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Topic: Customer Support
Capsules: The Power of APIs, the Simplicity of Functions
Learn how Digibee is reimagining integrations by enabling reusability of code and logic with “Capsules.” By encapsulating code libraries to be used and reused across integrations, Digibee’s Capsules provide API-like power with function-like simplicity.
Digibee iPaaS: Continuing Education for Users
In this episode of “Integration. Redesigned.,” our host, Digibee’s Chief Marketing Officer Cait Porte, sits down with Digibee’s Head of Education & AI Fabricio Inocencio, to discuss the exciting world of continuing education for Digibee – including Digibee’s own learning Academy. Fabricio shares his passion for delivering useful content and a friendly learning experience for users, primarily focused on enabling developers first and foremost. His job consists of evaluating how to deliver useful content for our customers, how to deliver a conducive user-friendly experience, and how to grow our adoption and community.
Digibee Academy
Our Digibee Academy is available to all customers and provides the best tools to master our Integration Platform.
Customer Support
Digibee empowers our customers to achieve self-sufficiency through robust resources and training delivery.
Onboarding that’s empowering
Easier integration through Digibee’s dedicated customer success team that empowers developers through onboarding, support, and training.
Full transcript
CAIT PORTE:
Hello and welcome to Integration. Redesigned. I’m your host, Cait Porte. And in this episode, I’m joined by Fabricio, the Head of Education here at Digibee.
Welcome, Fabricio.
FABRICIO INOCENCIO:
Thank you, Cait. Thank you for having me here.
CAIT PORTE:
I’m very excited for this topic today. So what does it mean to be head of education? What does that translate to for you?
FABRICIO INOCENCIO:
I can divide my work in three buckets. The first one is how can we deliver useful content for our users in using the platform? So everything related to development content, courses, tutorials, and everything related to that. A second one, is related to learning experience. How can we deliver useful, friendly user experience and mostly a learning experience that can make their job in learning easier. The third one is more related to user adoption. How can we grow our community to attract more users and foster the engagement in order to use the resources that we are providing to them?
CAIT PORTE:
I think it’s really important when we think about the specific type of people that we’re targeting with the platform, which are developers, how are we servicing them? Right? And so when we speak to education, it’s so important that people understand not only the work that they’re doing, but the tools that are being used. So when you think about, we brought you on board to help with redesigning the educational experience for Digibee. How did you do that? Right. How did you think about redefining and redesigning the educational experience for Digibee?
FABRICIO INOCENCIO:
Perfect. Interesting question, Cait. And we start with the beginning that it’s a different user. So if we see educational resources in general, we used to put education as an end. People study to get a certification and then do something else with that. Actually, we want to help our users to use the platform, not necessarily to get a certification. So in this case, education is more like a mean rather than an end.
And there are some implications that we need to take into consideration. For example, we don’t want to measure how much time they spend in the platform, actually in the platform, I mean the learning platform. Actually, we want them to use the Digibee platform. And the learning platform is just a resource for them to help to not be stuck or to get evolved their skills using in the platform. So we thinking about some strategies that we are using.
We are using the approach more “just in time” rather than “just in case.” For example, we do not provide a lot of content for them for just in case they can use. Actually this should be more just in time. And we need to take into consideration concepts like cognitive load, limited attention, and things that we want to put in place to provide a better learning experience for them.
CAIT PORTE:
When we were catching up earlier, you mentioned that platform selection was very much dictated by our user base and you referenced those things just before. Thinking about the difference between a student teacher type of engagement versus self paced learning for developers and people learning the platform. So that the end result, as you were saying, wasn’t just a certificate, but it was more “I want to use this platform over and over and how do I find the information when I need” it versus all at once for this certification.
How have you measured the impact of the success that we’ve seen from the platform? Because it feels like the change has been successful. But how are you going to look at the success in terms of metrics?
FABRICIO INOCENCIO:
Oh, perfect. And it’s interesting because in the context that you brought related to how the users they learn, we need to take into consideration that we may have users that are using the platform in a linear way, learning things from scratch and in a nonlinear way that they can use the platform whatever they need. So we needed to think our metrics in a way that we could measure how the learning platform had been useful for them, considering those multiple approaches.
So one first metric that we put in place is of course the new users, how many new users we are bringing to the platform, giving our client space. And this help us to understand how we are creating the awareness and attractiveness of the platform for them. And once they are there, we measure their user stickiness, right? So we compare daily active users with monthly active users because we understand that if they are going frequently accessing the platform, probably we are helping them in the daily basis. So it’s more lifelong learning approach, it’s an ongoing basis approach. It’s not a thing that start and there’s an end, it’s a process. So we need to provide resources that can help them in a journey, not something that’s going to have an end.
And finally, and this is the most challenging, is how can we measure the learning effectiveness? And it’s not necessarily by grading, right? It’s not necessarily to see that grades. And we came up with how could the learning be useful? If the learning is useful for them, they are using the platform by their own. So we measure pipeline, how they are using and creating integration pipelines in the platform by their own, not with any help. So this is what we call the self sufficiency metric for how they are totally autonomous in using the platform. And we measure and you understand the co hosts that are using the platform and how they are progressing in deploying new pipelines without any help.
CAIT PORTE:
I think for those listening, thinking about implementing an education platform, overall it’s helpful not to just look at “hey, how many people use the platform and how many people have taken courses or completed activities or searched for content?” But in are you seeing an improvement in the amount that someone is using your product or service as a result of having better education and better tooling to support the users? So, I love that. That’s an area that we’re focused on.
When we’re thinking about licensing software based on Digibee’s experience and your past experience, what’s the biggest impact of having an educational experience like ours when you’re licensing software?
FABRICIO INOCENCIO:
Perfect. I think that every product team aims to foster adoption, right, the product adoption and in our case, software. And by not knowing how to use the software, it’s a great friction for that adoption. Right. And there’s different learning curves that users can overcome this learning curve in order to start to grow in their skills in using any software platform or product or mainly digital product. So in this sense, we can think that a product team, if they have offering a software that it’s easy to use and is not complex, it’s very simple to use, maybe an onboarding program can be enough to help these users to overcome this learning curve so they are able to explore all functionalities of that software.
But in our case, despite we are a low code platform and it’s a platform that is easy to use, there’s a lot of capabilities, there’s a lot of complexities that can be solved by using the platform. So, the learning resources are really important to help the users to go through this learning curve as soon as they can in order to use all the capabilities that the software can offer.
CAIT PORTE:
Very well said. What are some of your favorite educational experiences? I know mine, we were talking about this, but I teach part time myself, so I’m familiar with a number of platforms but we talked about a bunch. What are some of your favorite ones?
FABRICIO INOCENCIO:
In this case, because we are focused on delivering a self-paced platform, I really like the platforms that can add a lot of technology features for interactivity and a way to try to replicate at most they could the relationship that students may have with an instructor.
So in this case, we get inspired by some ad tech platforms in the educational industry, for example, Pluralsight and Code Academy, that they focus more on tech as a general and also DataCamp and Dataquest that focus more on data science teaching. And they are really interesting platforms, providing those features related to interactivity, live, self grading or feedback that can provide this self paced rhythm for the student but also trailhead from Salesforce. That interesting way to organize the content with some gamification features that we are getting inspired as well. So I think that those are five interesting examples that I can mention.
CAIT PORTE:
They’re so good and we would be remiss not to mention stuff like Salesforce and I think platforms like Google for Google Analytics and other training that they have. I mean, there’s a wealth of knowledge out there and packaging it up between those platforms has been inspiring to watch.
Fabricio, thank you so much for joining me today. We very much value having education at the forefront of what we do here at Digibee.
It has been a pleasure and I am sure we will have you back for more as we start working on more education that we share. That’s it for this episode of Integration. Redesigned. See you next time.
Lowe’s Integration Success: How Digibee Transformed Shipping
Interview with Duncan McFadden, enterprise platform support for ServiceNow at Lowe’s, discussing how Digibee’s iPaaS transformed their shipping logistics.
In this episode of “Integration. Redesigned.,” our host, Digibee’s Chief Marketing Officer Cait Porte, interviewed Duncan McFadden, enterprise platform support for ServiceNow at Lowe’s (sometimes incorrectly referred to as Lowes), to discuss how Digibee’s iPaaS transformed their shipping logistics. By partnering with Digibee and implementing a modern shipping integration solution, Lowe’s saw improvements in error monitoring, logging, and email notifications, resulting overall in better performance and reduced manual efforts. Duncan also expressed his intention to utilize Digibee for future projects, particularly in inventory and asset management, which are crucial aspects of Lowe’s operations.
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Understanding iPaaS
Helpful guide to understanding what an integration platform as a service (iPaaS) is: how they work, what they do, and the benefits. While iPaaS use cases and benefits are compelling, not all iPaaS solutions are the same.
Full transcript
CAIT PORTE:
Hello and welcome back to integration. Redesigned. I’m your host, Cait Porte, and in this episode,I am joined by Duncan from Lowe’s. Duncan, welcome.
DUNCAN McFADDEN:
Thank you, guys.
CAIT PORTE:
Duncan, we’ve worked together now with Lowe’s for a little while. Why don’t you tell everybody what your role there is over at Lowe’s?
DUNCAN McFADDEN:
So. My name is Duncan McFadden. I handle enterprise platform support for ServiceNow. I’ve been doing it for roughly four to five years now. Whether it’s been from just handling enhancements and defects to now more handling the actual platform itself from like, license structure, platform upgrades, and all that kind of support.
CAIT PORTE:
So Duncan, thank you for joining us. Tell me what prompted Lowe’s, when you think about how Lowe’s is working with ServiceNow and integration, but what prompted you to look for an integration solution?
DUNCAN McFADDEN:
So at the time, we were just about to start working a defect related to all of our shipping integrations, where a lot of stuff was just getting like, random errors. At the time, we weren’t really logging anything just because we had nothing really set up from IT, at least from that background. Honestly, we weren’t really looking for an integration solution. It just happened to be due to the friendship of other individuals that they started working for Digibee. And we were able to look at that solution holistically and start to work something together.
CAIT PORTE:
So tell me a little bit more about this shipping situation. We know that Lowe’s provides amazing customer service. I’m a Lowe’s customer. There’s one around the corner that I hate to admit that I frequent so often. We’re always doing home projects, but when you think about this from a consumer standpoint, obviously we care about shipping notifications, but was there an impact to consumer behavior here or was this primarily internal logistics? What was going on?
DUNCAN McFADDEN:
So this would be just internal logistics. Related to movement of IT equipment. So when you think about, let’s say, like, the phones, like, your signature captures that obviously you’re doing your payment methods through, any of those kind of items where we’re moving stuff. It’s a different FedEx account than what you’d see from like a consumer level. So, we’re just not sure if there was like a disconnect there. But we were using kind of like. An old version of their integrations, which was like soap based. Granted, again, it was built in 2017, but obviously Digibee was able to help us move to a more modern solution of the shipping integration.
CAIT PORTE:
It’s interesting to hear 2017 referenced as, like, a long time ago, but you think about technology changing every day and new things coming out. We want to have our companies on the latest and greatest of technologies without the legacy holding us back. When you think about before and after and what the outcome was in using Digibee to power these integrations, what are you seeing now as a result of that implementation?
DUNCAN McFADDEN:
So, I think in the past we could say there was at least a 5% to 10% plus disconnect when it comes to sometimes showing like delivered statuses. Sometimes, I mean, the status would not even show anything. It would just show that the tracking was just sitting there, doing nothing. One, we’re seeing those, from like a logging perspective a lot better, because obviously you can see logs tremendously better when it comes to Digibee’s platform. As well as making sure we know that those alerts are happening. So obviously all that stuff is being sent back to our platform and we’re able to see some of that stuff through email notifications. It does seem that we’re getting a better, or at least a lower rate, of issues. I would still say there’s probably like a 2% when it comes to – but I want to say this is more like a FedEx-related question. But yeah, it’s definitely working a lot better. Again, obviously to speed to market of not having to do some of these extra logging tables and doing some of that extra work just to be done from our side was nice. And yeah, I mean, the tool is really easy to show someone what’s going on.
CAIT PORTE:
I love there were two things that you referenced there. One of the things that we talk about is the ability to drive down your backlog. So Duncan, has there been anything that you’ve been able to see as an output now that you’re no longer worried about this shipping situation where, “hey, yeah, those notifications are going out, we’re not seeing as many errors. I don’t have to react to feedback or questions or monitoring or issues.”
Is there anything now that you’re able to get to as a result? Has that been something that’s come as a result?
DUNCAN McFADDEN:
Yes! So, while we were working this with you guys, I was actually doing some other enhancements when it came to some parts of shipping and receiving. And I guess an example would be at the time someone had to manually receive stuff, right. Because we’re concerned with obviously that delivered status being correct at the time with the old integration. So, someone was manually receiving product to actually show the movement of assets to the stores. So, obviously this is more like a holistic asset management approach. But, with that, right, now that we know that the delivered
status is a little bit more refined and able to be known that it’s correct, we moved everything to be back to automatic receiving. So, obviously you’re taking – I think we took about three users off of manually receiving stuff. When you look at the hours of time spent per year, something like they were wasting probably like $15K-$18K on it per year. I mean, granted, this is just hour based, but that alone, right? I mean, that speaks volumes. How quick – while you guys were doing the integration, I’m obviously doing other work and we’re able to just push out more stuff together that way.
CAIT PORTE:
Yeah, I’ve talked about this a lot on the podcast is my background is in product and product management, and so I have a soft spot for the ability to get more work done, particularly for development, because you can then say, “hey, we’re going to focus on these really crucial, more innovative things, so that’s because we have this ability unlocked,” right? So it’s not to say you no longer need those three individuals or that your time is no longer needed related to this integration, you just can now focus those resources on other more crucial things. It sounds like.
You also mentioned that the platform allows for more visibility. Can you tell me about what you’re showing and who you’re showing it to? You referenced that earlier.
DUNCAN McFADDEN:
Yeah. So currently it’s really more like a reference point to only me and one other individual, but it’s more just being able to see those logs. With a lot of your more traditional, say, like, platforms as a service, you’re not going to have that much built when it comes to logging, out of the box. Without having to really stand up a good enterprise logging solution at that point. And then obviously, you run into a lot of factors of how big those tables become? How do we make sure security around some
of that stuff? So, actually just having it within Digibee and being able to see it easily and quickly for whatever request I want to look at does make things a lot easier. Right? Because obviously we know where the errors are. They’re going to be bucketed to wherever they are, and then we can just work to fix those issues really quickly.
CAIT PORTE:
Duncan, you’re referencing a number of things that we’ve talked about.
Has the ability or the usage of Digibee now highlighted, “hey, I can use this in other areas?” Are there things where you’re saying, “hey, there’s this opportunity that exists at Lowe’s, or I see this challenge, or this problem, or this service is falling down where I can now insert Digibee?”
And maybe you can talk a little bit about what you’ve seen as a result of the ease of use that we’ve talked about so far.
DUNCAN McFADDEN:
Oh, definitely! From our side, right, we’re just kind of on a hold when it comes to some integrations. But, I definitely will be using Digibee for the future. I could definitely say we’re going to be working on a pretty big project here soon related to some other kind of forms of inventory and asset management. But, when you think about inventory and asset management, that spans very large. When it comes to Lowe’s, and I mean all companies, right, they’re going to care about their inventory and asset management a lot.
CAIT PORTE:
Inventory and asset management not only matters for the consumer, matters for the business. What do we have? How much room do we have? How do we think about what’s coming in and what’s going out? Especially when you’re talking about big physical products used for home improvement. So, all that space really matters when it comes to laying out your store, thinking about your trucking, and anything that’s getting from point A to point B being available for the consumer. So, I could imagine that there’s a ton on your plate, potentially, for how can I use this technology to improve some of that or to optimize what we’re doing today?
DUNCAN McFADDEN:
Absolutely. Yeah. There’s such small things that most people don’t think about asset management that it adds up really quickly. When you start looking at like, dollar amounts, it’s very crucial to keep it in check, I’ve learned.
CAIT PORTE:
Are you looking at a lot of the dollar amounts related to the work that you’re doing or having an impact on? Is that a part of your role?
DUNCAN McFADDEN:
It is now, yes. We are looking to kind of watch what’s the difference between efficiency gains or if we can kind of move some of our – because we track, obviously, the amount of hours for certain work – so we’re going to track against efficiency gain, whatever, like CPECs and OPECs for a lot of stuff. So, it is a very big thing to my new team. I will say that at least the ServiceNow space has moved around to different departments and now it is kind of like a bigger focus.
CAIT PORTE:
Did you look at any other iPaaS solutions as you were evaluating and trying to solve this problem?
DUNCAN McFADDEN:
I personally did not. I, again, was very trusting of the individuals that I did work with with Digibee, and did take everything from what they said. And I mean, it worked exactly as we wanted, so there’s really no real reason to look for a different solution at the time.
CAIT PORTE:
Well, we love to hear that, right? We’re very happy that Digibee is having an impact on what you’re doing at the business. Duncan, thank you so much for spending time with me today.
For everyone joining us, thank you so much for joining. It’s been a pleasure. Again, my name is Cait. This is integration. Redesigned. Brought to you by Digibee. And thanks for joining me.
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Is the World Ready for How We Can Accelerate Integrations?
With host Cait Porte, Chief Marketing Officer at Digibee
In this episode of “Integration. Redesigned.,” our host, Digibee’s Chief Marketing Officer Cait Porte, is joined by Customer Success Manager Paula Arencibia, for a discussion highlighting the rapid speed of integrations with Digibee’s iPaaS and differentiated delivery model. Paula dives into our comprehensive three-phase onboarding program that enables and empowers our customers. She explains how Digibee gives access to functional analysts, solution architects, customer success managers, and developers, so we can enable faster integrations and successful implementations – for projects of any scope.
Full transcript
CAIT PORTE:
Welcome back, everyone. I’m Cait Porte. We are joined today by Paula Arencibia from our Customer Success Team, and I am so excited to have her. We were just chatting about her diplomas that we see in the background, if you’re watching the recording of this, but very excited to talk to you today.
The topic is on speed, and is the world really ready for the speed at which we can deliver here at Digibee? And I think it’s a very interesting piece of advice that we certainly want to give the group. But, Paula, sitting with our customers, knowing what you know, your advice is going to be hugely valuable today. So welcome.
PAULA ARENCIBIA:
Thank you. Thank you.
CAIT PORTE:
I love that we have such a diverse group of people that we talk to here.
So, Paula, I think there’s a few things that we need to go through before we jump in and answer the question of is the world ready? So, why don’t you walk me through how fast we’re actually talking about here? Right? Maybe talk a little bit about some examples that we’ve had here at Digibee on speed and integration speed and deployment speed because everyone cares about how quickly you can get work done, right? We’re all trying to find ways that we can get work done faster. So what do you think?
PAULA ARENCIBIA:
Absolutely. Well, so the average delivery time of an integration project with Digibee is about 90 days. But, I’ve seen integrations being delivered in as fast as three weeks. Once we get what we need ready, it’s very fast to actually put our integrations live. And then I think that compared to your actual traditional integration project that normally takes anywhere between six to nine months, that is a huge accomplishment for Digibee.
CAIT PORTE:
I mean, the 90 day mark is huge. I just hired a bunch of people – we have hired a bunch of people here at Digibee in the last six months – I think over 100 at this point. And that 90 day mark is where you sort of feel dangerous. So the fact that we can get customers on the platform, integrating integrations complete in that 90 day window is really a feat that I think we’re not seeing in a lot of other places in the market.
When you think about the delivery model that we have – and we internally certainly think that we have a delivery model that’s differentiated, and it’s one of the things that we talk about – but when you think about that being a differentiator, how are you implementing that? So, can we maybe walk through what approach that we take with customers so that they can have that successful timeline that we just talked about?
PAULA ARENCIBIA:
Yeah. So I think two things that I am super proud to talk about is how fast we deliver and how we deliver. Right. Like you’re saying, we have our own little methodology to deliver our projects. So, I think what really affects the speed time here, like I said, it’s the technology that we use, which I’m sure there are a lot of people have talked about how we are low code, a drag and drop, and how it’s fast to onboard your developers. Those things are amazing, but also the methodology. Right?
So, how do we normally work once we get the client onboarded? All of our clients go through more or less three stages with Digibee. So, the first stage is what we call our first impact. And this is when the customer is just starting their relationship with Digibee. We get together, and we want to show the impact that Digibee can cause in your company. So we’ll draw out, choose one project to integrate.
We’ll get everything that we need ready and in place. We will build it for you. We will show you how we build it, and why we build it that way. So you’re not in the dark on how we build the things and why we build it that way. And then we’ll put it live, right?
And then once we put it live, the definition of a project being live for Digibee, it’s a little bit different than your regular company. Right? So for us, being live is not only switching your pipelines to production, but it’s also having the customer being comfortable with the platform and the very basics of the platform on how we operate, looking at a few logs, knowing how to maintain those pipelines that are going to production for your first project, and also defining next steps. Right? So these three components, putting your pipelines in production, knowing how to operate the very basics of the platform, and having our next steps defined, that’s the first phase of what we call putting your project live. This is what we call your first impact.
Now, the second phase would be together, right? So this is where you already know the capabilities of Digibee. You’ve already seen how Digibee can impact your business. And that’s how we start working together into a second project or third project. In this phase, what we want to do is show you all the resources that Digibee has to offer to empower your team to start using the platform themselves. Right? So, we talk about Digibee Academy, we talk about our workshops, we talk about development sessions with our teams, and really hands-on together with our team that delivers the project. Showing you how the magic happens, right? Showing you how we work and how we can truly get empowered and a little bit of a deeper knowledge in Digibee.
And then, our third and last phase would be a phase that we call “you got this”. Right? So, that would be a phase where you’ve already gone through your first impact, you’ve already built it with us. And this is the phase where you feel comfortable enough to start building yourself. So you either have a team or a person or, you know, a group that knows how to operate Digibee. They could even go through our development bootcamp where they learn the best practices on architecture and our platform, and they really feel confident enough to start dealing with the projects on their own.
And, it’s important to say that your delivery team, the squad that takes care of you at Digibee, will be present every single step of the way. Right? It’s not because you’re in the last mile and you’re developing by yourself that you don’t have access to our architects, that you don’t have access to your customer success manager, and your functional analysts. We’re there to help you in every single way, every single step of the way there. But it’s really important for us that we measure our success on how our customers are adopting the platform and really getting to know the capabilities of what we have to deliver.
CAIT PORTE:
When I was thinking through this, I tried to say, okay, for the audience, what does this really equate to? And I think the best thing we can equate it to is maybe personal training or fitness.
So, everyone can get a gym membership. Everyone can get an integration platform. There’s a million of them out there. Right? We pick them all for different reasons. But the ones that are most successful, the programs that you run that are most successful when you’re trying to improve your exercise fitness regime, get in shape, whatever it might be, get back in shape, maybe just keep it going, is when we have accountability partners. And, so I think Digibee can act as that personal trainer, right? “Oh, I just got to the gym for the first time, and I don’t really know what I’m doing here.” And someone walks you through and they say, “okay, well, we have this offering and we can walk you through it.”
But, your team acts as a personal trainer to make sure that the whole team knows how to use the gym, the Digibee gym, if we want to think about it that way. And I love that model where we’re working for you, working with you, and then we’re enabling you and empowering you to use that gym all by yourself. And I think that that’s what we really what we lean into when it comes to Digibee.
And having that all included is one of the things that I think makes a real difference. Your team is part of the journey here at Digibee, and we really lean into that enablement model for our customers. So I love, for those in the audience that are listening, saying, “well, what does that actually mean?” Well, it’s kind of like having your own personal trainer for no additional cost. I think we can get away with it. What do you think?
PAULA ARENCIBIA:
I think so. That’s a great analogy. I like it.
CAIT PORTE:
So, when you think about this, right? The customers themselves are facing a number of challenges, whether it’s actually getting everyone aligned, or making sure that they understand the product or the platform. What about our delivery model is really a differentiator in your mind? And we may have already talked about it, but I’m curious if you are thinking that one or two things come up when you think about either the challenges that a customer is facing or how we differentiate? What are some of the things that you think from a customer’s perspective make us better and different?
PAULA ARENCIBIA:
I think that the team that delivers your integrations, they’re extremely capable. They have been working with Digibee probably for a while and even our “Digibabies,” the new ones coming in and starting to work with us, they have the skill set necessary to help you and to empower you. Right?
So, normally Squad works with the Customer Success Manager that helps you ensure that your product is being delivered, that everything is happening the time that it should, that the sponsors are well aware of everything that’s happening in the project and that we get everybody engaged.
And, then you have your functional analyst, which he’s the person responsible to draw the sequence diagrams and help you explore what you want to happen in that integration and set the rules.
And, then we bring our amazing developers that once we have all of that specified, they go and they deliver it and they make it beautiful.
And, also our solution architects. When we’re talking about a little bit of a more complex integration, when we’re talking about scalability, when we’re talking about reusability of those pipelines, right? We bring those characters into the picture to help you. So I think the team that we engage while using the methodology and implementing that methodology really makes a huge difference.
CAIT PORTE:
I think it makes a huge difference when you’ve got the right people in place. Right? One of the things that we’ve talked about here is that we want technology and platforms to work for the company, not the other way around. We don’t want you to have to adjust the way that your team works in order to get that done.
I think that speed is so important because when we realize that there’s a problem – whether at work or school or home – we don’t want that problem fixed right away. We don’t want to have to wait six, nine months like you alluded to in the beginning. And I think that that speed at which you can actually react and the fact that we have this infrastructure set up is really what… if you look at the market, there’s not really anything out there today that can do that. Of course there’s great technology out there, but when you think of the cost associated to get the speed that you’re looking for… You know, some people call it like throwing money at the problem. Right? Now, if you’re wealthy enough to have that be it. Sure, go ahead, throw your money at that problem. But we really want to think about ways to make you efficient, secure, fast. Right? And I think that that’s really what you and your team come in and empower our customers to really go along that journey.
PAULA ARENCIBIA:
Let me comment on that. I just wanted to say, like, our team delivers super fast, but our main objective is to make sure that your team can deliver fast too. Because even though we deliver super fast and we work on sprints, we work in an amazing methodology. If you’re having us build it, you’re still depending on somebody else, right? So our main objective is to empower your team so you don’t have anybody putting that restraint on how fast you can deliver. Right?
CAIT PORTE:
Key point there. We want to make sure that we’re empowering our customers, enabling our customers to get work done. And that’s that model, that three step process that you talked about where it was, okay, let’s deliver the first impact, then let’s do one together, and then let’s have you work on your own and get you there. I love that baby analogy, right? That kid growing up and they’re ready to go off to college or take a year off or whatever they’re going to do after they’ve graduated and are ready to move on.
If you were to get an ideal customer in the door, walking in, they’ve got a project, they’ve got a problem. What are the ideal, maybe boxes, if you were to check them? That you would say, “hey, this is a customer who we can deliver not 90 days, but even sooner, two, three weeks?” Those are the turnaround times that we’re really looking for.
If we were talking to customers or customers are listening to this, what would you tell them about how they can get themselves set up or what’s your ideal situation where, hey, this is what makes it really easy to get things going?
PAULA ARENCIBIA:
I think from my experience, the customers that we can deliver the fastest are the customers that are truly, truly engaged. Like, they want to see that integration happen. So because they’re truly engaged and they’re excited, they want to learn, they dive deep. We have many tools that we use to manage our projects to make sure that we’re keeping the communication flowing and going.
But, when we come and we bring to the table, “hey, we need…”( I don’t know, I’m going to give you an example). “We need the API keys to access your system, or we need to know and talk to somebody that knows how to operate your system,” so we can get some of the ideas on how to get the data on how to deliver the data. Like when they can bring these people to the table and they can give us the resources that we need to deliver that integration fast, things become way more fluid. So, for me, if I could choose a word. It’s how engaged the customer is that really, really impacts the integration delivery time and how eager they are to learn it and to start embarking in this journey at Digibee.
CAIT PORTE:
I love that, we’ll take an eager customer any day. A lot of analogies here today. I mean, I think we’re looking at speed, delivery, making sure, but I think where product is probably the brain of our organization, customer success is the heart. You’re making sure that the blood is pumping, that things are working, that it’s coming and going and we’ve got all those organs being taken care of. And I fully believe and trust everything in your team and what we hear from customers time and time again. I mean, we just heard this from one of the great brands here in the US. And I think that you and your team make the difference and the fact that we’re going along the journey with them makes a huge difference. So, thank you for all of your work because it does not go unnoticed, but certainly is that lifeblood that gets us moving.
PAULA ARENCIBIA:
Absolutely. And I think our team is super passionate about seeing our customers getting to fulfill their dreams, seeing their dreams come true, seeing their systems connecting. Oh my gosh, I cannot tell you how happy I am when I have delivered an integration and my customers say, “hey, you have no idea how much cost we’ve just cut” or “you have no idea how much manpower” or “the workload that has lifted from my team’s shoulder.” It’s really fantastic and that’s what gets us going.
CAIT PORTE:
It’s amazing. And we love all of that feedback and I’m sure that we’ll be telling those stories on future episodes. But Paula, thank you so much for joining. I’m definitely looking to have you on the podcast again.
PAULA ARENCIBIA:
Alright, thank you so much for having me and I’ll see you guys soon.