Andrea Montag: I will…
138 00:14:52.090 ⇒ 00:15:09.839 Andrea Montag: I will say that that is one thing that I wanted to track. So, Kat had asked me something separately, and I’m realizing, in the interest of time, I might just email you kind of the different workflows, and if we need a follow-up call, maybe we do that. But this is one that I wanted to track, because… actually, let me pull up…
139 00:15:12.150 ⇒ 00:15:18.090 Andrea Montag: that specific… So, what I am looking to
140 00:15:18.240 ⇒ 00:15:32.089 Andrea Montag: find is essentially someone who clicked on that finalize for permit number. It essentially locks them, where the intention is that they come back and they add a permit number, and then they sign. Again, that’s the action that we accrue a charge. So.
141 00:15:32.810 ⇒ 00:15:43.329 Andrea Montag: I did want to track that to answer the question of, like, is there confusion around how to do that? Is there external dependency issues that are happening that…
142 00:15:43.720 ⇒ 00:15:46.720 Andrea Montag: that last step isn’t occurring.
143 00:15:46.720 ⇒ 00:15:47.410 Greg Stoutenburg: Okay.
144 00:15:47.410 ⇒ 00:15:52.860 Andrea Montag: Yeah, and again, I have a couple examples that I… I can just email you, and then…
145 00:15:52.860 ⇒ 00:15:53.480 Greg Stoutenburg: Sure.
146 00:15:53.480 ⇒ 00:15:54.969 Andrea Montag: If you have questions.
147 00:15:55.280 ⇒ 00:15:55.610 Greg Stoutenburg: Yep.
148 00:15:55.610 ⇒ 00:15:56.529 Andrea Montag: Let me know.
149 00:15:56.890 ⇒ 00:16:00.659 Greg Stoutenburg: Yeah, yeah, that sounds good. So I’ll put this in as well.
150 00:16:01.260 ⇒ 00:16:09.079 Greg Stoutenburg: So I’ve got the licensure workflow, which is, I mean, pretty straightforward. Payment workflow, and then I’ll just sort of, like, make a note here.
151 00:16:09.280 ⇒ 00:16:19.960 Greg Stoutenburg: for, the user goes into more, then they do, finalize for Permit, And then…
152 00:16:20.420 ⇒ 00:16:23.830 Greg Stoutenburg: Funnel from that to signing back in.
153 00:16:24.060 ⇒ 00:16:26.190 Greg Stoutenburg: And completing the permit, right?
154 00:16:26.190 ⇒ 00:16:26.870 Andrea Montag: Yep.
155 00:16:30.360 ⇒ 00:16:31.440 Greg Stoutenburg: Certificate.
156 00:16:32.410 ⇒ 00:16:36.210 Andrea Montag: The certificate, signing the certificate, yes. They add the permit, they sign the certificate.
157 00:16:36.210 ⇒ 00:16:44.649 Greg Stoutenburg: That’s it, yep. Okay, great. I think that is all I need. And, yeah, from here…
158 00:16:44.880 ⇒ 00:16:48.249 Greg Stoutenburg: I can just get to building out this tracking plan.
159 00:16:49.310 ⇒ 00:17:07.079 Andrea Montag: I did have… so Kat did send me that, some snippets of those sticky notes. I did have some additional feedback on a couple of them. Would you mind resharing? Because it might be just easier to look at those together. The first ones were the customer milestones. I did have some…
160 00:17:07.089 ⇒ 00:17:07.499 Greg Stoutenburg: Hmm.
161 00:17:07.500 ⇒ 00:17:14.659 Andrea Montag: feedback on that, and actually… So, I would, I would…
162 00:17:14.770 ⇒ 00:17:24.540 Andrea Montag: separate, so where you have VET completes, including signed a certificate, I’d actually make those two separate milestones, where it’s, the clinic creates a draft.
163 00:17:24.970 ⇒ 00:17:38.259 Andrea Montag: and then the vet signs, because I think it’s important to identify these different milestones of what, like, can be created by anyone in the clinic, and what can be, like, has to be specific to the vet, if that makes sense.
164 00:17:38.260 ⇒ 00:17:38.810 Greg Stoutenburg: Yep.
165 00:17:39.470 ⇒ 00:17:41.309 Andrea Montag: Let me see here.
166 00:17:41.310 ⇒ 00:17:44.020 Greg Stoutenburg: And then maybe vet… vet pays or clinic pays.
167 00:17:44.340 ⇒ 00:17:47.810 Andrea Montag: Yep, so I… I think I had it as clinic signs up.
168 00:17:48.350 ⇒ 00:17:53.569 Andrea Montag: That submits their… so as you have it, Clinic creates a…
169 00:17:54.020 ⇒ 00:17:56.740 Andrea Montag: certificate, and I did parentheses draft.
170 00:17:57.160 ⇒ 00:18:03.159 Andrea Montag: Because that’s… oh yeah, creates draft certificate, and then vet signs the certificate, and then clinic pays.
171 00:18:03.480 ⇒ 00:18:05.090 Greg Stoutenburg: Got it. Cool.
172 00:18:05.090 ⇒ 00:18:06.589 Andrea Montag: kind of what I envisioned.
173 00:18:06.700 ⇒ 00:18:13.950 Andrea Montag: There was another one, I think maybe it was… Certificate creation,
174 00:18:14.660 ⇒ 00:18:18.490 Andrea Montag: Oh yeah, we were talking about this one already, where it’s kind of the steps, so…
175 00:18:18.850 ⇒ 00:18:27.730 Andrea Montag: This is very specific to CVIs, I will say. If we’re looking at more of a high level,
176 00:18:28.210 ⇒ 00:18:32.379 Andrea Montag: certificate creation flow, and I’m just gonna drop it in the chat, because that might be a little easier.
177 00:18:32.380 ⇒ 00:18:33.430 Greg Stoutenburg: Yeah, that sounds good.
178 00:18:33.430 ⇒ 00:18:37.250 Andrea Montag: But it’s more of a… every certificate has to have, like, an owner added.
179 00:18:37.450 ⇒ 00:18:48.239 Andrea Montag: every certificate has to have some sort of animal information added. Then, each certificate’s gonna have its own unique requirements, fields, what have you.
180 00:18:48.920 ⇒ 00:18:55.279 Andrea Montag: And then the certificates got that, like, final review, either it’s that preview, or they actually, like, download it, review.
181 00:18:56.050 ⇒ 00:19:00.599 Andrea Montag: and then the certificate is signed. That’s kind of what I envisioned.
182 00:19:01.010 ⇒ 00:19:04.700 Andrea Montag: So, Smart Engine is specific for CBIs.
183 00:19:04.990 ⇒ 00:19:05.840 Greg Stoutenburg: Okay.
184 00:19:07.210 ⇒ 00:19:09.209 Greg Stoutenburg: This can just come off, then.
185 00:19:09.780 ⇒ 00:19:10.360 Andrea Montag: Okay.
186 00:19:10.640 ⇒ 00:19:11.270 Greg Stoutenburg: Yeah.
187 00:19:12.600 ⇒ 00:19:15.520 Greg Stoutenburg: Okay, ownership added.
188 00:19:16.310 ⇒ 00:19:22.279 Greg Stoutenburg: Movement details… So, permit… maybe we don’t need permit in?
189 00:19:23.480 ⇒ 00:19:25.419 Andrea Montag: No, we wouldn’t need permit.
190 00:19:25.750 ⇒ 00:19:30.330 Andrea Montag: again, that’s something that’ll be more specific to CVIs. Okay, got it.
191 00:19:30.330 ⇒ 00:19:32.749 Greg Stoutenburg: Yeah, okay, then I think this can move in.
192 00:19:32.880 ⇒ 00:19:34.560 Greg Stoutenburg: And then we’re complete.
193 00:19:35.830 ⇒ 00:19:41.529 Greg Stoutenburg: Certificate reviewed. Certificate signed. Well, yeah, there’s this prior step, and then…
194 00:19:42.790 ⇒ 00:19:46.229 Andrea Montag: So the only thing that was, like, preview and sign,
195 00:19:48.260 ⇒ 00:19:51.659 Andrea Montag: Again, separate milestones, in my opinion, just because.
196 00:19:52.040 ⇒ 00:19:57.910 Andrea Montag: We have a couple different certificates where that action kind of puts it in its own little bucket, and.
197 00:19:57.910 ⇒ 00:19:58.310 Greg Stoutenburg: Okay.
198 00:19:58.310 ⇒ 00:20:09.140 Andrea Montag: The reason being is, like, I’m a clinic that… I’m a clinic staff, and I’m doing, like, everything for the vet. They just have to go in here and see what is basically ready for them to sign.
199 00:20:09.140 ⇒ 00:20:10.100 Greg Stoutenburg: Okay.
200 00:20:10.100 ⇒ 00:20:16.820 Andrea Montag: And what throws that in that, like, sign bucket, ready-to-sign bucket, is that action of, like, reviewing or previewing.
201 00:20:17.230 ⇒ 00:20:19.599 Greg Stoutenburg: So, should I say preview?
202 00:20:19.810 ⇒ 00:20:21.750 Andrea Montag: Preview… yeah, you can say preview certificate.
203 00:20:21.750 ⇒ 00:20:23.949 Greg Stoutenburg: certificate previewed.
204 00:20:23.950 ⇒ 00:20:24.590 Andrea Montag: Yes.
205 00:20:24.590 ⇒ 00:20:27.639 Greg Stoutenburg: And then… and then just mark it as signed as separate?
206 00:20:28.020 ⇒ 00:20:29.690 Andrea Montag: Yes, that’s what I was envisioning.
207 00:20:29.690 ⇒ 00:20:34.699 Greg Stoutenburg: Okay, got it. Yeah, yeah, yeah. Okay, so I just took the preview off of there then. Okay.
208 00:20:35.600 ⇒ 00:20:40.450 Andrea Montag: And then, also the movement, that is, again, specific to CERC.
209 00:20:40.750 ⇒ 00:20:47.979 Andrea Montag: Certain certificate types, yes, for a good chunk of them, but if we’re truly going for, like, an overall certificate flow.
210 00:20:47.980 ⇒ 00:21:02.470 Greg Stoutenburg: Yeah, yeah. And then what I’ll do for these, is… I just… I put this in parentheses down here, but we can have this general mapped-out workflow, and then when it comes to the dashboarding step, just use event properties that distinguish
211 00:21:02.550 ⇒ 00:21:22.120 Greg Stoutenburg: starting a workflow based on which workflow it is. So essentially the same, you know, dashboard, essentially the same funnel view, broken down by event type, can give us the more granular information when that’s what we want to look at, or just the broader information of, like, hey, overall, are sign-ups leading to
212 00:21:22.390 ⇒ 00:21:32.239 Greg Stoutenburg: signed certificates. And where it looks like they’re not, we can then dig in, okay, and which certificate types are doing better, which are doing worse? If it looks like one is doing worse.
213 00:21:32.460 ⇒ 00:21:39.800 Greg Stoutenburg: where is the breakdown there? Do we then dive into session recordings or additional, you know, additional funnel building, other things we want to track?
214 00:21:40.250 ⇒ 00:21:40.600 Andrea Montag: Yep.
215 00:21:40.600 ⇒ 00:21:41.160 Greg Stoutenburg: Thank you.
216 00:21:41.920 ⇒ 00:21:42.750 Greg Stoutenburg: Okay.
217 00:21:43.460 ⇒ 00:21:49.250 Greg Stoutenburg: Okay, good. This is really helpful. So, that, that, I think, is everything I need to then,
218 00:21:49.400 ⇒ 00:21:59.239 Greg Stoutenburg: get that event tracking plan out, and then the final steps are to just compare it against what you have in Pendo, make recommendations, and then go, alright, where are we going from here?
219 00:22:00.290 ⇒ 00:22:08.370 Andrea Montag: Awesome, that sounds great. And then, I will just email you kind of a follow-up of those different areas that we would like to track, and then…
220 00:22:08.540 ⇒ 00:22:13.100 Andrea Montag: Maybe if it’s easier, if you have questions, or we can schedule a follow-up call.
221 00:22:13.380 ⇒ 00:22:14.659 Andrea Montag: Just let me know.
222 00:22:14.660 ⇒ 00:22:37.430 Greg Stoutenburg: Yeah, yeah, yeah, that sounds good. Yeah, we’re, as far as the, as far as the scope of work that Robert and, I believe, Kat, worked out together, we’re near the end of that, but let me take a look at this, because I want to make sure that we’ve included the right things in your tracking plan. So, you know, we want that to be in good shape, so that, you know, the next steps on it really get you where you want to be.
223 00:22:38.400 ⇒ 00:22:45.250 Andrea Montag: Perfect, yes, that’ll be great. And I do apologize, I don’t know if you can still see me, but my computer just kind of went black.
224 00:22:45.250 ⇒ 00:22:48.710 Greg Stoutenburg: Yeah, yeah. Yeah, I can now see…
225 00:22:49.240 ⇒ 00:22:56.679 Greg Stoutenburg: You’ve stopped moving, it looks like you have a blue screen of death reflecting off of your glasses. Good. And, that’s it.
226 00:22:56.680 ⇒ 00:22:58.680 Andrea Montag: Good, okay, well, it looks like we’re back now, so.
227 00:22:58.680 ⇒ 00:22:59.270 Greg Stoutenburg: Hopefully it’s.
228 00:22:59.270 ⇒ 00:23:00.080 Andrea Montag: caught up.
229 00:23:00.080 ⇒ 00:23:01.890 Greg Stoutenburg: Yeah, yeah, everything’s fine now.
230 00:23:02.460 ⇒ 00:23:06.579 Andrea Montag: My computer’s very much like Andrea’s. We’re ready to be done.
231 00:23:06.890 ⇒ 00:23:13.449 Greg Stoutenburg: We’re ready to be done for this week. Yeah, it’s only, it’s only going on 3.30 here, but I feel it.
232 00:23:13.450 ⇒ 00:23:16.789 Andrea Montag: Yeah, for sure. So, okay, perfect.
233 00:23:16.890 ⇒ 00:23:21.440 Andrea Montag: Yeah, let me know, anything else. Otherwise, appreciate you hopping on the call.
234 00:23:21.440 ⇒ 00:23:23.779 Greg Stoutenburg: Sounds good. Alright, I’ll look forward to that email, Andrea. Thank you very much.
235 00:23:23.780 ⇒ 00:23:24.800 Andrea Montag: Sounds good.
236 00:23:24.800 ⇒ 00:23:25.930 Greg Stoutenburg: Thanks for your bike.