Chris Marientis

So we realized we had to start to get really systems and data sophistication in our company.

So we built an infrastructure stack that I think right now would be one of the most sophisticated in our industry.

We have a service desk that now helps us manage all the cases that come in from our customers, whether it be tickets, phone calls, whatever it might be, and escalate things really quickly and triage them really quickly between our Manila help desk and our US customer success people.

We have omni-channel communication for our customers, so they can reach us anytime, anywhere through voice, chat, text, email, and a bot that we launched.

we also connected all these systems including our marketing cloud with you know uh your voice to text so we get all that data in from all the phone calls we do with customers and all the other data and it's super powerful i'll show you some examples of that in a second and then we were able to start a marketplace in our platform where now all of our

our service providers, we don't want to be in the service business, are able to hook into this and get the benefit of all this information about our customers as well.

I'm not going to walk you through this, but it gives you an idea of the complexity of all the different systems feeding

you know, our platform right now.

So this is why we've become really a big data company.

This data is super powerful for our customers to give them insights about where they could get the best bang for their buck in marketing spend and ROI, but super powerful for us because it creates predictive models of customers that might be ready to churn.

And by the way, we're probably not even 50% through implementing all this.

It's all stood up and going, but we're not even through implementing all of it.

One of the partners I want to highlight here is a partner called Involve.ai.

And what they do is they simply ingest all the data

that you could give them through APIs.

And they've got data scientists that then create really sophisticated models that start to look at predictive churn, like in the next two to three months.

And it allows you and your customer success team to really start to get ahead of that.

You, in effect, I start to feel like I know more about my customer's mindset relative to their relationship with us than they do or before they do.

And it's super cool.

Then we feed that information into an application called churn zero.