Cody McLean

And then the aim, though, it was to pretty much reduce the amount of meetings that we were having to have and reduce the amount of upset customers.

And the other issue was that the majority of our clients, they would end up dropping off on this onboarding period.

And so we had to solve that.

And one of the things that I really liked is software called BPMS, business process management systems.

And they aim to combine the process from a static document into a dynamic part of that process so that every time the agent looks at that process, they're having to see the information and you can easily edit that information as you need to.

And by documenting this, we were able to get the Filipinos to actually change from actually working with hard copies because they're so... Imagine the Philippine government is basically like the US stuck in the 1960s.

So you have to have hard copies and they have a habit of having hard copies of information.

So we had to transition them to working with the software, but trying to manage them remotely was a difficult process.

So we were...

So the software that I really like to use is called Pipify, and I was able to build the documentation around the process.

And that allowed us to say, build out this Kanban board similar to Trello, and then you can have the client onboarding card pipe, and then you can have another pipe for recruiting so that when that client is in a specific phase, it's going to hand all the information off to another department in the recruiting department.

And it's able to create a certain amount of automation that ties back into itself that allows you to reduce the amount of errors and processes and information that's effectively lost in Slack, email, or phone calls.

So here's part of the example process just with Pipify itself.

This is part of the client onboarding procedure.

And it allows you to say the entrepreneur, instead of having to go and update all the staff about the revised processes that you can just go in here and add, say a file upload field.

And we realize that we need to have a copy of the ID for all the agents.

And then now you make that a required field so that the next time they go through that process, it requires them to upload that information.

So it allows you to make sure that you're, you have more consistency across your entire department and operations.

A little bit more of the example process.

And this also allowed me to have this Kaizen mentality that allowed the agents to feel like they were a part of the process instead of just being the static employee that was following directions from the upper management is that this allowed them to actually feel like they can add and they can update and they can help revise that process.