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Epi 32: Democratic Financial Decision Making in Schools – Luke Hohmann Founder & CEO of FirstRoot

Learn more about FirstRoot at: https://firstroot.co/ 

Find Luke Hohmann on LinkedIn here: https://www.linkedin.com/in/lukehohmann/

JC: Welcome everybody to another episode of The Future of BizTech. I’m your host, JC Granger. I have with me here, Luke Hohmann the founder and CEO of First.. is it FirstRoot?

Luke: FirstRoot

JC: Just making sure I got it right.

Luke: You did. You nailed it, man.

JC: Well you know, cause you know, I work with a lot of data companies and you know, you can hear like “root first”, you know, things like that so..

Luke: Or they give you like 16 different letters that you can’t say or spell, but it was a unique URL. And you’re like, “no, that’s not really the best way to name your company”

JC: Luke, thanks so much for being on the show here. Why don’t you tell the audience a little about yourself and what it is that you do?

Luke: Thank you so much for having me and hi everyone out there in podcast land. My name is, as you know, Luke Hohmann and I’m a serial entrepreneur. So I’m one of those people who live in Silicon Valley, who loves starting companies who loves building them up, solving a new problem, and then typically selling them and then doing it again.

Our particular company right now is focused on a social mission. So it’s a benefit corporation, which means it’s not a nonprofit, but it’s not a regular corporation that has no awareness of its social mission. And I see that too much right now, JC and Silicon valley, right? We’re seeing tech companies being started for maximization of profit with no awareness of the impact of that social mission it can have in society.

Like we see, for example, the negative impact of advertising. And social media and how it depresses happiness within a community. Right? Because if, if all you see is advertising, then all you’re reinforcing is something that’s missing, as opposed to some, you know, it’s a, it’s a scarcity mindset, not an abundance mindset.

So what I decided to do was take my experience in building participatory budgeting solutions in business and bring it into schools to teach financial literacy. And I’ll pause because there’s probably a lot there that you want to ask about. But one of the things that is important is to know that this isn’t a new idea for me.

My last company was tackling the annual budgeting process of large companies, which is awful, right? You basically fight other people in the company over the limited budget. So what we did was we created a technique that made that process of kind of antagonistic process into a collaborative process.

And our clients were really big companies that you would know, Cisco, eBay, BMW Daimler, global distributed teams who had to manage hundreds of millions of dollars of budgets and try to find consensus. And that was a B2B software play. And so I built that up, ended up selling it to a bolder company, not too far from where you are.

And then I started looking at. PB and the public sector participatory budgeting with citizens in cities to help set budget priorities and help allocate budgets. And then in schools. And when I started doing it in schools, this magical thing happened. Kids for the first time in many cases, especially when they were a low income or minority kids, they were trusted with money and made decisions with money. So our tagline is we teach kids how to manage money by giving them money, to manage and supporting them in learning how to manage money as they make investments in their school.

JC: That’s really cool. I mean, so it’s funny, you know, with this podcast, I’m usually speaking to kind of like your previous company that you had, right? Typically you would have been a guest because of that previous software. But when I saw this come across and I played it, I couldn’t give it up. Technically speaking, it’s still, I call it quote “B2B” because you know, you’re not going direct to consumer. You are actually, uh, working with institutions here in this case, you know, education.

And, you know, you know, I have a 15-year-old daughter, so, you know, when I saw this, I thought, man, that would’ve been so cool for her to have at a younger age. And I think also, you know, obviously this can be something that, that goes through all the ranks, you know, in high school and whatnot too, pretty much any age, it sounds like this would be beneficial and useful for, especially when you get up into the higher grades because they really do have budgets to work with too, right?

So my question is this. Your company provides, you know, you raise money. I imagine somehow, and to give to a school and then the kids can, can decide where that budget goes. My question is, can you also give it just as a tool? Let’s say, cause there’s only so much money you can give out. Right?

So let’s say there was a high school out there that wanted to use it as more of a practice, right? More of an exercise. And you know, there wasn’t funding for them or maybe they already had funding that because they raised enough money and they were trying to figure out what to do with it. Um, are you able to then give that out without funding it as well?

Luke: Yeah, boy. Without realizing it, you have hit one of my trigger points. Everyone should know at the podcast. There’s like no secret plan between JC and me. He did not know that that was one of my trigger points. Truthfully.

JC: I thought it’d be such a cool thing, you know, for price was my daughter’s in high school, you know, and they raised good amount of money, but she tells me how, like, you know, it’s like, well now what do we do with it?

Right. Kind of thing. And there’s always these, you have the student body that try to do it. Right. But it sounds like your software could really help enable more democratic style.

Luke:Yeah, that’s the whole point you want the whole school involved. And so, uh, let’s talk about that money. Let’s really drill into that.

The first is the amount of money. And what we find is that at a relatively small amount of money is needed to create the educational impact that we seek. So it’s really between $2,000 and $10,000 on a school basis. Now we have seen schools give as much as $50,000 to the students to manage. But if you think about it from an educational standpoint, you want enough money to be meaningful.

$10,000 is meaningful for the kids at the school, but not so much money that parents would step in and take control. So if I walked up to you and said, Hey, your daughter’s class, your daughter’s school is 10K. You’d be like, oh, that’s cool. But if I walked to pew and said, Hey, your daughter’s class and your daughter’s school has $500,000. You’d be like, wait a minute. What are they going to do with it? Yeah. Are you with me?

JC: Yeah

Luke: So you’ve got to build up trust in the second question. That’s related to this as well. And you mentioned it what’s the source of the funds. There are three sources of funds for the kids. The first is the principal in every school has discretionary funds even in the current funding of, of the recent Beida administration’s economic recovery, there’s actually funds that are being given to principals under their discretion to help make the school better and what better way to make the school better than to engage the kids. And those funds are called Esser funds, E-S-S-E-R funds. So what better way for a principal to know what the students need than to engage the students. And I’m going to come back to that specifically. The second source of funds is the PTA or the PTO, the parent-teacher association.

And the third source of funds is really exciting. It’s in partnership with corporate social responsibility programs. We’re working right now with Salesforce, where a Salesforce executive made a small donation to a school in Hills in San Mateo, California. Hillsdale high school, Salesforce matched that donation.

So they were able to increase the budget given to kids. So those three sources are pretty good. And there’s a fourth source as a public benefit corporation. We are using some of our investor’s money and our investors know this, but we’re using some of our investor’s money to actually kickstart participatory budgeting programs at title one schools.

So we’re actually helping get schools who really are economically disadvantaged to get them going. So I’m going to hold on that, see if you have any questions, but I really also want to talk about the trigger point, which is this notion of practice of a process.

JC: So I want to go to the back a little bit, circle back to how you’re funded.

So let’s talk a little bit about your model, right? So first you have a specific type of business model that most people are not aware of. People understand the 501c3’s and they understand, you know, C quartz. Well, you kind of have this middle ground. Tell us a little bit about how your company is structured and what that just means as far as how you’re funded.

How maybe you’re taxed. You know, things like that cause you’re in the middle.

Luke: Yeah. So the easy one is the taxation policy. A benefit corporation is taxed like a regular C Corp. So from the government’s relationship to us from a tax perspective, we’re regular and there’s no intrinsic tax advantage.

The difference of a benefit Corp from a regular C Corp is how we make decisions. So let’s use Patagonia as an example, because that’s one of the best-known benefit corporations on the planet. They’re huge, right? More than a billion, they do a lot of good in the world. Patagonia recently made a decision that was controversial.

They no longer make logo gear clothing, like selling a coat with a company’s logo on it. The reason they no longer do this is because they found that when people change jobs, they throw out the logo gear of the old job, right? You don’t wear your old employer’s coat anymore. And since Patagonia’s point is we don’t need as much clothing and we shouldn’t keep wasting clothing.

They stopped making logo gear because they don’t want to contribute to the waste. Now let’s say you’re a shareholder in Patagonia. A traditional corporation is designed to maximize profit and you could actually, if you were big enough and prominent, I’ve caused a problem for Patagonia to say, Hey, wait a minute. The board of directors just made a decision. That’s going to actually lower my profit, but the benefit corporation structure provides a legal structure that protects the decision-makers from making decisions that are beyond just a pure profit decision.

So in a normal corporation, the shareholders could sue and say, Hey, look, you’ve made some choices that are depressing, our profit, but in a benefit corporation, If the decisions that you’re making are consistent with your public benefit charter, you are legally protected.

So for example, let’s go back to the First Root school fund. I’m taking some of my profit. I’m taking some of our investor’s money and we’re specifically funding schools that need help. You could argue, wait a minute. That’s supposed to be money that is advancing the product. It’s supposed to be money that over time has returned to me as a shareholder.

Cause I’m gonna, you know, and all of my companies, right. You know, you can think of a company as a product. Eventually, it’s going to get sold either through an initial public offering or by selling the company. So you’ve got to build an attractive offering. Does the investors could say in the shareholders of first route could say, wait a minute, you’re not maximizing your profit, but I want to make sure that people who would do invest in our company know that our commitment is to fighting economic inequality, which means we may at times make decisions that are in alignment with our social mission while we are also achieving a financial return.

JC: So it’s basically a shift from a shareholder responsibility to the mission responsibility. More than that.

Luke: Exactly

JC: Yeah that I love. That’s really cool. Well then now let’s check. I mean, I’m a marketing guy, you know, we made a little talk, you know, a pre-show here, so I always loved the marketing questions. What are you guys doing from a marketing standpoint to get the word out about, First Root?

I mean, how are people hearing about you? Are you doing, you know, Facebook ads? Are you doing organic? Are you, I mean, obviously you’re on this podcast, but you know, what is the strategy for you guys to get in front of these schools so that more people can take this on? You can help.

Luke: Well, believe it or not a big part of my strategy is talking with people like you.

I’m very thankful to be on this podcast. I’m a writer. That’s what I do. I write, I’ve written four books. I write a blog for First Root. I actually post an update on our company every single day on LinkedIn. And so writing’s my thing. And what I’ve learned enough about podcasting to know it’s like, it needs people like you and, and I’m, I’m a better guest than a host.

The other thing that we’re doing is, I’m explicitly not using Facebook to drive awareness through ads because I’m not a fan of social media-driven advertising. It actually creates a lot of ill in the world to have, you know, what an advertiser is selling Is it selling a human to a company? And I know we need ads and ads have a reasonable place in the world, but when you actually look at like the social media algorithms, they tend to emphasize the negative part of human behavior, not the positive part.

And I don’t want to get around that. So how are we getting awareness out? The most important strategy that we are putting in place is leveraging social media in a positive way. So when students go through our program, they can, when the program is being run and when the program is finished, they can share through social media the proposals that they made that were then implemented by the school. So let’s say a proposal.

One of the schools we work with is a Purdue Polytechnic high school in Indianapolis and the kids there wanted a mini library. When that is finished, they have a link in social media that they can share. Look what I did with the rest of the students in the school, look what we created.

That’s a positive social media application. And of course, when the students are sharing. The results of their ideas of their work on social media, we get the benefit of student-led growth and awareness. And so if we can kind of frame it the right way, the students are going to be the ones who drive our awareness as along with parents and teachers, which goes back to this question that you had, which was my trigger.

You said, well, what if we didn’t give kids real money? And what if we just gave him practice? Well, what happens when you give kids practice is you get a fake behavior and I’ll give you a really concrete example. I have four kids, two in college, two in high school. And I remember how excited I was when one of my kids said, dad, I’m taking the business. You know, business math class at school, and we’re going to do a stock market simulation.

JC: I was just going to say, that’s the biggest fake behavior medium there is, is stock markets. Cause there’s when you’re playing with your own money versus right. Monopoly money, oh, your actions are completely different.

Luke: Your actions are completely different. And I was like, I, cause I had never done this and I had never seen this. I was like, Aw, I’m like, this is really exciting. And so he, he comes home and I said, What’s the assignment. He said, oh, here it is. We’ve got a hundred thousand dollars. We’ve got eight weeks. Whoever makes the most money wins.

I said, okay. Chris, Chris, that is exactly opposite everything. My mom and your mom, and I believe in value-investing. This is everything opposite what we’ve been teaching you, you know, for years we’ve had a five 29 plan to try and help. You get through college. We, you know, like if that’s your plan, you might as well go to Vegas and roll red seven yeah.

JC: It’s like day trading versus, you know, like long-term investing, right. I mean, that’s basically, they were in the exercise.

Luke: Yeah and so JC that’s why we don’t. Um, I don’t say we reject it, but we are very strongly opposed to practice because practice doesn’t have the same meaning. When you look at what kids do with the money, the data is overwhelming.

The kids create an educational infrastructure that makes their life better. That lets them go to school. And sometimes the link between what the kids choose and the critical need for education and how it affects them is not always apparent. So you’re a dad. You said you had a 15-year-old daughter. Can I give you a gut punch?

JC: Sure, let’s hear it.

Luke: Okay, everyone be prepared. This next one is a gut punch. We did a program with the Academy of American studies in Queens, New York, and the number one item created, gone through the process. And I’ll explain the process next and voted on and funded by the kids was feminine care products for the girl’s bathroom and the way they framed it was menstrual products for the girl’s bathroom. And I brought it to my family and we were talking about it at dinner. And my wife instantly says, you know, honey, you guys are just so clueless. I think about it. You’re a young woman, it doesn’t matter actually that you’re a young woman, you’re a woman and you know, you’re menstruating and you don’t have the right feminine care products.

Are you going to go to school? No, you’re going to stay at home because you’re, you don’t, you’re embarrassed. You don’t want to go out.

JC: And like I said, that’s a bigger thing in more poor communities too.

Luke: It is huge

JC: We’re looking at, we’re looking at it through our lens. I mean, we’re both from the bay area, you know, we’ve done well for ourselves and, you know, our families are taken care of.

And so, you know, my first instinct was like, wait, well, she has that. And I’m like, well, okay. Yeah, but that’s not how everything is everywhere, right? There are plenty of areas where, you know, and I grew up actually not well at all. I mean, I grew up in a very poor neighborhood and for parts of my life, and I was very poor for parts of my life, but I’m also not a woman.

So taking that aside, my point is that my first gut instinct was well. Yeah. But my daughters has those things, but..

Luke: But what if she didn’t right?

JC: Exactly, exactly. That’s not prevalent yeah.

Luke: And we’re talking about educational equity and other kinds of things. And then we realize that. You know, there’s sure you want to talk about the science lab, that’s great. But if the kid’s not even in the classroom, the science lab doesn’t matter.

JC: Yeah

Luke: And you know, we see that kind of stuff repeatedly in participatory budgeting programs in these low income or minority communities where they just don’t have the same access or, you know, even with my own kids, you, you look at what banks you know, do – It’s awful, right? 

Banks, the way banks make money is actually on a U curve. What they’ll tell you is, you know, we’re not targeting minorities. We’re not targeting low-income people because we make a lot of money when people are successful which is not entirely true, right?

JC: They make money off late fees, things like that.

Luke: Bingo

JC: Yeah. That’s where the real money’s made. I mean, they do make money off people paying. They make more money off them paying late or not at all.

Luke: Right and in fact, there was an expose done by Bloomberg at the very start of the pandemic, where they were wondering why the bank’s profits were increasing at the start of the pandemic when you would expect, because of all the depression and all of the loss of jobs that the banks would be decreasing in the profits.

It was because the banks had secretly raised the credit card limits of all their customers. So the people who were in the greatest need were covering their costs to live by increasing their debt on their credit cards because the bank secretly let them. So now what is the bank done? They’ve entrapped people into a even worse cycle of dependency under the guise of trying to help them out.

So it’s this kind of, you know, you’re in marketing and there are ways to market in a healthy way. But man, when you dig into the underlying issues and structures and I don’t, this may or may not be associated with financial literacy, right? If you put someone in a desperate situation, they’re going to do what they need to do to survive, right?

The issue is, is why did we put them in that desperate situation in the first place? And part of that is financial literacy, which is one of the things that we’re tackling at First Root. Like, you know, do they really know, for example, how to choose a credit card and how can they choose a credit card that’s the best credit card for their circumstances. You know, did you just take the one that you were available to get, with high interest in fees or did you actually do a little bit of digging and a little bit of work to get that right credit card? So that’s part of what we’re fighting is this massive infrastructure that is actually structurally geared against, uh, people who don’t have basic financial literacy.

JC: Let me ask another quick question about the program itself too. Going back to your, I like your point about how, when, when there’s no money, it’s fake behavior and by the way, you’re right. And it, and it dawned on me with my psychology degree, we went through a lot of case studies about this type of thing.

That’s why the stock market thing rings true with me. Cause I remember a very famous case study about that, about how the fake money stock market versus, you know, real cause you go from logic to emotion overnight when it’s your own money. Right, and that’s a whole different mindset, a whole different set of actions.

So one more question then about how the program works then what about, okay, so you can either fund it and say, here’s the program and here’s funding you. Won’t just give it to them for practice, but will you give it to them if they fund it? So let’s say they have a discretionary fund of 5 – 10 thousand dollars.

Luke: Oh, sure. Yeah. I mean, that would be

JC: ..and put it into the program and then.

Luke: Yeah absolutely. 

JC: Okay. That’s really cool.

Luke: Yeah so let’s actually talk about the program, cause I’ve mentioned participatory budgeting, and we’ve mentioned the program, but we haven’t explained how it actually works to the listeners. And because if I’m a listener right now, I’m actually still somewhat skeptical. Like okay how do you actually teach kids how to have financial literacy? If you just give them money? Well, we don’t just give them money and walk away and say, you know, good luck, Chuck. Here’s some money, figure it out. There’s actually five steps in the program or five phases.

Phase one is planning. The kids come together. They establish a theme. Is it about school safety? Is it about the school environment? Is it about a better educational experience? Is it about recovering from COVID? They determine who’s involved. Do we want just the kids involved? Do we want teachers involved? If we want teachers involved, can teachers submit ideas, but not vote? Or do we want teachers part of the voting process because they’re part of the school? Most of the time, it’s just for the kids. Some schools that have more experience with PV actually include the teachers. And that’s a choice that the kids make. And you’ll notice that there’s this recurring thing.

We’re not making the choice for the kids, but we are supporting them in the choice they make. The next phase, once the planning is done, by the way, planning includes procuring the budget, right?

JC: Got it.

Luke: The next phase is ideation. And now you’re roping in design thinking, what are the problems we’re trying to solve?

How could we solve them? How might we solve them? We create proposals. Those ideas for proposals are moved into refinement. Refinement is taking an idea and putting a budget against it. What’s needed to make this work. So if the kids say. We want a 3d printer? Then our response is to say, okay, well, how much does it cost? And did you include supplies?

If the kids say we want more feminine care products in the bathroom, we say, okay, well, what do you need? What’s the line item? And what’s the budget. Is that an operating expense or a capital expense?

JC: Is it like a vendo that’s gonna come and refill it? You know, how much do they cost? Yeah. All of those things.

Luke: Right. So then, and we’re doing a program right now at Heagle elementary school in Madison, Wisconsin. And it’s really sweet because we’re doing a fifth-grade classroom. And, you know, the first idea they had was let’s get a new baseball field, but their budget was $500. So, you know, now you go through like, it’s not quite feasible, right?

But the other part of this that we start to analyze with the kids as we start to rope in civics and civic engagement. And we asked them not just the finances, but who benefited, who is impacted by this idea.

JC: Is that part of phase three or is that phase two still?

Luke: That’s part of Phase three in refinement.

So phase one is planning. Phase two is ideation. Phase three is refinement and refinement is starting to say, is this a good idea for everyone in the school or does this only impact a subset of the school? And then is that subset like affluent kids who don’t need help. Right? We want to really have them talk about that.

Eventually, a ballot is created, like these are the ideas we’re going to take to a vote. The kids vote. The vote is ratified and

JC: That’s phase four, voting?

Luke: That phase four is voting. Thank you for keeping track and then phase five is implementation. Where we, again, go back to the kids and say, great, you picked the…

JC: Let’s talk about the voting though. This part, I think is where a lot of people are going, “Okay, well maybe this is where it breaks down because here’s the question. So the children vote on it. Is it just the fifth-grade class? Is it the whole school? Even though the fifth-grade class was the one that was, uh, doing phase one through, through three, you know, so who votes and then is there a threshold where the vote has to peak over a certain percentage in order to be passed?

So is there multiple things that are voting, are they voting on multiple options? Like walk us through that. Cause this is..

Luke: Yeah, I’m glad you’re digging into this. Um, so the, the people who are included in the voting are established in the planning phase. So, in example, in Heagle elementary, it was decided by all parties and ratified and approved by the school that it would be just the fifth graders in their classrooms.

So there are three classrooms, there are three PV programs and they’re individually doing it for their class. Most of the time, it’s the entire school involved. But again, these are the choices we want people, the kids to make, because it gives us a chance to talk about democracy, you know, representational democracy versus direct democracy who should vote, how they should be engaged.

These are all conversations to have. We don’t have to have the rules, but we want to have that conversation. The next question is what’s the degree of participation that would be required to consider a valid vote. Again, we let the kids talk about that. We typically advocate for half or more of the target to be involved. So if it’s a single classroom and there are 30 kids, we want at least 16 kids who voted if, and that’s actually the easiest part because by now the kids are realizing that there’s real money involved. So we normally see, yeah, we normally see participation rates above 80%. So the idea is what are they voting on?

What we advocate is that there are between three and nine choices on the ballot. Again, to illustrate a couple of things. One is, you know, in marketing, especially in marketing. If you ask the marketing team to spend an infinite budget, they’d actually spend more than infinite.

JC: infinite plus one

Luke: infinity plus one, because, because, because there’s no limit as a human imagination, our imagination is unbounded, but our budgets are bounded. And we want to have that opportunity to really illustrate that you’re going to have more ideas than you can fund and that’s okay. 

JC: But then what have you seen as far as the feedback, you know, let’s say you have nine things on the ballot, right?

And let’s say you get a fairly, even split what’s going to end up happening is the one that has the most really effectively maybe only has, you know, 10% of the vote. So the thing that gets passed. 90% of the people don’t like it.

And this happens on a real political spectrum already. Right? This happens all the time.

So I guess my question is, do you let it ride and just say, Hey, that’s life and you should get used to that. Cause that’s how it is when you get out of, out of school or do you have like a safety kicker there that says, okay, well, these other ones were voted down the most. So we’re going to now have the top three to be revolted on, which also can happen.

We have elections that are like that too. Right? Where I forget what was the term it’s when you can have both parties..

Luke: You ranked-choice voting, you have.

JC: Yeah ranked-choice voting.

Luke: You have ranked-choice voting, you can have runoffs..

JC: Run-offs, that’s what it was. It was run-offs. So how do you have the system set up?

Do you let them decide?

Luke: We let them decide, but curiously, what you usually see is the top two items are very clearly the winners, like in this process and you’re a father, right? So let’s, let’s think about not making it perfect. And what I, what I sometimes think about my job as a father is how do I create a failure experience that won’t permanently damage my kids. So, you know, do I want them and keep in mind that there are times where we feel in my own company, a little cringy about what the kids are choosing. Cause we’re like, oh, I don’t think that’s going to work out. I don’t think that’s a really, oh, they voted for that?

And then you’re like, okay, we’re going to let them do it. Because during the implementation phase, there’s actually a part of the implementation that’s super important. We do what’s called a retrospective. We bring the kids together and then we ask them, now that you did it, how did it work? 

JC: That I like that breakdown, that critical thought process after the fact. And, you know, it’s a lesson learned whether it’s a good one or a bad one.

Luke: Yeah. It’s either way a lesson learned. And I tell my kids, we joke about it. Like one of the famous stories in our household is, uh, when Vibrams those, those kinds of socks shoes came out. I thought, oh, these are really cool.

Right? So I spent like a hundred bucks and got a pair of Vibrams I’ve worn them for a week and hated it and threw them out. And it was like, everyone’s laughing like dad, you wasted a hundred bucks. And I did, I totally did. But how did I know? Unless I got them if I really wanted them because I bought into the marketing and it sounded great, but in reality, it was just not something I wanted.

And if that happens to an adult, right? If you really think that you’ve wanted something and you’ve researched it and you’re not clear about, then I’d like to have that opportunity in school for my kids so they can experience that. And then maybe they go into the workforce. Maybe they go into their young adult moving into an adult life.

Just a little bit more prepared.

JC: Well and I mean, anything more than I think where they are now is always, is always good. And, you know, I wish they had taught me how to balance a checkbook and, and taught me about credit in high school because, you know, they, they didn’t do that with us, you know, at least not when I was in school.

So, you know, you kind of just get thrown into it, kind of thing. Anything more than the standard, I think is good. Let me ask you a question here. So, you know, the podcast being, of course The Future of BizTech, there are two, two questions I want to ask you, the first is I want to know where you see your industry.

Now. I don’t know if you have any competitors or whatnot, and we don’t, it’s not about talking about them as much as do you see more companies as an industry that are going to come up like yours, because do you see this catching on, um, this style of business that you’re doing here? And then the second question after that is.

You know, give our listeners a little bit of a preview as to maybe what’s coming down the pipeline for FirstRoot. So future of the industry, and then the future of your company.

Luke: So you actually asked what jumped into my mind was the, let’s talk about the industry in two dimensions, because I think one question you asked was the structure of the business.

I do believe that capitalism as cancer is starting to die out this notion of consumptive capitalism of infinite growth. I think that that’s starting to change. I think we’re starting to realize and truly embrace the idea that the planet has limited resources. And we cannot simply structure our businesses in the idea of an infinite supply of resources.

So I think what you’re seeing macroeconomically is movements toward things like, circular economies or doughnut economies,  awareness of what happens when we produce plastic and now we’ve got to deal with the result and I’m not saying, you know, we can live without plastic. Like that’s not going to happen to our society, but we can change our relationship to plastic and understand how we recycle it, how we manufacture it, how we structure that world to be more effective.

I think that that is a tsunami of a trend. And so from a structure of business standpoint, I do believe you’re going to see more businesses aligned around benefit corporations and more investments that people make around social investments or social impact investing.

For my particular field of increasing financial literacy and creating positive civic engagement, I think it’s an absolute imperative that we solve this problem. If you look at the deeper research, we find that the more unequal society is, the worse it performs on every dimension of health and social outcomes. And this is profound JC so again, get ready for another gut punch. The US is the world’s most unequal society economically.

And we also perform the worst on every known health and social dimension. We have the highest rate of obesity, the highest rate of incarceration, the highest rate of homicide, the highest rate of addictions, the worst infant mortality rate of Westernized and advanced democracies, the lowest longevity of westernized democracies, the lowest level of trust between citizens within the country because of the degree of unfairness that exists and the greatest levels of the wealth gap between the poorest and the richest.

And people look at that and they’re like, oh, Luke, you don’t understand. You know, it just means that someone has more money than others. What they don’t realize is that these gaps are affecting rich people as much as poor people. So rich people respond to this problem by creating gated communities, which increases distrust. We respond to this because rich people just get better drugs. They get addicted to better stuff. So, you know, it’s really, it’s really profound. So I think that and then the second part of this is the civics, right?

We, we now have, there was recent research published by Tufts University called “The Republic is at risk. 24% of millennials think it’s a bad idea to run the country as a democracy. 

JC: Interesting. So I read somewhere that the most efficient form of government is actually a dictatorship. However, the issue is that people who are attracted to being dictators are typically homicidal maniacs. So that’s the downside.

Luke: Yeah. So, so, right. 

JC: They’re usually really bad decisions when one person’s making them so.

Luke: And so what happens is, we’ve created a belief system in our kids through their lived experience, that democracy doesn’t work for them.

But if we go through participatory budgeting, they learn financial literacy and they learn that democracy can work. And so in this larger industry of creating financial literacy, I think what’s going to happen is the way that banks typically work, it’s going to die out because banks are designed to, they teach financial literacy because by law they have to, right?

There’s the community reinvestment act. I mean, they’re not, they’re not actually genuinely most motivated to help people become financially literate. So I think that there’s this new breed of companies that are genuinely trying to promote financial literacy through this notion of a different kind of society structure, like the conscious capitalism of a circular economy.

And I’m starting to see that people are realizing that civic engagement matters. And we do need people being engaged and being involved. And so I think that those are macroeconomic trends in our industry.

Now specific competitors to FirstRoot? There aren’t any, because we’re so novel and so disruptive.

You do see participatory budgeting programs in business. That was my last company. Did that. You do see a couple of companies have participatory budgeting, software and programs for cities and communities, but there’s nothing that’s specifically targeted towards schools. 

And I think that part of the reason is that no one wants to deal with the additional burden of serving students, meaning they don’t want to be compliant with the legal standards that are required. COPA the children’s online privacy protection act. FIRPA GDPR CCPA. Like there’s an alphabet soup of regulations that are required to be successful in schools. And I’m embracing those.

We, at FirstRoot, we are embracing those so that we can be a trusted brand and serve students in a trusted way. 

JC: And so what’s coming next for the first year. What are some, you know, my audience really likes to have the inside scoop. So what are some new features or product services you guys are, are teeing up here?

Um, it’ll be about a couple months before this even airs before this recording. So what’s, what’s coming down the pipeline.

Luke: Well, I’m not gonna use a time-based analysis. I’m going to tell you a vector and I, and I want you to imagine with me, I want you to imagine the following and I’ll use the, I’ll use my kid’s current high school, uh, because I can speak to the numbers that were in California.

You know, a little bit about California, you know, we’re in the Fremont high school district. So, uh, here we go.

If I walk up to a classroom of 25 kids and they give each of them 10, $10, Right. They have $250 and they can learn PB, learn civics and do something in their classroom. And that’s useful. It’s not very impactful, but it’s educationally useful.

If I go to Fremont high school where a couple of my kids go right now, there are about 2,300 kids. So let’s round down and say, we gave every kid 10 bucks. That’s interesting. Right? That’s $20,000, but let’s even scale it down a little bit more. Let’s just say it’s $10,000  to the kids and the high school, those kids can do something meaningful with $10,000.

Agreed. Okay. Now there are seven high schools in the school district. If those high schools could band together, they would have $70,000 at their disposal for shared initiatives. There are 3,200 high schools in California. That’s $30 million available to the kids. What could the kids do? If all of them had the right software infrastructure to cross collaborate on the biggest problems those kids want to tackle and let’s just keep going.

JC: I’ve got, like that’s really cool

Luke: Yeah. There are 98,000. We’ll round up to a hundred thousand K through 12 schools in America, let’s give each of them $10,000 and let’s give each of them the opportunity to collaborate. I have put a hundred billion dollars in the hands of kids. I have no idea what they would do, but I’m pretty sure it’s going to be awesome.

JC: Well, I think that’s really cool cause based on what you’re saying is this software can then now talk to other schools that have the same software. And then if they choose to be collaborative, they can come together for more top-down policies rather than just the individual ones, which I think is great.

So let me ask you a question here. So for, well, actually first, first off, thank you so much for coming on the podcast. I mean, this was incredibly interesting to me, obviously being a father. Um, this is something, I mean, honestly, I’ll probably reach out to you after this and see if I can hook you up with my daughter’s high school and..

Luke: And we want that everyone on this podcast should, uh, oh, there’s one more thing I’m going to add JC before your question is.

Because we’re a social benefit corporation. And because we know, especially for low-income people, that they don’t have the chance to talk about money in a healthy way. They may not know-how. So the family edition of our platform is free. And when, I mean, family edition, uh, try this with your daughter.

If you don’t already, you probably do a form of participatory budgeting without realizing it. With my kids. We plan our family vacations, you know, mom and dad set the budget, but then we engage the kids on the conversation. When we’re doing charitable donations, mom and dad set the budget and then we engage the kids on what charities they want to give to.

And why, when we do home improvements, we set the budget, we engage the kids in what that could be. So we believe that this notion of participatory budgeting when extended from the school into the family, creates a healthier family. 

JC: That I like. See, that’s really cool. I like that family idea for it.

So let me ask you this. So how can people reach you or this, why don’t you give the information of the website first so that people know that. And then if people want to reach out to you specifically for partnerships or if there are schools listening or whatnot. So tell us about how to go reach the company itself and then how people can reach you.

Luke: Yeah, it’s super easy. We’re www.FirstRoot.co, and my email address is Luke.Hohmann@Firstroot.co. You can also get me on LinkedIn. I’ve been doing PD programs in businesses and cities around the world. So I am easily found on LinkedIn and easily found on social media.

JC: Awesome, Luke thank you so much for being on the show. I’m going to definitely talk to you after this here. Cause I wanna see if we can get into my daughter’s school and, uh, again, thank you so much for your time. We’ll talk soon.

Luke: Thank you, JC. Thank you everyone.

infinityadminEpi 32: Democratic Financial Decision Making in Schools – Luke Hohmann Founder & CEO of FirstRoot
Ep31-RyanGeorge-Docupace.jpg

Epi 31: Grow Your Productivity & Profitability with Automation – Ryan George, CMO of Docupace

Learn More about Docupace at: https://www.docupace.com/ 

Find Ryan George on LinkedIn here: https://www.linkedin.com/in/rageorge/

JC: Welcome everybody to another episode of The Future of Biz Tech. I’m your host JC Granger, I have with me here, Ryan George, the CMO of Docupace. Ryan, thank you so much for coming on the show. Why don’t you tell the audience a little bit about yourself and what it is that you do?

Ryan: Sure JC. So first of all, I’m very, very happy to be here, happy to have this conversation. One of the things I love most about my job is I get to talk to people about what we do here at Docupace. And being able to be that ambassador and that evangelist. So these conversations are very exciting for me, so I work for a company called Docupase. Docupase is based in LA, Los Angeles, California.

We are a solutions provider that’s focused on digitizing and automating operations in the financial advice industry. So that sounds really great, but basically it’s, it’s a cloud-based platform that allows us to automate and empower people to reduce back-office expenses, improve efficiency, and strengthen their recruiting of new advisors and clients as well as enhancing the advisor-client experience. So we’ve been in business since the early 2000s. So in the FinTech space, we are a grandpa, but we have been innovating ourselves and are much different today than we had been in years past.

JC: Well, for one, I love software that deals in finance for one, because I think that that’s one of those industries that has so many complications and so many moving parts that any time you can streamline, that is always something that I like to see. I mean, we work with a lot of clients in that space too, so that’s pretty cool. Well, let me ask you a question or what does this look like? You know, to the user, like, for example, is this something you sell to banks or are you selling it to financial advisors? Like these individual people, I mean, who really gets the most use out of your software? And then what does that do? To help them in their regular daily process?

Ryan: Sure. That’s a great question. So we broadly deal with enterprise clients, meaning larger businesses. So we have, historically, we haven’t sold directly to financial advisors as much as we’ve sold to institutions like independent broker-dealers, large RA firms, banks in the bank, channel insurance, broker-dealers, in those like those who have a need, they have complex processes in lots of different hands in the pot and so they need to sort of streamline and automate that process.

We are expanding as always. So looking to expand into different markets specifically, right now, we’re working on a sort of more streamlined solution that can work with smaller firms, like in the RNA space that there’s, you know, RAs that have 250 clients or so that, you know, they’re opening accounts on a general basis.

So that’s who we sell to. So you know, in marketing terms, we call it the B2B space, but I don’t love being branded as such. I feel like marketers are just marketers. And so that’s where we are and just to give you sort of an idea of our scope –  so last year in 2020, so COVID year, we had processed 11 million work items through our system. Opened to over a million accounts, new client accounts in our system to process 25 million electronic documents delivered through our system, as well as, you know, one of the things that’s most impactful for us is by, based on our calculations, we saved our clients 380,000 minutes of time that they would spend processing paperwork and they had, they not been using a solution like that.

JC: So this solution really helps with getting through that paper process a lot faster than and, you know, daily time, you know, saved and whatnot, which I imagine is obviously probably even more, you know, useful during, with this big boom in refinancing and home buying and whatnot. I mean, because the interest rates are so low, is that something you’re seeing like an uptake in people buying us because of that?

Ryan: Sure and not specifically in the mortgage space, but in the investment space. So, you know, believe it or not, the market had one of the best years that it’s had in the past couple of decades and this past year during one of the worst pandemic in a century. And so that’s where we’re specifically in the investment space and there are lots of – there are trust accounts, there are investment accounts, there are joint accounts with your husband or wife or other spouse.

And so that’s where we, where we squarely sit in. One of the things that I think has really been beneficial for our clients is we help bundle the paperwork. So there’s, you know, as you can imagine in a highly regulated space, There you need to have specific forms and specific disclosures that go with the types of products that are being sold, as well as making sure that the advisor selling them to the client, did that it’s appropriate.

Then the advisor has the license to sell with it, all those things. Well, we help streamline those processes to make sure all the checks are in place. All that the checks and balances are in place to make sure that the client is getting the right product for them. And then their account is being opened effectively and quickly.

JC: So, how do you guys prioritize the new features that you come out with? You know, I mean, there’s obviously a big wishlist. You also probably have feedback from clients. How does Docupace decide which things get worked on and what kind of maybe new features are coming out soon to help with all these things?

Ryan: Sure. So I think we have three different levels and I think that that’s a good place to start. So one is we have to decide our space and decide, okay, so what space are we in today? How are we performing in that space? Like for instance, automation, are we automating effectively as we should?

And are we, do we need to make product improvements there? Are we deploying effectively as you know, are we not having any severities or any outages in our systems. And that’s one where that the product is constantly looking to make improvement. Then from a strategic standpoint, one of we’re also looking at, okay, so where is the business heading? So industry heading. And what were the people need in order to effectively serve, uh, the run an operation in that space?

And so like for instance, looking at reporting, we’ll want to make sure that we have the best reporting capabilities possible, because we all know that data either they’re going to be the death knell or the tremendous opportunity among any type of technology company that’s digital moving forward.

And so that that’s another space. And then we also have client feedback, right? So we have constant round tables. We have an advisory council of our clients. That’s, you know, executive leadership among our clients that helps us guide making sure that we’re on the right path.

JC: So let’s talk about reporting because I’m a marketing guy like you, right? And so reporting is, is everything to me with your system, does it allow, is it kind of like a drag and drop thing, you know, where they can customize reports? Do you guys already kind of decide what kind of reports? Like what kind of freedom do the users of this have when it comes to the types of reports that they’re trying to run?

Ryan: So the system that we.. so we’re overhauling the system and it will be deployed later this year and there’ll be two-fold. One would be sort of the standardized reporting because sometimes people just don’t exactly know what’s best practice or know where to look. And we would definitely, you know, be able to provide that standard report.

And then there are customized reports. There are certain people that want to measure themselves against peers, measure themselves against, um, you know, other different areas within the operation. So that would be something else that’s a customized report as well. So it’s a twofold approach.

I wouldn’t necessarily think we’ll ever get to, um, because of the complexity of the systems, I don’t think we’ll ever get to where it’s specific, like checking box or drag and dropping. But I do think we would be able to create a level of highly level version of customized reporting, based on the systems that we’re working on putting in place.

JC: So let’s talk marketing a little bit here. So you’re the CMO and this is your whole bag, right? As far as that’s your job to make sure that the more people know about Docubase and other than doing, you know, podcasts like this and whatnot, what is Docupace doing from a digital standpoint to get the word out?

I mean, you know, what kind of verticals are you personally, you know, attacking. What kind of advice could you give to the audience? You know, as far as, you know, things you’ve seen work, you know, cause not all software are created equal, but you know, when you’re in that space, you know, it can be difficult to finding a good path.

Ryan: Well, sure. I mean, I think in PR conversations like this are generally incredibly important for us because, you know, I still believe in whether it’s B2B, B2C or B2B, whomever, you know, human selling to humans and humans, communicating with humans is really where businesses find their growth. And I think from a digital strategy you know, it really centers around content. So are we providing information that’s useful to our audience, whether they’re a customer of ours or not, are we presenting ourselves and the expertise we have in the space in a way that allows people to be, to feel like we are somebody who A, knows and understands the needs of their business, B has solutions and strategies that can help overcome those challenges and then C, are we knowledgeable and trustworthy in order to help that someday they want to partner with us. Because of the, like I said, we basically wrap ourselves around somebody’s entire operation. Our clients don’t generally come and go. So once they have our occupants platform installed, they tend to be fairly sticky.

So part of what my job is to do is to make sure that we are not only helping inform our clients but helping them innovate themselves and push themselves forward. And so that’s what I would say is sort of the veins, the blood that runs through our marketing strategy. And in addition, we have, you know, all the high-performing tools like we have, we use Pardot for emails.

We use Demandbase for ABM strategy. We have other content syndication with other partners, like integrate on B2B. So we’re leveraging all those like sort of lead gen operations, as well as, you know, the, the standard sort of emails, social and other platforms like that.

JC: Very cool. Very cool. You know, being the podcast, The Future of BizTech, right?

We’re going to start to talk a little bit about what’s coming down the pipeline. So my first question for you is, you know, where do you see the industry as a whole, like so FinTech obviously is advancing. Very fast-paced. You know, I think the only one that keeps up or sometimes surpasses now, and then it’s like MarTech, right? Marketing technology. So in the FinTech world that you’re in, where do you see this in five years, for example. And specifically when I ask this question, I’m kind of leaning towards the integration of AI and also on how that has an issue with regulation, right? Where you see those two sometimes start to battle, where do you see this, the FinTech industry being in five years and any big revelations that pop in your head?

Ryan: Sure. So I think there are four things that I think are really worth keeping an eye on. One of them is regulation. So often in the FinTech space regulation, where it is a headwind for a lot of businesses, it actually is an opportunity for FinTech because they’re often creating user regulation, best interest, which the sec came out with last year that created opportunity for Docubase to create a client delivery system that meets with those requirements.

And it becomes a sales and growth opportunity for us, but there’s also a lot of items that are still sort of unaddressed here in the United States. Like GDPR is not something that has been widely adopted across the United States. You know, we’ve seen what cybersecurity threats. So I think how that’s regulated and really banding together.

I think that’s a huge pillar of what’s going to drive both innovations inside FinTech as well as POBS is possible to be some headwinds for growth as driving up maybe operational costs of these businesses to align with new regulations. So I think regulation is one. I think another one is consolidation.

So similar to what you said about MarTech actually saw a Michael Kitsis is a financial blogger and financial advisor talking about that. There was more than 5,000, in the MarTech map, there are now more than 5,000 companies that are sort of in that landscape. And that’s just crazy to me. And that’s just, so again, I think that that’s in FinTech, we, while we’re not at 5,000, I do think we have a sort of, not a saturated market where there’s a lot of players that could actually combine together can actually provide a better service and a better technology to, um, to the marketplace. And you’re already seeing that yesterday there was a big announcement. InvestCloud bought a company called Navicent.

Naviplan – sorry, it was owned by Advicent. And that consolidation is happening all over the place so there’s almost a merger or acquisition announced every day. So that veteran I think, is here to stay and that will be, you know, something that’s important going forward. I think the third one is data.

Everything you talked about, AI and data, I mean, There’s so much data. And I think people at the point now where they’re A – have realized that they have a lot of data on their hands, B – don’t really know what it means and what’s in it. And C – haven’t figured out exactly how to leverage it, to make people’s businesses better or provide better service.

So I think getting your hands around data, making sure that you have it, the right privacy plot policies and paced place, that you have the ability to analyze that data and actually become a consultant on your customer’s business. I think is a huge part of what FinTech can be. And then the last one really can impact Docupace and this, we call it let’s sort of the back office revolution.

So a lot of the financial technologies have been very retail, consumer-faced. So they’ve been focused on sort of, at least in financial advice. They’ve been focused on what can the financial advisor put in front of the client, what shiny object that looks cool. And while that’s great, we’ve sort of had ignored what you will.

We talked about the beginning of this conversation, which is the back office. So operations, making sure that you’re running your business efficiently. And I think that’s something that you’re starting to see much more increased because the next dollar that can be invested is actually showing a better ROI in the back office than it is in the front office, because of just the sort of being ignored for so long.

Sorry. That was a long-winded.

JC: No, it’s a great answer. But now let’s pivot to Docupace specifically. So you know, this podcast is probably a couple months cued out, so, you know, when they hear it, you know, it’d be a couple months from now.

Do you have any features coming out right now that, or, or soon that, uh, that the audience could look forward to by the time they hear this, you know, or something that you have, you know, six months or a year plan, as far as you know, where Docupace specifically is gonna be going feature-wise?

Ryan: Sure. In terms of consolidation, I think. We are highly active in the acquisition market. And I think that’s something that we will continue to be in sort of helping round out that back-office capability. So we are looking to deploy a new backend architecture. That’s actually going to make us a little bit more nimble in terms of getting into the RA space.

Like, as you mentioned earlier, and the reporting, I think is a big part of what we’re doing..

JC: For the audience. What is RA?

Ryan: Sorry I keep talking in jargon. I apologize. I hate jargon. I just keep using it. It’s a registered investment advisor, so that’s a legal entity, but the registered investment advisors, what I would call an independent advisor.

So somebody who doesn’t have Merrill Lynch on the door, they have JC Granger on the door. Well, in that’s the type of, and that’s actually where the biggest growth opportunity in the business lies today. So I think functionality deployment in overall increases to our cloud or UX and UI, I think is something that, you know, will we continue to work on throughout the year

JC: And what brought you to Docupace specifically? I mean, uh, did you, were you one of the original people and then you were always CMO or did you come in after the fact? Like what, what brought you in?

Ryan: Sure. So last year, just about this, uh, in April of last year, Docupase was purchased by a company called FTV capital.

And when they made the acquisition, they installed a gentleman named David Knoch, who is our CEO. As the new CEO to the business. And I had worked for David for about 10 years prior to that, a company called First Global that was acquired in 2019. And so I just, he got hired and decided he needed, he was looking to increase some of the marketing capacity of Docupace.

And so here I am. So, you know, one of the things that’s interesting for me as a CMO is when you take these roles, you always think about, okay, so what does the market say about the role? And so I’m well aware of CML being the shortest tenure role in the C-suite. And what I’ve, you know, was leading into was thinking, okay, the number one contributing factor of success with the CMOs is often, well, how much do they get along with the CEO?

And so that’s one of the good things, but benefits that I have here at Docubase is having a good, strong relationship with our CEO and understanding what he’s looking to do, what the vision for the company is and how I can help impact that.

JC: Well, it’s an, I like that answer because that’s going to parlay into my next question, which is, you know, what advice would you give to the audience based on your experience and specifically if I might, because you’re talking about this relationship base, you know, with the CEO and whatnot, but what kind of advice would you give, whether it be, you know, just from your, from your Sage wisdom of your years doing this and in the position that you’re at right now.

Ryan: Sure. You know, one of the things that I think, you know, I’m sure you’re the same way is we’re high charging people we’re really invested in our careers. And I think. Somebody told me once that it’s important to have an identity that is deeper than the conversation up today, meaning all the stuff that you’re doing today, whether it’s business success, whether it’s his podcast, whether it’s speaking on an event, what have you, whether it’s getting promotion, the identity that you need to keep inside at home and with your family, with your friends, needs to be deeper than what is happening today.

And I think that that’s something that I really took to heart because. Too much of my life had probably been spent, you know, buried in work, working on weekends heads down and sort of ignoring the overall pieces of life that I could really be building upon. And I think that’s something that as younger people who I really find are up and coming in the career, I try to remind them of that just because I don’t want them to have the same sort of missed time that I may have had, but everybody has their own path.

Right? So, you know, my path is, could be similar to somebody else’s or it could be different.

JC: I like that answer a lot. And, um, let me ask you a question. If somebody was interested in, in contacting either you personally, uh, for partnership deals or whatnot, or if they wanted to find the company, you know, there’s RAs may be listening right now or bigger investment, uh, you know, what kind of information do you want to give the audience website wise, email wise, whatever.

Ryan: Sure. So they can always reach out to me and my email. So it’s Ryan_George@Docupace.com , but really they can find us on LinkedIn. We have a documents technologies page, as well as our website. Docupace that’s D-O-C-U-P-A-C-E.com in that it has all the information contact things that they would need.

JC: Well, that’s awesome. Ryan, listen, I want to absolutely thank you for being on the show today. I’m a big fan of FinTech. So you kind of got my tail wagging and my ears perked today. So thanks for sharing with everyone. And, well, I know we’ll be talking again soon.

Ryan: Great to speak with you, JC. Bye-bye.

 

infinityadminEpi 31: Grow Your Productivity & Profitability with Automation – Ryan George, CMO of Docupace
Ep30-NatalieStaub-radd.jpg

Epi 30: Leverage Storytelling Using This E-Commerce Software – Natalie Staub, Co-Founder and CMO of radd.

Learn more about radd. at: https://raddcontent.com/

Find Natalie Staub on LinkedIn here: https://www.linkedin.com/in/nataliestaub/

JC: Welcome everybody to another episode of The Future of Biz Tech. I’m your host, JC Granger. I have with me here, the Co-Founder and CMO of radd., Natalie Staub. Natalie, thank you so much for coming on the show. Why don’t you tell the audience a little bit about yourself and what you do?

Natalie: Okay, thank you so much JC, it’s a pleasure to be here. So as you mentioned, I’m Natalie Staub, Co-Founder and CMO of radd. Before joining, rather than starting up radd., I’m a consultant in the field of e-commerce digital marketing and a senior lecturer in the UK, in London, in the field of e-commerce digital social for more than 15 years.

So really been in the industry for a very long time. And yeah, it’s just been an exciting journey.

JC: That’s awesome. So tell us a little bit about rad. What does radd. do? Who do they help? You know, what is it? Tell us about the platform.

Natalie: Okay. So to keep it simple, radd. is an e-commerce software. We boost the power of influencers and customers through embedding their stories, right at the point of purchase. The stories are smart, they’re personalized, and they drive traffic straight to the product page. So I’ll give you a little bit of a background or you are maybe just like me on Instagram, on TikTok. And we see a lot of user-generated content stories, videos created by customers created by influencers, all about the products and the services that they purchase.

And well, we thought to ourselves. This has beautiful social proof that has an immense impact on purchase intention on conversion. Why are we just dumping it? Why are brands just dumping it on social platforms? Why not embedded right at the critical point where consumers are deciding whether I add this item in the shopping basket checkout or not.

So we are placing social proof at the most critical element of the marketing funnel.

JC: That’s really interesting. So for me to visualize this, let’s say I get on an Instagram ad, and I got to tell you, I feel like Instagram, like has me dialed in because I mean, I buy so much stuff from Instagram ads. It’s ridiculous.

I mean, they, they got me down. They know exactly what I want.

Natalie: Yeah. It’s the personalization. Absolutely.

JC: Exactly. So let’s say I swipe up, you know, I go to the page, I’m on my mobile phone and I’m looking at it and it’s talking about that product. So what you’re saying is that when I get to decide, if I want to add that product to my cart, there is a social post there like, you know, maybe so like an influencer said something or posted, but it’s like right there in the description. I’m trying to take a picture.

Natalie: Exactly yeah. So imagine you’re landing on a website and you’re about to make a purchase. Let’s say nike.com, whatever brand it is. What, what do you like to shop online?

JC: So I’m a tech guy, pretty much anything tech nerd. If it’s like, I got this new little Bluetooth speaker, you know, cause it’s smaller and it’s got great sound. I mean, I’m always going to do that. That’s me. 

Natalie: Okay, awesome. Yeah, that makes sense. So I love tech, but I just have a confession. I hope my husband doesn’t watch it, but I love online shopping.

I mean, I can spend hours browsing buying makeup, clothing, shoes, whatever it is, I’m on it. So imagine you’re going to one of your favorite Tech brands and you are reading the product description. Now, instead of going up and looking at YouTube reviews, looking at Instagram father stories, you’ve got it right there at the point of purchase on the product page or even in the shopping basket.

And you can look at the product photography product videography. But there’s nothing more useful than hearing from other customers that are like minded. And to some extent it goes beyond reviews. It goes beyond user generated content. It’s about brands being able to create a social community, brand affinity, customers that love the brand and wants to share the brand experience and be part of the brand story.

JC: So I’m very familiar with them as a marketing guy. You know, this, we were talking before the show I have my own agency for 11 years. Right. So I’m very familiar with influencer marketing and the platforms, you know, that companies can go and, and hire them and whatnot. So I guess my question is this, is your platform, a place where the customer is taking their own content or they hiring an influencer who says, who’s, you know, who’s had the product and did a review for example. And then one, they do that and they submit it. Then they can embed that like an embed code on that page.

Natalie: Exactly. Yup.

JC: Right. So okay. That I love, so let me ask you a question then the followup is this. What kind of increase in conversion rates have you seen as a result? Because I imagine that this is designed to help prevent bounce rates right?

Natalie: Absolutely or cart abandonment, yeah absolutely.

JC: Yeah I mean out of a hundred people that go to that product description. And let’s say typically, let’s see you had a client come in and typically 20 would click to add to cart.

On average, where are you seeing that boost? If it was 20 before they used your platform, what kind of average are you seeing after..

Natalie: Perfect. So with our clients? They had a product page conversion of between 12 to 14%. And once we have embedded the user-generated content, the radd. stories in the product page and the shopping basket, they’ve got a conversion of product page conversion, or between 22 to 24%.

JC: Geez. So you’re, you’re seeing, you’re seeing 10% bumps and conversion just from adding that.

Natalie: Absolutely

JC: That’s amazing and on scale I mean, that’s huge, obviously.

Natalie: It’s huge. And it’s also worthwhile adding something you mentioned about, well, is it customers or is it influencer content that we generate? Our software allows brands to generate both because influencer content and customer content is very powerful, but it plays a slightly different role in purchase decision-making in my nature, I’m a researcher and I’ve carried out and implemented huge amount of research. Qualitative research to identify the role that influencer content and user-generated content created by customers specifically, what impact does it have on interest and conversion?

And what we’ve seen is that influencer content is great at raising awareness because of their mass social following, in addition to creating interests, because they’re very good at creating beautiful content. But then once the customer is further down the marketing funnel, this is where they want to see a little bit more authenticity

And this is where they want to see content created by other customers. And also it heightens the element of social community. I mean, look at this guy who, you know, he’s, he seems really cool and he loves the product. There’s an element of connection and you know what? Everybody wants to connect the bottom line. I want to connect with others. I want to feel a sense of community with both the customers of the brand in addition to the brand itself.

And that is the way that we can play both with customers and influences, but a different aspect. And so how do we play differently within the marketing funnel? Well, the minute that the customer lands on the website, some brands have decided, let me place the influence of content there because influence tend to have a greater element of familiarity or yeah I recognize this influence I’m on the homepage, right? I have the trust in the brand credibility. And now as I’m going further down the marketing funnel and exploring the pages, and I’m looking at particular products, this is where I want to put the customer content and it works really well together.

JC: That’s amazing. So let me ask you this then. I mean, how are you going out and finding the businesses to use your software and what kind of marketing articles are you using? What’s working what didn’t work?

Natalie: Yeah, that’s a very good question. And it depends on your budget and it depends on the stage of the business that you’re at.

So I’d be happy to take it back to basics for anyone out there. Who’s interested in starting on business and identifying the best sales strategy. For us, the key was to work with key clients that have enough industry exposure, expertise, and traction. And we generated four key clients, both in Europe, in the US and the Middle East.

And we worked very well. We still do. We work very closely with them. And at that stage we had no emphasis on further sales because it was about perfectly meeting those client’s needs. So we’re able to continuously develop a product with a perfect market fit. The minute that we got to a good enough stage to be able to now sell the product widely. We found that the best way to do so is through network, through exhibitions, expos, conferences, speaking, and networking. We also have a team of sales individuals whose strategy works through in fact the same mechanism. So putting customers in tends to be the best way. I mean, I know that so many people also sitting down on LinkedIn and reaching out, and this is really very time consuming and quite ineffective.

So exhausting your personal circles, your network is key.

JC: And that’s good advice, but let me ask you this. I mean, with COVID, I mean, half of the things you listed have not existed last year and a half. 

Natalie: Absolutely

JC: So how did you pivot? How did you go from, from attracting new clients and customers through those, you know, those things you talked about, you know, the in-person conferences, how did you pivot? What did you do?

Natalie: Look, the truth is we have been able to engage with a lot more meetings, conferences and expos online. So, right on the other hand, where I had to travel an hour down the tube to meet someone in central London, and that would take half a day, I can now quickly jump online, half an hour done, and I can have a higher turn over of calls.

Most of the conferences and the expos still took place online, but you’ve got to remember that because of COVID, the sale cycle is a lot shorter rather than just stand, I mean, they always knew, but now with greater pressure that the time is now for e-commerce and if I don’t step up and really push the customer experience, then I’m going to miss out.

And so, we found that brands are a lot more open to starting and trialing new software, especially where we’re able to bring the numbers through our core collaborators and partners that we’ve been working with for the last year and a half, two years.

JC: So, let me ask you a question, how does your pricing work? And you don’t have to give pricing now just cause, you know, depending when someone listens to the podcast could be outdated, but you know, is it a sales process? If someone, you know, heard about you and went to the website, can they just sign up right away? Do they have to talk to someone because it’s more customized?

Just, you know, what does that experience look like? If somebody wants to actually use and purchase your software or subscription?

Natalie: Okay. So within the next couple of weeks, we are launching a Shopify app and obviously within Shopify, there’s going to be standardized pricing for specific packages. And so we’ve got a more simplified version of the product, which will work really well for the smaller stores that have less traction and less need for an extensive product range and then smaller budgets as well of course.

And then we’ve also got a more complex product that fits well, the larger stores that have the need for it. And of course, the capabilities of paying more to be able to support the service that they require. So feel free to check us out on Shopify once we’re live in a couple of weeks and yeah.

And have a look at the pricing range. Of course, with the larger clients, it does recall for us to chat and to talk about what functionalities are you looking for? What level of implementation are you really desiring? And for that, we were able to tailor suit the right package for the needs of the client.

JC: Well, that’s great. And obviously for anyone listening, we’re actually recording this by a couple of months before it even comes out. So by the time we would already go see it.

Natalie: Uh hmm, it should be there, and it should be thriving. Exactly. 

JC: So let me ask you a question here about the future of your industry. So where do you see you know, platforms that offer, you know, influencer marketing style things, you know, you guys have a different take on it. Yours goes mostly with e-commerce, but just where do you see the influencer marketing platform and software industry being in, you know, five years or so?

I mean, where do you see that future?

Natalie: Yeah. Perfect question. Look, we’ve been talking about influencer marketing, nearly four decades. You know, the whole element of the macro influencers, then the importance of the micro influencers. Now the emphasis is on the nano influencers because brands are seeking influencers that have greater element of authenticity. We know the larger influences will customers recognize them to be heavily monetized and therefore their element of authenticity or credibility is diminished to some extent. The nano influencers have got very high, usually engagement rate with their followings, they’ve got a more niche mark, and then they’re able to really gain the trust of their followers.

And that’s what brands are after then to answer your question, what we are hundred percent believe will happen is the diminish of influencer marketing, where the power will go back to the people. Where every person is going to be unenthusiastic and content creation, content sharing, and everyone will be an influencer to some extent.

So we will probably have less differentiation or distinguishing between customers and influencers. It’s going to be content creators, and that’s going to be the mass. And you can realize that, you know, a 13 year old, a 15, 16 year old girl creating a TikTok, sharing it. Right. I mean, it’s going to be second nature. Everyone’s going to be you know, capturing sharing and that’s going to be instant. And so I think there’s going to be less space for influencers. Of course, we always want to have opinion leaders. We always want to have experts. We always want to have fewer number of people that we can look up to.

We’re able to then save information and it helps us save time, but it’s going to be in different mechanisms that we know it now.

JC: So I liked that too. The, you know, information leaders and thought leaders. So knowing though that, or these believing that in the next step, five-year mark, that it’s going to be more granular, right.? As far as influence goes. So then what are you guys doing about that? Right. My audience..

Natalie: We’re in it. We’re really JC..

JC: Hold on but specifically because again, The Future of BizTech, right? My audience wants to hear the scoop before it happens. So let me ask you a very specific question here, because what you’re talking about, essentially, it becomes from a software standpoint, right? What it means is that you could have people with far less followings, right?

Let’s say a thousand or 2 thousand, right? Those nano influencers signing on to some platform, maybe it’s yours in the future. Maybe you guys might not do it now, but you might have some sort of thing in the future..

Natalie: We’ve done it, we’ve done it yeah..

JC: Great so then how does that, like, what does that look like? To, you know, how does, does a nano influencer, you know, uh, is it the same model? Do companies head hunt them or do they go and they search for projects and they, you know, and then what’s the pay. Like, you know, they’re making $10 for a post 20, is it a different strategy where you say, hey, don’t post the link, just talk about it. You know what I mean? Like, you know, where do you guys doing to realize and capture where you see it going?

Natalie: Perfect. So we’re already doing it because we’ve already seen that shift from the brands. And this is what the brands have already been demanding. This is where the market is already heading. Look, brands have a major pain point with dealing with influences. The big pain point is we never have enough resources, financial resources to pay, to negotiate, to deal with the agents, to tell them what type of content we look for, then to gather this content then to sit it on our social platforms.

JC: That’s very structured. It’s very rigid and it.

Natalie: Very structured, very rigid and it’s extremely time consuming. It’s very resource intensive. And even the biggest brands that we’re working with always have a pain point of resourcing this process. And they always said, you know, if our content is content. If I can show a customer applying this, this foundation to show how this foundation is, looks like on somebody within a certain complexion.

If I can show a customer putting on a red lipstick, I don’t care where this content comes from, get me this content. I just need content and content can come from anyone. And so our software is open for content uploads from influencers and brands can search up influencers with the right fit for them. In addition to requesting content post-purchase, “guys did  you like the purchase? Would you like to share your story and be part of the brand?”

JC: Yeah I like the follow-up. That’s good.. like videos of like unboxing it or whatever. Right. 

Natalie: Everything. Absolutely. Everything and what is happening is that customers love the fact that their face and their content is on their favorite web, the favorite brand’s website that they screen grab it, and they share it on social media with great pride.

And that helps drive even more traffic. It makes sense. It makes sense now in terms of incentivization and how do we give rewards for influencers and customers and in the future, we see it as just one body. Well, listen, every brand and it’s very important that we leave it up to the brands, can set the commission that they’d like to pay, or the type of incentives that they’d like to set.

Some of the brands we work for lack to offer food products and both by offering free products, they’re further promoting more content and encouraging more content. Some brands like to give money off for the next purchase. Some brands like to give commission of sales. So there is an element of flick flexibility to work with a brand strategy.

There is also simplicity in it as well, and it, and it works for the different strategies that we’ve been working with across different sectors. 

JC: Now it’s also worth mentioning that this software many are saying, well, I can see it work really well for makeup, really well for cosmetics, beauty, for clothing and the truth is we’re getting so much interest from many sectors. The main differentiating factor are those brands and companies that understand the importance of social strategy, user generated content. That’s when they very quickly understand the value of radd.. So, let me ask you this question then.

If you, if you don’t do it now, is it something you guys are going to consider doing later? What about service companies? Right? What about adopting this, you know, for services, right? We’re influencers can, you know, celebrity, you’ve got things like cameo, for example, right? You’ve got the app cameo where someone can say, Hey to the celebrity or, you know, A-list, B-list, C-list, D-list celebrity, you know, say something nice about my company kind of thing, right? 

It’s just, you know, just, just like a sponsored promotional, whatever, but, and I really liked your follow-up part about it too. So my point is, what about regular people? Not necessarily celebrities. Who could use a service and maybe that company, you know, gives it to them for free for a month or something, they use it. So what about like the service based? Not product-based?

Natalie: Yeah, absolutely. I mean, we call it social influence at the point of experience. Imagine you wanting to go on holiday, see particular hotels, stay at a resort. You’ve got people’s stories, showing their experience. We also have livestream. I forgot to mention that, sorry I got so excited getting into influence.

JC: That’s alright. 

Natalie: Yeah, we do livestream shopping sprees. And this is where an influencer can invite their social followers and say, guys, join me on, let’s say Nike 8:00 PM. Friday night. I want to show you the latest trainers that I’ve got to get, and there is a live chat – the consumers can engage with the influence side creates a very exciting, um, uh, shopping experience.

But of course it also brings in high-quality traffic. They’re able to push promotion throughout the live stream. And by minimizing the screen, they users can shop the site alongside their influencer and engage and talk about the product. So, yeah, it’s awesome

JC: Now that’s really good – the livestream and that’s good because I also know that, you know, the platforms of which that do the livestream they give priority and there are algorithms to showing that at the top of everyone’s newsfeed. So live streams get way more attention just in general. All right.

So you’re obviously a very intelligent woman. You’ve been doing this awhile, you know, your stuff. So let me ask you this with all your experience before and during this particular company, what is the best advice either you’ve been given business advice or the best piece of advice that you can give to the audience?

Natalie: The best advice that I can give to someone who is, well, you know, any business owner, whether it’s a brand, whether it’s someone selling product services or software is to stay humble, to take your ego and opinions out of the equation. Listen and observe because that’s where the answers will come from.

If you take yourself out of the equation, your opinions, your thoughts, your ego plays a big part in decision-making and fighting for certain decisions. You lower yourself and you listen, you listen to what customers want. You watch where the market is going. You’ll be able to continuously provide value.

And that has to be the core of the business. How can I love and serve my customers? How can I continuously give them value beyond their expectations? Don’t ask anything in return. Just give once you’ve given value, you’re able to then. Create a product with a perfect market fit and you’re able to create a success out of it.

JC:  I love that. Thank you so much. And listen, I want to thank you for being on the show here. How can people reach you personally, if they want to reach out for any kind of a high-level deals, how do they reach your company? Yeah. What kind of contact information can you give everyone?

Natalie: Thank you. So if you guys are interested out there, visit us at raddcontent.com. There is an inquiry button there and feel free to send us a message and we’ll get right back to you, and we can set up a demo, a meeting and we can identify the synergy that we can offer your website. And it’s radd. with two DS, correct? Yes. radd. R-A-D-D content.com. And do you ever check your LinkedIn if somebody wanted to reach out to you directly?

Yeah. Yes, of course, absolutely. Find me Natalie Staub on LinkedIn with absolute pleasure.

JC: Wonderful Natalie, thanks again so much for being on the show and I look forward to speaking to you soon.

Natalie: Thank you. Thank you for having me, take care. Bye.

infinityadminEpi 30: Leverage Storytelling Using This E-Commerce Software – Natalie Staub, Co-Founder and CMO of radd.
Ep29-JasonVelasco-Kindato.jpg

Epi 29: How to Use Data to Overcome Obstacles in Business – Jason Velasco, Founder & CEO of Kindato

Learn more about Kindato at: https://kindato.com/

Find Jason Velasco on LinkedIn here: https://www.linkedin.com/in/jsnvelasco/

JC: Welcome everybody to another episode of the future of biz tech. I am your host, JC Granger. I have with me here, the founder and CEO of Kindato, Jason Velasco. Jason, thank you so much for being on the show. Why don’t you tell the audience a little bit about yourself and the company, what you guys do?

Jason: Well, thank you, JC. I really appreciate the opportunity for allowing me to talk with you and looking forward to the conversation. So with Kindato? We are a global technology and advisory practice and we focus on building really through data, right? So we take data and then we figure out the building blocks of that to really gain knowledge and intelligence through that data.

And over that time, we do a lot of advisory work. And we’ll talk a little bit about that, but also at the same time, we also build and have a pretty interesting portfolio of technologies that we’ve built in a very short amount of time. So, but I’d love to take you a little bit on the journey if you don’t mind.

JC: Yeah. Yeah. Let’s see. Let’s hear about the frontrunner of what you guys do. What’s your favorite thing?

Jason: Well, so I come from a practice called electronic discovery. I don’t know if you’ve ever heard of that. It’s sometimes called E-discovery. And what that primarily is, it’s the process for dealing with data collection, processing review of data in a litigation or regulatory requests portfolio.

So that has been my practice area for the last 20 years. And it’s an interesting practice area because it really touches on a lots of different aspects of an organization’s data points. So you work with technology, people, you’re working with lawyers, you’re working with senior levels of management of people.

You’re dealing with people on the ground who are actually using the data. And so that’s the practice area that I’ve been in for the longest time. And my first company that I started was a company called Renew Data, which is one of the early pioneer companies in the electronic discovery space. And in that area, our secret sauce with Renew data was we could process backup tapes and pull data extract, backup tapes, search data without ever having to have an original tape environment or the tape system or all those types of things.

And so very lucky, right place, right time. We ended up processing all the backup tapes for the Enron bankruptcy case. I mean, tens and tens of thousands of backup tapes, petabytes upon petabytes of redundant information. And our job was to take that information, distill it and filter it. And of course it’s part of that journey was really starting to get into how do you actually manage, how do you, how do you manage, categorize, locate, store, index, disparate types of data, especially on structured data. And that really tied into my, one of my original background, which is around data recovery and computer forensics. I actually spent the early part of my career testifying and doing computer investigations and things like that. So it’s been, it’s an interesting journey.

And over that time, um, you know, I’ve done everything from, I was an industry analyst with the e-discovery space, looking at technologies and evaluating it. And then most recently, the last five years I was in-house with and financial services, helping build e-discovery technology infrastructures for Deutsche bank and FINRA.

And  so I had a lot of exposure, both at the provider side, dealing with data, but also in-house trying to actually build and working with those particular systems. And so one of the things as part of that background is I’ve had my hands in lots of different things. I’ve helped build technology. I’ve done product management, I’ve done project management, I’ve done advisory work, and all of those types of things have really gave me the opportunity to really look at things from a much more holistic perspective. And this is really where Kindato came from. And really the company is just a child of the pandemic at the end of the day. And I was looking at what’s going on in the marketplace. What are people really struggling with it? And I think one of the key areas that you’d like to talk about JC is when I was reviewing, some of your podcasts is around innovation.

And to me, innovation is born of crisis. And as we were talking to people and I was trying to figure out what my next steps were going to be, and I knew I wanted to be an entrepreneur again, what I was really trying to struggle with is what’s the need? How are people reacting to it? What are the issues with data?

How are people interacting with data and what are the systems that they’re touching on? I mean, you see the rise of Slack, Teams, Zoom, all of these different disparate data types, data sprawl is all over the place. Right? So what we’ve been trying to do is now try to figure out how to really address that in the marketplace.

JC: So, and what kind of clients do you have right now, or that you’re going after specifically with Kindato, you know, and what would you be doing for them specifically? Like what would that picture look like?

Jason: So we started off as again being Childs of the pandemic, really hanging up our initial sync shingle around, you know, E-discovery information governance.

How do you manage data? Very quickly we started looking at, we were able to bring some clients on, in the academic space, as well as when some financial services clients. And what was interesting is it really wasn’t e-discovery related very much at all. It touched on some of your discovery points, but it really came down to like our academic clients they were struggling with knowledge management. They were dealing with how do we capture all of this internal information that we’ve been gathering for years, decades, right? In terms of both student data, faculty data, administrative data, and then how do we build a culture of knowledge management around that.

And so we’ve been working with them for the last six months and, you know, we’ve continuing to help support them on the advisory side. First and foremost, helping them prop up their own knowledge management program in house, getting them to transition it and bring their own team on board.

And then we slip into an advisory role, but at the same time, starting to build technology workflow behind the scenes to help support that. So that was a very interesting project. We’ve also been working on helping build disaster recovery programs in terms of, you know, clients that, well, how do you actually deal with data redundancy and how do we deal with cybersecurity and, and how do you, you know, cause this is a big issue now.

So how do we prepare for that? And again, our background in data, privacy, data security, data governance really feeds all into those types of things. And one of the more recent things that we’ve done is with all of that background and the fact that we could develop technology. We had a client reach out to us and said, we need help getting shots in the arms.

They are a regional healthcare clinic and they really couldn’t find the right solution to facilitate getting the vaccine out to their population.

JC: Now that’s interesting!

Jason: And so we sat down, we sat down with our technology team. We sat down with the support team. We started looking at, okay, can we build a vaccine management system? Yes, we can, because we have all the platforms.

We know how to build technology. And once we started working with a client, we were actually facilitating getting shots in the arms within three weeks.

JC: See, that’s amazing. And I want to touch more on that actually, because you know, obviously very relevant to the times are going in right now, even though we’re recording this podcast probably a couple of months before it’s going to be available.

You know, we’re still in this for awhile, right? And even, you know, we consider ourselves lucky being in America where, you know, our entire population would probably be vaccinated within the next six months, total, because we’re already about halfway there. But where I think is interesting about your, your technology is in America, we can sometimes have the blinders on. We’re like, all right, our problem solved. Everything’s fine. It’s like, well, no, we’re fine. You still have the whole rest of the world. And there’s a lot of countries that don’t have the same resources we do. They don’t have any of the vaccines out yet.

They’re going to be, you know, because we developed it. So we’re going to get ours first and then we’re going to obviously keep producing them, sending them to other countries so that we don’t know we’ve got to solve all the problems. So it doesn’t come back to us again. So tell me about your plans for Kindato specifically with this vaccine management, because you guys created such a good program within such a small amount of time.

And I imagine it’s only going to keep getting better and more efficient. And since all of these vaccines are multiple doses, which literally makes a problem exponential when it comes to logistics. Right. You know, what are the plans for Kindato? You know, not only in America right now but worldwide, are you going to be approaching, you know, companies in Africa or South America?

You know or Asia, you know, what’s your plans with that? Cause I think that’s a very, I think the audience would love to hear something about that.

Jason: JC You bring up really good solution opportunities like to call it that I’ve been trying to deal with as an entrepreneur, which is okay we’ve built a really cool technology. We’ve got the platform.

We can do a lot of different things with it. In terms of we’ve even looked at building, you know, the blockchain passport system, we’ve looked at doing billing integration into all of those types of things. We’ve, you know, how do we then attach Medicare and the billing and do the analytics behind the piece?

How do we manage support dosage, gather all the social analytics around all of the dose usage. And again, how do you then take that out to the rest of the world? And the problem that I encountered was. You know, we’re a startup and how do we actually handle that? And as I mentioned before, we’ve actually had an interesting portfolio of different technologies.

And what I discovered as an entrepreneur was that they’re all very interrelated. They still use all the same common elements, right? Data analytics, data, privacy, data management workflow, encryption, all of those key pieces that you need to be able to build. Software actually goes across an entire, all the different types of technologies that are out there.

And so what I first started doing was, well, Hey, I’ve got a great technology here. I should, you know, this is what we’re going to do. We’re going to build it and become a healthcare technology company. And, you know, I actually built the pitch decks. I went through the whole lean canvas exercise and started working with my entrepreneurial mentors in terms of, can we get investment for this?

And then what do we really want to do with this? And the challenge I had was how do I now look at this, along with other technologies that we’ve developed, because we’ve also developed a learning management platform that’s being deployed in Africa. We’ve got, uh, enterprise level knowledge management and data collection tools within M 365.

And so what’s emerged from that is that when it comes down to a JC, is that. Not only at our advisory practice, but we’re also almost an incubator X technology accelerator. And so we’ve actually have, if you look at our website. We’ve really broken this down into really two key areas: advisory, and then an innovation studio taking all of the common elements that we have to support and develop and launch a technology.

And then bring that to the forefront. We would love to do a lot more with the vaccine management system and we’re planning on doing a few things with it, like immediately in conjunction with our client. Number one, one of the things that are, uh, the client that we’re been working with is they’re looking at expanding into the retail marketplace and to Ivy infusion.

So how do we now tie that into it and, and use that same technology, baseline technology, and then turn it into a retail scheduling management application that they can use and also use for marketing purposes. And then secondarily adding the billing and analytics side of things. How do you add billing codes?

How do you do now? And of course, I think, you know, electronic medical records, I think is a fascinating topic of area. And again, it fits right into our data experience. Right? It’s all about managing financial records for 20 years. So I mean, this to us is just natural and now I’m spending a lot of time working in developing a product management team that’s going to be very experienced in the area so we can launch that out. Quite candidly, JC, I don’t know, in two months when this podcast airs, whether or not the, this technology be spun out, but I’m envisioning this, taking these different technologies and then spinning them off into separate companies and then letting them grow and then using the common elements within the Kindato advisory and technology practice to continue to support those, um, as needed to help really streamline the  entrepreneurial process.

JC: Well, I think it’s great. We know, like you said, that solution opportunities and whatnot, and obviously, you know, anyone who can help with vaccine rollouts and just anything to get us back to normal, faster kind of thing, right? Always has my vote for sure.

Let me ask you a question. So being a startup, you know, how are you getting your name out there? I mean, how are companies finding out about you? I mean, I’m, I’m marketing guy. You know, so all I think all day is marketing. What kind of methods are you using to get Kindato in front of your target audience? And then how is that working so far?

Jason: So as always marketing is such an important aspect of everything, right? So I actually I’m a firm believer in both product marketing, product management marketing strategies, as well as pure marketing in terms of just outreach, social media, things like that. So, Really the first things that I’ve been doing is like, the first thing I did is I launched my own podcast of course, cause everyone has got a podcast.

So I started a podcast called out of curiosity cause I have a pretty curious nature and I like talking to people and we’ve been starting to, you know, just, you know, as people cross my paths, I ask questions, conversations, and it’s interesting to see how that’s evolving over time, but really where I’ve been focusing on has been a lot of just experimenting.

I can only first and foremost, I’ve been, I first tried doing kind of a dialing for dollars code calling methodology with scripted, LinkedIn, cold calling, things like that, discover that really wasn’t how people want to buy advisory services. So part of that goes, okay. So how do we now break into that?

And now I’m really looking at now really taking a very strong look at using public relations using kind of a dedicated product marketing team, end-marketing team to basically start doing much more of that outreach and really aligning it with the sales operations strategy. How do we have, how do we get the most value out of our dollars when it comes to marketing?

And so, you know, we do a lot of outreach. We spend a lot of time just on conversations with people. We do a lot of. Kind of shaking our local network for the most part, I’ve been lucky enough in my career to, and especially in the discovery space, being able to touch a lot of points within general counsel legal technology, that I’ve got a good, solid relationship.

So that’s really where our key sales and marketing effort has gone. But I think now we’re starting to evaluate how do we now take the Kindato brand of this innovation studio and this advisory practice, which is very different. It’s a really interesting marketing opportunity for some, for us to really kind of solve and I’m looking forward to figuring that out over the next year.

JC: Yeah, no, it’s exciting when you’re in those beginning phases, for sure. Right. I mean there’s a lot of stress to it, but you know, having when the whole world opens up to you, you know, your, your brain just is firing on all cylinders of all the possibilities.

But, you know, I remember once upon a time when I started my company, that was, it was very exciting part of it. So that’s pretty cool. Let me ask you a question here. So obviously with, you know, the title of the podcast, The Future of BizTech, I’ll have to ask you first off. Where do you see your industry going? You know, like you had talked about, you know, information, you know, gathering and whatnot, like electronic or whatnot. So where do you see, you know, you and your competitors, you know, just in general, where do you see this in five, 10 years? How do you think it’s going to affect change in industries? You know, where do you see you guys?

Jason: So I see us continuing to truly get deeper into creating solutions, workflow, and support around how do people manage and control and control is a very loose term because you can never have control over it, right? As a self-described data hygienists, I, I, you know, coming from the computer forensics background and I know where my data is for the most part, but it’s really easy.

I mean, you know, we’ve got stuff on One Drive and Google drive and, you know, and, and teams and slack, and, you know, there’s Trello and you’ve got data all over the place. And I think that’s really going to be the opportunity for technology firms to help people really understand it. You know, the technology companies tend to be, you know, we can solve this immediate problem now. You need project management help so we can help organize your project management solution, or we can help figure your collaboration type thing. But what are, what are the underlying data requirements, especially if you think about regulatory environment where they are required to keep communications and records and things like that, how do we manage the privacy of that for the users?

One of my partners, his name is Jason Thompson, he’s based in Switzerland. And so he’s been at the forefront and he was, uh, his background is in really in data privacy and data management. And he’s been at the forefront of GDPR, which is the European data privacy rules and building that he was the director of e-discovery at UBS.

So we have that DNA in our place solving those kinds of problems in terms of how does an organization maintain the data that they need, use it to gather intelligence and support their business to make good risk and profit decisions right? And you could do that with analytics. You can control the data through potentially blockchain.

All those are areas that we’re looking at very closely as we’re expanding into the marketplace. So I think that’s where I think all of our competitors are looking at. And again, I think all of those are common elements that I can apply that to multiple technologies that we’ll be spending out of the innovation studio.

JC: And where do you see your company here in a few years? I mean, you know, is there any kind of, you know, my audience loves hearing about the new things before they drop, right? So do you got any new partnerships coming up? Do you get any new features or technology that we can kind of have a little preview about before it goes live?

Jason: Yeah, sure. I’ll give you a list because we’ve got a really interesting list of things that we’re working on. So one of the areas that we’re working on is in learning management. As I mentioned before, we’ve been blessed to have been working with some academic institutions and my partner, Jason Thompson, as I mentioned before, he’s been very heavily involved in a learning management program called pro Scala, which is basically trying to really add equality to education.

And he’s working with, I think a couple of governments in Africa to be able to deploy and then create solutions to be able to take it to rural areas where there is no electricity. And so those are ways that we could take technology and have a social impact. So that’s one area that we’re focusing on. On the advisory side, we are doing advisory work and learning management, helping build curriculums and controlling the data around that.

But also, you know, with pro Scala, it gives us a platform to be able to take, and not only to private school systems or public-private school systems, but also to government entities that are trying to solve this problem of getting education to the masses across the globe.

JC: With it, a lot of them being remote right now, too, because of COVID and again, we might get out of the woods, but other countries might be, take a lot longer. So it might, my daughter is doing a lot of remote learning is, you know, it’s difficult for kids right now.

Jason: Right. And then, you know, again with curriculums being, so, you know, so, I mean, you know, how do you manage the curriculum? How do you actually keep in track the lessons? And that’s what pro Scala does. It’s a really impressive technology platform that, you know, it’s been again from an entrepreneurial perspective, just, I think it can be game-changing to society as well as, you know, the education platform overall, as I mentioned before, we have our, you know, our vaccine management system, which we’re transitioning into the medical side.

And we talked a little bit about transitioning that into retail, as well as adding, you know the billing and Medicare and as well as electronic medical records management, we’re looking at knowledge management very closely. We think that there’s some really interesting opportunities to help data sprawl because every organization is going to be struggling and especially with Microsoft 365 and Google workspace on those type of solutions.

So we’re looking at some technology pieces around that, and then one technology that we’re really we’re looking to bring online is a really a social media platform for athlete to athlete and coaches. So it’s a really cool technology platform and we’re in some negotiations right now with the founding members to bring that into the innovation studio portfolio.

JC: That’s very cool. Very cool. Let me ask, you know, with your background and business and corporate and data, and obviously, obviously being, again like a forensic scientist with computers, what’s either the best advice you were ever given or the best advice you could give with all your wealth of knowledge to anyone listening.

Jason: Wow. Can we have a topic? Um, there’s been lots of good..

JC: Business-wise yeah. I mean like best piece of business advice that you were ever given, or just the best piece of advice you could give based on your experience, you know for other people who are maybe thinking of doing a tech startup, you know, who might be listening, things like that.

Jason: Well, I spent a quite a bit of time, especially when I was doing the in-house work, really focusing on mindset and mental thought processes to become an entrepreneur again, because I leveraged that time appropriately, not only working with clients directly, but during that timeframe I knew I wanted to be an entrepreneur again.

I think one of the best pieces of ice you can give to any technology startup company is you can’t solve everything on day one. You need to be able to pace and I struggle with this every day, yourself, your team.

JC: Instead of..

Jason: Exactly. And really to be a good leader in a technology company or even type of any organization, really the key thing is taking a step back and being able to listen. And absorb the information that people are trying to tell you, and then taking some time to actually digest it before, you know, reaching into the holster and saying, okay, we’re going to do this, right? And that’s something I think is really important.

The other piece of advice that I highly advise people is really around mentorship and community. I would not be able to go on the journey that I’ve been on for really the last five or 10 years and to this where I’m at today as an entrepreneur, without having the guidance mentorship of people, both on with my partners and my peers, but also, you know, looking for entrepreneurial mentorship.

So I work closely with a gentleman by the name of Skip Walter, who was, he founded a data analytics company, you know, 15 years ago that was tangential to the discovery space. And he’s been working with him has been game-changing for me because he, he approached me and gave me ideas of, you know, gave me the idea for what does an innovation studio look like?

Right, we were looking at idea labs and pioneer square ventures, and a lot of these other incubators that are out there, and I was like, well, you know, why can’t we do something similar? You know, and startup mode, right? Do we don’t need to have millions and millions of dollars to be able to throw a technology to prove that it’s there?

We know we’ve proved the model that we’ve already. If you’ve got clients and you’ve already got traction, you can build technology and build it the right way and build valuation out of that. And so that’s something that’s been very important to me. So I think the key piece of advice would be again, take some time and make sure you’re listening, but also reaching out to your community and seeking out mentorship. I think that’s just critical.

JC: Those are great pieces of advices. And, you know, it’s funny. I wish I had someone told me that a long time ago because you know, I’m very a bang bang bang, go, go, go. Right? And only over time did I slowly arduously learn, uh, to take a step back. Slow down a minute, you know, so I’m there now, but, uh, you might’ve been a good mentor for me before it’s too bad we only cross paths

Jason: Well, it’s never too late, JC. It’s never too late.

JC: Yes, that’s true. Listen, thank you so much for being on the show, Jason. How can the audience, uh, reach Kindato? How can they reach you personally, if they have partnership opportunities, uh, what information can you give us?

Jason: So we are always available. I’m very highly networked. I respond to every email and LinkedIn requests that I have. So first and foremost, you can reach us at Kindato.com. K-I-N-D-A-T-O again, knowledge and intelligence through data. And that was,  it’s always an interesting journey.

And then of course you can reach me out through LinkedIn. JSNVelasco is my handle on LinkedIn and I spend a lot of time working there and networking and spending time with people. So if you’ve got any questions or feedback, I’m happy to reach out and I’m always available by call or text or, you know, smoke signals if you really need me to.

JC: Awesome. Well, thank you so much for coming on the show, Jason, look forward to dropping this episode and talking to you again sometime soon.

Thank you, JC. I really appreciate the opportunity to have a great day.

JC: You too. Bye-bye

infinityadminEpi 29: How to Use Data to Overcome Obstacles in Business – Jason Velasco, Founder & CEO of Kindato
Ep28-MarkTestoni-SAPNS2-UPDATE.png

Epi 28: Innovative Security for SAP Enterprise Products – Mark Testoni, CEO of SAP NS2

Learn more about SAP NS2 at: https://www.sapns2.com/ 

Find Mark Testoni on LinkedIn here: https://www.linkedin.com/in/marktestoni/

JC: Welcome everybody to another episode of the Future of BizTech. I am your host JC Granger, I have with me here, Mark Testoni, the CEO of SAP National Security Services, also known as SAP NS2. Mark, thank you so much for being on the show. Why don’t you introduce yourself and tell me and the audience a little bit about you, who you are and what it is that your company does?

Mark: JC, it’s a pleasure to be with you today. Thank you so much for having me on. You know, SAP, I think a lot of your listeners may have heard of SAP. It’s a global software company that really pioneered what we now call ERP, or really how you run the back office of software commercially. But that was kind of our mother’s SAP and where it began. 

SAP is now very much a global software, currently, very much folks like all of us are on information. SAPN is too, or national security services. We’re actually an independent company of SAP whose original charter was to do national security work in the US environment. SAP is a German company, so they, they had to set up a special arrangement to do this kind of work as far as down, but really much more as we’ve watched national security evolve over the last few years, it’s far beyond what we would traditionally say, defense and government kinds of things more than a critical infrastructure.

So we allow to work, we support SAP customers across a full panoply of things like financial services, utilities, and other. A lot of it’s really focused now on the information aspects. How do we help companies use information to their advantage.

JC: Very cool. You’ll have to forgive me. I’m a tech guy. I was born and raised in the Bay area. You know, I was hacking AOL when I was 12. Like I was that kid, right? You know, and I’ll admit right now, I do not know what SAP stands for. I don’t, and I know that it’s a German company, but is that a German name? And, you know, when someone asks me, I’m like, uhhh.

Mark: Well that makes two of us actually. Seriously, SAP is originally an abbreviation or an acronym for a German language that means application programming effectively, right? Because that’s really what the core of the company was, was around application programming and where it started. And if you think about what it does today, most of the fortune 500 companies and many, many tens of thousands of companies around the world run their platforms to do the business of finance and logistics, supply chain, human capital.

But we obviously now, because we’ve seen through social media and many other thing is information is really the key. These systems generate a lot of information. So how do we capture all of that and combine it with other information to really leverage it into something that’s usable for an at speed of thought for end-user companies?

JC: So let’s backtrack a little bit here. SAP is the platform, we know that. Is your company a platform also, or is it a service that attaches? Do you guys have your own platform that hooks into it? What do you do to help companies specifically? What does that look like when they engage you guys?

Mark: Really good question JC. So we are in a sense, we are a deliver of SAP capabilities for a certain market space, but we’ve also evolved over time. That’s where we started. So we actually have platforms of our own and intellectual property of our own that we render in combination often with SAP solutions to deliver something for our customer.  Security is in our name. So many of our customers, whether they’re government or in utilities or financial services are looking for a different layer of security than the typical commercial because of the nature of what they do. And not that the normal security is bad, but there are government standards and NIST and others they’ve promulgated.

So what we’ve done is we’ve taken SAP solutions and some other company’s solutions now, and we’ve wrapped them in what our IP really is, which is a security and management and infrastructure plane that allows customers to get these capabilities in little more secure environment through the cloud, because as we’ve all heard in the last decade or so, the cloud is really the primary delivery agent or one of the primary and doing emergent delivery agents of capability.

We’ve lived with it for the last, since the birth of the iPhone tremendously or in the Android in our personal lives – everything we do. Businesses is more and more moving in that same direction. 

JC: So let me ask you a question then. What types of companies specifically, do you guys target for your services?  You know, for the audience listening, you know, what can we, a lot of tech people, you know, business professionals, CEOs, um, CTOs. So who listening would be like, hey, we should reach out to NS2  to see. You know, what’s going on. Like, I mean, how big is the company? What does it specialize in?

Mark: You know, we are, we’re nearly a thousand people now. We have replicated basically a software company like SAP in some ways and even bigger. It’s not bigger than SAP, but we’ve replicated a software company like that. So we have traditional customers, like for example, the intelligence community and the department of defense and other parts and organs of government.

And we do the full panoply of services for them. But then we work with. Other customers that might be SAP’s where they may, they have a longstanding relationship with SAP, say a utility, but they want because of the nature of what they do, they want a higher level of government standard security wrapped around a cloud solution for human capital or a financial services company, or a state and local government, or health care providers. We have some of those, we have pharma companies. So these are companies that tend to be more in the regulated space.

JC: Okay. Got it.

Mark: That either much more scrutiny from than say perhaps a retailer might be

JC: Sure. These are going to be, these are going to be the larger companies like, like you said, healthcare, maybe companies like maybe Equifax or someone who has a lot of personal data here.

Mark: That’s a financial company that a customer of ours, that, to my knowledge right now, but they could be an I, I reticent to name customer names. Cause I haven’t talked to them.

JC: Yeah. That’s okay.

Mark: But it’s given you some ideas and these are companies of all sizes. We work with some of the very biggest aerospace and defense contractors, for instance. Which are huge companies and then we have smaller companies as well or smaller state local government, because they’re looking to protect their, have more risk app, reduce the risk aperture around the cyber threat and that’s largely we exist to do is deliver those kinds of things. 

JC: So really, it sounds like they need to meet two requirements. They have to be an SAP, you know, user, you know, a company and they need a higher level of security than come standard, essentially. 

Mark: Well, one is probably the most, we started to March off with some we’re working with a couple of companies now, other companies, third, what we call third parties that we’re bringing them. We’ve built this great intellectual property, this great cloud, infrastructure that manages all this for a customer. So we can render this more secure cloud solution. We’re starting to bring on third-party products onto this platform to work with us so they’re not just all SAPs and that’s really where our business is beginning to expand. We still do a lot and we’ll continue to grow in the SAP ecosystem as a value-added deliver. But I view the third-party products that we’re working with. One of the companies I can mention by name, it goes Secure – they’re in cyberspace. They ride on our platform. They are the first ones. We have a stack of six or eight other small to mid-sized tech companies that are looking because they can’t make this big investment to create the security infrastructure, to operate, say, in these spaces so they’re looking to leverage us and we come up with a business arrangement to do that.

And then the last piece of it is we’re building some of our own product capability out. And that’s probably the most exciting part. And one of those products that we were building out is something called cloud mixer, which helps a customer manage its interactions with the cloud.

JC: So it’s more of a user-friendly, you know, ground-level interface basically, so that they can pass off to directors or managers and they can get in there and actually, instead of it being like this really big clunky, you know, top-level thing, is that kind of what you’re trying to build out? 

Mark: Well what we’re trying to build when it comes to cloud mixer is there are many customers or many companies out there that are parked in the cloud and they have to manage those, the cloud infrastructure. It’s not, so here are my keys and let me go run. If you’re running on one of these cloud providers, if you manage it properly, you’re going to generate a tremendous amount of cost because you’ll have users or administrators spinning up instances and buying services, and you don’t have any visibility control and all of a sudden your IT bill.

Could get very substantial. So piece of this is how do I manage if I’m working with an AWS or Azure or Google, or one of the elements, this tool we use it internally is to help manage the infrastructure. So we know how much we’re using, how those resources are being applied, how much they cost, their buying decisions related to how long a commitment we want to make is the price points.

So there’s things like that that are really important. And then there’s a whole set of compliance things. I mentioned the things that we do, uh, on the government and mi standards, things called fed ramp and the federal government and others. We have all these things that help manage the compliance to make sure inside cloud mixer so it’s really a tool to manage the resources, the cloud, and make sure you get the best bang for your buck.

JC: And now that the cloud mix, or does that allow smaller companies to have an inside track on what you guys do? So they don’t have to be giant healthcare company, like is a kind of bringing a little more to main street with a cloud mixer?

Mark: That’s very much true as well. You don’t have to be one of our customers to leverage cloud mixer. We can actually render it to you against your own environment, through the cloud, which is the beauty of the cloud. So let’s say you’re a small company and you’re, you’re an AWS customer, or you’re an Azure customer and you started to do these things and you want to leverage this tool. We’re out, we’ll be out marketing it, or we’ll get making, showing people how to do it. And one of the ways we’re going to show them as our current customers, we’re actually using it to manage their stuff. So it makes it very easy then to show them later how they can, you know, we can extend that into their environment for other things that they were doing because my customers don’t just operate, say on our cloud, they can creating on 365 doing this, or they could be on another company’s cloud doing that. And we can help them manage all these resources this way.

JC: Well, that’s cool. And again, I really like when a company like yours, who typically, you know, helps, you know, the big enterprise level finds a way to take something that they do to get it more down to that, you know, main street kind of, you know, smaller business and that’s really cool.

And I mean, that’s probably gonna work out for you more long term also, that kind of volume at that level. And then as those companies get bigger, they can be, they graduate into those higher tiers I imagine.

Mark: JC, you make a really good point because we can help companies of all sizes through this and it’s not just customers that needs say a financial system, or they need a human capital system.

The reason we’re hosting other company’s products now as providers of software. They can’t afford to build out. In many cases, all these smaller companies can’t afford to build out all the security apparatus. So not only a small and smaller companies that our users want to likely come to us to use things like cloud mixer, but companies that have great software solutions, but can’t afford to put them in through government rigor.

JC: Uh hmm

Mark: To meet all these alphabet soups of..

JC: Yeah

Mark: And many of them as you’ve probably made either the names even will make your head spin. We help on both sides of that, whether it’s cloud mix or just providing our infrastructure, but mixer itself will help users of the cloud manage their cloud. Either with us or their own separate instances, better, that’s our goal. We think there’s a real market need because not only is it handle resourcing, it’s financial and it’s also compliance. So we’ve brought all these things together in one capability.. 

JC: Well I like the compliant part, because I’ve had clients in regulated industries and it’s such a massive part of what they do. So that sounds like it’s really helpful. Let’s switch gears. I’m gonna go to a personal question for you. What did you want to be when you were a kid? Right like when, when you grew up, so to speak, when you were a kid, what did you want to be when you grew up? And then how did that life path take you to start this company?

Right so I’m more curious, just kind of what, what little Mark wanted to be and then what made you want to start this company specifically?

Mark: You know JC, that’s a good question because I’m still trying to figure out what I want to do when I grow up.

JC: Are you still growing up? Is that the…

Mark: I’m still growing up and I’ve been around a long time. It’s funny. When I was a kid, I think we all had our aspirational dreams to be whatever we thought we were going to be great at a professional athlete or whatever. None of those things ever come true. I was a little bit aimless when I was younger.

I didn’t have a lot of confidence in myself. And it was just one of those things, you know, I had dreams, but I’m not sure they were ever realistic. And like many of my generation kind of trudged through high school, which I did without a whole lot of grandeur and then off to college. But I dropped out a few times and kind of got lost.

So I went into the military and it really helped me find my path. I had a little detour prior to that. I was a janitor and a high school. My dad found me a job while I was transitioning. And. So I started off kind of at the, literally…

Mark: That’s the literal bottom line, but I learned how to show up for work on time. I learned how to push a broom. I learned how to do whatever soul and I was successful at it and it helped start to build confidence in need. So then when I got off, I got into college, finally, real. I said, you know, I like financial, I like business and financial management. I was in the military and, and I saw I ultimately took an accounting path and became a CPA and some other things thoroughly do much for me in the military, but always loved working with people. And it’s kind of evolved over time. And although the people look younger than they did back then, I’ve had a measure of success because I’ve been able to connect, I think with people of all ages and generations and backgrounds to do great things and together we’ve done great things kind of led me down this path somehow.

But I would say, tell your younger listeners or viewers is, you always want to have some kind of a plan, but never let the plan become a constricture to you. Cause I’ve had to make some decisions during my life where I took the off beaten path and it actually was good for me because my gut told me to do it so, you know, I don’t know how I got here, but like I said, life Isn’t a destination – iIt’s a journey. And I’m still on a journey somewhere.

JC: Yeah I like that answer. All right. We’re going to switch over now back to the company. Well, actually one is going to be like kind of an opinion question.

So you know, the podcast is called the future of BizTech. So I like to ask things about what’s coming. So there’s a two-part question here. The first part of the question is where do you see your industry? So your company and other companies that, you know, work either off the SAP platform or with, or do services for those companies that use it or work in the, you know, the defense arena for security, where do you see that industry going in the next, you know, 5, 10 years, you know, do you see like AI playing a big part or you know, regulations getting tighter or looser, like where do you the industry as a whole going? And then the second part of the question is where is NS2  going, right? Where are you guys going to be? And is there anything coming out soon that, you know, our audience could get a quick little preview? Uh, so yeah, so where’s the industry going and where are you guys going?

Mark: So again, great question. So the industry, when you look at industry in general, I’ll kind of break it into two parts tech and the defense space. I think what we’re going to see, and you’ve heard this signal that I’m being this pumped for more than a decade, or maybe for 20 or 30 years. Nobody listened, but I think we’re going to see this actually, and you’re starting to see a commodity administration.

You saw some of the last government and commercial and what I’m talking about – commercial industry, the tech industry have got to become more collaborative, both to develop and meet the threats. And what I mean, the threats, the global threats here – our peer competitors, the Chinese, particularly in others, we have to work together better to do that. For too long, the government has kind of largely controlled and built its own capabilities. Whether it’s in cyber, in IT, they built their own, and then there’s not, and there’s always been this kind of rough relationship we have got to make that relationship better. It is imperative for us to meet the cyber threat that we face today;  and I cannot say that strong. And I think it’s going to begin to happen where some of the words that have come out of everywhere from the office director of national intelligence to the President himself leads me to believe it’s a process, not an event we’re going to get there. We see in been feeling it over the last few years that there is more opportunity.

There are… AI is central to so many things. I mean, it’s in our lives already. It’s so central that it’s going to be hugely central to conflict in the future and conflict in the future may not be kinetics like the wars of the fast. It’s more about control of the information flow and who has the insights and the information.

And that’s what we’re really battling some of our peers for right now. And they have very specific plans. So I sense that kind of the defense industry is headed for more collaboration, and I’m talking about with the tech industry, not just the traditional providers around the department of defense, that’s going to be. Secondly, on technology itself, I think in the next 15 years, what you and I saw from 2007, say when the smartphone came about to now, we’re going to see double the change with 5G and what’s going to be around us.

JC: Yeah 5G is going to be here. How do you see 5g integrating into the industry or your company?

Mark: So, first of all, it’s just going to be critical to everything. When you think about it from pure defense, I mean, we’re going to have robotics. We already have robotics even operating today inside. You know, companies factories even for a long time, but I mean, we’re actually going to have robotics potentially on the battlefield there, they’re already doing all these things right to the extent that they would ever be needed. But beyond that, we’re just going to have the concept of distributed tech. Again, when you think about the last 30 years of the internet, what have we done? We’ve consolidated a lot of information and systems, right? 5G, What does it do beyond some cool things for smartphone and speed? – the speed it’s gonna allow us to redistribute the internet again. There’s a good opportunity for security around that. There are any threats around that, but all this stuff that’s going to be operating, whether it’s autonomous vehicles or you know, potentially, you know, distant surgical procedures are a thousand other use cases that you’ve probably talked about in your program.

All is going to require an ability to manage and secure all that back those local to national networks, to be able to handle that. That excites me. I think it’s going to change our lives much like the smartphone has. The second piece of that is I think we’re going to see what we’ve gotten as individuals, the cool things we can do every day to order and operate our lives.

It’s going to transcend from not just the personal lives into our business lives right today in business, we still do a lot of things, kind of a clunky way, right. That’s going to change. So I see those two things, whereas NS2 and all of us, I go back to the idea of security providing platforms to enable great applications to happen, whether they’re SAP applications or third party, other company applications for our own in NS2, great opportunity for us and we’re going to be there trying to figure out where that puck’s going to be so we can deliver those G-enabled solutions and be part of that calculation. 

JC: Well, and you know what that 5G, I kind of get this analogy, my head of, you know, cars got faster. They had to put airbags, right? You know, they have seatbelts and they’d like, as speed increases, you have to compensate with safety, security, things like that, because that the consequence of speed gone awry is just greater than if it’s slower, right? You know, so if something, you know, 5G can have that two-sided coin, right. You know, if somebody infiltrates a network, they can get to other places and do damage a hundred times faster on a 5G network, than they could somewhere else. I guess what you’re saying, I like the fact that you guys are trying to create those airbags, I guess, you..

Mark: We are, we’re trying to help break those problems and here’s the thing that’s interesting about speed. 5G is about speed and pipe widths and all these. And again, because we’re thinking of what we’re doing in the cell network, it also allows for like the redistribution right? Which the speed and moving it back and forth is often a nib to savor, but speed like well, we need to change and process much like the phone, the smartphone led to change in the way we do things.

It’s not just that, that’s what the second and third order effects of speed will allow us to do. And like I said, in 2007, could you, and I really imagined doing kind of this interactive discussion today or getting on our phone and ordering something.

JC: Yeah.

Mark: ..that we do or the information we can get, I don’t think so, right?  And so that to me is going to be, how does the world.. social media was nothing back in.. Facebook and Myspace.

JC: I mean, infrastructure has changed period, right? I mean, it has, it’s not, and it’s going to change again, like we said, with 5g, so you guys have to be there for it. So let me ask you another question here. So you guys have been around a while, when you, when you found what was the, what date in our, what was the year..

Mark: Kind of the core of it started in 04 very small organization, but it was accelerated when, uh, with, SAP’s acquisition of Sybase back in 2010, 11, That’s what we became, what we are today.

JC: So how have you grown over time and more recently too, like.  So I’m a marketing guy by trade, right? So I have an agency, we do B2B tech stuff. So this always makes me my tail wags and my ears perk up when I get to talk a little bit of marketing. So how are you guys getting the word out other than obviously doing podcasts like this that’s one way or that that’s a PR angle obviously.

But well, what else are you guys doing internally? So that the right types of people, whether it be government agencies, you know, local municipalities, big pharma or something like that, what are you guys doing so that they know that you even exist to get your services?

Mark: It’s an important question to what we do. So there’s, there’s probably, it’s a, it’s a multi-channel question. So we’re doing everything from educating say the people inside of it. The bigger SAP who often have customers that need our services.

JC: Yeah they have a preferred vendor network that I know too.

Mark: And we’re kind of one of.. well, and we are largely because we offer you know, their direct capabilities in a different environment. So they have customers in those industries that need this and they can position security and sometimes it helps them competitively. So that’s one track we’re doing it, we’re trying we’re upscaling what we do in the digital arena.

I do an awful lot out, trying to get, you know podcasts like this, but work in the press. We have the traditional kind of traditional more direct marketing kinds of things. So we would try to create a lot of buzz and awareness, but because security is becoming such an important thing, we’re really attaching to that message because we think we have a lot to offer there.

So we spend a lot of time working that we have lots of events, but ultimately it comes down to a couple of things too – your employees are your best ambassadors often so make sure they have a great place to work where people have the opportunity to develop and we think we’re building that because of the growth we’ve had.

And, you know, we want our customers to feel good about what they’re getting from us because often the word of mouth or the association with, with the customer base will often help. So the things that you would be aware of we’re, we’re attempting to do all of them. Some of them, we don’t, we do better than others, but as you know, marketing has changed so dramatically in the last five years, it’s kind of shocking.

JC: Oh yeah.

Mark: The traditional players are not really the impact and as we.. We see, and we use the social media channel an awful lot now, too, which I, you know, gosh, I wonder how are we going to market what we do tremendously? 

JC: Yeah. I joke around with people. I say, if I took six months off, I might as well retire. Cause I wouldn’t know anything about that.

Mark: You wouldn’t even know anymore. 

JC: That’s how fast it changes. You know, I just I’d be in the dark at that point. One last question here for you then. What is the best piece of advice either that you were ever given or that you can give the audience from your own wisdom and from you know, experience and what you’ve done all these years?

Mark: So I’ll offer a couple of things. The first thing that I think has served me well, and I think it served a lot of people well is to be curious, never lose your interest in asking the next question. And then the second piece would be, be bold. Don’t ever miss an opportunity. To do something. And I mean, I think the combination of those two things, sometimes we’re afraid or we, we sense, oh maybe, you know, change is hard, but sometimes we just have to take risks and be bold.

And sometimes they pan out, but even if they don’t pan out, we often learn from them. Then they’ll help us later. Things have served me particularly well over the years they really have. So hopefully it will be helpful to somebody else. And I guess the other thing I would say to young folks – do what you say, you’re going to do the right thing.

Those things sound so easy, but they are very hard practice. 

JC: They’re hard. Easy to say. Mark, thank you again so much for being on the show here. How can people find you? SAP NS2, how can they reach out to you personally, if they wanted to? What kind of info can you give the audience?

Mark: The URL is,  you can Google SAP NS2 and you’ll find there’s some other things you’ll find, find us for sure. It’s www.sapns2.com. We also have a nonprofit that we support that trains veterans.

JC: Wow

Mark: We take hard to employ veterans and train them in the IT business often without a college degree that’s called NS2 Serves and that’s at NS2serves.org

If you want to connect to me through the website or on Twitter or LinkedIn I’m easily find-able there if you search Mark Testoni

JC: Awesome. Again, Mark thank you so much..

Mark: There’s not many of us named Mark Testoni

JC: I imagine and we got video here so people can look at the face and remember, 

Mark: Oh, is that bald guy again, 

JC: Mark thanks again for being on the show. I look forward to talking to you again soon.

Mark: JC, thank you so much.

JC: Bye

Mark: Bye

 

 

infinityadminEpi 28: Innovative Security for SAP Enterprise Products – Mark Testoni, CEO of SAP NS2
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Epi 27: Reducing Operational Complexity – Tobias Kunze, CEO of Glasnostic

Learn more about Glasnostic at: https://glasnostic.com/

Find Tobias Kunze on LinkedIn here: https://www.linkedin.com/in/tkunze/

JC: Well, welcome everybody to another episode of the future of biz tech. I’m your host JC Granger. I have with me here Tobias Kunze who is the co-founder and CEO of Glasnostic. Tobias, thank you so much for coming on the show. Tell the audience a little bit about yourself and what is it that your company does?

Tobias: Absolutely happy to do it, thanks for having me on the show. So I’m a platform as a service guy, previous company, I was a Tech Co-Founder of a platform or service product that was acquired by Reddit, became open shift. So spent a lot of time thinking from a technical perspective and from a product perspective, obviously, how do you optimally support the building of applications, right? And then by running open shift or like watching up and shift ran or, you know, publicly in the cloud and the public cloud also realizing that the building of the applications is not really the difficult piece anymore where the rubber really hits the road is once the code is running, like how do you manage that? So the operational side, and more specifically what’s called the Day 2 Operations. So that’s what we focus on here at Glasnostic, where we look at what happens after you deployed the code and before you deal with incidents, right? In that window of time, there’s very little we can do, right? There’s really, once something goes wrong, the only thing that we can do is roll back, maybe reboot machines, that kind of stuff.

And it’s actually really surprising how much manual labor there is. And there’s a lot of monitoring going on and a lot of like looking at data, deep data root cause analysis, takes hours, days, and then there’s the incident management piece of it, where you need to get all the teams together.  You need to decide what are you going to do? But meanwhile, your customer experience so it’s just nose-diving. 

So we kind of automate a lot, you know, big part of that. We say like, don’t even go too deep on the monitoring side. Just look at how the systems behave, then manage it as it’s happening. And then you can still decide what, how much of a manual process you want to attach to the backside of this?

Meanwhile, the situation is not in control. So our value prop is really don’t sweat the Ops, the Day 2 Ops piece too much. You got drawn kind of control now. We give our operations teams, the dev-ops, the DevSecOps teams, runtime real-time control over what’s happening at a very high level.

JC: Oh, that’s great. So then tell you a little bit about what types of clients do you have are these enterprise Fortune 500s, are these, you know, small business owners who are maybe developing apps or SaaS of their own, you know, who’s really your optimal client, who do you really make an impact for who even is interested in what you have?

Tobias: Yeah. So really important question, right? We thrive on complexity. Our product, our company is in the business of reducing operational complexity, massively.

JC: I like that one. 

Tobias: So if you come along and you have one application, It’s kind of like you build a, you know, single-family house, you kind of built this like you’re always built this on it years ago. It’s a stick frame. It’s something, you know, you, you just put some things on it. That problem is solved. There’s not a lot of complexity. There’s scheduling complexity, but there’s not a lot of billing complexity. What we come in as when you have something large industrial.

You have a shop floor, you have any report, you have these kinds of things that are very complex. A lot of processes like stepping on each other’s feet in there. You need the supervisory function that is essentially a management layer on those operations.

JC: Got it.

Tobias: Think of us if you build something small, you’re flying a single-engine plane. If the weather’s nice, you don’t need air traffic control. If there’s a smaller airport, somewhere in Nevada and there’s 10 planes a day, you just look out the window, right? And you land the plane. If you have hundreds of planes in the airspace, you need our traffic control because everything’s unpredictable, right?

You need to make sure the space itself remains stable. So that’s what we bring to..

JC: I like that analogy. You’re air traffic control for complicated business setups and systems, you know, so that’s pretty cool. What’s an example of one of the clients that you have, or an example of a type of maybe a brand name that the audience will recognize like, hey, now here’s an example of a client that could be ours or one that you can say is yours. 

Tobias: Yeah, so clearly there’s a lot of clients we can’t name, but we play with Fortune500, Fortune1000 global, 2000, these kind of enterprises, right? Complex infrastructures, generations of systems, tons of integrations, right? If everything is siloed away, you have maybe 10,000 applications, but they all kind of like running like a small Python app, or it’s a Java app on a platform. Not really that interesting 

JC: Are these like telecom or healthcare, like what industries would be more complicated than others that you guys could help?

Tobias: It’s pretty horizontal, so we are not glued to one vertical or another. If it would call out a couple of segments, I would say managed service providers are big segment for us simply because you’re running other people’s workloads, right? The code is not yours. So you need to protect yourself against whatever these applications are doing.

And besides how you run, these are actually already pretty complicated, followed by financial services, but then a lot of like, you know, automotive retail, you know, there needs to be a size of amount of operations in order for us to be, you know, really shine, to bring value..

JC: What about any like government or military applications with that? I mean, you know, that there’s so many moving parts in government agencies that do you guys try to get any government contracts or do you mostly to stick to the private sector? 

Tobias: We have inbound interest from that, and that’s kind of about what I can say.

JC: Okay. I read you loud and clear. So then, you know, other than the inbound me, you talk about inbound. So that kind of triggers me as a marketing guy, you know, inbound, outbound marketing, whatnot, other than things like this, like for example, being on my podcast, but what is your company doing marketing-wise to get the word out about what you do?

I mean, how do you guys reach out to other companies to just so they even know you exist to provide this service? 

Tobias: Yeah, we’re a small company, we’re still at the beginning. We have our hands pretty full just by word of mouth from operations professionals. Frankly, we don’t do a whole lot. I like to blog so our blog has a lot of like deep articles on how to upgrade something that is essentially too big for any single person to comprehend. And those get good inbound interest. You know, I like being on podcasts, these kinds of things, but we don’t really do a full-blown sales motion today, right?

It’s just, there’s so much coming. Word of mouth at the moment. 

JC: That’s a great spot to be in. It sounds like you’re trying to keep up with the work. So that’s good. How do you prioritize new features and releases in your software? I’m sure there’s a lot of ideas that you have. There’s a lot of suggestions. How do you guys prioritize what gets made next and released? 

Tobias:  Yeah, that’s a very important question because there’s way more demand than what we can do at this point. Right? Of course we’re growing, we’re trying to hire pretty aggressively, but also it takes time to ramp up people to what are we doing? How does the code work? How does everything, it’s technically very complicated, but we are not a single technology company. We can inject ourselves in many different ways. So the prioritization, the backlog or lack of features is something it’s a daily struggle. We try to unify as much as we can, thankfully because we’re still early in our journey and a lot of our customers are still early in their journey.

There’s quite a bit of understanding and compassion from our customer side that not everything can be done this month.

JC: Sure.

Tobias: We keep them all well in the loop of what the plans are like for instance, huge push into machine learning obviously, we capture a lot of data. We want to make sure we don’t have to browse through them manually. But we keep these customers close and there’s a little bit of a customer advisory board going on, like yeah.

JC: So personal question now. I asked this sometimes to guess when you were a kid, What did you, like, what did you want to be when you grew up, so to speak and then was it this? Or if not, you know, how did it, what would that life path take? You, you know, like, well, I’m always curious, like, you know, what people wanted to be and then how they got to where they’re at. 

Tobias: Yeah. It’s really funny because I wanted to be a musician.

JC: Oh, I see a piano right behind you so I feel like you did something there. It’s a great piano. For people who are only listening and can’t see, he’s got this marvelous grand piano in the background.

Tobias: That’s what I do today. That’s kind of like when I have time, but yeah, I studied music. I studied composition and conducting. And from there, straight line into computer science, I started doing digital sound synthesis that was quite a lot of programming. So that’s how that started in computers. And then between composing and programming. It’s really kind of the same thing in a lot of ways, very creative act. You need to think a lot that you need to, you can, you know, come up with solutions. So from there just did a little bit, you know, a couple of industries, stints, and then startups ever since. More or less.

JC: Well, that’s really cool. See that that’s a nice smooth path, right? 

Tobias: To me it’s a straight line, absolutely straight line. Everybody thinks what is this? 

JC: Yeah no, I mean, that’s actually pretty rare, that’s nice being, so you know, being the title of the podcast, the Future of BizTech. Let me ask you a question first about the industry that you’re in, right? With cloud computing and there’s AI. And, you know, and of course like what you guys do, which as far as, you know, you know, taking complex systems and organizing them and whatnot virtually. Where do you see your industry? Like you and the competitors around you, basically. Where do you see the industry going in that next five to 10 years?

Is there any, you know, milestone moments that you think are coming down the line based on other technology that’s out there that might integrate, you know, just if you had to predict the future, you know, magic eight ball here. Yeah. Where do you see it?

Tobias: Yeah, I think I have a pretty unique view, I think of where it’s heading and not in each component, but I think the conclusions, my experiences that for instance, development is getting easier by the day.

It’s developing core functionality. A – the functionality of it is becoming smaller and smaller. You’re developing small narrow domain bounded context services. It’s a couple thousand lines of code. Maybe, maybe it’s a couple of 10,000 lines of code. It’s still not big. You’re not building multi-image million lines of code and, but you’re building many of these.

So now we’re in the world where we can actually develop very quickly and the developer experience and most technology is extremely good, but now we’re running way more pieces in way more places. It’s not just on premises, it’s not just cloud it’s hybrid. It’s multi-cloud it’s actual locations, right? And what happens, it’s not just more pieces and more places and more diverse technology stacks that kind of compose together into play.

We also connect these systems more, because we reuse exist, so part of the fallout from writing small services is that I’m going to combine these with existing capabilities that I have, right? Because..

JC: It  becomes a Frankenstein model in a way, 

Tobias: Yeah, it’s in any  organization, how do you assemble teams? You pull a couple of good people from other teams and say, Hey, we have a task force here. Please, can you do this? Right? It’s a new application. And that’s kind of the model that’s much more taking hold in the industry. Started a little bit with microservices, right? But if microservice, most engineers still think of microservices as a blueprinted finished design application, kind of like you’re a stick-built house.

Right? You have the floor plan and yeah, a couple of variations, but it’s the same house. It doesn’t really change, but we’re getting, because the pressure from the business is so big. It’s so large to accelerate. That now we are splitting up development and parallel teams they’re all pretty autonomous, they can release on their own schedule.

They can just push code into production. And now that code in the place with all the other code that’s there, right? So you get into a very, like pretty massive multi body physics problem. And this two important aspects to it.

Number one is how does your transaction execute through all these systems? Is there any bug, is anything that’s taking too long?

Is there anything on the path of execution that’s not right or should be different? That’s one big chunk of problems, but I think largely solved with existing tooling. There’s a lot of observability there’s monitoring. There’s, you know, all kinds of simulation toolings out there. On the other side, you have these kind of environmental behaviors because something else gets deployed.

All of a sudden this dependency is a little bit different, right? All of a sudden something happens. You don’t know what hit you and it’s Oh, it’s some limit has been reached. There’s a connection pool that went out as a space, right? A message queue that’s full wide or, you know, something takes too long.

So another automation hits it. So, we live in an extremely old automation, rich environment today, and none of these automations are designed to work together. There’s a lot of impedance mismatch, right? So that’s where we come in. We are not looking at the execution of code actually at all. Right. That’s the pilot’s problem – how do I land this plane? How do I get it to the direction or to the destination? We are looking at what is happening in the airspace. And no matter how well you plan on how much you automate here, unpredictability rains. There’s a lot of unknown unknowns. And the key is to detect these quickly enough and react to them immediately.

And reaction does not mean trying to hunt down a root cause. That takes hours and days. Sometimes if there is a root cause at all, and it’s not just a confluence of factors, but stabilize the situation, stop the bleeding first, create predictability. And then maybe yes, maybe you start an incident management process.

Right. So that’s kind of the story of what we do, but that’s my prediction. Obviously, my company is, that’s my prediction for the future of the industry. We’re going to run more and more things in more places, and it’s very clear. There’s a natural limit. How much we can engineer.

JC: Yeah, no, for sure.  And now let’s talk about your company specifically, then what kind of new features or services do you have coming out soon that the audience could kind of look forward to when they finally hear the podcast? 

Tobias: There are quite a few directions we’re going, we are going to take this and one piece I mentioned earlier is a lot of like machine learning and detect more patterns. Not every pattern becomes actionable, but we want to know and flag those patterns. The other direction is of course, and increasing automation and automation doesn’t have to be necessarily a full-on close loop system where you just let the machine do whatever it thinks is right.

It can be a time-delayed automation. So you can think about it. You can observe if you can do something often, the human brain is much smarter than any machine, but particularly when it comes to operations, because you have more context, you know, “Oh, I know the team or of that service. So I don’t think that’s happening” They’ve been doing something else, right? The machine doesn’t know that, but there’s like automation pieces. We can make it much easier to manage these large exploding infrastructures. 

JC:  Very cool. Last question I have for you is this: with all your experience and wisdom from before your company and doing your company, what’s the best piece of advice either you’ve been given or that you can give from your own experience to the audience?

Tobias: I feel it’s been given to me. I don’t know from where, but I think when I did composition, when I studied musical composition, one thing I learned is that we underestimate the amount of novelty we can create and that creating something really changes the world. So I feel a lot of my peers are much closer trying to look at competition, look at what the market’s doing and try to be very, you know, always keep the enemies closer.

JC: Yeah

Tobias: And I think that puts you in a very reactive mode. And you lose the big picture. There is by putting like, you know, in the board game goal, you put a stone on the, on the board that stone has meaning, right? Whether you, you put it on as a reaction to something else, or you just make a statement. I think we underestimate how many, how much we can make statements.

To make this a little bit more concrete, by putting something, but releasing a product that maybe even just solves 50% of a customer’s need. You’re already putting a stake in the ground. You’re creating reality, right? And that’s something that I wish we would see more in the industry.

JC: I like that. That’s really cool. You know, and to further your point when you’re talking about like people react to competition, I used to people, I say “I don’t have a rearview mirror”.

I’d have no idea who my competition is because I don’t care. To be honest, because if I’m reacting to them, that means I’m a step behind them. I prefer that they, I prefer that they react to me, right? Like we’re trying to beat ourselves. So, you know, we’re always trying to improve in our own processes, our own, you know, sales or systems and, you know, services and everything.

And as long as we’re doing that, we’re looking forward and we’re not looking backward. And, and a lot of the times too, if you look at the competition, there’s this tendency to think that well, they’re big and they’re, and they’re that, so they must be doing it right and they might not be, you might be reacting and trying to copy literally the wrong thing, just because there’s a perception that they’re doing great when in the reality, maybe their whole falling apart completely on the back end, you know?

So I know I like that. Like that advice. That’s good. So again, thank you for coming on the show. How can people reach the company and how can they reach, maybe you personally, they want to reach out for some sort of partnerships or anything like that?

Tobias: Very simple, the company webpage is Glasnostic.com – that’s G L A S N O S T I C. It’s like Glasnost and Perestroika, but it’s transparency. And my email is Tobias@Glasnostic.com. 

JC: Awesome, well thanks a lot and I’m sure that, uh, that me and you will be talking soon again as well. So thank you for coming on the show and for parting a lot of your wisdom and the best of all to Glasnostic.

Tobias: Thanks. It’s a pleasure. Thank you. 

infinityadminEpi 27: Reducing Operational Complexity – Tobias Kunze, CEO of Glasnostic
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Epi 26: Parallel Workflows & Scaleable Application Security – Brittany Greenfield, CEO of Wabbi

Learn more about Wabbi at: https://wabbisoft.com/ 

Find Brittany Greenfield on LinkedIn here: https://www.linkedin.com/in/brittanygreenfield/

JC: Well, welcome everybody. To another episode of the Future of BizTech. I am your host, JC Granger. I have with me here, Brittany Greenfield, the founder and CEO of Wabbi. Brittany, thank you so much for coming on the show. Why don’t you tell the audience a little bit about yourself and what it is that you do?

Brittany: Well, thanks so much for having me JC. So I’m Brittany Greenfield, I’m CEO and founder of Wabbi. What we do is help enterprise DevOps teams, scale application security as part of their existing development infrastructure. You know, application security has been one of these important things, but is a hard problem to tackle for a lot of enterprises for a long time.

Brittany: I think a lot of people recognize Equifax still as the Seminole breach. I think many of us are probably still waiting for our checks.

JC: Oh yeah, II forgot about that. That’s right.

Brittany: Right. And you know, that was a breach that was due to process breakdown and, you know, it cost them $700 million. What company wants to do that? They’ve really come out on the other side of it and been a great leader and how to deploy application security in modern development pipelines.

And we’re trying to help the rest of the enterprise ecosystem as well as the DOD, uh, tackle that challenge as well.

JC: That’s really cool. You know, and I’ve had a couple guests on the show that live in that security space. And I always kind of asked kind of the same thing, which is, you know, is there anything that’s unhackable? Is there anything that’s foolproof? And if not, you know, how close do you get and how do you give that kind of peace of mind to customers or the government if you’re working with them? 

Brittany: You know, so I think that’s the first piece of advice I actually give. And I think especially when it comes to application security, there’s no such thing as perfect code. And therefore there can be no such thing as perfect application security. And if as individuals, as enterprises, we can get out of that idea of perfect security that we can build taller walls to protect us. We can then just take practical steps to move forward, right? The ones that’s the simplest we can do, don’t use the default wifi name and password on your own. You see that number of DDoS attacks go down, not just because of your home wifi system, but your printers, your baby cams, you know, and if we stop thinking that we can just rely on tools, then we’ll start adopting those practices.

And I think that’s one of the things that makes application security especially special in the security realm is that it’s more about the process and then we can support with tools and that’s something you certainly know this, you know, we always start in technology, not with the tools, but with people, process, and then support with tools. And, and that’s really, when you think about security, if you take that approach, whether as an individual and enterprise, how you can deploy a successful program.

JC:  So what types of companies like what industries do you find are. You know, reaching out to you guys, you know, I mean, you said government, you work with them maybe. Is it local municipality kind of style is state, federal, and then from a company. Yeah.

Brittany: Yeah. Sorry to interrupt. Yeah. So for us, really, you have to hit two parameters. One, you have to see software as a competitive advantage. Um, right? You need to ship software faster to give yourself a headstart on whether it’s against your competitors against your adversaries. And so you’re, you’ve adopted rapid development methodologies. And the second that’s really a sweet spot. And I think why um, federal, especially the DOD has been great for us are those enterprises that have chosen to undergo DevOps transformations.

You know, we’re in the world of, in the last decade, most organizations were born in DevOps native, or at least a flavor of it. But when an organization has chosen to undergo DevOps transformation, they get that. It’s not just about shipping software faster, but about eliminating bottlenecks. So you have if more efficiency. I dig on Facebook a lot. They sort of popularized that move fast and break things mantra, and that’s one piece of it, but really what dev ops and agile is about is move efficiently and fix things at the right time. And so that’s why we tend to see the larger mid-market and commercial up to the fortune 500. And then most recently I’m starting to work with the DOD.

JC: So let’s talk more about, instead of government, I like touching on it because it’s good for people to know that there are companies out there that are trying to help protect, you know, the government stuff and whatnot. But let’s talk more about the enterprise.

So, and I don’t know if you have like NDAs with your clients. If you want to mention a client name, that’d be great. If not, can you tell us, you know, what, you know, give us an example, maybe a brand name, a company out there that would have use for your services, just so people can kind of frame who your services are really tailored to.

Brittany: Yeah. So it goes everything from, you know, the large banks in the world, like the JP Morgans to the FinTech providers, whether like Diebold Nixdorf, which may not be a household name, but is a major, if you ever go into a bank you’re using the Diebold Nixdorf down to, you know, one of my former employers Kronos. You know, who helped support the majority of our, sorry, their UK G now at post-acquisition supports the majority of the hourly workforce across the world from TSA to broker. 

And, you know, they all care about it because it fits that “I have information that’s sensitive”, who doesn’t nowadays. I care about delivering software to market as a competitive advantage and I understand it’s not enough to just ship fast act to ship. Right. But nothing’s ever going to be perfect. And that’s sort of where we get into to, um, uh, to, uh, you know, it’s hard to say just the brand names, obviously, you know, everybody like AWS and Microsoft and Google have a need for us too, but I think it’s really all of those organizations that enable our digital economy our sweet spot. So if you’re walking, whether you’re walking into a bank or a grocery store, or, you know, getting a Netflix movie, those are the folks that know that security is part of the infrastructure, not just this sort of backdoor, black hat, white hat, are you trying to triage it?

JC: So, you know, you, you used the word ship and software at the same time a lot.   And I feel like that might be an older term that just carried over. Explain what that really means because you know, people think software, so it’s a digital thing. Or do you actually literally ship a hardware piece that can integrate? Like, what does that mean to someone hearing shipping software? It sounds like a counterintuitive term.

Brittany: Yes, sorry buzzword, bingo. It’s shipping software is really just saying it’s no different than any kind of deliverable, which is “I’m now done with this. It is now ready to go out, uh, whether it’s ready to go out to some customers for early testing or it’s ready to go out to the broader market. You know, we use the term shipping software because it does come from that traditional concept of, well, I now have my item. It’s time to ship it to the customer, but yeah.

JC: Okay. I just want to make sure. Cause I mean, like I get it, but I know a lot of people listening might be like, wait a minute and she’s sending it on a CD because you guys could get better software used to literally show. Well, you literally used to ship like AOL. That was literally shipping software. When I had the AOL CD show up.

Brittany: Well, here’s what, where you’ll get a real kick out of this. I often like to explain and maybe it’s good to hit on this for your audience. Now, the change in software development over the last about 15 years from what was called waterfall to agile and DevOps, and I use, do you remember Encarta?

JC: Yeah

Brittany: Encarta. Once a year, you got an update to the encyclopedia of what’s true in the world, right?

JC: Netscape, for the browser?.

Brittany: AOL, you would get your CD. And now we’re in the world of Wikipedia, where there are updates all the time difference in software development, you used to have a year to make sure that your software, your Encarta met the quality standards, the security standards, or, you know, whatever it was that you needed before you shipped it.

Now that’s happening in two weeks cycles, you know, practically, we sort of have a merging of it. You know, people do two weeks cycle really do releases, you know, every month, every quarter and right, just like Wikipedia, you can go on there at any time and make a change. If somebody can update it, it gets a part of it.

I use that example with some of our engineers who are more freshly out of college. And I had to explain to them what, Encarta was.

JC: Yeah. So what motivated you to start your company? You know, what’s your previous,  you mentioned Kronos. Like where do you come from in the professional world and what was that defining moment where you’re like, I got to do this on my own. I’m going to go start a company, you know, where did that motivation come from?

Brittany: Yeah, so Kronos, right? Definitely not cybersecurity. It’s in workforce management. So I actually admittedly a cybersecurity outsider, and I think it’s something that has really helped me in identifying what the problem and solution is.

I started my career in the ERP space in technical roles, but really moved into go to market strategy role. So, go find any problem. What’s the solution? Go build the team and execute on. It sounds a lot like building a startup, and I moved into cybersecurity while I was at  Sloan. I worked for Cisco. They’ve just missed the cloud transition and the head of cloud and managed services said, “Hey, we need somebody to work on the next big thing, which is IOT.”.

And I use that as a great example at the beginning, IOT is very hard to secure and it’s because even if you have two nest cameras that are the same for model that produced at different times on the line as they may have slightly different software. So I really started digging into it. And as I mentioned before, realized that security is just a piece of the foundation of our digital infrastructure today, right?

We don’t even need to put digital in front of it. And so I got into the ERP space. I want to go back to startups and sorry ERP is end point, EDR and point. And, um, I realized I was looking for where we needed to move in the market and said, “okay, there’s a lot of focus on building walls” very much to your first question. How can we just make ourselves more secure? Right. Building walls and modes and detection and response systems. But that’s kind of like installing an ADT system and not checking to see if her front door locks or it’s been shot or do you have the right kind of lock on and that’s where application security comes in.

Now start with the red-headed stepchild. Security didn’t want it, development didn’t want it. And I said, why is this a problem? So I started exploring the idea. I said, we sort of have these waterfold old style security practices trying to be deployed in modern Agile’s fast development practices. How can we bring them together?

And then the Equifax breach happened. And that was my light bulb moment, because it’s not good enough to just have a good idea. You have to have a good idea at the right time. And I went, there’s something to be done here, did some early research and that’s where Wabbi was for really. 

JC: You’re right. The timing is everything. And I mean, what better time than when it’s fresh on people’s minds? I mean, that was a shock through not just the consumer system, but massively through the professional and corporate system too, because they handled it for everyone, everyone and everything, right. Everything and all the roads lead back to them so you hack them, you get a spider web out into access, which was crazy.

So now let’s talk about this year, you know, you founded Wabbi after the Equifax breach, which is a great reason to, and I, I wish probably more, hopefully more did as well, because I think. That’s something that people realized needed to be done.

So I’m glad that you did. You know, 95% though, of the, of the tech world and founders are male. What has it been like for you as a female founder specifically for the record? I don’t ask this because I think anything different than gender is in fact, I wish there were more females. My daughter’s 15 right now.

She’s big into tech stuff, you know, and I like asking, you know, what’s that been like? What’s been the hard parts, what have been the good parts, right? So just, what has that path been like when you said I’m going to go in the tech world as a female founder and try to go and play in a space where it’s so male-dominated.

Brittany: And we bridged two industries that happened to really suffer from the representation problem with women accounted for less than a quarter of the workforce, both in dev ops and security. Um, and you know, When I first went into it, I went, “Oh, they say it’s so hard to be a female founder”. Not for me. Right. I’ll be totally, totally fine. Honest with you about that. And the reality is I’m not the first person to say this is that there’s just a lot of implicit biases. There is a difference between men and women. I’m not going to say that there isn’t. We do things differently. And there are differences between all people. Right? We all have different approaches. And some of the models out there have been constructed around a more traditional approach, which has just had more men that founded companies. And so their model of VC models are what people are used to seeing at pitch days or whatnot is just a slightly different style.

And so as we started coming out, I mean, I’ll give you crazy examples. I presented my business plan model, which was a 10 page Excel spreadsheet to VC. And I was like, so any questions they’re like. We’re not used to people actually having logic behind their numbers. They typically just come up with a number with like five data points.

JC: Okay.

Brittany: We can talk about that on a whole separate show.

JC: I wish I wish I could just do that. That’d be great. Like, Oh yeah I’m a billionaire. Now look at these five data points.

Brittany: We’ve certainly seen that. I’m pretty sure there’s a brand new documentary about it too.

JC: Yeah

Brittany: And so, you know, little things like that, or even some of my presentation style, some of the feedback that came back to me and I said, I’m just going to still be me, right? Like you say that you want to do this. I have a very narrative storytelling, presentation style, and I’m going to stick with me if you don’t want to invest in me, then that’s great because you’re not the right person to be on my team because really you have to see investors as being an extension of your team, especially in an early date, it’s also one of the reasons we decided to bootstrap for a while, I went through a process, even though I’m a technical person. I said, I learned early in my career. I should not be the one writing code. So I went down to good old-fashioned wireframes, interactive wireframes, Excel spreadsheets to go test drive idea.

So we actually had six months of being in business without a product. And it was a great thing that we didn’t do that because the initial roadmap we had was wrong. Um, so I think I just, you know, I think the biggest thing is I’ve taken a different approach and there are certainly times that that’s been challenging.  2020 was certainly one of the years when it came to fundraising, it was for us. We were going to say it was going to be sort of our, um, debut top year. And like, like a lot of other female founders, we saw fundraising drop drastically while everybody else had a massive increase in it. And flip side is, you know, who’s really got your back.

Who’s going to be there in the tough time. And as a founder, you want to know that those people are there for you. It was a real lesson and say, who believes in me? Who can I call when I have a problem? And I think that’s what you want as a founder, right? I think we think founders are just magical beings, right?

You know, we’re associated with the term unicorn at some point in time, hopefully, um, I’m not gonna lie. It would be great, but they’re not, we’re just regular people and we all need help. And I think that’s sort of been the biggest difference for me and my approach to it, which I get criticism for sometimes and I’m going to still be me. And I think that’s the only thing I can give advice to all founders and not just women, but that’s probably the challenge is you’re going to feel.

JC:  So let’s talk about bootstrapping. Obviously you’re going 2021 is to go after, you know, round of funding in the meantime, how are, and I’m a marketing guy, right? I’ve been doing digital for like 20 years. And you know, my agency, we do B2B SAS marketing. So I’m always going to ask a B2B SAS person or software person, whether it be a software as a service or software in general, what are you doing to get the other than this when you’re on a podcast? So that’s good. That’s step one, right? That’s one. But what types of digital marketing are you guys doing to get yourself out there in front of these other companies so that you can get more clients so that you look more attractive to investors. Like just, what kind of tips can you give or what are you guys?

Brittany:  It’s a chicken and egg thing. And I got, I wish we’d been doing more of this early on, forget, you know, 2020 was a year. You know, I got a great tip from another founder. Cause I had been worried about talking about the problem before we really had the solution to solve it. And we’re really an infrastructure platform. So those things don’t get built overnight. And he said, no, there’s a way to talk about the problem and how you’re going to solve it in the future while being authentic, without selling snake oil. So that would be my.. Right? You could still go out and have these honest conversations. We’re talking about the business model here, but I can have the same conversation and a year ago before we released general availability about who our customers were. And, you know, even as we were figuring out our customer profile, you know, I think you have to figure out what the right channel is. For us, we’re in a market that is incredibly noisy. Um, and it was one of the reasons that I was nervous early on about doing a lot of digital marketing.

Are we just going to feed into the noise? And so what we’ve actually done is say, we’re going to take a very thought-leadership approach. Um, we’re going to go out there and of course we’re going to do webinars, outreach, you know, all the classic channels, but we’re going to do a little more of a traditional enterprise sale work with analysts, work with thought leaders like yourselves, just to raise awareness about Wabbi, you know, with your community or folks in our industry specifically, and really try to be that calm for our wires. And that’s the approach we’re taking, um, you know, digital marketing such, I think the great thing about 2020, you know, it’s hard to find some, but I always try to look for silver linings as we have changed a little bit of our information gathering and buying behaviors. So it’s a lot easier to have that conversation. You know, it’s called the consultative sale. It’s not just that, like, can we help you solve your problem? We don’t have to spend three weeks trying to get everybody in a conference room. You know, let me give you a webinar I just did or let me give you a report we just wrote. And I think that’s something that maybe we’ll see the pendulum swing back on as well in the enterprise sale.

We’ve seen a lot of enterprises go out and be very transactional, all about the inbound. And I think you have to balance the two, um, you know, we have to go be out there. That’s why digital marketing is so important so that people know there’s a solution.

Uh, we were talking to one of our clients recently. These, I got to tell you, Oh, I wish you would’ve been around a year ago. We bought a competitor because there was nothing else on the market. We didn’t think it was good. But then we also had to go through a procurement process where we had to show that we evaluated three solutions and we had to write up several pages on the fact that there weren’t any other solutions because we didn’t know about, you know, you’re totally right, right.

This is why we have to make sure you can find us. And then we can have that educated conversation. 

JC: For sure. Well, so as the title of the podcast, the future of biz tech, I’m going to go into some future questions here. So I’ve got two. The first one is where do you see the security DevOps community going? Just technology-wise in five or 10 years, like where do you see that being the most important? Do you see what kind of advances? Maybe it was an AI or something like that with that. And then the second part of the question is, you know, what’s coming down the pipeline for Wabbi, right? Like what are those things that my listeners can go? Ooh, I knew about that first, before it came out.

Brittany: So I’m going to break your first question to three pieces. One to talk about AI. Cybersecurity is, and DevOps are great testing grounds for AI because they have such data-rich feature sets, but however, that tends to be what limits the adoption of it, because it’s the concept of data versus information, right?

If I give you data, that’s like saying it’s 30 degrees walls at 30 degrees inside or outside in Boston, in March or Boston in June? Right. I need to have that context because I don’t know what to do next as the human that needs to take that information and turn it into to a next step. That’s where AI is really going to help almost like robotics, right? Um, help humans do their jobs better. And so I think dev ops and security are just going to be places where AI flourishes from a broader DevOps and security team and where the market’s going. Security has a lot of different solutions. Right. That’s not going to change because there are abundant the same way, that everybody on your street probably secures their home a different way.

Okay. Enterprises are always going to do that because the risk profiles risk, isn’t just security, risks, business risk, you know, what they care about. You know, for example, JP Morgan and Netflix might actually care about some of the same things, more so than JP Morgan and Morgan Stanley do. Right? Because they have different priorities.

So how you adopt that risk profile, it means you’re going to use a different set of tools. And even if you use the same tools, you’ll use them differently. But specifically around application security and dev ops, I often use the analogy of CRM Salesforce, right. Who owns Salesforce in an organization?

Is that IT or is it Sales? 

JC: Oh yeah. Yeah. I was gonna say, yeah, sales is gonna do it. But Salesforce, I mean, if you’re talking about the software anyway, like that’s, it’s such a heavy software that you have to include IT in there.

Brittany:  Exactly. But sales owns the day-to-day of it. You have, and we’ll give you your 20 later, you have teed me up perfectly. So Sales own the day-to-day of it, but IT supports them. But someone else has to take ownership of that because that is a critical system for them in delivering what they do. Same thing is happening with dev ops and application security development has to own it and they’ve already recognized that there needs to be that shared services model. Well, the development needs to be at the, at the lead.

So you hear a lot about developer-led security, right? We’re development-led. We think it’s everybody’s job. Not just to say that. Right. And that’s part of what we do. We make the security part of everybody’s job in the development team while giving the security team, the competence that the governance is still being deployed correctly.

And so that’s the big shift. I don’t even think this is a five to 10-year shift. That security is going to just become part of dev ops. Application security is going to be dev ops. We talk about that a lot and security is still gonna play an important role strategically. How do we manage our security profile?

They’re going to get out of the day-to-day management of all those lists of data and get to be a partner rather than a babysitter to development. So I think that’s what’s coming in the next, I mean, we’re certainly not in the next year to two, and we’ve already seen some of that market traction, the shift to remote work, accelerated that as well.

You know, on your second question where we’re going, you know, I don’t think it’s, it’s, we’ve talked a bit about it in the press. I don’t think it’s coincidental that I probably talked about it a couple of times now, and it’s continuing to work with the DOD for, you know, anybody that’s on here, the DOD, I think, has taken a great approach to software and software development and commercial technologies.

That’s now the rest of the federal is following. And, you know, they’ve really said we’re not different if we’re going to actually use software well, which maybe not all federal edge agencies are there yet, but if we’re going to use software well, because everybody else in our economy does, uh, we need to go tap into the best technologies and those are going to be on the commercial side.

So I don’t think it’s a surprise that we actually found early in our journey that it’s a great match for us. And we may have to announce something soon about who we’re working with. Hopefully knock on wood and you know, but it’s been fun, right? Because it’s about identifying for any founder, any business, right?

This isn’t unique to startup, who are the best teams that are dealing with your problem that want to be part of the solution. And so that’s why, you know, you start hearing me talk about it a bit at the top. And I think that’s probably around the time of this, that this podcast released. We’ll have some new news on that too.

JC: Hopefully, hopefully. Last question for you. What is the best piece of advice? That you can give the audience based on your personal experience with what you’ve gone through with your company.

Brittany:  You know, I think, um, gosh, you think I’d have a better answer? The problem isn’t that I don’t have, I don’t have one piece of advice. I probably have 15

JC: Gun to your head. You got to pick one, right?

Brittany: You know, this was given to me specifically in the context of being a founder, you know, people say being a CEO is the loneliest job. And then being a Founder CEO is even lonelier there aren’t a lot of people out there that understand the problems you’re going through. And early in my journey, somebody said, don’t be afraid to be vulnerable. And, and I sort of like brushed it off. I thought it was a little, like, I actually thought it was a little sexist and it wasn’t until somebody else who’s also a mentor said that to me. And I was like, “Oh, okay. What’s this about?” Well, fast forward, six months, I got it. It finally clicked and being vulnerable isn’t about, you know, Oh, let me go cry on somebody’s shoulder. And if that’s how you do that, that’s great.

It’s not, not being afraid to talk about your problems, understand that whether it’s an official work team or your own sort of, I call it my personal board of advisors. They may not actually understand the specific problem or maybe not your industry, but they can always be there. They’re part of your community for a reason.

And the more you can share and have that transparency, 2020 was a great example of why transparency and being willing to be open about things is important. Right? It was important in our communications with our employees. Hey, we don’t know what’s happening next month because we couldn’t figure out what was happening the last six. Um, so, you know, bear with us, but we’ll keep you up to date. We may change priorities in terms of our functionality and our hiring plans. And when you can do that, then you can, right. You don’t actually have to, you still carry the weight and the responsibility, right? But then of the day, you’re the leader of your organization, whatever size it is.

But you know, people can help. Sometimes it’s just offering a different perspective. Sometimes it’s being a sounding board and that goes, that little bit of help goes a long way. So I’d say for any leader, not just startup leaders, don’t be afraid to be vulnerable and talk about your problems because somebody’s been there or maybe they know somebody that’s been there or maybe they’re just there to lend a helping ear.

And all of those things are important. Don’t feel you have to be.

JC: I think that’s great advice. I mean, personally, you know, I do everything the hard way asked my parents. Right. You know what I mean? And I also, you know, I didn’t have any mentors or anything like that coming up. So I’m the person who can be a mentor because I suffered as much as physically possible becoming a founder. Cause I had no guidance whatsoever. It was just stepping on landmine after landmine, after landmine. But I agree because you know, being able to tell that story personally and leaning on people, even though you feel like you might be all by yourself. I think that’s great advice.

So I appreciate that for the audience. How can people reach Wabbi? How can they reach you personally, if they want to do so? So, you know, I have an open door policy with our employees, our customers, and please for your audience as well – don’t be shy to find me on LinkedIn. The only ask I have is just let me know why you want to connect as we all do now, LinkedIn..

JC: Yeah, just say, you know, “heard you on The Future of BizTech Podcast” when you’re doing the invites or the connection request. Right? Okay.

Brittany: Exactly. Exactly. Just give me a little context. And, but, you know, please don’t be shy about reaching out whether you’re interested in the problems we’re tackling, thinking about founding a company, or just interested in meeting with somebody new.

It’s actually been another silver lining. It’s easier to meet new people this year. You don’t have to worry about travel, schedules and you know, “are we in the same town?”

And little known secret – actually, if you go to Wabbi’s website and you say, let’s talk and choose to have a sec dev ops chat, that will be with me.

JC: What’s Wabbi’s website?

Brittany: WabbiSoft.com. W-a-b-b-i-S-o-f-t.com

JC: Perfect.

WabbiSoft.com: And on all social media, you can find us at @HiWabbi, that’s our handle across everything. So please don’t be shy to reach out, um, you know, appreciate, you know, JC it has been great talking to you and love to connect further with your broader community too. So don’t be shy about coming and finding us.

JC: Awesome. Thank you so much, Brittany, for being on the show and I’ll talk to you again soon. 

Brittany: Likewise.

infinityadminEpi 26: Parallel Workflows & Scaleable Application Security – Brittany Greenfield, CEO of Wabbi
Ep24-LaurenceSotsky-Incentify.jpg

Epi 24: Credits & Incentives for Public Partnerships – Laurence Sotsky, CEO of Incentify

Learn more about Incentify at: https://www.getincentify.com/

Find Laurence Sotsky on LinkedIn here: https://www.linkedin.com/in/lsotsky/

JC: Welcome everybody to another episode of The Future of BizTech. I am your host, JC Granger. I have with me here, the CEO of Incentify, Laurence Sotsky. Laurence, thank you so much for coming on the show. Tell the audience a little bit about yourself, your background, and what incentify does.

Laurence: I sure will. Thank you so much for having me on the show today, JC. it’s a real pleasure to be here. So, let me tell you a little bit about Incentify and then I’ll move over and talk a little bit about myself. So we are the only purpose-built solution for a really interesting asset class called credits and incentives.

And most folks probably have never even heard of a credit or an incentive, but it’s actually a trillion-dollar asset class, and regardless of what side of the aisle you’re on politically, the government uses credits and incentives to create a public-private partnership. And let me try to explain that just a little bit more.

So the government of course has no real ability to create a vaccine or a therapeutic. The government has no way really to build a retail store or a manufacturing plant, but they do have the ability to help companies achieve specific goals without having to necessarily be profitable at the time that they’re trying to achieve those goals.

So if you think about things that are on the tip of everybody’s tongue, things like the coronavirus vaccine. So the MRNA technology was created through a credit and incentive. The therapeutics that people are using for coronavirus have been created through a credit and incentive. So the government gives these big corporations and, look, “We’re going to give you a tax write off. We’re going to give you some sort of a property tax abatement. We’re going to give you some sort of a stimulation so that you can help us achieve these, this, this, this, or this”.

And it’s an incredible way that the government can do it because they don’t have to necessarily come out of pocket. If you think about like stimulus checks, that’s the treasury having to dig deep into their pockets to go and cash, give everybody these $14,000 stimulus checks or PPP for small business that’s cash that has to come out of the treasury. With credits and incentives, these are all achievement-oriented. If you do these things, then we give you usually it’s like a 10-year offset to your income taxes. So it’s not necessarily digging into their pockets today. It might be taking a little bit from what they would have gotten in terms of income tax or property tax tomorrow. But it’s a great way to kind of spur the economy. As far as me, let me say a little bit about myself – I started my career in management consulting. I worked with Deloitte consulting, had an excellent career. I was really happy, really happy on the partner track, but my experience was always on the sales side. I just love to sell stuff. I was good at the consulting work, but I was always like, can I get through it so I can go sell something and very, very, very, very good at sales. I got approached by a recruiter when I was kind of on my way to becoming a partner at Deloitte and decided to go run the sales organization of a tech company, that one got bought for $500 million. And I was sold. I was like, well, this is, this is incredible. Like you go to a company and it gets it acquired and you make a ton of money. This is really great. So I loved it.

Unfortunately, the next few, it took a while for my next exit, but I was, I was pretty fortunate. I kind of rose through the ranks of venture capital-backed companies, that’s been my passion. I love sort of tinkering with companies, organizations, and figuring out, you know, you got the sharp machete. You’re in the jungle. You know, there’s some treasure out there, but you don’t really know which way to go. It’s got to start off with the way you got into it. You gotta, you know, you gotta use your brain and your muscles to sort of figure out where that treasure is, and I just got hooked. I mean, it is just so much fun and luckily I’ve been very fortunate in my career. I’ve led the sales teams and had three successful exits. And then I was tapped to be CEO of my last company called Hopscotch, which was in the entertainment, sports and entertainment space.

JC: I’ve heard of Hopscotch.

Laurence: Oh, good. Yeah. Great. So I sold that company back in February of 19, and then I was looking for the next thing to do, and it was kind of my first time ever, that I didn’t go from one thing to the next, or I wasn’t sort of pulled..

JC: You gotta take some time off, man. I mean, you gotta take a break every now and then.

Laurence: I’ve had some good breaks here or there, but I’ve always said, all right, well, it’s always a binary decision. Is this better than this? Okay. I’ll give you that. Is this better than this? No. Okay. I’ll stay doing this, but I had a little bit of time and I really sort of thought to myself, what can I really do? How do I make an impact? And I hope it doesn’t sound cliche, but I believe a lot in a book by Simon Sinek called “Start With Why”. I hope you’ve read that. I hope a lot of your viewers have as well, if they haven’t, they should. There’s also a TedTalk called the golden circle that you can watch in about maybe like five, five or 10 minutes.

JC: I love Simon man. You’re preaching to the choir. I love that guy.

Laurence: It’s a great one. And I saw the Ted talk a long time ago and since I had lots, a little bit of time off after selling my last company, I had time to read the book and I was like, you know what? I got to find something that has a real why. I want something that is going to inspire people that I talked to, investors that I’m working with, employees that I hire, I want something really serious and I want a real why. And luckily I met a gentleman named Brett Markinson, who is a serial entrepreneur, very, very successful man. And he started this company called Incentify. And the story is that he met the son of Max Factor on a golf course, and they were talking about credits and incentives for their own personal kind of financial planning.

And then it kind of, it morphed and became this enterprise company. And then that’s when Brett said, I got to bring in somebody that’s done this before, that can sort of take what I’ve built and bring it to the next level. So I’m fortunate that they hired me in and we’ve had a hell of a run and we’ve got a real strong why and the, and the reason why the why is so strong is sorry I’m not, I’m not letting you ask a lot of questions here, but I’m pretty excited about it.

The reason why, the reason why the “why” is so strong here at Incentify is that most of the things the government is trying to do to help society. I mean, kind of a no-brainer, but whether it’s affordable housing, whether it’s finding some sort of a coronavirus vaccine or therapeutic, whether it’s sustainable energy, these are things that the government says, look, we don’t want to be on fossil based fuels forever, we want to move to wind energy. So what do they do? Actually George W. Bush, one of the biggest oil tycoons ever. He’s the one that actually, Obama gets all the credit, but actually George W. Bush is the one that actually puts together the ITC and the PTC tax credits that are enabling big companies like British petroleum move from petroleum-based products to win.

JC: Yeah

Laurence: British petroleum is sitting on, can’t tell you how much, but multi-billion dollars worth of credits and incentives all to help them move over to wind, which they could never do without these incentives. And you’re gonna say, Oh, well, a lot of people will sit, not you, but a lot of people will say, Oh, well, BP, they’re such a big company. They make so much money. That’s not the point. The point is the government is trying to “incent”, his company BP British Petroleum and I’m using them as an example. I can use hundreds of companies as an example here, but they’re trying to incent British petroleum to say, look, you already have the infrastructure once the energy is produced. Now we want you to switch from petroleum-based products to wind. How are they going to do that? They’re not going to make any money on it. It’s gonna take them 10, 20 years to actually build it.

JC: Well, they have to have a net margin in there. So it’s kind of like that whole penny saved is a penny-earned idea. So, well, let me ask you a question. So how does it Incentify, how does the platform itself integrate? Like, do companies just go on there and they sign up and then it maybe they answer a questionnaire or they put in their industry and it tells them here’s all the different things. You qualify for a click here to start, like, what is that, you know, ground-level look like for a company. And then is it only for really big companies? Is it for mom and pops? Like, tell me a little bit about that.

Laurence: Yeah. Great. Thank you for that. So Incentify those three things really, really well. The first is. Help companies find credits and incentives. The reason why this is a trillion dollar asset class, but only a very small percentage actually gets all the way through to monetization is these credits are very hard to find; they’re at the federal level and those are kind of easy. You can kind of see what the Biden administration or Trump administration or whatever the administration is doing. It’s like, okay, I’m going to work on this, this, this, and this there at the state level. Also somewhat easy, neither easy to find, look up and find, but they’re also at the hyper-local level. That’s where it gets pretty complicated. If I’m going to go put a manufacturing plant in Oxford, Mississippi, I’m going to need somebody that has boots on the ground that knows the folks in the economic development office in Oxford, Mississippi to help maximize. Every single credit incentive that I can get, because maybe that’s a, and I’m not saying Oxford is, but maybe that particular area or location is depressed economically.

And maybe there’s some sort of stimulus to try to get people that please move your manufacturing, plant your store, whatever here, because we need jobs, right? So that happens at a very hyper-local level and that’s where it gets pretty complicated. And that’s where my software comes in. So we built a product that helps companies if you’re going to build a corporate headquarters, build a distribution center, build a retail store, whatever we’re going to help you to first find every single credit incentive. That’s available to you. We then present those credits and incentives to the clients. So let’s take Kroger is one of our clients and they’ve got 3000 or so locations.

They’ve got distribution centers, warehouses. They’ve got lots of physical assets. They got of course a ton of a ton of grocery stores, but we can load all their data in our system. We can tell them, here are the credits and incentives around the country, or even around the world to get some big international companies as well.

These are all the credits and incentives around the country. That you can go after it. But the next problem is that will also help solve is once you have all those, that could be a lot of management, right? How do you, what are you? Most companies will build an Excel spreadsheet, usually they won’t necessarily be able to follow the spreadsheet.

So we built a management system. So you load everything in and the system basically says, Here are your tasks for today. You have to file this document. You have to connect with HR and get your payroll information. You have to connect with finance. It basically makes a step-by-step process for you that you just click run, and then it just gives you a task.

So similar to the way that I run sales organizations in the past, I usually don’t know what’s going on in sales. I hate to say that I probably shouldn’t have just said that, but what I do know is I have all my tasks and every morning I go into that, we use HubSpot it’s similar to Salesforce, but I go into HubSpot and all my sales guys are putting in, Hey, Laurence, we need you to do this. Laurence, read this, review, this Laurence, I need you to talk to this customer. It’s going sideways. Laurence talked to this customer, they just signed say, thank you, whatever it is. I have it all in there. And I always tell my team, if you don’t put it in HubSpot, I’m not going to know to do it because I got too much stuff.

I got too much stuff going on. So that same process is done for our customers. So they’ll know, we’ll build out the workflow for a particular tax credit and incentive, and then they just run that workflow and they’ll just get tasks. Fill this out, do this, do that. That reminds me a lot of the software I use for a payroll called Gusto and Gusto came into my opinion anyway, kind of just obliterated a lot of what like ADP was doing because ADP’s backend was just so clunky. It was very technical and Gusto made a very user-friendly workflow, task-oriented style. You know, telling you what you need, like kind of holding your hands with the process, but in a software, which I thought was really cool. But even for like PVP loans, you know, I would log in and it’s like, Hey, we’ve already done this for you. Here’s the PDF, download it, give it, you know, put this, upload, this your application it’s done. And while I was like, wait, what? And so it kinda sounds like your software has a very familiar usability to it. Am I correct? Is that kinda like it’s intuitive. It already knows what to do. And it’s just like, Hey, click here, we’ve done what we can now you got to fill in this part, you can submit it. Boom done kind of thing. Absolutely. Now some of these credits and incentives are really complicated and in those cases, that’s when we work with advisors. So we cannot, we actually, what we tell our clients is work with advisors or work on your own or work with some combination thereof.

And we’ve done a really good job of that. They’re the biggest private company in the world. I don’t know if you’ve heard of them or not. Some still haven’t heard of them. 80% of what’s in a McDonald’s is, is made through, through Cargill. So that allows, that kind of gives you that they’re in in 70 countries, multiple operating companies per country, bigger than Coca-Cola. So all depending on the price of soybeans and sugar, they go, they go back and forth one and two, but Cargill has standardized internationally using our product. They probably have about 20 different advisors that they work with, all of which are now, but Cargill has a centralized view of everything that’s happening around the world. They know exactly what their credit and incentive portfolio looks like. And something that’s really important with credits and incentive is this thing called the carry forward schedule. So the CFO will often ask, well, how many credits and incentives are we going to be able to monetize next quarter? Most tax departments will build a panic.

They have no idea. We don’t know. It’s almost like, you know, if we get it great, if we don’t, so whatever.

JC: What industries, you know, even have credits and incentives available to them. So for example, you mentioned oil, you know, I had a client that had that, that does a service that’s similar to your software, right? Cause you guys have found a way to automate it. I had a client before that does it. And they, they. Dealt with, you know, fast food chains. Like McDonald’s, Arby’s, you know, things like that. Right. Because they were getting credits to hire like either maybe sometimes felons sometimes at low-income areas because the sea rises all boats kind of thing.

And so I know that from talking with them that those were things that were available and they were showing that my question to you is, for example, I own a marketing agency. I wouldn’t think to myself that there’s credits and incentives for industry like mine. Question one is there. And then secondly, you know, is there industries that there’s absolutely nothing for that I guess how broad is this spectrum – people listening? Should they even, should they even go try to find out or is it only a few different industries that get this?

Laurence: Yeah, it’s such a great question. So let me, you said a lot of things there and you’re right. You’re right on track. By the way, the tax credit that you’re talking about for hiring formerly incarcerated, Individuals is called WOTC.

It’s the worker walk worker opportunity tax credit. And it, and that’s exactly the type of thing that I’m talking about. Getting folks that are, are having a real hard time, getting a job, have them get a job, give them a chance, get them back. Don’t put them back in the, in the prison system. Let’s get them working and confident and having purpose and all that stuff.

Again, back back to my “Why”, that makes me super happy that I can look in my system. And I can tell you that through the credits and incentives that are being managed. In my system, we have more than a hundred thousand people that have been put back to work. And I’m not saying that that’s because of us, I’m saying that that’s because of my clients.

JC: And the WOTC program is industry agnostic. It doesn’t matter what industry you’re in. If you were at you’ll hire under whatever rules that they set forward. Of course, I’m sure you have to follow that. But any industry, any mom and pop, any big enterprise could use the WOTC, the WOTC credit. Work off your tax credit too. That’s just one example, right? Like, so anyone could use that one, right?

Laurence: Anyone can I use that one and I can tell you with complete confidence that many folks are not getting anywhere near what they should be getting. I talked to a big company just the other day. They’re in the, uh, I don’t want to say the name of the company, but they’re in the recyclable space, the trash and sort of the trash business. And they’re getting a fraction of what they should be getting from WOTC because of the nature of their business and the people.

JC: What could they be getting? Let’s put some numbers to this. Give me an example. Let’s say, for example, A company hires through the WOTC program, right? Let’s say they hire someone at, you know, $20 an hour or whatever to do whatever work.

Okay. What do they get back in terms of credit? Like what’s the scale here? I mean, how financial..

Laurence: $9,200 per employee per year is the credit that they get back.

JC: Wow.

Laurence: And if you’re talking about companies that have 5,000 employees, 10,000 employees, those numbers add up real quick, that’s a good amount of money that comes up.

JC: Right. So that’s against their taxes, right? Whatever their tax liability is at the end of the year, each employee that it qualifies for that they would come back 9,000 and change or whatnot from that.

Laurence: It’s a ton of money and it really does. And that’s the thing the government is saying, look, we know you don’t necessarily, if it’s comparing apples to apples, we know you’re going to take the guy that has never been in prison.

But give this guy a shot and we’re going to give you $9,200. Hopefully that may, and a lot of companies are like, Oh, okay. That makes sense. Let’s do it. And by the way, it’s not just formerly incarcerated prisoners. It’s a lot of other types of disadvantaged workers.

JC: Like what, could you example then?

Laurence: Yeah. Someone that has been on I’m on disability. So someone who’s, who’s kind of coming out of, you know, disability they’ve been on disability for, for quite some time folks that you good for..

JC: Well that could be good for like software companies then, because I mean, being remote, you know, everyone went remote. So maybe someone who was in a wheelchair who couldn’t get to work before can now be at their computer at home and the company would benefit from specifically hiring them.

Laurence: You got it. Exactly

JC: That’s awesome.

Laurence: And again if we go back to the “why”, I’m just so proud of, in fact we’re working, we haven’t done this yet, but it’s on my product guys know that I really want this done. I want the dashboard in my office that shows like I want to see it when people walk in, I want to show like our clients hired this many disabled people formerly incarcerated, but whatever, whatever it is, a live count. Like a live count. I want to say the other one that’s really important to me is the environment. So how many pounds of CO2 have we taken out of the air? You know, New York state. I always talk about this one New York state before, right before the big lockdown, New York state, they might’ve canceled it by now. I haven’t checked, but New York state had a credit. If you build an electric charger, if you own a parking lot or you own a, if you own a parking garage and you put electric charger in New York state would pay 90% of the freight, like 90%, like, okay. You know, like that’s, that’s pretty cool. Yeah. That’s, that’s really cool.

JC: Well, let’s transition to the, you mentioned the lockdown. So let’s talk about COVID. How did COVID affect, you know, your company specifically, but also the industry? I mean, were there a lot more examples of these tax credits that popped up because of COVID and then how did Incentify, you know, did you guys do better because people were paying more attention to that stuff. Like, you know, cause I know a lot of companies are scaling back, so they were looking for any way to streamline and obviously it sounds like credits would be a great way to do it if they even knew about it. Right. So how did COVID affect you guys and the overall industry?

Laurence: Yeah, such a great question and it, you know, just like everybody else, we all panicked when the lockdown happened. We’re like, Oh my God, we’re gonna, we’re gonna lose everything. It’s going to be awful. We ended up, luckily being able to help a lot of companies that were also in trouble and because of that, our business actually thrived. And I don’t mean that with any, any ego. I’m just saying that we were able to help people, a lot of companies that had never gone after a credit and incentive before all of a sudden said, “We’re crushed, what do we do?” You know, like, you know, strategic meeting, CFO, all the managers in a room, CEO, everyone in a room with these big fortune 500. So what do we do, guys? What can we do? You know, someone raised their hand, how about credits and incentives go get them, right? And then it’s like, Oh God. Now what do I do? How do I get them? It’s not, it’s not as easy as it sounds.

You can call it. You can call an advisor. Here’s the problem. A lot of folks will call an advisor. But that advisor, even the big guys, even the, even, you know, my Alma mater, even like, you know, Deloitte, Deloitte will probably say, all right, let’s go after the, let’s help them with the ones that we’re really good at because they’re, again, they’re very complicated. And there’s advisors who specialize in these different types of incentives, the WOTC credit that you mentioned, there’s, there’s people out there that all they do is WOTC credits because it’s complicated. The calculations are hard. The audit that passing the audit from the government is hard. It’s all really difficult.

So then, so the audit is that you have people that are specializing and, and a question that you asked a little bit earlier, and then I’ll finish the question that you just asked. Now you said, can all companies benefit from credits and incentives? Well, it’s interesting. There’s another company, similar to ours that just got an unbelievable valuation, $500 million valuation for coming. It’s been around just even less time than we have, I think. And all they do is one credit. They do the R and D tax credit for small businesses for startups, right. Companies like mine. And it’s a pretty simple marketing pitch. They send you an email and they say, and this could be good for you too. Right? “Hey, you’re a small business. If we think you can get around, you know, put your number in there 50,000, a hundred thousand, whatever it is, all we need to do is a little connector into your ADP or your whatever your payroll system is a little connector into your, maybe into your github. If you’re a tech company like mine, we just need to know how much money you’re spending towards new product development, and then we can give you money back”.

Now you could say, “Oh, well, a lot of startups, like Silicon Valley startups don’t make any money. So they’re like, Oh, it’s not for us. I don’t know. It is because in 2017 there was a new rule that was passed where you can actually take a cash rebate. It’s called a refundable credit cash, cash In your hand, write you a check. Here you go against your payroll.

So any of the developers that have been working on a new product, which like coming like mine, it’s like most of it, unless it’s like bugs or things, hopefully, we don’t have a lot of those, but anything that you’re working on with new products, you can basically take, uh, either an offset here, income tax, or you can take a refundable credit for payroll tax. So for a company with 20 employees that are, let’s say 80% of those 20 employees are working towards new product, it could be 50,000, $75,000 that they’d never had before.

And this company, this just got the incredible valuation. They’re pretty smart. They’re like, look, you don’t do anything. You don’t pay anything, just hit the button. And if we get money, you win. And then we get, we’ll take our cut. Like they take 20% or something like that.

JC: But it obviously does apply to people who’ve been doing R and D and whatnot, but knowing that a company like that exists can encourage some companies to start, you know, cause they thought, you know, maybe where that financial barrier started, they’d say, well, we can at least get X amount back once we do this kind of thing, right?

Laurence: Now for us, that’s pretty cool. But what, you know, it’s even cooler when you can work with a big company, you can say, oh, it’s not just one tax credit. We’re going to go after thousands. And some of our customers, we have some big customers. We have Viacom, CBS. We have Sony, we have Tyson chicken. We have, I mentioned Cargill. We have, we have a ton of really, really big manufacturers, retailers. I mentioned Kroger international paper. We have a lot of customers. Some of them are managing billions in our system, billions, with a B like, it’s not, we’re not talking about $50,000 here and there. We’re talking about, and some of our customers, it’s great when you talk to them, cause they’ll say, you know, before your system, we had no idea. We thought maybe we had 100 million in credits, we weren’t really sure. After we got every single operating company, every single area it’s in the billions. And that is really exciting for everybody involved.

JC: Yeah. That’s incredible. Let me ask you a question. I’m a marketing guy, you know, I specialize in the whole B2B tech marketing stuff. So I’m, you know, when I get to talk to someone like you, like my ears perk up my tail wags cause I love hearing about software, right? I’m just that geek from the Bay area originally. You know? So my question is this though, you came in a little bit later, uh, to the company right now. What are you guys doing to get yourself out there? I mean, you know, there’s so many companies, like you said, who have no idea that these exist.

So what kinds of marketing are you guys doing? To get that word out there so that mom and pops all the way up to big giant companies even know that these exists and to try to use your platform, you know, what, what are some of the things that are working best for you right now?

Laurence: Yeah, well this is one and I, again, I really appreciate you having me on the show that the press that we’ve been getting lately has been outstanding and I’ve been trying to push in the press quite a bit. I want to be kind of a counter-voice to the voice that’s out there. A lot of folks, if you think of like AOC, they’re the Congresswoman from New York or Bernie Sanders, sorry. Senator from Vermont. Of course, a lot of folks, those two in particular are very anti credit and incentive and it makes people kind of back away.

So, what I’ve been doing from a marketing perspective is taking the, taking the counter-argument and their argument goes something like this, they’ll say, you know, AOC will say, she’s got an incredible following. She’s done an incredible job. You know, a lot of things she does are amazing, not knocking her at all, not even a little, but on this particular case, she really has it wrong. So she’ll say things like, “Oh, Jeff Bezos is so rich and therefore Amazon doesn’t deserve any credits and incentives”. And that is just. Ridiculous. And let me, let me, let me explain why, and I love getting this out in the press because it know then all of a sudden there’s, there’s lots of, lots of people are talking about

JC: Well, there’s two sides to every concept. So yeah..

Laurence: It’s just such a simple sound bite that they, the did politicians use. And again, I don’t mean to disrespect, but I wish that they would sort of dial this in with a little more intelligence. Amazon has probably more credits and incentives than any other company in the world because of the number of distribution centers and how prolific they are building.

If they want to put a distribution center in location A because that makes the most sense for them. They know exactly where they want to put that they have all the information systems. They know, they know their supply chain inside and out. They know exactly where it is, but if there’s an area that’s 30 miles East of location A that’s depressed and has the economy’s bad, there’s no jobs, it’s become a bad thing or a bad place. And the government says, look, Amazon, we know you want to put it in location and we get it. We understand why you made it very clear. We want you to put it in location B and what will it take? That’s not Jeff Bezos being the richest person in the world. That is a hyper-local event that the government is trying to push Amazon to move from location A to location B.

So if Amazon says, well, that’s going to cost us more money and drivers and in gas, and then slowing down our deliveries and the number of Amazon prime people that pick up Amazon prime, whatever right? They have their reasons why, but if you give us a 10-year property abatement, In the amount of a hundred million dollars that would offset some of the loss that we’re going to have in our business.

And the government says, you know what? Okay, fine, federal, we’ll give you 50 million local. We’ll give you, you know, state, we’ll give you 20 million local. We’ll come in and finish the rest. But you have to promise that you’re going to hire this many people at this wage by this time. And what does Amazon do? They do the business case, just like any successful organization. And they go, okay, we’ll do it.

JC: It’ll be beneficial negotiation where Amazon can save and cover, you know, offset, but then also the local economy, like you said, you didn’t get a really bad neighborhood that all of a sudden you put some anchor business like that in there, and everyone has jobs, all of a sudden that didn’t kind of thing, right? That’s a general idea of what you’re saying?

Laurence: Absolutely and it’s beyond and by the way, think it through a little bit further. It’s not just the jobs at that distribution center. That’s good. Like let’s say they hired 5,000 people. Great. Awesome. Get those people off the street off of welfare, off of whatever.

Now they’re working in a distribution center. Cool. But what happens all around that distribution center, lunch places pop up dry cleaners, pop up, rental apartments, start building some gentrification occurs. Some people start moving into that area. Some executives come in and maybe they build a school or charter school. Now all of a sudden school system starts to look a little better. All of this is happening at the micro economy level. It’s not Jeff Bezos and his $90 billion or whatever he has posted worse. It really is the people in that town that the government needs to get back to work. That’s their job, right? The government’s trying to help us.

So if they can move at, so what pains me and you asked a simple question, I’m giving you a very long answer, but what pains me is when politicians take that as, ”Oh, look at Amazon, they have. They have a portfolio of, I don’t know their portfolio. I don’t work with them. They have a very sophisticated team that’s doing this better than most other companies I’ve ever seen, but they must have, you know, tens of billions in credits and incentives in their portfolio. And they go after every single one precisely for this reason, though, exactly what you said is there to analyze the business case. And if the government says, look, you know, it’s not really worth $10 million property tax abatement for you, then they’re going to say great then we’ll put it in the location we wanted to put it in. And we don’t really care what the credit incentive we need that for our customers. So that’s one thing we do. So we’re in the press quite a bit. And again, I really appreciate you having me on, on the show today. The other thing is we, we have targeted the bigger companies for now because they have the messiest and they have the most to gain and the messiest credit incentive portfolios.

So we know. All the tax people, all the finance people, all the CFOs in the fortune 1000 and we’re attacking and pressing and pushing the messaging into those, into those folks. But you’re right, the next step, once we get all of those accounts up and running and going, then we’re going to go a little bit lower and we have a new offering, which is pretty exciting and it’s a no-cost offering similar to the, the company that I mentioned earlier, where if the company gives us their economic data, high level redacted, whatever. We can look at their job information for things like WOTC. As you mentioned, we look at their capital expenditures in the different regions.

We load it all in our system and then the system can figure it basically plots it on a heat map. You look at all the locations, it’s very easy for us to come up with. Okay. This is what your incentive portfolio could look like. We also work with advisors. So on the other side, the other side of it, we have advisors.

Ryan LLC is the fifth largest advisory in the world, but just behind the big four, Ryan, we did a strategic partnership with Brian just a little while ago. So for some of these tax credits and incentives, they’re very complicated. Even if you have a system like ours, You still might want the counsel from an advisor and we allow advisors to connect into our system.

JC: So it’s like having, it’s like having QuickBooks, but you still need to CPA, you know

Laurence: You got it, you got it first for some of them, some of them are very easy. Some of them are very difficult. WOTC is difficult. R & D is difficult. You know, a lot of these enterprise zone credits that the Trump administration put in place and they’re a little difficult.

So you got to find specialists in all these different areas. And so we pulled in all the best advisors, Ryan being, our main partner for broad-based strokes. But in very specialized areas, we have other, other advisors as well that can help out and really guide, guide the conversation with the local economic development offices in all these different jurisdictions.

JC: So let me ask you a question here then when it comes to the future of this. So, you know, you’re in a, you’re in an industry that can change on a dime, right? It can change with politicians. It can change with the economy. So, you know, where do you see first, the incentives industry, right? Cause you have some competitors and obviously you guys are big in the space too.

Where do you see that going in the next four or five years? You know, with either the current administration or if there’s a change, like, do you have kind of a forecast? Do you see certain incentives that maybe aren’t out yet that you think will hit? Do you see some that are here now, do you think will be repealed? What’s the future of that?

Laurence: Yeah. Well, it’s such a great question. The good news is regardless of the administration, and regardless if it’s Republicans in the white house or Democrats, credits and incentives are the best way for the government to kind of move the economy forward without any liquidity requirements.

As I mentioned, kind of earlier, no, no reason the treasury doesn’t have to go print a bunch of checks. So especially now with the way where we sit with the deficit, that’s just gone up and the, PVP three, as well as the stimulus three, that’s gone out. You know where we’re in a spot where it’s gonna be difficult for us just to kind of write checks to a bunch of companies to do what the government wants them to do without inflation starting to rise.

So, you know, the administration and the economists that are there are starting to think about that. So the best thing they can do is, is a credit incentive package and regardless of it’s Republican or Democrat, credits incentives have always been used. So what we’re seeing, we haven’t seen it yet, but it looks like the Biden administration where we’re trying to get as much information as we can very focused on, you know, Biden’s green initiatives, similar to Obama.

And so we’re, we’re super excited about that, especially with the customers that we already have in place, helping them sort of navigate the big federal credits, but outside of the federal credits, there’s so many other credits at the state level at the local level, as, as I mentioned, as I mentioned earlier, so regardless of the administration, we’re going to be fine. And we’re going to help. We’re going to keep helping to guide our customers and using our technology with the credits and incentives that come out of Washington or their state or local government.

JC: Yes. You know, like I said, I had a client who did something, somebody you guys more of a service-based. I think they probably fall on what you would call advisors more than anything. And they used to tell me that. It’s a very bipartisan issue. They’re like a, you know, things, it can tweak. They’ve seen it tweaked during certain administrations, barely, but ultimately they’re, you know, Republicans like it because it gets people back on their feet and off of the system and Democrats like it because it helps out disenfranchise people.

So like both sides was one of the few things they said that that actually brought both sides together. One of those policies. So I think that it’s good for the future of your industry, which is great. Now let’s talk about the future. That’s my last question. The future of your company. So, you know, my audience likes to hear about new things coming on before other people, this podcast might actually be a couple of months delayed anyway, just cause we’ve got, you know, a queue here running so by the time people hear this, what you might tell me now might already be out. What do you have like in beta? And like what’s a new feature or something coming out or wishlist that you really want to add into your software? That, when people finally hear this either it’s already hit or it’s coming out soon.

Laurence: Yeah. Great. What a great question. And I guess what I’m, what I’m comfortable sharing is a lot of stuff that we’re tinkering with the mad scientist.

JC: I have to ask, I have to go for it man.

Laurence: I know you have, you have to try, right. The mad scientists are working away. But what I will say is we do three things really well as I mentioned earlier, discover new credits, managed credits and then analyze and monetize those credits, all the reporting and analytics and monetization. We’ve been very focused on the discovery piece because it’s really what we found from our customer base. It’s what they need the most. And I think it’s, it’s the thing that’s going to drive the “why” of our company and ultimately what will make us successful.

So we’re doubling down on the discovery area of our solution. So being able to pull economic data. We were in the process of building adapters to two most major ERP systems, whether it’s SAP, or co-financials or something else. So we can easily pull data from our customers, attach APIs into their general ledger so we can pull invoice. Sometimes you have to prove to the government that will show me the invoice on that. Oh, you, you spent a hundred million? Show me, right? So how do we pull that from general ledger without having to call somebody up and say, “Hey, can you load all the invoices that then can you make sure they add up to a hundred million? Like we don’t want to do that. It would be a task, our system I’m playing a little bit, but, so we’re trying to make everything as automated as possible because what we’ve found, I think our biggest inhibitor to our success and our client’s success is that nobody has any time. There is not a credit and incentive department at most of these companies, a couple of companies have it. Amazon has it. Cargill has it, right? Some big companies have it, but most companies, 95% of companies, it falls in the tax department.

The tax folks are like, dude, I’m busy. Like I don’t have time to go chase all this stuff. Like if you can help me. Cool. If you can’t, I don’t have the time. That’s why only 10% of his trillion-dollar asset is being monetized because people are busy. It’s hard work.

They don’t know how to do it. And when you don’t know how to do something, usually that falls to the bottom of your to-do list. It’s just human nature certainly happens for me. If someone asks me a question, I don’t know the answer to, I usually like “Well, and I’ll get back to you later, right?”

I think that’s just human nature. So, what you’ll see maybe when this goes live, or, or maybe a little bit after is a renewed focus, not a renewed focus, but an extra focus on the discovery side and making things really easy for those tax, the tax teams that don’t have a dedicated department of credit incentive folks.

JC: That’s awesome. Laurence, listen, this has been incredibly useful interview. I know, actually I want to check out your software for this because I’m curious, you know, what is my company qualified for? You know? And so I’ll have an offline discussion with you about that, for sure. How can people reach you either personally or the company, if they’re interested in either reaching out for partnerships with you, or if they are interested in just simply signing up.

I mean, we give the audience a little bit info on that.

Laurence: Yeah. Thank you. Thank you for that. I appreciate it. So our website is www.getincentify.com. Although we are moving to www.incentify.com, we just got the domain, which we’re super excited about. It’s not depending on when this airs it’s one or the other.

But “GetIncentify” should resolve either way. If you want to get a hold of me, Laurence.Sotsky@getincentify.com (Laurence with a “U”.) I would be happy to respond to anybody that wants to talk about credits and incentives? You can tell I’m pretty passionate about it. Everyone at the company is fired up and we want to make sure that every single dollar allocated from the government makes its way all the way through these big corporations to main street America. That is our mission and we will complete it. And I really appreciate you taking the time and letting us talk a little bit about incentives.

JC: That’s awesome. Laurence, thank you so much for being on the show, sir. We’ll talk soon.

Laurence: Great. Thank you, JC.

JC: All right. Bye-bye.

infinityadminEpi 24: Credits & Incentives for Public Partnerships – Laurence Sotsky, CEO of Incentify
Ep23-MarwanForzley-Veem.jpg

Epi 23: Easy Payment Solutions for Businesses – Marwan Forzley, Founder & CEO of Veem

Learn more about Veem at: https://www.veem.com/ 

Find Marwan Forzley on LinkedIn here: https://www.linkedin.com/in/marwanforzley/

JC: Welcome everybody to another episode of the Future of BizTech. I’m your host JC Granger, I have with me here, the CEO of veem.com, Marwan Forsley. Marwan, thank you so much for coming on the show. Happy to have you on, why don’t you start with telling our audience a little bit about yourself and your background, and then just kind of what motivated you to start Veem?

Marwan: Thank you JC for having me and good to see you. I started Veem in 2014, I used to own e-commerce for Western Union. Got into a senior and through an acquisition with a company called eBillMe, which I founded and sold to them. I’ve been in startups and big companies throughout my career. I’ve been in payments for a long time.

One of the reasons we started being Mr. Make it really simple for businesses to pay and get paid. The vision is really simple. When you go to buy coffee in the morning, you don’t think of how you do it. You just pay and you move on, your mind and thinking about emails and calendars and things you have to do, but your mind is not fixated on how you pay. When you actually do business payments, whether you’re doing it domestically or globally, it’s the opposite issue.

In your mind you have to think about: How do I do this? What kind of information do I need? How much is it going to cost me? When is it going to get there? I got my shipment on time, et cetera. There’s a lot of things you start thinking about and to experience flips from really simple, to really complex.

So what we want it to do is to simplify it for businesses so that they can pay and get paid domestic and international cross border all by email, like dumb it down so that it’s really simple to send money around. That’s why we started Veem.

JC: That’s interesting. And would that being said, you know, can you talk a little bit more about how you simplified it? Right. I mean, what did you see as the issue before you created Veem? What was so complicated about it, and then how did Veem solve that?

Marwan: Yeah, let me walk you through what customers did before Veem and what, and how they do it. Within the Veem environment. So if you are a business, for example, and you want to pay one of your suppliers, think of China or Germany, as you know, some of the suppliers you have, what you did today is you go to one of the banks and you send a wire out.

So the way you do it is to, in order to send the wire, you have to pick up a whole bunch of information on the receiver that you’re sending money to. So typically the receiver’s name address, IBAN, Swift codes. You got to think about the currencies, do I send US dollars or do I have to buy foreign exchange, you know, RMB or Euros and send it out, and think about the fees that are applied for that bank wire. And then you have to think about cut-off times. Do I do it, you know, before 1:00 PM PST or 5:00 PM Eastern. So that makes sure I get it in before cutoff for the day. And then once you actually send the money, you don’t really know what happens to it until the supplier that you’re sending money to, tells you, hey, I received your money. Other than that, you don’t know. So, what we’re solving for is how do you make that experience simpler? So the way we designed Veem, you sign up, we do authentication on you to make sure that you’re a business, a legitimate business, and then to send money to China or Germany, essentially, all you need to do is enter the email address of the recipient and the amount of money you have.

That’s it. So I type in you know what I’m sending money to ABC corporation in Germany and $10,000, the company in Germany, ABC corporation receives a notice that you’re getting paid and then make a decision on how they want to get paid. Do they want it and Euros or US dollars? Do they want it in their bank account, their card, or in their wallet.

And so it gives them a bunch of choices to work with. Once ABC decides that “yeah, I’m going to pick up that money from you”. We then start routing the payments from the sender to the receiver, the best way to think of this like a good analogy is if you think of how consumer peer to peer systems work, kind of like if you think of Venmo, Square cash, Zell, Wechat pay, Alipay like that type of work for businesses.

So we have customers that, you know, used their bank to send money out and found it complicated. And then like the experience it’s friction for them and their suppliers. And so they log into Veem to send money domestic and cross border, to pay suppliers by labor, to do intercompany transfers. Some of them use us to collect money from their buyers. So that’s how the entire experience works. All of it is designed around the same principle that I gotta be able to pay and get paid anywhere – all by email, just keep it really simple.

JC: Yeah, because that does remind me of, I received an email one time from, I think like cash app or Zelle was one of those things where it just came from email and that’s all it was. It was a more of a peer-to-peer style and that’s all I needed to do to receive that money. So that’s kind of what this reminds me of, like you were saying so long story short, it sounds like you took the simplification of those peer-to-peer money sharings and you put it into a business form. So specifically it sounds more for international, right? So to keep things more organized, I mean, I imagine you could do domestic as well, but it sounds like it solves an even bigger problem with international payments. Is that about right?

Marwan: There are different types of issues. So we solve for both domestic and international. We have quite a bit of domestic volume actually, in addition to international and we’re solving two different things in domestic markets, you kind of solving for customers that used to send money by check or by bank wire.

And you’re giving them something simpler to work with that’s more better user experience, better UX, UI, and marries that data and the payments together. When I send the payment, I’m actually also sending the data with that payment. So you know, that this payment that I receive. And when I have the contract with it or the invoice with it, I know that this payment belongs to that invoice and I can track what happened to that payment.

So we do it and internationally, it gets more complex because there’s foreign exchange in the middle and there, where you end up where it gets more complicated is because you’re dealing with foreign exchange so you need to understand who pays for the foreign exchange. Is it the payer or the receiver, at what rate and what countries?

And when I send the money, who is converting it? Does the sender want to convert it, or the receiver wants to convert the foreign exchange currencies? It gets even more complicated because depending on the amounts, there are different regulatory regimes around the world that dictate what can happen to that money movement, which you don’t, you know, when you’re doing it domestically, you don’t have the same amount of time.

JC: Sure well let me ask you a couple of questions about this. So I love how efficient it is. I like the communication real-time, like you said, Hey, you know that the receive date, you can get a notification I imagine so you don’t have to wait for that vendor to say, yeah, we got it. Or they just fall off the earth, but let’s talk about protections for it. Like PayPal, for example, if I pay somebody through PayPal and they do not give me what I paid for, PayPal has their own insurance basically, to cover that. Does Veeam have that built-in? And if not, then does it tie into something that can protect someone for an international payment that was sick? Cause you know, it’s not a wire right. Directly from bank to bank, but how does it work if somebody said, well, what if I’m doing my first business with a company in China or Germany or Australia or wherever. Do they have any protections in place that are covered either by international stuff or banks or by Veem? How does that work?

Marwan: So the most important thing is that we are regulated. We have money transfer licenses in every state, in the US and we have other licenses we work within other markets. So as part of that, we have to make sure that there is oversight on who to send money to and how we send the money.

So we can, if you, for example, login and you want to send money through someone who ends up being a fraudster, the system is scanning for that, and we’ll shut it down to protect for cases where the new recipient you’re sending money to is not a legitimate party. And that’s part of the security of the system.

The other thing that’s important about the security here is that the payer and the payee do not know each other’s bank account, which in a typical bank wire, the payee has to exchange their bank account information with the payer. The payer then just sends that money to the payee.

In the system, each body is protecting their own information by putting that on the network. And the network does the money movement for them. When you actually send them money, we do not send the money unless all the basic criteria checks out. Is this the right sender, and the right receiver? Do we have all the KYC requirements? Do we know why this payment is being sent? All that needs to check before money is sent.

When you actually send the money, if it turns out that this is the wrong party or the party that you sent money to did not ship you, these are processes that sort themselves out between the payer and the payee. Our job here, we are the payment processor facilitating the movement of funds in an experience that’s simpler compared to what they have today, which is bank wire.

Same process, by the way on bank wire. If you actually ship, if you send $10,000 to someone in Germany and that party in Germany did not ship you the goods, you have to sort it out with that entity in Germany, the bank can help with refunds, can help with figuring out how to recall payments.

But that process happens between the two parties that are negotiating with each other in response to a contract that they signed between each other.

JC: Sure. Okay. And I do like that there are some protections in there because I know a lot of small business owners who have been, you know, on the bad end of the stick there, you know, sending money overseas, and that company was, you know, It seemed legit and then they never hear back from them, you know, things like that. So I guess that is a good transition to your next question is, do you guys specialize more in enterprise, like big fortune 1000 companies, or are you really focusing on the small business owners? What’s your preference?

Marwan: We focus on small and mid-market. Businesses, primarily, they tend to be a lot of e-commerce startups. E-tail import, export online business services, and they use us to pay a variety of different types of receivers from suppliers to labor, to intercompany transfers. And again, some of them use us to actually collect funds from their buyers, but generally, the bulk of them, the bulk of the initiators, the ones that send the money or request the money are SMBs.

Sometimes they send money to larger companies and that’s part of the way the system works. But the focus on the initial accounts are basically SMB focused.

JC: Got it. Okay. And then let me ask you one more thing here. Um, you know, we’re obviously coming out of the tail end of COVID right now, you know, by the time this airs, hopefully we’ll be even closer than that, but my question is, how did Veem do during COVID? I mean, you know, what did you guys take a hit, or did you find that companies were using you more than they did before? You know, just what happened with you guys when it came to all the different effects of COVID?

Marwan: So COVID actually did very well, like the wonderful actually for companies that are virtual, it had a hard hit for companies that are dependent on physical exchange of goods and services. So like things like physical retail and travel and these sectors got badly hit. Our portfolio of accounts had more virtual businesses. And so we actually benefited from the shift of traffic that happened to these businesses that are virtual, that did very well during COVID their business.

It’s fueled by two primary use cases. E-commerce became very prominent during COVID because you know, people shop online. And then the second thing is remote labor. Cause you know, without offices, people started looking, businesses are looking for labor they can find, and that labor doesn’t have to be in the geography you’re in.

And that created payments in general to labor, to the labor use case to actually increase in size significantly.

JC: Very cool. Okay well then let me ask you this too. I mean, that’s good for you guys. That’s fantastic. Obviously being a platform provider, you know, and I mean, I know that there’s an empathy there where it’s hard to know that so many businesses suffered, you know, sometimes I feel like some people have almost like survivor’s guilt a little bit business-wise like when their business does randomly really well during a time where so many are going under, but I think it’s important for people to remember that, you know, you might be doing well, but it’s because you’re providing something for companies to help them stay alive, right? Like, you know, that’s a big deal. So I’m glad you guys did well because you’re obviously helping other businesses, you know, stay above, uh, above water on that too.

Now I’m a marketing guy. I’ve owned a marketing agency for like 11 years now, uh, been doing it for about 20. And so I always ask, you know, what kind of marketing is Veem doing to get itself out there. I mean, you guys are already a kind of a larger company. I think in the previous interview you had told me, you guys are not like one to 200 employees. I mean, you guys are doing pretty well. It sounds like, but what do you guys are doing to tell small business owners about yourself? I mean, is it paid ads? I mean, what kind of tips or tricks can you give to the audience? Because a lot of people listening also have their own platforms and sometimes they’re not at your level yet right, but they want to be there. So. Is there anything that you did marketing-wise that really got you guys out there hard and fast, that you’d recommend to anyone?

Marwan: A good chunk of the growth has been coming from existing customers that actually really like the system and bring other customers to the platform. And that’s one thing I would encourage, you know, listeners and generally anybody that’s building a business. One of the things that’s really hard to do is constantly acquire customers all the time. And so when you have a model where customers are delighted and they have a like experience, they really like, they actually help you out and bring other customers to the platform.

So that’s that’s number one. Then the other thing we’ve done is partnerships. We plugged into Quickbooks, Zero, NetSuite, Magento, you know, things we’ve done on the integration side too, to make the experience within the context of what you use today. And that’s something that helps in that kind of acquisition because, you know, and QuickBooks, why assign up to Veem and do it independently when you can do the transaction from QuickBooks and same thing with NetSuite environments you’re in.

So that is also important. And then the other thing is just being present, especially in digital forms on the web, you know, SEO, SCM, molded, general acquisition, tactics to acquire customers are things that we are quite plugged into to get this, the initial sales coming through digital forms and web-based forms.

So that’s the general layout. Some of it is from customers on the swamp partner. Some of is from web-based activities that we’re engaged in.

JC: Very cool. Being The Future of BizTech podcasts, we like to talk about things that are kind of coming down the pipeline. So the first question I have is actually a general industry question, you know, have you thought of, and where do you think the, just maybe the business payments industry in general will be in five years? I mean, do you see any kind of radical changes that are going to be coming? Do you see any, you know, technology that’ll help with things? I mean, in five years from now, where do you think just the industry as a whole is going to be going when it comes to? Is there anything that you foresee?

Marwan: Yeah, I think there’s a lot of interesting moving pieces here that are, I think are going to be quite a bit stronger in the next few years. I think there’s going to be more demand for real-time payments – domestic and international, there’s going to be more demand for wallets. Wallets offer flexibility to the user to figure out how to deal with their funds. And that’s why you’ll see the emergence of like neobanks and ways to, if you have money in the wallet, how do you use that money on a network or off-network?

You’re going to see the increase of cards in B2B environments. Historically cards have been more of a consumer. An e-commerce type consumer and commerce type environment. You’re going to see more cards in B2B world. You’re going to see less checks. And I think there’s going to be a lot more emphasis on tailoring your payment needs to the environment that you’re in.

Like, you know, think of payments as a service that’s plugged into somebody else’s service. The same way when we were talking about Net Suite, for example, if I’m inside Net Suite, and I want to do a payment, you know, payment, Veem as a service available to you through NetSuite. So it’s plugged into the environment that you’re in.

I call it like that integration model is something that I think you’re going to see a lot more of. So these are all like growth initiatives I think are going to become bigger things in the future. I would say one more thing that may sound quite futuristic at the moment and I think it’s going to be more for reality down the road, crypto Bitcoin.

JC: I was going to ask about that. If you didn’t say anything, I was going to ask them, but what about the integration and conversion of B2B crypto?

Marwan: Yeah, I think you’re going to see more of that as well. I mean, I think Bitcoin is here to stay. It’s going to be a player. It is not going to be the end all be all, but it is going to be a rail among a number of fails and it’s going to be a payment type that will exist in the future.

JC: And that brings my next question then is so that’s the general industry. What about Veem again? The audience that I have, you know, they listened for a reason that they want to hear about some things coming out. You know, this will probably air a couple of months after we talk, right? So what can you tell me right now as to what you guys are working on? You know, what’s going to give you that edge. What are some new features or processes or something that’s coming out with Veem that people can look forward to, or by the time they listen to this, will already be available.

Marwan: We are big fans of giving options for the payer to pay with whatever payment type they like and same thing on the receiving end. So for example, we’ve had the ability to pay from your bank account through a check on all your bank ACH. We’re adding cards, so you can pay with card and on the receiving end, you can receive on the card, receive through your bank account, or receive by check.

JC: I could receive on a credit card or debit card?

Marwan: Debit card

JC: Okay. That’s interesting. That’s really cool on the receiving side

Marwan: Customers like that because that’s where the payment. And so these are cards is that payment type that we’re integrating on both the payer side and the receiver side. The other thing is that we’re doing, that’s all coming up, every account on the system is going to have a wallet. This wallet gives you the ability to keep funds on the system that you can use to pay other parties on the system, or to take it off network and use it to pay, you know, other suppliers that you have, for example, you know, I received $20,000 and you know, I want to actually pay my Google Adwords, I can take that money converted to a card and then, you know, use the card to pay my Google Adwords. So there’s a lot of integration of cards into the system that we’re putting in place.

JC: What about a Veeam card? Like I’ve seen like a Venmo card, right? Where like, They’ve now they’re now sending an actual debit/credit card kind of thing to users for peer-to-peer. What about a Veem card? Are you talking about having a business that could actually have a Veem card? So when money gets loaded onto it, they can use that. Is that what you’re referencing or do you mean, is that coming?

Marwan: That is coming and that’s when I talk about cards, I’m talking about like all angles of cards, you know, you pay with a card, you receive money on the card, but also you could have stored value that you can convert to a physical card or a virtual card that you could use somewhere else, all that are all around the same methodology that cards is an interesting angle as well, that some customers really prefer. And then we can tailor it to that. Giving the optionality and the choice to the user.

JC: That’s fantastic. My last question about Veem itself here is how does Veem make money as an, if I’m a small business owner and I want to go and use Veem, am I charged a flat fee per month? Is it a transactional system where it takes us a teeny tiny percentage of everything going, you know, in and out of it? You know, what am I going to expect as a small business owner as the fees, if I want to use Veem?

Marwan: Yeah, we believe that in this day and age, and especially in, during COVID the idea of charging a monthly service fee or a setup fee is not something we do. We think of the pay-as-you-go model. There are no transaction fees for domestic transactions, so you can do ACH and checks for free. We make money on FX and we make money on cards.

These are the two primary revenue streams. You also have the ability to get financing, working capital on these payments. So for example, if you have an invoice, you can have the invoice funded on the spot as a payee, or if you have an invoice that you’d like to pay, you can pay it in installments. These are all like added services that we make money from.

JC: I didn’t know you had that. I didn’t know you had financing options for your users. I mean, as a marketing agency, I know a lot of other agency owners, for example, and depending on the services that they offer, if they do, let’s say they do a website, right. It’s a big project amount. It’s not always as affordable for some people, but so if they had a system where they could say, well, sure, the website’s $20,000, but you can finance it automatically. Is that what you’re saying? Like, if, if somebody was to have a big project-based thing, they could use your system so that their customer could pay it off over time.

And then, but there are, they’re paid upfront or do they get it and installments also, how does that work?

Marwan: You as the invoicer have the ability to say, okay, can I get this invoice paid now? Right. And that’s different. That’s a service to you as the invoicer. That’s one this program is, is basically called get paid now. You get paid on the spot. There’s also a separate program that we’re offering for the payers. So now when you send the invoice to pay or if they cannot pay on the spot, the entire amount in full. They can also request to have that paid in installments. We then take that data on either end of the transaction and find the party that is going to underwrite it.

We are not the lender. We are essentially qualifying the accounts and we work with partners that underwrite the transaction.

JC: But that’s a good thing too cause there are protections in that as well.

Marwan: Yeah and it’s all in the payment and the context of the payment flow. So, you know, you have the invoice, it’s ready to go. You’re going to get the same invoice financed. You can get it done. It’s not a general-purpose loan. You know, you go to the bank and you get a general-purpose loan. That’s not how this works. This works for the trade finance for the invoice that you have that you’re working with.

JC: Got it. Well, that’s fantastic. Listen, Marwan. I’m so happy that you came on too, I’ve heard of Veem before. It was awesome when I heard that you’re coming across, I played here to be on the show. Is there anything that you want to tell the audience last minute? And then also, how can they reach out to you or contact you or the company, maybe tell people how to get ahold of you guys.

Marwan: Yeah. So Veen.com v-e-e-m.com. You can sign up online. It takes like two minutes. Uh, it’s all automated. Once you’re verified, you can start sending payments or getting paid. I am also on LinkedIn, so I have a lot of LinkedIn connections and I frequently monitor that account as well as Twitter so you can reach me out. @forzley is my handle. And so I respond to LinkedIn emails as well.

JC: Awesome. well, Marwan again, thank you so much for coming on the show. Great to have you on. And I look forward to talking to you again soon.

Marwan: Thank you for having me.

JC: Thanks, bye

infinityadminEpi 23: Easy Payment Solutions for Businesses – Marwan Forzley, Founder & CEO of Veem
Ep22-MattReiner-Benjamin.png

Epi 22: Grow Your Business with AI-Powered Support – Matt Reiner, CEO of Benjamin

Learn more about Benjamin at: https://getbenjamin.com/

Find Matt Reiner on LinkedIn here: https://www.linkedin.com/in/matt-reiner-cfa-cfp%C2%AE-35159216/

JC: Welcome everybody. To another episode of The Future of BizTech. I am your host, JC Granger. I have with me here, the Founder and CEO of Benjamin. Mr. Matt Reiner. Matt, thank you so much for coming on the show. Why don’t you tell the audience a little bit about yourself, your background, and then maybe segue into what Benjamin is, and what it does?

Matt: Yeah, well, thanks so much for having me. I’m excited to be on the podcast. Love what you’re doing. And my background is really in wealth management. So I started in the business of being traditional, as everybody would imagine what a financial advisor is. That’s what I started in. I helped to serve families and help them build wealth and help them accomplish their financial goals that they had and their dreams and ambitions. I sat across the table from hundreds of families and help them get through some really tough times. And I started in the business and then I started another RIA business or a registered investment advisory business from my experiences that was more focused on the massive fluent. So those are the everyday individuals and families like us out there and helping to serve them and give them a human financial advisor. To help them really grow their wealth and solve some of the major financial challenges that they’re faced with. And from there, I continued just to have an ambition to do more for the industry. And about six years ago, we founded what is known as Benjamin today. And Benjamin really started from those two registered investment advisory firms.

What is happening in this industry is all about scalability, right? We are faced with challenges of how do we deliver more services, more value, and even greater servicing to more families. The one thing about this business that is never going away in my opinion, is the human financial advisor, despite technology evolution, which I’m a huge believer in and the robos and Robinhoods out there.

The human financial advisor, given that money and wealth is so emotional and driven by emotions. Technology doesn’t have the EEQ capability to help walk someone off the ledge. And so humans are so impactful in the concept of wealth management and helping people realize their financial goals. Uh, because it’s a lot more than just investment management. And so what we realized is we said in our firm, how do we allow ourselves to get more time with our clients? Because we found ourselves spending 40% of our day-to-day doing menial mundane tasks. I was going in between different technologies following through on different processes. And it was time-consuming and kept us from what our unique value proposition was, which is. Building that relationship. And so that’s what we set out to accomplish. And, you know, thankfully I had an understanding of the business and I was fortunate to have some success in helping families. And I was able to bring that over to the technology business. And we set out to solve these two challenges within our two businesses on the registered investment advisory side first.

And when we set out the software, we realized, wow, we have something here. And we had some of those aha moments that everybody has where we started to see extreme value, both for the client and for our team, which is so needed. And all that we did was, and I say all, because it, it may sound simple, but it was really complex and still needed in this industry, is we integrated all of the technologies that we currently use within our business, with our processes to streamline and automate a lot of those menial mundane tasks. And that the beauty of it is is that we created this without people having to have yet another technology solution or a URL and a username and password that they had to log into because we were doing it all via advanced API – APIs built on the foundation of artificial intelligence and natural language processing, which allowed for us to bring in all of the data from all these different technologies. Structure the data, cleanse the data and make it actionable. So we’ve created what we call as a business support system for financial advisors. And we’ve now turned it into an enterprise solution for other advisors across the country. And we can learn more and more about firms and their struggles and what our goal is.

Our core value at Benjamin is to be human-centric. We are trying to create technology to allow firms and advisors and team members to have more time. With more humans and we are firm believers of that. We’re not trying to replace anybody. We’re trying to give more of the human interaction because that’s, what’s key in this business.

JC: So it sounds like, and again, forgive me for being a layman when it comes to this particular industry here. So it sounds like your software helps other advisors like yourself and whatnot. To streamline their process and to be able to scale a little bit faster, because so much of their manual time is involved typically in their day-to-day operations. Is that, is that kinda what you’re saying?

Matt: Yeah. So that’s a really good analogy or a way of putting it in simple terms. And I think that, you know, the, the best thing to think about right is we have, we are constrained in a service-based business by time. Right, we can’t add more hours onto the day, as much as we’d like to. We can’t. And so what we have to do is if we’re finding that, you know, we have eight hours in the day and five of those hours are spent doing process-oriented stuff, then that’s keeping us from being able to grow. And so as advisors, we have a capacity of how many clients that we can serve, or maybe that’s a hundred or 125.

And so what we’re trying to do with Benjamin is say, okay, This is a whiteglove service. It’s very relationship-based. And so you need time. So how can we go and allow for some of those things that can be automated to allow for advisors to have, instead of, if their max is a hundred, how can we let them have 125 so that they can delay a higher, right?

So then now you can scale because one of the major challenges in our business is margin compression, right? We’re charging the same fee. We’re providing more services now than ever before. Tax planning, charitable planning, lifestyle planning, all of that. Which is more people, more time, more investment in other aspects of the business, which is compressing margins.

When you have skin margins, it hurts the client too, because you can’t reinvest in innovation that will help better them and their experience. And so that’s what we’re trying to do is how do you keep margins the same, provide same level of great service. That’s so important in this industry to more people.

And we can do that by integrating technology and streamline it. And doing many of the menial tasks that are involved.

JC: So what kind of data do you have behind this? How much time on average do you find that Benjamin frees up? So out of a hundred percent of someone’s time, let’s say they’re maxed out, right? Let’s say there’s an advisor and they’re like, they cannot take on one more client. They are a hundred percent maxed out. That’s it? They go, they get Benjamin. How much of their free time from the work aspect on average, do you find that they’re able to now cut back and save so that they can go and get and go max out again, like you said, to delay a hire and I really liked that point you made there because a lot of people think that hiring is a sign of growth and yes it is obviously, but it can also, you know, delaying hiring so that you can maximize how much output you could do per person is a huge benefit. So my question is if I was maxed out at a hundred percent and I go get Benjamin, how much more of my time now, do I have freed up so I can go get more clients before I have to hire someone else?

Matt: Yeah, it’s a really good question. And I smile because we actually just released a white paper on the real nominal ROI. For a business support system and for Benjamin and, what you can find is that the annual ROI is, uh, near 70, $75,000 a year. That is saved by Benjamin, but more importantly, to your point, the scale, and it’s the leverage, right? How much leverage do I get out of Benjamin and depending on the size of your firm, because it kind of goes up higher, it can be anywhere from, you know, leverage of 2.3 of an employee. So think about that in terms of hours, one full employee works 40 hours a week, and we’re able to kind of create, you know, almost 15 to 20 hours a week of time. And that standpoint to, up to leveraging to 10 people, right? Depending on the size of the firm and the number of clients that you have, because it’s all about the number of households that you have, and that you’re managing, and that’s where you skein your leverage and your, your scale. Let’s take the example of scheduling meetings, right? Scheduling meetings, annual review meetings is the core of what we do in our business. And sometimes advisors do that annually.

Sometimes they do it quarterly, but let’s just say you have a hundred clients, and let’s say you meet with them twice a year, once in a phone, and once in person or a video as we’re doing here. That now means that you have to schedule 200, you have to contact them 200 times to get the meeting scheduled.

Now there’s scheduling apps out there, which are great, and we’re not trying to replace it. That’s the beauty of what we’re trying to do. We’re not replacing any software that you’re using. We’re making the software better and getting more out of it. You get in leveraging getting more leverage out of your people and getting leverage out of it software that you’re already using.

And so if you’re using Calendly, for instance, someone still has to go send the Calendly link out. And send the email and then follow up with them and then play email tag or phone tag with them to get the meeting scheduled right now, how the process works is that in your CRM, you have a recurring event that comes due.

Then you have an assistant or a virtual assistant, or you have yourself that then takes that task and goes, follows up with the client and then has to stay on top of that. Now, what you’re able to do is you’re actually able to hand that task fully over to Benjamin. A task that can take anywhere on an aggregate 15 to 30 minutes of all the back and forth that’s needed to get it scheduled and to do the conference and do some of the, you know, everything of that nature.

You can hand that all over to Benjamin and he will follow through until the meeting is scheduled and now has created capacity. So that’s 30 minutes, times 200, and you start to see the real capacity that’s there, which is 6,000 minutes which is creating hours in the day. That’s going back to you and that’s on one specific task there’s tasks from prospecting, the meetings to onboarding and opening new accounts to proactively staying in touch with clients, all of that is necessary and needed, and that’s how he creates scale.

So the ROI white paper is really great and it shows the leverage capacity that it provides anywhere from 0.2 for a small firm, maybe with, you know, under a hundred clients up to 10 people that it can actually leverage.

JC: That’s awesome. Uh, you know, I have a question, you know, so I’m a marketing guy, right? That’s my background here. And then I’m just that geek from the Bay area, you know, living in Denver now. So, I always have to ask, what are you guys doing other than obviously podcasts, right? You’re a guest on my podcasts. That’s one way of marketing, but what else are you guys doing to get the word out there?

To these advisors about Benjamin, you know, what kind of verticals are you using? And are there any tips or tricks you’d give anyone in the audience that you can, uh, you know, that’s listening and, and what not, as far as how to help promote their software a little bit better. What have you been doing what’s been working or not working?

Matt: Yeah, so, you know, I think we benefit from having been in the industry. Right. I think that that is a big benefit, as opposed to just being like a technology company that’s coming in and trying to disrupt the industry we’ve been in the industry. So we know the players in the space and we’ve created relationships with them from the wealth management side of our business. And so using those relationships has been really powerful. Right? We’ve done the traditional PR we’ve done traditional marketing because there is an education gap, right? So we’re focused right now from the marketing side on educating on what is a business support system, how does it add value?

And we do that through many case studies and white papers that we’ve been providing because a business support system. It’s a new category of technology that has been created on these wealth tech landscape maps. And so we have to educate what it is, why it’s needed, because we’re right now in the stage of, you know, yeah, it’s a new technology. So many people don’t know that they need it, so we have to help them see why they need it. And so there’s a ton of education and we’ve created a lot of partners through the space because we’re not competing directly with CRMs or portfolio management systems or custodians for that space instance.

We’ve created partners within there that are advocates for us, and they are talking to their clients and we’re creating relationships in that way. And so it’s been a, it’s been a lot of word of mouth. Uh, it’s been a lot of marketing PR that’s generated that and it’s been through our channel strategy with our partners that’s helped us gain some exposure from there. And so that’s how we’ve been growing now. And yes, we’ll get into the digital space. We’ll get into digital marketing. We do social media marketing, and it’s all about providing value, right? Thinking about your business in a different and unique way.

And I think that that good marketing talks less about their product and more about their persona, who they’re going after or their prospect and providing them something that’s actionable because if you provide them something that’s actionable for free, they’re going to remember you forever and they’re going to come back to you.

And I think that I’m a big proponent of, you know, content marketing, video marketing. Podcasting and written remarketing and bringing it all together in an omni-channel approach is really important. And so we have our own video production staff and they help us create videos and we believe that they, we hope they’re valuable.

So I think that that’s what we’ve learned and it’s something that we do. And I think something that we’ve learned is, you know, we did build a technology company that was direct to consumers in the past, and it’s not all around anymore, but. It’s you know, doing the digital social spend, it’s fun, but it’s just, you got to have some capital to do it right.

And it can be priceless. It can be pricey, but the best in, so it is valuable as a part of, as a part of a, of a marketing strategy. But some people tend to go in and think that that is their marketing strategy and it sometimes can let them down and we’ve realized that. And so we’ve invested a ton into creating great content and valuable content.

JC: That’s good. Now back to the software itself, but quick question here. So how do you prioritize the new features that you come out with and what ones do you have coming out soon that people can look forward to?

Matt: So we prioritize it, I went to the question directly, then I’ll give some history on this, but we prioritize based on clients and our community of clients. And we also have a vision of where we want to go. And so it’s a balance between what our clients needs that we’re learning from our community. And how does that align with our vision? And what’s going to make the most impact to get us to the point where we want to be in three and five and ten years.

And so we listen and we are very consultative with our clients. They have a client experience rep on our team that spends a ton of time with them helping them understand the platform. Understanding use cases, bringing best practices to them on how to better their business and grow their business because we’re learning from the community of advisors.

And, you know, that’s something that we were burned on when we were in the wealth manager space for instance, like you get sold a CRM and they’re very consultative in the selling process, but then once this software is signed, They leave you in the dust and it’s up to you. And I felt burned from that.
And our industry is, and we wanted to change that when we started this business. And so we spend time even after the contract is signed and a lot of time with our clients there. And so that’s where we get our roadmap from and we actually spent the time during the pandemic rebuilding and rearchitecting our software.

It was a great experience for our team in terms of the re-architecture. And that allowed for us to create and learn from our initial launch. When we launched it as an enterprise solution, we ran into a lot of lessons. And so we rebuilt from that. And right now I would say that our software and our vision for the next six to 12 months is about deepening integrations, creating more integrations with more softwares that financial advisors use getting more data from those integrations. So think about financial planning, software, custodial platforms. We’re really excited about deepening our integrations with some portfolio management systems.

Those are the top squares that advisors use to get all the performance data, deepening relationships with custodians. So think about, you know, if you work with a Charles Schwab or fidelity or Pershing or whatever it may be, you know, how can we use those APIs. They’ve created open APIs that we can have help you, you know, better the process for alerts and statuses and learn from that. That’s all. Really tactical stuff in our business that doesn’t seem sexy, but it’s so time-saving right.

We don’t do the sexy stuff. Right. We’re not creating, you know, a gift emojis and filters on your Snapchats, but we are creating valuable ROI. And so we’re excited about some of those integrations and advancements and integrations that we’re going to be launching in Q2. But as I prepare for people, I think that the clients that we have gain value in the product and believe in the vision that we have, that we are executing on every single day and our vision. Right now, we have a two-stage vision. I call it the training phase and the approval phase. And we’re right now in the training phase. And that’s what our roadmap is built on. Both from client needs and also just our vision of the product for the next eight to 12 months, let’s call it.

And the training phase is all about three things. It’s about integrations. That’s captured 90% of the tools that an advisor uses and get them integrated so they can act on that data. The second step is simplistic, RPA simplistic, robotic process automation (If this then that) makes it easy for the advisor to act on data from two different disparate technologies. The DOE go and take action on an, if this, then that’s how we work in the day-to-day. And the third is natural language processing and continue to enhance our natural language processing engine because in order to complete tasks and actually take them off the plate, you have to be able to communicate and understand how people are talking with Benjamin because he communicates via text message and email. So you have to continue to enhance that. So then once you have all that data, then you can start getting into the fun part. Right. That’s where someone has to train it. You have to train it on, do this, then that, right. But then you get the learnings. Which then shifts the equation.

We’ve created a ton of time by doing that. We then move into phase two, which is the approval phase, which then means that at Benjamin, we start to create the next best action based on all of the data of our community. And based on the knowledge and the information that Benjamin has gained over the years, we are able to say, this is the next best action to do for this particular client based on how he or she looks relative to other clients in your firm and other clients inside the community.

And then you get into proactive. We call them mission tasks that Benjamin does. And we can start getting into proactive missions. Here’s some ideas based on how you use your CRM and you use your portfolio management system, here’s some ideas on missions that we can take off your plate that you’re doing to provide you more time. Because right now they have to come and say, this is what I do. This is what I want to do it in. So now we can provide that and then the last is all about creating an AI neural network. That’s what we’re really excited about on all of this data.

So how can Benjamin now go based on all this data? Not only just provide the recommendations, but actually act on. The specific data and create a mission and go execute on it without the advisor, having to have any step in that, right. To where he can say, this is what needs to be done. And so now we’re turning what we call as the Benjamin boss. The person that right now is training Benjamin inside the firm turns into an approver.

Benjamin says, do you want me to do that? Here’s 15 clients I’ve identified that need this. Do you want me to do it? Yes or no. And now they just say yes or no. And you’re able to go on. And so you think about this in the scheme of a business, right? Is let’s talk about a real-life scenario. It’s hard to monitor every single person’s account every single day and understand the action that needs to be done.

And so with Benjamin in the training phase, what you’re going to have is the ability for Benjamin to say, uh, Matt’ account, Matt’s portfolios on an aggregate have dropped 5% over the past three months, whereas all the other accounts have gone up 2% and the market’s up 3%. And you haven’t talked to Matt in six months.

And he tends to be nervous when the markets get down eight to 9% based on email correspondences and information and notes in the system, I’m suggesting I’m going to just go reach out to Matt and schedule a 15-minute call. And once it’s scheduled, then I’m going to let Matt the advisor know why I made that call.

Here’s the data. And here’s some suggested questions and here’s how their behaviors should be based on that.

JC: Incredible. What I like about that is that especially when the AI comes in, that’s really cool where it’s going to start being smart and learning and not automatically doing some of these tasks within certain guidelines. And on that note, you know, being the title of the show, The Future of BizTech here, where a two-part question one is, where do you use other than, you know, if AI is the answer to this, that’s fine because, I think that’s a huge step forward, but where do you see your company in a few years? And then also, where do you just see the industry of financial automation or AI in general in like five to 10 years.

Matt: Yeah, so great question. So, for our business, that’s an easier answer of where I see us in five to 10 years. I mean, we are going to be the gold standard of business support systems where we’re going to be a must-have, if you want to be a, if you want to be an efficient and profitable business, you’re going to need to have Benjamin.

We are going to create a moat based on our integrations, our depth of integrations and the depth of knowledge of our AI engine that we are going to be able to deliver so much value. And we’re going to actually be able to start connecting advisors with other services that are needed within the financial planning aspect. Think about estate planning and accounting, insurance planning, all that. We are going to be able to help create that connective tissue between all those systems, along with the connected tissue of their own technologies internally to be an even more valuable, centralized intelligent advisor to your clients now where the industry goes, you know, the industry is going to become more bionic.

There’s no doubt in my mind, right. We have to become more bionic. And I believe that right now in this world, you know, we, it’s all about disparate tech stacks. Everybody is using disparate technologies that don’t talk to each other. And it’s because everybody’s hesitant about opening up their APIs fully because they don’t want someone else to take them.

Everybody’s all about, I want my clients to be in my software all the time. Right. If it’s a portfolio manager system, I want to integrate with the financial planning system, a custodian to bring that data into my software so that everybody comes and lives in my software all the time. Right? And that’s going to have to change.

I think that the industry is gonna start using the technologies a lot differently to where it’s going to be more in. I’m biased because we’re building a software that helps with that, but I don’t think that advisors want that. And I think it’s more about figuring out how we actually execute on tasks for advisors.

And I’ve said, you know, in 10 years, The financial advisory firm is going to look really different and we’re going to have a lot more understanding of behaviors of our clients. We’re going to be able to predict a lot better on when our clients are going to want to trade and when they’re going to want to leave us so that we can act on it better, the experiences to the client when they show up is going to be totally different in my mind.

I still think that we’re going to have in-person meetings. I think we’re going to have some, a lot more video meetings as well. But we’re going to be able to now understand based on, all these different technologists coming up, we’re going to know when the client shows up in the office, we’re going to be able to get them to update their information.

We’re going to ask them questions that every, the preparation of the meeting is all going to be ready. They’re going to walk into a room and it’s going to be very interactive. I’m a huge believer in VR as well. And I think that virtual reality is going to play a huge part in our industry. In 10 years, we’re going to look back and it’s going to be re it’s going to be mind blowing that we didn’t talk more about it. And I’m going to keep needing to talk about it until it happens, because I think it is going to happen in VR. In my mind is going to solve two main challenges that we face right now as an industry. And the first one is related to employees. And with employees, would I say, see, in VR the challenge with this industry is it takes so much time to gain experience and understanding of how to handle clients in different situations.

You know, the situation of the market crash in 30%, how do you handle clients and their emotions, you know, losing their spouse – how do you handle that? That is just an emotional aspect to all the questions that clients ask. VR gives us the opportunity and it takes time, years, 10 years, 15 years to get all that experience.

VR allows us to accelerate that because we can take new employees that come into the office and we can say to them, Hey, sit inside this. I’m going to show you thousands of different experiences and you’re going to talk to the client back and forth and have the experience. And we’re gonna have thousands of different questions and scenarios posed to you, and we’re going to then be able to analyze how you react to that. And we’ll be able to coach you on that for your next set.

And so you’re going to be able to get experienced that usually takes 10 years. But then 30, 60, 90 days because of VR and you’re gonna be able to see the person. And then the second aspect is, is on the client-side, right?

With the clients you’re going to be able to know they have all the information coming in. We can predict what their scenarios and their issues are. They’re going to be able to use VR, the challenge that clients have. The saving is that they can’t see the future. Nobody can, it’s hard to understand how decisions today are going to impact me tomorrow because I just can’t do it.

That’s why 30-year-olds can’t save for retirement. It’s not that they don’t want to, it’s that you’re telling them to save for something that’s literally a lifetime away. It’s 30 years away. They only know one 30 year span and that’s forever in their mind. Right. That is forever. So telling them to do something that is forever away. It’s like, how do I even wrap my head around that? No wonder we’re not saving in America, right? It’s so difficult to wrap your head around. VR helps that because I can then show them through an experience, an interactive experience. What decisions mean? Yes, If you want to go below $50,000 doing this, then let’s go see how you able to buy for your house. And I want you to go make the decisions via virtual reality on Zillow. “You want that house? Well, this is how much it’s going to cost”. Sit across from a mortgage broker to do that. Or if you’re a new retiree. What does giving your wealth to your heirs mean today for you in the future? What happens if you go through a life experience where you have a health concern, they can now visually live through this and see what those decisions mean that they’re making today mean in the future, which now allows them to have a scene action to that, which is so powerful.

JC: That’s going to be interesting. Ten-year plan. I’d never, I wouldn’t have considered VR being part of. You know where the future of that industry is going, but the way you explain it makes total sense. This has been awesome. I mean, this is a lot to process. I love it. So how can people get a hold of you or the software if they want to reach out, either do a demo or if they want to reach out to you specifically, how would the audience to go about that?

Matt: Yeah so our website for Benjamin is getbenjamin.com, and then you can follow me. I’m on Twitter at Matt Reiner. You can go to my website. I provide a ton of content there, mattreiner.com, and then a YouTube channel where I put together a ton of videos on technology and the future of our industry. And I’ve got a book coming out here in the next couple of months as well. So keep an eye out for that. What’s this going to be? What’s the title’s going to be working title, so I’ll hold off work right now.

JC: Okay, can you tell me later, we’ll try to get it into the show notes there so when this goes live, maybe the book will be out by then.

Matt: Sounds great. Sounds great. Thank you so much for having me on.

JC: Absolutely, thanks so much for being on the show, Matt and anyone listening. Of course, again, reach out to Matt to go, to getbenjamin.com. Go find them on Twitter, LinkedIn, all those places. Matt, thank you so much for being a guest today

Matt: Thanks so much.

JC: All right, bye.

infinityadminEpi 22: Grow Your Business with AI-Powered Support – Matt Reiner, CEO of Benjamin
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Epi 21: Protecting Your Business’s Reputation Online – Curtis Boyd, CEO of Objection.Co

Learn more about Objection.co at: https://objection.co/

Find Curtis Boyd on LinkedIn here: https://www.linkedin.com/in/%F0%9F%A4%96-curtis-boyd-5908557b/

JC: Welcome everybody, to another episode of The Future of BizTech. I am your host, JC Granger. I have with me here, the CEO of Objection.Co, Curtis Boyd. Curtis, thank you so much for coming on the show today. Why don’t you tell the audience a little bit about yourself and what you do?

Curtis: Sure. So I consider myself a reputation technologist. I started my entrepreneurial journey as a student nurse in a hospital. I figured out how to remove bad reviews for doctors. And I did that manually as a consultant for years. A hospital turned into a physician network. A physician network turned into multiple physician networks. Went back to school for coding. Built a software company out of it, that I didn’t have to read reviews, I could program computers to do it for me. And now we use technology to do what I used to do manually as a reputation consultant.

JC: Well, that’s actually pretty incredible. And no bad reviews is kind of a sore spot for a lot of companies. Can you tell us how this works a little bit? I think wrapping our minds around it can help a little bit. What is it that your software does versus, also what are the rules when people are leaving reviews? What does it filtrate now? Things like that.

Curtis: Absolutely. Our software looks at the review content to look for potential violations in content guidelines or terms of service, community standards of content. So we pre-program all the various rules within a specific website like Google or Yelp or Tripadvisor, And we look for reasons why that review may qualify for removal, why that review may violate certain guidelines. And having years and years of experience, we were able to identify little keyword snippets, little phrases, little intentional based context of why content can qualify. Then we score it from zero to five on how likely it qualifies for removal.

Curtis: And then we programmed a bot essentially to begin dialogue with an administrator and type in a dynamic strategy on why this particular review qualifies for removal based on this set of rules within your terms of service. Creates that email, creates that dispute, creates that flag, video records itself working and then submits it to our customer within the dashboard. So the customer doesn’t have to lift a finger. They just have to say, you know what, I think that review is illegitimate, and then the rest is taken care of for them.

JC: That’s pretty interesting. Now, what types of companies is this most useful for and what size of companies? Because it sounds like this would also be really beneficial on a volume thing, maybe an e-commerce thing or something like that. Do you find a value for mom-and-pop shops, if it’s just one or two, or is this more of enterprise level thing that really has big impact at a top level? Who are your typical clients with this? Who does it help the most?

Curtis: That’s a great question. So we’re a startup. We’re only two and a half years old. Majority of our customers are mom-and-pop shops. They typically really care about the reputation, and reviews really makes us a substantial part of their branding, so to speak. Subway, for example, consumers, don’t read Subway reviews before they go to a Subway restaurant. They know what to expect when they get a Subway sandwich, right?

Curtis: Whereas small businesses, they don’t have that brand, and consumers that are doing research before spending with them, they have to turn to places like online reviews to get a feel for what can I expect if I start to work with this company?

Curtis: So typically the big brands, the big enterprise level companies, they’re less focused on reputation like small businesses would be, because it’s so much more impactful for small businesses. And so that being said, most of our clients are doctors, lawyers, dentists, contractors. We serve everyone, pet sitting companies, vacation-

JC: What about like restaurants? I mean, people look at reviews on that a lot.

Curtis: Absolutely, restaurants are a big, big vertical of ours. You’re right in the sense that the scale is nice because we use software to fulfill all for our customers, where even if you have 10,000 reviews, you’re not paying any more for it, because whether you have 200 or 10,000 reviews, our software is going to do its thing and take care of that volume for you. So it’d be nice to engage with more enterprise businesses that really care about their reputation and want this handled for them, but most of our clients that we engage with are smaller businesses.

JC: So especially with when COVID hit and everything like that, did that have a big impact on your business? I mean, because obviously it affects some verticals like restaurants and whatnot. Did you see a big effect across the board? And if so, was there any changes you had to make or not with your software?

Curtis: Yeah, I mean, I think at first, just like everyone else, come February, March, we’re all like holding our breath. We were like, what is happening? Right? So we saw a little churn in the sense that customers all of a sudden are really getting tight on their budgets, and we totally got it. We were too. Anything that was fluff, we had to cut, because we weren’t sure what the future held for us. So I totally got that.

Curtis: After about two or three months though, business really started picking up because there was a lack of person to person referrals, word of mouth referrals for things. People were talking to each other less and they were going online more to get that confidence to move forward. People were still going to see other types of businesses like contractors, doctors. Business didn’t completely stop. It shut down a little bit, especially for a few months, but after a few months, things started picking up again, and word of mouth referrals really dropped significantly because of COVID. So online reputation became a lot more important and more and more consumers each and every day are still turning more and more to reviews as a source to get that reassurance, to get that confidence before moving forward.

JC: Makes total sense, yeah.

Curtis: COVID for us was terrible, but in regards to a market and economics perspective, COVID was really good for the online reputation industry, because it forced businesses to kind of get their online act together as people started using them more because of this whole indoors, not talking to people as much.

JC: Yeah, I didn’t think about that really, how you’d have less people with that one-to-one referral relationship style and people being at their computers all day now when they were in lockdown so to speak or at least restricted. So, no, I can see how that would actually be good for the industry, even though bad obviously overall for the economy. But there are certain industries that had little spikes here and there, which is interesting.

JC: Now, how do you prioritize your new features for example, and what kind of new ones do you have coming out soon?

Curtis: Yeah. So we’re really excited for our new features. The two that we’re most excited about is the ability to collect video testimonials from your customers. Those can’t really be faked. I mean, sure, you could go on like Fiverr or random places and pay someone to read a script. But those sites are really cracking down on that, which is great.

Curtis: But video content in itself from your customers, people can tell if it’s legitimate, if it’s real, they know. It’s hard to fake. And so I feel like video testimonial aligns with our values. It aligns with our organization really well, because it’s helping create really legitimate feedback for businesses that have struggled to get legitimate feedback on other platforms. This way they can use this video content in their social. They could use it in their marketing assets and collateral and what have you.

Curtis: The second feature, which we’re also building into our platform is essentially a review mapping system. And what it does is it allows a business owner to identify the various touchpoints of a consumer’s journey with their business.

Curtis: So I’ll give a doctor’s office as an example. You have scheduling the appointment. You have checking into the office. You have waiting. Everyone knows about waiting in a doctor’s office. And then the actual meeting with the doctor. And then follow up. So that’s five different touchpoints.

Curtis: Our software can now identify what a review was talking about in regards to which touchpoint. So let’s say a doctor with 500 reviews, now we get to see what part of the customer journey is being talked about the most. And then look at the sentiment, whether it was positive or negative. That way, if all the complaints are about check-in with your really grumpy receptionist. Sure, you’re going to see it, but our tool is going to help you visualize it a bit better, so you can try and understand it a little bit more, what you need to work on in regards to your business, like what part of your machine needs a little bit more oil that you need to focus on more, that you need to optimize so that you can provide five-star experiences for your customers.

Curtis: So we’re really trying to focus a lot more on customer experiences and providing better ones so that your customers can be inspired to share good feedback. They can be inspired to want to go online and rave about you.

JC: So how is it going to work with the video testimonials? Is your software going to reach out via email and say, hey, click here to do a video testimonial? And then it what, takes you to the software and routes into their webcam or they could just do it live right then and there in front of their screen kind of thing, and then it just saves it? Is that how it’s going to work?

Curtis: Yeah. So we create dynamic landing pages for our customers. They get to a certain webpage and on there is basically a record button which connects directly through their iPhone, their Android video recorder or if it’s a computer, it’s a webcam, and yeah, it records and captures that video data and then sends it right back into our application for them to use as a testimonial.

JC: Very cool.

Curtis: Whether it’s via text or email, it’s just a link. And that link has a landing page with that capture. Absolutely.

JC: I’m a marketing guy at heart. My agency, we market software companies and whatnot. So I always ask the question, what type of marketing are you doing right now to promote Objection.Co? What is it that you guys are doing? And what’s working and maybe what didn’t work before, kind of what’s the evolution? Because a lot of the audience are software people too and so they could probably use some advice or at least find out what not to do. Who knows?

Curtis: No, honestly, doing nothing is the worst thing you can do. And a lot of people surprisingly, it’s do nothing and they expect business to just come to them because they have this amazing product or they have this amazing idea. It doesn’t work like that. My recommendation would be to start focusing on… Once you have your MVP to start working on your sales process and easily onboarding new customers.

Curtis: So for us, we put together a sales script. Well, we put together a direct outreach program where we could essentially start with a very cold prospect and then start to warm them up. So what we did specifically for us, because we solved the pain point of bad reviews. We programmed software to look at 80 million listings every single day to look for new bad reviews. So every day we get a list of 10,000 businesses that just got a bad review. Our BDR team, business development representatives, just call them and say, hey, we’re from Objection Co. We noticed you got a bad review and we’d love to give you a free tutorial on how to dispute it yourself. Can I get your email address?

Curtis: It’s a very simple ask. We’re not trying to close the deal. We’re not trying to pitch anything. It’s value. And so we get the email address. We start to nurture them. We nurture them with not only with a tutorial on how to do it themselves, but even post follow-up tutorial, what to look for from administrators, how to communicate with them. We’re trying to prove to them that we know what we’re doing and we’re well qualified to handle this should they not want to do it themselves.

Curtis: Because that’s our customer. Our customer doesn’t want to do it themselves. They want to pay for an expert to do this, and they want it managed and handled for them. Because the DIYers, they’re going to do it themselves anyway, may as well be a resource to them and try and add value. Right?

Curtis: So anyways, that’s our strategy. We look for enough engagement within the CRM, open rates, clicks, visiting certain pages that show buying intent. As soon as we see enough buying intent within the CRM, we call them again. And SDR, hey, let’s get a demo scheduled. Let’s try and close this person and get them into our free trial. We offer a free trial, no credit card. It works great. I mean, talk about no risk, right? So we show them what we can do for a week or two, and then we’d get the payment going and we try and just consistently provide more educational material.

Curtis: And we hope that our new products are going to decrease churn, as a business company, as a SAS company, you’re always going to work on figuring out how to retain your customers longer and how to make them happier. That journey never stops. And that’s certainly something we’re on as well.

JC: Yeah, I think that’s really smart too, by the way, as far as you know… Did you create a software that separately goes and scrapes for those new bad reviews? Like, you create a software to help promote your software?

Curtis: Yeah.

JC: I love that.

Curtis: And what’s funny is our software even goes… Out of that 10,000 businesses that get a bad review, not all of them are removable. Maybe only 2,000 of them are removable. So our software vets those leads so that we can only spend our focus on those 2,000, because we can essentially promise those 2,000 results. If any one of those 2,000 businesses signs up with us, for sure they’re getting results in a few days, they’re going to be happy.

JC: That’s huge. See, that’s brilliant. I love that. I talked to a lot of software CEOs and every now and then I hear just a really cool hook. And it’s like, for one, you already got a cool software, but then the fact that you literally developed another software to lead gen for your software, I mean, there’s just something cool about that I really like. That makes my tail wag. You know what I mean? My ears perk up. I’m a geek from the Bay area. That’s my thing.

JC: All right. Cool. Very cool. So let’s ask the main golden question. With the title being The Future of BizTech, let’s talk about the future here. How do you see, maybe not necessarily just your company, but like what you’ve developed here, how do you see this technology that you’ve developed affecting or contributing to the future of the industries that you help?

JC: So, I mean, where do you see it going in five years, 10 years? Obviously right now it has one function, but have you ever thought that three, five, seven years ahead, like what’s this going to look like and how will your software affect either the industries, or how will it help grow your industry? If you’re in the front and you’re doing something good, someone’s going to try to copy it. It’s going to force you to innovate. What does that future look like in your head?

Curtis: Absolutely. And I hope that they do. We could use some good competition, because that’s essentially what it’s going to do is create cleaner marketplaces online, right? Because we are helping moderate illegitimate content. We’re helping make these review platforms display more useful content, more relevant content. Well, they should be thanking us, but they’re not. But five years from now, we’re hoping that the practices that we use, I hate to say it’s almost cannibalizing, in the sense that what we do now may be just taken and implemented by big tech so that those types of reviews don’t even pop up, but who knows what the future holds into that regards?

Curtis: Our company is currently focusing on technology for consumers as well. So we’ve invested a lot into R&D and to AI machine learning. What we’re doing in a year or two, we hope to have a very well-refined product that can identify the legitimacy of reviews for consumers. So that’s kind of where we’re starting to get into and really lean on. Don’t get me wrong. We love serving businesses. And that’s where our roots are, is serving the business community.

Curtis: But when it comes to fake reviews, whether it’s written by a competitor or an untruthful customer or a bot that are negative and you want cleaned up for your business, in regards to the big picture of fake reviews, it’s only like 4 or 5%. 95 of the fake reviews online are five-star to promote businesses illegitimately.

Curtis: So when I look at the problem, I’m like, great Objection Co is only solving 4% of a problem for the business owners. That leaves the 96% of the problem still on the table. And we’re building technology to address that 96%.

JC: I was going to ask about that. I was going to say, there’s two sides of that coin.

Curtis: That’s right. So we’re building tech so that consumers can order reports, can get data immediately on the legitimacy of a business’s online reviews. Or if you suspect a competitor has fake reviews, you can at least get some data and proof that like, yeah, you’re right. They’re cheating. They for sure paid for those reviews. So we’re not sure how the technology is going to be used. The only thing we really care about is its accuracy, its beneficence for the marketplace, and to help consumers to stop being ripped off. Businesses that have been in business for 15 years, it took so many times and trips and falls and screw ups for them to get their business to where it is today. A five-star experience machine. Businesses that just puts out great experiences.

Curtis: These startups are coming in a year, and they’re buying fake reviews, so when you look at the marketplace at face value, you compare company A and company B, they look like they have the same amount of experience and they look almost equally qualified. When in reality, they couldn’t be further from the truth. Like, one of these companies is amazing. The other company may look as amazing, but really, you’re about to be scammed or you’re about to get a much less of a good experience, because those experiences that you’re reading, they’re fictitious, they’re paid for, they’re not real.

JC: Well, we look forward to seeing the progress of that tech for sure.

Curtis: Cool.

JC: What’s the best piece of business advice you were ever given that you could share with the audience? Maybe it’s advice you didn’t take, who knows. I know some of the best advice I was ever given I didn’t take and now I have to give that advice saying, please take it.

Curtis: One of the best pieces of advice I ever got business-wise was from my stepdad, and he ran an air conditioning company. And what he said is to focus on your existing customers before you go out and try and get new business. Listen to your customers, get their feedback, spend time with them, get to know them, and make sure you serve them really well before you go out and then bring in a hundred more customers, because if you don’t have your process right, if you’re not able to really serve them well, you’re setting yourself up for failure. You’re going to bring on those hundred customers and piss them off.

Curtis: So my recommendation would be to really, really make sure you’re focused on… Like, if you had to say your bandwidth is only from zero to 100%, make sure you spend most of your time serving your customers versus getting new customers until you’ve made sure they’re reasonably taken care of. That’s my advice.

JC: I agree with you. In fact, there’s a required reading at my agency, is a book called, Never Lose Another Customer or it’s something like Never Lose Another Customer or Never Lose a Customer Again. It’s one of those two. I’ll find the author for you and I’ll send it to you. But it’s required reading at my company. I’ve read it before. It’s just I read it so long ago. And essentially it talks exactly what you’re talking about.

JC: It’s about kind of that first hundred days of the relationship after the sale, so that you can really cement that and really engrain and get rid of any kind of buyer’s remorse, help with referrals, things like that, to really make sure that you’re… and testimonials, all that things and all the things that you… Those are the reactions to the things that you do for them, customer service-wise, quality-wise, attention-wise, communication-wise. Great book. So I think, yes, Never Lose Another Customer. Fantastic book. You should check that one out. I highly recommend it to what you’re talking about. And of course, anyone listening, check that one out.

JC: So how can people reach you or if they want to reach out to you directly, possibly, or the company, tell us about the website, maybe any information that you feel like giving the audience.

Curtis: Sure. You’re welcome to reach out to me directly if you’d like. It’s Curtis@objection.co. Our website is Objection.Co. Objection Co. So yeah, you guys are welcome to reach out if you have any questions or want us to take a look at reviews, we do provide free audits. We’ll scan businesses, all their listings and let them know which ones are removable. If you want to DIY it yourself, knock yourself out. If you want to hire a professional or that uses software and has a team, basically your review dispute department, sometimes we like to call ourselves, if you want that department on your side, we’d be happy to serve you.

JC: That’s awesome. Curtis, thanks so much for coming on the show, man. I love your software. I love what it does. And I’m really, really excited to see what you’re coming up with here. Especially those two new features you have coming out, and getting your feet wet in the technology to try to vet out the fake reviews too. I think that’s going to be a really big help to the industry and even the platforms, who knows. If you can crack that code, those platforms would do some big deals with you to scrape their entire database. It could be a big deal for you, man. I’m really encouraged by that.

Curtis: Thank you. Thank you so much.

JC: All right. Thanks.

Curtis: Yeah, I appreciate that.

JC: Talk to you soon, Curtis.

Curtis: Yep. Buh-bye.

infinityadminEpi 21: Protecting Your Business’s Reputation Online – Curtis Boyd, CEO of Objection.Co
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Epi 20: Quantify the Value of the Services You Provide to Close Sales – Michael Farber, CEO of The ROI Shop

Learn more about The ROI Shop at: https://www.theroishop.com/

Find Michael Farber on LinkedIn here: https://www.linkedin.com/in/michael-farber-9946281/

JC: Welcome everybody to another episode of the Future of BizTech. I am your host, JC granger. I have with me here, Michael Farber, the founder and CEO of The ROI Shop. Michael, thank you so much for coming on the show. Why don’t you tell the audience a little bit about yourself and what your company does?

Michael: You got it. Thanks for having me JC. So a little bit about myself and how the company started. I’ve been in software sales for the past 23 years. 15 of those years were for other companies, and now I’ve been selling my own company and The ROI Shop for the past eight. But I’ll tell you, I started The ROI Shop because through the 15, 16 years of selling for other companies, I just got tired of getting my ass kicked by the no-decision outcome. That’s what most salespeople face. They lose the majority of their deals to no-decision. One of the biggest reasons for it, is that reps do a poor job of articulating the value and prospects have a hard time understanding the value. As you know, companies make a purchasing decision for two main reasons, you’re going to make them money or you’re going to save them money. Yet 95% of salespeople don’t have any tools to engage in those kinds of conversations and leave it up to their champion to figure out and quantify your value on their own, and therein lies the problem. It’s an impossible ask.

JC: It sounds like this was kind of born out of a frustration, right? Which all good businesses are, as solving a problem that you probably personally had. But what kind of background do you have as far as, what made you want to create a tool? I get that you had the issue with salespeople not being good at selling the value or articulating it, but someone might say, well then, why didn’t you start a training for salespeople then? I guess what was it that brought you to creating a software tool versus an educational course, for example?

Michael: Gotcha. Well, how it really got started is… Where this brainchild happened was during my time at Concur Technologies, they sell expense software. I was with them for about five years, probably my second year in there during SKO, they introduced an ROI calculator for their sales reps to use. They introduced it on the second day of SKO, which is absolutely the worst day because everybody’s hungover and you don’t want to show an Excel spreadsheet at eight in the morning, but that’s what they did. Anyway, shortly after SKO, I was working with a company called Bacardi USA. Everybody knows Bacardi, and I was working with their controller. His name was Warren. And I remember this because it changed the course of my life.

Michael: He’s like, Mike, we want to move forward with your solution, but we are going to need a business case. And I’m like, oh shoot, Warren. Absolutely. We could build something like this. I’m scheduled to come down in two weeks. Let me get down there a little earlier. We’ll build the art business case together and then we’ll have the demo. So I frantically went to find this ROI calculator. It took me about two days before anybody could locate it and about a week for me to really understand it. So I went down there, had the call with him. I practiced enough where I was decent at it, but still wasn’t great at it. After the call, he goes, Mike, I got to tell you, this is one of the better ROI tools I’ve seen. So I’m like, all right. I didn’t enjoy doing it. I actually would have never done it unless the prospect asked me to do it.

Michael: But I thought, all right, maybe I have a competitive advantage. The next three or four deals I worked, I made sure I used it. By the fourth time I started getting really good at it, and it changed the conversation. I knew which prospects were kicking tires, which ones we’re going to buy. And it just got me off of the feature functionality talk. I left Concur and went to a company called Xactly Corporation. Yep. So there were only about seven enterprise reps. And first thing I did when I got there is I sent an email out to the reps and said, hey, who has an ROI calculator? Only three responded back, and they were horrible. And I had a big pit in my stomach.

Michael: So I went to the hiring manager. I just didn’t want to start building sales tools. So I’d said, Steve, I go, this is what we used at Concur. I go, I have a friend who’s a wizard in Excel. Can he build something like this for me? I just didn’t want to start doing it on my own in my second week there. He said, yeah. How much will he charge? He was going to do it for free, but I made him $3,000, but it got me thinking about, od! The five or six companies and software companies I worked from 2020… Not from 2020, from 2000. They were making 500 million in ARR. 40 million. It varied. And none of them had a very good way of showing value.

Michael: So I realized there was a huge void in the marketplace. So what I really started out was just building Excel spreadsheets. I had my first meeting when I started the company, a local company here in Atlanta. I went in there, I opened up my computer, pulled up an Excel spreadsheet and almost got laughed out of the room, like we could do this. So I felt really small, and on my way out, I called my business partner. I go, we got to get out Excel. We got to start putting it on the web. So I don’t know if that answered your question, but that’s really how it all came about.

JC: Well, it’s funny. I didn’t tell you this in the pre-interview, but so I created one for myself in Excel, of course. Google sheets. Okay, fine. Same thing. And I did it because I couldn’t find any good tools online myself, at the time. Now one thing, I’m going to give you my feedback of what happened when I did this and how my sales processes went, and I want to know from you how you’ve seen the feedback based on your tool with this. So you are right. It does change the conversation because I know that when you start from a point of view of like, before we even go anywhere, how is this… If we do well for you, what’s the real effect? What’s the real ROI here? That is a whole different conversation versus… That’s the conversation, what’s great about it, is that it talks about the prospect.

JC: It puts it in their court. Like this is about them, not me. And I like that. I talk a lot, but I really do, I listen. I like to know about the other person. That’s why I like podcasts. I mean, I get to hear about you and your company, but when I… So it did change the conversation. Here’s what I found that happened with me though, and I want to know how you came over to this hump or what you suggest to the audience. When I started doing that, I found that my prospects did not have these answers almost at all. It’s almost like they literally had not done this exercise for themselves, in fact, and they weren’t like upset or mad. It’s like, they would just have this reaction, like, wow. We really don’t know. Because I would ask questions like, okay, so what’s your average sales cycle time?

JC: What is your LTV, the long-term value of your clients? Just on average, a range, nothing specific. It was shocking to me how many prospects didn’t have those answers, and we’re talking to top level. We’re talking to CEOs, CMOs, CTOs, things like that, had no idea. And they said, well, we’ll have to get back to you on that. So I guess my question to you is this, when someone has enabled with such an impressive tool like yours, how do you get around the human factor of, if the prospect doesn’t even have the answers for you to put into the tool to begin with?

Michael: Yeah. And trust me, you’re not alone. It’s amazing how many prospects have no idea what their data is. I realized that. I built it by a salesperson for a salesperson, so everything you’re saying I’ve experienced. So what we’ve done is, one obviously, you have to have some kind of industry averages. With our tool, you can have infographics. It’s really a website. So for people who think about ROI, they’re always thinking in the four walls of Excel. Throw that away. It is a very interactive experience, like almost a personal website, if you would. So you can have videos that talk about what is the industry average, infographics, all the great things marketing might put together to help them come up with an answer, but keep in mind that when you force an industry average on them, they might not be comfortable with it because they don’t know.

Michael: Is this something the vendor’s telling me, which is going to skew the ROI so the ROI looks great? But what we’ve done is, we have a conservative factor. So, when you plug in an industry average and then unlike Excel where it says, hey, you’re going to save $53,000 in productivity benefits or error reduction. We have a conservative factor that says, hey, are you comfortable with this JC? Is this something you believe in? If you’re a wishy-washy, like the prospect is because they don’t know it, here’s your chance to say, let’s be conservative. Let’s dial this thing up to 70% conservative. And if you only realize 30%, is that something you can still believe in? So the conservative factor really allows them to buy into a number even when they don’t know their information.

JC: Yeah. The one thing that was good about going through the exercise though, is that because they didn’t have their numbers, just the act of us going through that exercise, it gave them their numbers. So I would ask things like, okay, well, if you don’t know what your average ROI is, well, let’s talk about this. Tell me about your average client. I would tell them, I’d say, I don’t want to hear about the top 20% or the bottom 20. I said, give me the average of the middle 60. So, I don’t want to hear about the best giant, big client you have. I don’t want to hear about your tiny guys. Just give me the middle section and then give me the average of that. That was my way of going conservative because the average of the middle is only going to be… That’s going to be a far cry away from their really big clients.

JC: So they would say, okay, it’s about this. Great, now we got a range. Let’s say, okay now, how often do they typically stick with you or what are the typical services that… And then I’d ask them too, and some companies were comfortable with this question and some weren’t, but I’d say, what’s your net on that? If you’re charging 10 grand, what do you guys actually make? Because it’s really easy in my experience to go after the gross amount. A lot of people say, oh, look, you’re making this, but that’s not how a business owner thinks. It’s not about the gross, but what do they have at the end of the day.

JC: If they’re grossing 10 grand and new cost five grand, but their margin’s three grand, they’re under by two grand, right? So it’s not a five to 10. It’s really a two and a five. That’s the issue. So the cool part about the exercise and what I think is really valuable about your tool is that, if the prospect doesn’t have their numbers, it sounds like someone using your tool interactively with the prospect, it could give them some of their numbers. It might be the first time they’re doing that exercise and they can come away with that realization. That happened to me a couple of times that I really liked.

Michael: Yeah. And one of the things that does is A, it makes you know if you have a real champion there. Can you go back and find that information? If they’re not willing to spend the 15, 20 minutes with you to build a business case, they’re not going to buy a hundred thousand dollar product from you. It also allows you to go deeper and wider because most set rail salespeople get single-threaded, they’re working with one person. But when you ask that one person some data, if they don’t know it, who might know it? Do you think you could put me in touch with them, who cares about this section? It just can naturally widen the folks that you’re talking with. So it does a whole bunch of things while talking value.

JC: I hate the COVID question every time, but it is such a big event. I am curious how has The ROI Shop done or in the ROI calculator itself, during COVID? Has that made it a more of a need, less of a need? Have you guys had to add on features because maybe the original version wasn’t covered? I mean, how’s COVID really even affected what you guys have been doing and how your clients and prospects have been handling it?

Michael: Really good, and I’m blessed to say it. It made our tool much more valuable because budgets have been cut and slashed, and not every company is doing great. So they’re watching every penny going out the door. Now people need to know if we invest, how much is this going to make us or save us? So projects, especially those that aren’t on somebody’s radar and most salespeople rely on outbound leads, not inbound leads. So if you generate an outbound lead, if you thought it was harder beforehand, it’s twice as hard now because you weren’t a budgeted project. So it’s actually made our tool a lot more valuable.

JC: Okay. Yeah, and I could see that. I was actually just talking on Clubhouse the other day about the ROI and how COVID has affected things, but you’re right. Budgets were slashed, I’ve found that prospects are finding two things that they’re really concentrating on the trust factor. One wants to trust that they’re spending every dollar… They’re being hawks, absolute budget hawks on every penny. The second one is they have to trust that the company they’re talking to is still going to be around in six months, you know what I mean? Now that’s less of a concern now, I think, of where we’re at. We’re recording this in February of 2021, whereas maybe like July of 2020, that was a huge fear. Now that vaccines coming out, things are going down.

JC: I think that if you’re still around, if you made it, you’re probably still… You’re going to be okay. So that part is probably going away, but people are still going to be watching their budgets like hawks. I can see what you’re saying and see how a tool like this would help them rationalize and make sure that they are going to get that ROI on there. How are you marketing your tool? I’m a marketing guy, we talked about this before. That’s where my experience is. So I always have to ask the question because it fascinates me and most of the audience are B2B tech people also. What are you doing? What kind of tips or tricks can you maybe give the audience on how you’ve gotten your software tool out there to the masses for people to know about it?

Michael: Oh, well. The first few years of The ROI Shop, it was just hammering LinkedIn. Reaching connections, sending emails, doing all that. What I started to do is just try to connect with people in different groups that I’m part of, like Revenue Collective and Modern Sales Pros, and where the salespeople are and just connect. Not solicit them, but I’m almost up to 16,000 connections on LinkedIn so I’m excited about that. And every Tuesday and Thursday, I put out a GIF or a post that talks about the ROI, the struggles of salespeople. So I’m not soliciting them in the connection. I’m not even soliciting the people I connect with after they connect with, but I know they’re going to see my feed. I’m just making a very strategic approach on who I’m connecting with. VPs of sales, the folks that are my buyers. Though when they go into LinkedIn and they see my feed, it will resonate with them because I know the problems salespeople deal with. It’s no decisions, too much discounting, not articulating value. That is the key reason, and that’s really what we solve.

JC: Yeah. You know, that’s really smart. LinkedIn, that’s where you got to be. Plus you can, like you said, you can laser-target exactly who you’re going after. I think a lot of people, they either underutilize LinkedIn or they misunderstand it, but you’re right. That more passive approach where… People don’t like to be sold too hard on LinkedIn. Listen, LinkedIn is a platform for people to get together and buy, sell, work deals, network, but there’s a… I made an analogy to someone once when I was explaining this. Have you ever done business in Asia by any chance?

Michael: No, I have not.

JC: Okay. So Asian business culture is very interesting. If you were to fly to South Korea or China or Japan or something, typically you go in, you bring a gift. That’s very customary to bring a gift when you’re going. The host will accept and you sit down and typically they will get to talk about anything they want other than business. It is considered rude to start talking business until they’ve opened that platform to do so. So what I find interesting about Asian culture is that there’s this analogous part of how LinkedIn works. No, it’s not that anyone is delusional about why they’re there, but they do respect a certain order of processes, right?

JC: It’s like, hey, connect with me. Make sure it’s a relevant connection. If you want to post things or give value, fine, but until it’s time to actually start the conversation, you don’t go in and go bang, bang, bang, pow, pow, sales, sales, sales. That’s the quickest way to get blocked on LinkedIn. So I commend you for understanding that because so few people do and they do it the wrong way. So out there outside of LinkedIn, are you supporting it with any kind of paid ads? Oh you’d said you were doing videos, is there anything else? Other advice you’d give any other tech, SAS companies right now, as far as how to help their growth outside of LinkedIn?

Michael: I do some Google ads and we’re now looking into LinkedIn ads. So well, we’re-

JC: That’s more expensive.

Michael: I’ll tell you. It’s funny, we actually started about a week and a half ago and made a video. My wife’s a video editor, she does social media. So it saves me… I can do that all day long and it saves me a lot of money there, thank God. So on a $3,000 budget, and I thought I came up with a really compelling ad and I’m like, perfect. Then I had it, if they click on it, it goes to our website. I didn’t have a specific landing page. I see you’re shaking your head.

JC: Yeah. It ain’t going to work. That ain’t going to work. There goes $3,000.

Michael: Yeah, no, but listen, this is good though. I listen to Gary V a lot. I don’t know if you listen to Gary V.

JC: Love Gary. Love Gary.

Michael: He is the best. So it’s like, don’t wait to be perfect. Go out there, do your shit. If it messes up, learn from it, do it again. So I wasn’t going to wait until it’s perfect. So anyway, the LinkedIn ad worked… They say 2.2, 2.5% click rate is incredible. It’s pretty good on a LinkedIn ad. We were getting 5.5%, but I wasn’t getting shit on my website. So I told my wife, let’s pause it. This is obviously working, now I’m in the process of building that landing page.

JC: Yeah. So you were getting the click-through, but not the conversion?

Michael: Right.

JC: And listen, you did it the right way. Just launch. Right? Just launch. I love saying it. Just launch, just do it because there is no way for you to know how it’s going to work until you just try it, but you bring up a good point. You can tackle and master or even get lucky, for example, on one part of the equation. You did really good on the first part, but people forget that there’s a lot of links in that chain and if any of them are broken, the whole thing falls down. But it’s good to though. I mean, you saw that you were crushing on your click-through rate, which means that your ads are working, but when you have no conversions on the website, that means it’s either the website’s problem or you’re targeting is the problem. But it’s good that you figured that out. It sounds like you obviously… I imagine you’ve fixed that by now and it’s working well.

Michael: We just started two weeks ago, a week and a half ago. I had my wife pause the LinkedIn ad on Monday, and now I’m working with a developer just to get me that landing page. And I spent all night working on, if my message resonated, then the next step of the message should be that. We’re going to have a little video and then we’re going to see how that works.

JC: Yeah. Then you’ll split test that for the next two years. I mean, you’re never done, right? You’re never done, but once you get to that point of ROI, there you go. Then at least it gives you that motivation and the budget to keep testing. The trick is to fail as quickly as possible so you can pivot and correct it. So that’s really cool. So the title of the show, the Future of BizTech, let’s go into that idea now. Where do you see your industry going? By your industry, I want to say specifically, let’s say that the sales tools. Let’s say ROI tools. So you have a very specific one that helps salespeople calculate it with prospects. There are other things out there, but where do you see the industry in, let’s say, five years? Other companies like yourself and your company. How do you see people using it? Is there anything new that you can think that, like the next big thing, that might be used as such?

Michael: There’s a lot of direction. There’s a direction we’re going with the product. I don’t want to share it, necessarily.

JC: Oh, come on. Can we get that preview, like a general idea? I would be remiss if I did not at least try for this on, literally the Future of Biztech. A little bit of the future. You don’t have to give away the secret sauce, but like generally speaking, what will be the benefit, let’s say, of this new tool or the new feature you’re coming up with?

Michael: All right. The benefit is that it addresses your problem that you mentioned when they don’t know the answers to their questions. They don’t know what is the average salary of somebody or the average time it takes to create an expense report or whatever it is. What we are planning on doing is, just through all the ROIs created and through reporting, and all the data that we’re generating, is really to be able to dynamically show the prospect, hey, in your industry, this is what the range really is. What are you comfortable with? So, really that because they don’t know it. So, that’s the number one-

JC: It sounds like you’re going to hook into more data insights from other platforms or data networks that gives the user the ability to now actually guide that conversation better basically. Right?

Michael: Absolutely. Yeah. Yeah.

JC: That’s awesome.

Michael: We’re going with a whole sales methodology. We’re not going to be sales trainers, but you know what? You can give a rep an amazing ROI tool, it’s so foreign to them. They don’t know how or where to even use the thing. It’s like giving somebody who doesn’t know how to drive a Ferrari, that doesn’t help them.

JC: Yeah. Here are the keys, don’t crash.

Michael: Yeah. Really the methodology on where and how to strategically place these calculators in the sales cycle, and they’re different for different companies. So that’s really the avenue that we’re going in now is, not only do they get the calculator, they get best practices, how to make it more digestible in little chunks. Because a lot of reps think, “Oh, shit. I got to build this whole calculator with my prospect?” No, you don’t. Not if you did good discovery and then tie discovery with the calculator. So it’s a different way of selling, but you’re talking dollars and cents, and not features. So that cuts-

JC: Can I ask you a question though? Do you have… There’s two things I’d be curious for, for me personally. So a lot of people obviously build out proposals and whatnot, are you guys going to help either a, create a backend API or an embed code so that salespeople can take the results of that and import it into proposals when they send those officially, so that it can become part of that proposal process to be signed off on?

Michael: Yeah. So we can do a couple of things. One is with a push of a button, our ROI tool could give you a PDF dynamically with the data you entered and if you had standard proposal language in front or behind, we can do that today. We do have a full integration with Salesforce. So if you need to get the data from our ROI tool into Salesforce and then Salesforce you have a proposal software, that could be done today.

JC: Okay. Very cool. Yeah. I’m definitely… I was checking out before the show, but I’d love to have an offline conversation with you and I want to demo this a little bit, because we’re doing a big push into sales ourselves. Scaling, expanding and whatnot. We were lucky enough to not only survive but actually thrive through. I think honestly just for the… Because we specialize in B2B tech, like that’s one industry that actually ended up doing really well. So we kind of just were accidentally in that better space and not so many agencies were as lucky, but anytime we can get anything that can help that sales process, help decrease the sales cycle, increase the conversions, and it sounds like your tool does that. What would be the one piece of advice that you would give the audience based on your experience with your company? If you could just give them one golden nugget for people listening.

Michael: Most people, make it as simple as possible. If it’s not simple, your reps aren’t going to use it, and your prospects aren’t going to understand it. I’m going to give you a couple here, because there are so many mistakes that happened along the way. Two, is when companies are building their ROI calculator, they’re building it for their salespeople which is a mistake. You are building it for your champion. They are the ones that are going to get it. They’re the ones that have to look at it, understand it, and sell it internally. If they’re not comfortable with it, they’re not going to use it. Even if you-

JC: What do you mean by champion? You mean like your head salesperson or you mean like your best prospects? Who’s the champion here?

Michael: The champion is the prospect. So if I’m speaking to you and I build an ROI calculator with you, and then I give it to you to sell internally, if you’re not comfortable with it, you’re not going to bring it up to your C-levels to sell. So it has to be easy enough with the prospect and they’re not going to spend hours on it. They have to pick it up quickly. So, it has to be simple. Also, the one thing I always sell, is don’t boil the ocean. Don’t try to uncover every penny you save, there are two or three problems your solution probably solves well, and then there’s another six that are nice to have. Oh, we’ll save you some paper or some mailing costs or whatever it is, but just focus on the… What do most of your prospects gravitate to? Don’t build a tool that will address a hundred percent of your product.

JC: Services, offerings. Yeah, yeah. I love that term, I’ve never heard that. Don’t try to boil the ocean. That’s actually, that’s profound because that visual really reminds me a lot of situations that I’ve been in throughout my whole career. So yeah. Focusing on that one part first and the rest will work itself out once you could tackle that.

Michael: Yeah. At least you’re giving your reps something they can talk value about. That was better than nothing, even if it’s just two things. Then as the reps get more comfortable with it, they’ll come back and say, can we add this in? So, don’t build something, you’re not in the trenches. You don’t know what the reps go through.

JC: You can start with the MVP, right? That minimum viable product, and then let them give you the feedback to build on top of it, if needed then.

Michael: Yes, yes.

JC: Awesome. So how can people reach you personally, or the company, if they’re interested in the tool or if they want to connect with you for any kind of business things? What would be good information to give out?

Michael: No, please connect with me on LinkedIn. I live and breathe on LinkedIn. The company is called The ROI Shop. Don’t leave out the word ‘the’, otherwise, you won’t find us. I wanted to go with ROI Shop, but somebody had that domain and wanted to sell it to me for 95,000 when I’m opening. I’m like, that’s all right. I’m going to put ‘the’ in front of it and save myself. And you can get through to me. You send out… You fill out the form, it’s going to come to me. We’re a small company. I bootstrapped it about nine years ago, I went three years without a paycheck. I didn’t raise any money or anything. So, every one of our customers is important. We don’t have tens and millions sitting in the bank, and I live and breathe sales. I still do it. So it’s not like I’ve lost touch with that world, and we’re always evolving the tool based on what I’m learning every day out in the market.

JC: That’s awesome. Well, listen, Michael, thank you so much for being on this show. I’m sure everybody listening got great value out of it. I’m going to check out more in-depth on this ROI calculator as well, and thanks again for coming on.

Michael: Yeah. Thanks.

infinityadminEpi 20: Quantify the Value of the Services You Provide to Close Sales – Michael Farber, CEO of The ROI Shop