Meeting Title: Brainforge x CSRs Document Review Date: 2026-04-23 Meeting participants: JanieceGarcia, Pranav
WEBVTT
1 00:00:33.070 ⇒ 00:00:33.950 Pranav: Hey, Janiece.
2 00:00:34.870 ⇒ 00:00:35.650 JanieceGarcia: Hey!
3 00:00:37.050 ⇒ 00:00:42.109 JanieceGarcia: Sorry, I was dealing with a team member not keeping up with their duties.
4 00:00:42.350 ⇒ 00:00:44.079 Pranav: Oh, okay, all good.
5 00:00:45.040 ⇒ 00:00:50.769 JanieceGarcia: But, I have definitely… on through…
6 00:00:51.480 ⇒ 00:00:54.610 JanieceGarcia: I think this is good for the most part. It is kind of long.
7 00:00:54.850 ⇒ 00:00:56.960 Pranav: Yes, yeah,
8 00:00:57.980 ⇒ 00:01:05.560 Pranav: there’s certain aspects of this which are, you know… I mean, this is just one document for the entirety of,
9 00:01:05.750 ⇒ 00:01:10.950 Pranav: you know, the CSRs, so what we can do is split this up into 5 different documents.
10 00:01:11.540 ⇒ 00:01:11.900 JanieceGarcia: Okay.
11 00:01:11.900 ⇒ 00:01:14.189 Pranav: At that point, it’s still too long, or…
12 00:01:14.190 ⇒ 00:01:22.560 JanieceGarcia: I don’t. I think that’ll be really good, and probably what more I’m… what I’m…
13 00:01:22.950 ⇒ 00:01:25.519 JanieceGarcia: what I’m actually looking for.
14 00:01:25.730 ⇒ 00:01:29.600 JanieceGarcia: Because, like… Yeah.
15 00:01:29.740 ⇒ 00:01:35.999 JanieceGarcia: Like, the how-to, all the first stuff, and the Y…
16 00:01:38.030 ⇒ 00:01:47.120 JanieceGarcia: that’s gonna be all for CSRs. But then, like, the feedback numbers, that’s gonna be something that’s gonna be different. So…
17 00:01:48.230 ⇒ 00:01:56.050 JanieceGarcia: I kind of feel like that’s where we need to break it up into trainers, and then… and I printed it, sorry.
18 00:01:56.510 ⇒ 00:01:59.160 JanieceGarcia: But I think that’s where…
19 00:01:59.410 ⇒ 00:02:05.999 JanieceGarcia: it will be easier for CSRs, but then also the trainers, because not only are the trainers going to need to know
20 00:02:06.700 ⇒ 00:02:08.130 JanieceGarcia: Everything about him.
21 00:02:08.310 ⇒ 00:02:13.620 JanieceGarcia: But… They’re gonna need to know how to read real, and what does this mean to them?
22 00:02:13.790 ⇒ 00:02:15.480 Pranav: Yes.
23 00:02:16.740 ⇒ 00:02:23.750 JanieceGarcia: So… And then… how do you want to do this? Sorry, because I’ll just keep going.
24 00:02:24.090 ⇒ 00:02:34.829 Pranav: Oh yeah, no, I think that would be great. If you just have a bunch of comments, we can just… I can just hear them all out, maybe talk to them a little bit, and then, you know, we have everything
25 00:02:35.340 ⇒ 00:02:38.200 Pranav: Luckily recorded here, too, so I won’t miss any of the notes.
26 00:02:38.600 ⇒ 00:02:56.449 JanieceGarcia: Okay, okay. Because yeah, sometimes I just… I ramble and I go, and then you’ll have to slow me down. Okay, so for the first one, the first thing that I noticed right off the bat, open Andy, when you need a fast, accurate nudge, your systems cannot support?
27 00:02:57.270 ⇒ 00:02:58.370 JanieceGarcia: Not a guest.
28 00:02:59.450 ⇒ 00:03:01.130 JanieceGarcia: Do you see, like, where it…
29 00:03:01.250 ⇒ 00:03:03.950 JanieceGarcia: On a call, do this, and it’s number one.
30 00:03:07.170 ⇒ 00:03:13.420 Pranav: Okay, number one, open handy when you need a fast, accurate nudge, your systems can support. Not a guess.
31 00:03:14.320 ⇒ 00:03:16.900 Pranav: Yeah, I see what you’re saying, like…
32 00:03:21.210 ⇒ 00:03:22.630 JanieceGarcia: Or am I reading into it?
33 00:03:25.450 ⇒ 00:03:30.050 Pranav: I think we can just remove that your systems can support, when you need a fast, accurate nudge.
34 00:03:30.540 ⇒ 00:03:32.010 JanieceGarcia: Not a guess, yep. Yeah.
35 00:03:32.140 ⇒ 00:03:32.810 JanieceGarcia: Okay.
36 00:03:37.340 ⇒ 00:03:40.540 JanieceGarcia: King…
37 00:03:41.190 ⇒ 00:03:53.339 JanieceGarcia: And then, yes, the biggest thing is I started splitting and figuring out, okay, what can we do for CSRs, and then what would we have for…
38 00:03:54.630 ⇒ 00:03:55.650 JanieceGarcia: trainers.
39 00:03:57.180 ⇒ 00:03:58.970 JanieceGarcia: That’s the feedback.
40 00:03:59.560 ⇒ 00:04:00.670 JanieceGarcia: Habits.
41 00:04:01.560 ⇒ 00:04:03.230 JanieceGarcia: All of this was great.
42 00:04:20.980 ⇒ 00:04:22.370 JanieceGarcia: So…
43 00:04:23.350 ⇒ 00:04:33.520 JanieceGarcia: I like this. I’m wondering if we… because I want to make it more universal, so that’s something that I’m thinking about. Okay, so the Your Team Cheat Sheets.
44 00:04:33.600 ⇒ 00:04:43.690 JanieceGarcia: with the examples, like the templates, what this team often uses Andy for, I really like that, but I almost want to kind of use it
45 00:04:43.820 ⇒ 00:04:56.990 JanieceGarcia: more as a universal thing, because we are trying to get away from, oh, I’m home improvement, or I’m mechanical, or, you know, whichever. We’re all agents, we’re all customer service, we’re all trying to help.
46 00:04:57.520 ⇒ 00:04:59.260 JanieceGarcia: What are you doing, Steve?
47 00:05:05.610 ⇒ 00:05:09.969 Pranav: Yeah, so, like, kind of having an example phrasing for… that’s more universal. Okay.
48 00:05:13.460 ⇒ 00:05:20.040 JanieceGarcia: But I don’t know, I’m… so, I will tell you, tar and cast, because they’re the ones that…
49 00:05:20.790 ⇒ 00:05:28.249 JanieceGarcia: I go to for so much, truthfully. So I am asking for their feedback as well. I went ahead and I…
50 00:05:28.930 ⇒ 00:05:32.819 JanieceGarcia: printed a copy for them, so I am asking them for that.
51 00:05:32.820 ⇒ 00:05:39.530 Pranav: Do you want to maybe just share this doc with them, and then they can leave the comments directly on here? Or… Yeah. Okay.
52 00:05:39.700 ⇒ 00:05:40.760 Pranav: That’d be perfect.
53 00:05:41.040 ⇒ 00:05:42.950 JanieceGarcia: I’m okay with that, if you’re okay with that.
54 00:05:42.950 ⇒ 00:05:45.120 Pranav: Yeah, no, that would be perfect for me.
55 00:05:45.120 ⇒ 00:05:45.730 JanieceGarcia: Okay.
56 00:05:45.880 ⇒ 00:05:49.209 Pranav: Yeah, just giving them commenter access, I think that would be perfect.
57 00:05:53.940 ⇒ 00:05:56.230 JanieceGarcia: But really, I mean, I think y’all did a…
58 00:05:56.590 ⇒ 00:05:59.029 JanieceGarcia: Fantastic job, better than I would have.
59 00:05:59.240 ⇒ 00:06:17.110 Pranav: Okay, cool. Yeah, what we tried to do is we tried to take in all of the usage from the last couple months, and that’s what went into really creating all of this, like, these different sections, and the example phrasing is fully based off of, like, patterns we saw there, so…
60 00:06:17.110 ⇒ 00:06:17.890 JanieceGarcia: Okay.
61 00:06:19.500 ⇒ 00:06:27.680 JanieceGarcia: So, with the patterns, this was my… gonna be a next question for me, but I wanna see…
62 00:06:28.060 ⇒ 00:06:40.200 JanieceGarcia: I know where we were last year, right? And it was a lot of testing, it was a lot of getting everything taken care of, and all of that, right? So, with 2026 being our first big year.
63 00:06:40.750 ⇒ 00:06:45.590 JanieceGarcia: Would we be able to update the big picture each year?
64 00:06:46.040 ⇒ 00:06:49.850 JanieceGarcia: So we can see, like, an… like, a year-over-year?
65 00:06:49.960 ⇒ 00:06:50.750 JanieceGarcia: Growth?
66 00:06:51.370 ⇒ 00:06:52.989 JanieceGarcia: Or change, or difference?
67 00:06:53.390 ⇒ 00:06:55.550 JanieceGarcia: I’m thinking… I’m probably thinking ahead, but…
68 00:06:55.970 ⇒ 00:07:13.059 Pranav: Yeah, we could definitely do that. That’s the thing, we have all the data stored, and so for us to do the year-over-year, month-over-month calculations is super easy for us. But yeah, it’s a good call. I mean, not that we would get rid of any of that, like, old data, but…
69 00:07:13.300 ⇒ 00:07:19.990 Pranav: It’s good for us to keep in mind, like, oh yeah, how can we take a look at year-over-year, changes?
70 00:07:20.320 ⇒ 00:07:21.010 JanieceGarcia: Okay.
71 00:07:21.010 ⇒ 00:07:29.360 Pranav: Yeah, and I think you guys started with Brain Forge sometime last summer, right? Yeah. So, ridiculous that year.
72 00:07:29.850 ⇒ 00:07:37.870 JanieceGarcia: Yeah, I’m pretty sure… I want to say April… May, actually. I believe May will be a year with them.
73 00:07:38.090 ⇒ 00:07:39.439 Pranav: Nice, that’s awesome.
74 00:07:39.970 ⇒ 00:07:44.309 JanieceGarcia: Pretty sure. So… oh, I took this out. Dang it.
75 00:07:45.880 ⇒ 00:07:48.490 JanieceGarcia: Check this one out, and I didn’t mean to.
76 00:07:49.490 ⇒ 00:07:51.810 JanieceGarcia: I had some thoughts on it, but nope.
77 00:07:56.820 ⇒ 00:08:03.190 JanieceGarcia: So yeah, the feed… the… the reel, I’d like to get a little bit more for the trainers.
78 00:08:04.210 ⇒ 00:08:06.920 Pranav: Okay, so have some links to the reel in here as well.
79 00:08:07.830 ⇒ 00:08:08.650 Pranav: Okay.
80 00:08:11.070 ⇒ 00:08:20.240 JanieceGarcia: To be able to split that for them. Because we’re having trainers, like, for example, Amy, and Pest.
81 00:08:20.740 ⇒ 00:08:30.799 JanieceGarcia: So, you know, like, with her, she is newer, and I want to make sure that she’s getting everything in regards to understanding how it all works.
82 00:08:31.470 ⇒ 00:08:35.899 Pranav: Gotcha. Do you think that should be maybe a separate doc for trainers?
83 00:08:35.900 ⇒ 00:08:36.669 JanieceGarcia: I do.
84 00:08:36.859 ⇒ 00:08:39.199 Pranav: Yeah. Okay, yeah, we can, we can do that.
85 00:08:39.580 ⇒ 00:08:42.480 JanieceGarcia: And I think that’s where, like, how to read the feedback numbers.
86 00:08:42.850 ⇒ 00:08:44.519 JanieceGarcia: The CSRs don’t need that.
87 00:08:45.340 ⇒ 00:08:46.710 Pranav: Oh, okay, yup.
88 00:08:50.160 ⇒ 00:08:52.370 JanieceGarcia: Like, this whole page, I don’t think they need.
89 00:08:56.520 ⇒ 00:08:57.260 JanieceGarcia: Page 2.
90 00:08:59.190 ⇒ 00:09:00.290 Pranav: Oh, Okoka.
91 00:09:01.260 ⇒ 00:09:03.200 JanieceGarcia: That section right there.
92 00:09:03.660 ⇒ 00:09:04.300 Pranav: Yeah.
93 00:09:04.300 ⇒ 00:09:07.439 JanieceGarcia: needs to go with, like, what the trainers would have.
94 00:09:07.620 ⇒ 00:09:08.440 Pranav: Gotcha.
95 00:09:10.260 ⇒ 00:09:15.089 JanieceGarcia: Because no CSR’s gonna be in real… They’re not gonna do that.
96 00:09:17.250 ⇒ 00:09:20.689 JanieceGarcia: But other than that, and then it was just that one sentence, but everything else…
97 00:09:25.130 ⇒ 00:09:28.230 Pranav: Yeah, so, share this with the…
98 00:09:28.990 ⇒ 00:09:34.470 Pranav: the other trainers. I can even add them right now if you want.
99 00:09:35.060 ⇒ 00:09:40.799 JanieceGarcia: I added tar and cas… Okay. Let me get… let’s get their feedback first. Perfect.
100 00:09:40.990 ⇒ 00:09:41.660 Pranav: Yeah.
101 00:09:41.660 ⇒ 00:09:48.260 JanieceGarcia: with Yvette, and then… Because they’re both the ones that I’m doing the basic weeks with anyway.
102 00:09:49.720 ⇒ 00:09:55.299 JanieceGarcia: So, let’s go ahead and get their feedback, and then once we get their feedback, I know Yvette
103 00:09:55.540 ⇒ 00:09:56.930 JanieceGarcia: Between us three.
104 00:09:57.310 ⇒ 00:10:01.549 JanieceGarcia: And then you, Yvette, is gonna say, yeah, go ahead and run with it, so…
105 00:10:04.720 ⇒ 00:10:05.450 Pranav: Cool.
106 00:10:07.080 ⇒ 00:10:10.390 Pranav: Sounds good. Yeah, I think this should help a lot with,
107 00:10:11.020 ⇒ 00:10:15.100 Pranav: with the new hires that are coming in. So, yeah, I’m excited to see how that works.
108 00:10:15.440 ⇒ 00:10:23.920 JanieceGarcia: I am too, and I’m gonna… and then we can… while we have the meeting with Amy today, I want her to really understand
109 00:10:24.140 ⇒ 00:10:30.549 JanieceGarcia: What you do, and then her understanding, her real… how to look at it.
110 00:10:30.740 ⇒ 00:10:33.490 JanieceGarcia: Shannon’s in there as well.
111 00:10:33.620 ⇒ 00:10:34.740 JanieceGarcia: sometimes.
112 00:10:35.060 ⇒ 00:10:38.219 JanieceGarcia: And… We’ll see what her questions are.
113 00:10:38.490 ⇒ 00:10:40.350 Pranav: Yep, perfect.
114 00:10:41.850 ⇒ 00:10:51.469 JanieceGarcia: I wanted to ask you, Parnov, because I… I know where we’ve been, and we’ve been focusing on the transcripts and all of that, but with…
115 00:10:52.240 ⇒ 00:11:01.200 JanieceGarcia: I’m seeing it come up more and more, and I’m wondering if it’s something that we need to get into the database, is, like, the pest directory.
116 00:11:01.390 ⇒ 00:11:02.380 JanieceGarcia: So…
117 00:11:02.680 ⇒ 00:11:09.919 JanieceGarcia: I know before, we had said, let’s go ahead and we just want them to have a link to Paylocity and go through Paylocity.
118 00:11:10.720 ⇒ 00:11:15.510 JanieceGarcia: However… I feel, because of Paylocity, it’s…
119 00:11:15.820 ⇒ 00:11:20.469 JanieceGarcia: Like, you log in, but then you also have a second verification that you have to do.
120 00:11:20.760 ⇒ 00:11:21.690 Pranav: So it takes time.
121 00:11:21.690 ⇒ 00:11:28.960 JanieceGarcia: Still, yeah, and then you still have to search that person up, and then once you find them, you click on their name, now it gives you their email or their phone number.
122 00:11:29.030 ⇒ 00:11:30.000 Pranav: Gotcha.
123 00:11:30.620 ⇒ 00:11:38.430 JanieceGarcia: So I’m wondering if it would just be faster, which I think it would be faster, to just get it to Randy. And we already have all the phone numbers listed.
124 00:11:39.010 ⇒ 00:11:39.860 JanieceGarcia: directory?
125 00:11:40.240 ⇒ 00:11:41.010 Pranav: Okay.
126 00:11:41.010 ⇒ 00:11:43.970 JanieceGarcia: If we can just add a column…
127 00:11:44.240 ⇒ 00:11:50.039 JanieceGarcia: For, like, phone number, and then who’s their supervisor, or who’s their manager.
128 00:11:50.040 ⇒ 00:11:50.750 Pranav: Yeah.
129 00:11:51.280 ⇒ 00:11:53.200 JanieceGarcia: And then I can go in and fill.
130 00:11:53.480 ⇒ 00:11:54.590 JanieceGarcia: Here we have?
131 00:11:55.190 ⇒ 00:11:56.250 JanieceGarcia: do it that way. Okay.
132 00:11:56.450 ⇒ 00:12:00.160 Pranav: Yeah, that’s totally something we can… We can do.
133 00:12:00.350 ⇒ 00:12:05.290 Pranav: That doesn’t sound like a zip codes, DB, so it sounds like, would we stand up
134 00:12:05.990 ⇒ 00:12:13.650 Pranav: I’ll talk to the team to see, like, the best way to do it. We don’t currently have, like, user with phone number in the database, right?
135 00:12:13.650 ⇒ 00:12:17.529 JanieceGarcia: Right, - no, but we do have…
136 00:12:18.970 ⇒ 00:12:24.679 JanieceGarcia: We even are able to put in there, like, who’s a service manager, who’s a branch manager, who’s
137 00:12:25.090 ⇒ 00:12:31.460 JanieceGarcia: Division Manager. So, if they can just add a phone number line, or… .
138 00:12:34.900 ⇒ 00:12:42.690 Pranav: So all those users are already in the Zip CodeDB, you just need to add their phone numbers. Okay. Yeah, I mean, that seems very much so…
139 00:12:43.480 ⇒ 00:12:46.679 Pranav: Yeah, like, an easy addition, so we can do that.
140 00:12:46.850 ⇒ 00:12:47.600 JanieceGarcia: Okay.
141 00:12:47.640 ⇒ 00:12:48.520 Pranav: Cool. Okay.
142 00:12:48.670 ⇒ 00:12:52.989 JanieceGarcia: Cool beans. Yay! Yeah, just let me know, and then I can go in and fill in.
143 00:12:53.500 ⇒ 00:12:54.170 Pranav: Perfect.
144 00:12:54.170 ⇒ 00:12:55.410 JanieceGarcia: I’ll make time to do that.
145 00:12:55.900 ⇒ 00:12:56.300 Pranav: Cool.
146 00:12:56.320 ⇒ 00:12:58.800 JanieceGarcia: It’ll take me some time, but yeah, I can do that.
147 00:12:59.440 ⇒ 00:13:00.100 Pranav: Awesome.
148 00:13:00.420 ⇒ 00:13:02.470 Pranav: Cool. Is it your birthday today, Janiece?
149 00:13:02.980 ⇒ 00:13:05.789 JanieceGarcia: No, it’s Jessica’s just somebody that’s on my team.
150 00:13:05.790 ⇒ 00:13:09.359 Pranav: Okay, okay, I was gonna say happy birthday, but okay.
151 00:13:09.360 ⇒ 00:13:11.599 JanieceGarcia: No, mine’s next month.
152 00:13:11.600 ⇒ 00:13:13.290 Pranav: Oh, okay, okay, alright.
153 00:13:13.560 ⇒ 00:13:15.530 Pranav: Yeah. Nice. What day’s your birthday?
154 00:13:15.830 ⇒ 00:13:16.800 JanieceGarcia: May 31st.
155 00:13:17.140 ⇒ 00:13:21.010 Pranav: May 31st, okay, okay. I won’t be in Austin then, unfortunately.
156 00:13:21.010 ⇒ 00:13:21.569 JanieceGarcia: Aw, man.
157 00:13:21.570 ⇒ 00:13:27.399 Pranav: Yeah, yeah, yeah. But, yeah, June. June, I’ll be there. I just,
158 00:13:27.500 ⇒ 00:13:31.090 Pranav: I’m going to be probably signing that lease today, so…
159 00:13:31.090 ⇒ 00:13:32.430 JanieceGarcia: Nice! Okay.
160 00:13:32.610 ⇒ 00:13:33.400 JanieceGarcia: Sweet.
161 00:13:34.520 ⇒ 00:13:35.880 JanieceGarcia: That’s exciting!
162 00:13:35.880 ⇒ 00:13:38.740 Pranav: I know, definitely exciting, definitely exciting, so…
163 00:13:38.740 ⇒ 00:13:40.210 JanieceGarcia: Congratulations!
164 00:13:40.210 ⇒ 00:13:42.189 Pranav: Appreciate it, appreciate it, yeah.
165 00:13:42.830 ⇒ 00:13:46.839 JanieceGarcia: Awesome, awesome. Well, that’s all I had, unless you had something else.
166 00:13:47.800 ⇒ 00:14:01.729 Pranav: No, that’s… I think that’s it for today. I’ll have the team, before they make any changes to this, I’ll get… I’ll wait for the other feedback to come in. And then maybe we can say tomorrow, same time-ish, we can then…
167 00:14:02.060 ⇒ 00:14:09.439 Pranav: you know, put a lock on this document, and then we’ll… I’ll send you, like, a finalized, like, PDF of it. Does that work? Perfect. Yep.
168 00:14:09.440 ⇒ 00:14:10.159 JanieceGarcia: Sure does.
169 00:14:10.620 ⇒ 00:14:11.300 Pranav: Cool.
170 00:14:11.550 ⇒ 00:14:14.570 Pranav: Alright, Janice. Okay. Yeah. Perfect.
171 00:14:14.570 ⇒ 00:14:16.100 JanieceGarcia: Thank you. Bye.
172 00:14:16.100 ⇒ 00:14:17.320 Pranav: Talk to you later. Bye.