WEBVTT 1 00:00:00.340 --> 00:00:02.240 So when I talk about the customer journey. 2 00:00:02.240 --> 00:00:07.070 I'm talking about all the interactions and that path 3 00:00:07.070 --> 00:00:10.260 line:15% that your customers take from being a lead. 4 00:00:10.260 --> 00:00:11.640 line:15% So just to give you an example, 5 00:00:11.640 --> 00:00:14.320 line:15% when you go to Finish Line and you fill out 6 00:00:14.320 --> 00:00:17.050 line:15% you know a VIP rewards to get all the cool shoes. 7 00:00:17.050 --> 00:00:20.040 line:15% At that point you're a potential buyer, you're a lead, 8 00:00:20.040 --> 00:00:22.620 you go onto the website, you're looking at shoes, 9 00:00:22.620 --> 00:00:23.960 you're looking at different sizes, 10 00:00:23.960 --> 00:00:25.440 line:15% you're looking at all these different things 11 00:00:25.440 --> 00:00:27.480 line:15% about this product before you buy it. 12 00:00:27.480 --> 00:00:30.330 line:15% And that data of that journey is so valuable 13 00:00:30.330 --> 00:00:32.740 line:15% because if you can understand the customer journey better, 14 00:00:32.740 --> 00:00:34.250 line:15% you can support your customers better 15 00:00:34.250 --> 00:00:35.780 and also your employees. 16 00:00:35.780 --> 00:00:37.950 So the main project that I have been on working on 17 00:00:37.950 --> 00:00:39.300 since the beginning of this year. 18 00:00:39.300 --> 00:00:41.650 Would be the re-designing of our onboarding process 19 00:00:41.650 --> 00:00:44.230 for our prospective customers into SAP. 20 00:00:44.230 --> 00:00:47.980 So currently today, this process is somewhat cumbersome, 21 00:00:47.980 --> 00:00:49.800 it all takes place through email, 22 00:00:49.800 --> 00:00:51.430 it lacks a lot of visibility. 23 00:00:51.430 --> 00:00:54.720 And what I was able to do was to pretty much define 24 00:00:54.720 --> 00:00:56.750 what that current process is today, 25 00:00:56.750 --> 00:00:58.100 figure out what the pain points are 26 00:00:58.100 --> 00:00:59.510 from all of our different stakeholders. 27 00:00:59.510 --> 00:01:03.490 line:15% So our sales guys, the folks in our treasury department, 28 00:01:03.490 --> 00:01:04.960 line:15% our customer service folks. 29 00:01:04.960 --> 00:01:07.370 line:15% So everyone who plays a role in that onboarding process 30 00:01:07.370 --> 00:01:09.270 line:15% really define, what are your pain points. 31 00:01:09.270 --> 00:01:11.230 And then once I am able to define 32 00:01:11.230 --> 00:01:12.180 what those pain points are. 33 00:01:12.180 --> 00:01:14.580 I go back to the drawing board and then I create 34 00:01:14.580 --> 00:01:18.100 a process that alleviates those pain points that's seamless 35 00:01:18.100 --> 00:01:20.630 and pretty much puts us in a lot better position. 36 00:01:20.630 --> 00:01:23.440 So a busy week for me, is definitely a lot of 37 00:01:23.440 --> 00:01:26.320 early morning calls with my offshore team in India. 38 00:01:26.320 --> 00:01:29.060 They are the ones doing all of my technical work and SAP. 39 00:01:29.060 --> 00:01:30.970 They're the ones helping me lead these integrations 40 00:01:30.970 --> 00:01:32.390 and they're the ones getting their hands dirty. 41 00:01:32.390 --> 00:01:35.480 So a lot of times I'm definitely running around with them. 42 00:01:35.480 --> 00:01:37.920 Sometimes they might need access to certain systems 43 00:01:37.920 --> 00:01:40.040 so I'm trying to fight many fires 44 00:01:40.040 --> 00:01:42.310 line:15% so that way I can take all the road blocks out of the way 45 00:01:42.310 --> 00:01:43.580 line:15% so that they can be great. 46 00:01:43.580 --> 00:01:46.870 line:15% I'm also leading a few POC's which are Proof of Concepts. 47 00:01:46.870 --> 00:01:49.910 line:15% So whenever we have different technologies or softwares 48 00:01:49.910 --> 00:01:50.743 that we wanna use. 49 00:01:50.743 --> 00:01:52.850 We do POC's to prove that they work 50 00:01:52.850 --> 00:01:54.610 and that they're worth the initial investment. 51 00:01:54.610 --> 00:01:56.530 So throughout the week I might be sitting in 52 00:01:56.530 --> 00:01:58.440 maybe one or two POC meetings 53 00:01:58.440 --> 00:02:01.260 with vendors trying to sell us on their tool 54 00:02:01.260 --> 00:02:02.563 and why we need it.