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Small Improvement - Quarterly Company Update July 2015

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Our slides from the all-hands meeting July 2015. Revenues, MRR, NPS and our feature roadmap all in one place.

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Small Improvement - Quarterly Company Update July 2015

  1. 1. All Hands Meeting Mid July 2015
  2. 2. Wow!
  3. 3. 6 new people since April
  4. 4. ..and we’re hiring! • One or two CS agents for San Francisco • One or two Java developers in Berlin • One more UI developer in Berlin • One marketing manager in Sydney
  5. 5. But!
  6. 6. Finance. Not so wow.
  7. 7. Customers vs Revenues $0 $200000 $400000 $600000 $800000 0 150 300 450 600 Q4 ‘11 Q1 ’12 Q2 Q3 ’12 Q4 Q1 ‘13 Q2 ’13 Q3 Q4 Q1’14 Q2 Q3 Q4 Q1’15 Q2’15 $rev 8k 22k 65k 40k 72k 140k 193k 257k 283k 320k 402k 432k 564k 790k 645k #cust 7 19 32 50 73 111 145 195 230 285 350 419 445 520 600 Q2 was worse than expected. Better than Q4, but still…
  8. 8. MRR growth Oops. We’ve plateaued before, but still, this sucks
  9. 9. Outlook • Current 52 week window: $2.5m (up from $2.2m) • $130k collected in 2 weeks of July. $155k in outstanding invoices - pretty good for summer • Goal for 2015 remains $3m in total revenue • Outlook is still good!
  10. 10. Customer Success
  11. 11. Achievements since last All Hands ✓Hired and (in the process of) on boarding Andrew ✓Strengthened collaboration between devs and CS ✓NPS insights ✓Customer Success team building time in SF ✓Experiment with ‘concierge role’
  12. 12. NPS survey to date July 15th 2015
  13. 13. NPS survey stats
  14. 14. NPS – next steps • Gathering feedback, patterns and insights • Concentrate on promoters • getting them on our testimonial page, some extra nurturing/pampering?! • After analysis, deciding how to proceed and build it into the customer lifecycle
  15. 15. Base level support/ Automation Personalised customer success Rock star VIP treatment
  16. 16. Concierge Experiment • Assessing all signups immediately on company-fit and expected deployment size • Trying to reach interesting leads asap, helping them with questions, say “no” right away if bad fit • Adrienne in charge for now, but we’ll start spreading the tasks soonish • Create Deals in Highrise, follow up until won or lost
  17. 17. • Too early to say but: 109 companies assessed, 32 called, 20 reached, 9 spoken to AND the ‘results’ are positive! First insights
  18. 18. Not achieved since last All Hands • “Real” Customer Success plan outline • Better CRM – Migration to Highrise?! • Updating testimonial page – better distribution of location and industries • Resources page – Share valuable articles for prospects and customers
  19. 19. Freshdesk – Q2 2015 Q2 2015 Product Info 9% Others 11% Administration 10% Billing Questions 10% Feature Request 2% Bug 7% 4 Modules 10% Invoices/Quotes 41% Category # of Tickets Q2 2015 Invoices/ Quotes 718 Billing Questions 181 4 Modules 183 Administration 171 Bug 124 Feature Request 27 Product Info/ Demo Request 163 Other 196 Total 1763 Category # of Tickets Q1 2015 # of Tickets Q2 2015 Change Change % Invoices/ Quotes 459 718 259 56.4 Billing Questions 124 181 57 46 4 Modules 174 183 9 5.2 Administration 187 171 -16 -8.6 Bug 98 124 26 26.5 Feature Request 29 27 -2 -6.9 Product Info/ Demo Request 177 163 -14 -7.9 Other 143 196 53 37.1 Total 1391 1763 372 26.7
  20. 20. Discussions and process adjustments • Vision, mission and values • Project handling, knowledge sharing • 3 big topics a month to discuss • Establishing goals and allowing for celebrations
  21. 21. CS Road Map
  22. 22. ‘Real’ Customer Success • Post purchase communication • Establishing ideal touch points • Higher focus on VIPs • Automation of smaller accounts
  23. 23. Newsletter time • We have enough releases for a newsletter! • The last one went out last year. Early last year… • We wanted to think of a new structure
  24. 24. US company trip • Organising lots of client meetings • Organising lots of fun • Organising lots of sightseeing • Organising an event
  25. 25. Ongoing projects • We do need to look at writing case studies • We do need new videos. At least user directory and new objectives • We do need some analytics – celebrations
  26. 26. In summary • Not much ‘shipped’ in Q2 • Important topics touched • Growing – in every sense
  27. 27. Marketing
  28. 28. State of the US office
  29. 29. Getting there • We have a signature from the incorporator on a PDF, still waiting for the actual document to arrive • Work on the employee handbook is in progress, awaiting shortened version this week • Will need lawyer to physically inspect ID documents
  30. 30. Dev Team Update
  31. 31. Slightly adjusted subteams • 3 “stable” teams • Movement between teams is fine (not all at once) • Complementing goals, complementing staff
  32. 32. Improvements Team • Focus on smaller tasks (1h to 3w) • Extend existing features, improve UI and UX • Emergency fixes • Biggest bang for the buck • Shield the other teams from interruptions
  33. 33. Feature Team • Focus on mid-sized tasks (2w to 8w) • Work in pairs only: • Slightly slower than team of 3 • but more efficient • Can always ask other pair for feedback
  34. 34. Epic Team • Tackle one massive challenge at a time • More people means more communication overhead • … but more timely delivery too • Least interruptible team
  35. 35. Objectives Improvements Features
  36. 36. Released in Q2
  37. 37. iOS • Launched at last • .. but very slow uptake • A few quirks reported, and lacks SSO support • We’ll wait for more feedback and usage before deciding on next steps
  38. 38. User Import • BambooHR and Google Apps shipped • CSV Import very close to CS usage • Self-service for select customers is due next
  39. 39. Security Fixes • added CSRF tokens to many forms and ajax actions • fixed XSS bugs all over the applications • Fixed open redirects, upgraded ssl certificates, added confirmation step to Google Apps, etc etc • Introduced Content Security Policy • HackerOne was very useful so far
  40. 40. Improvements
  41. 41. Improvements
  42. 42. In summary • Not that much shipped in Q2 • Onboarding the new staff worked very well… • unsurprisingly, didn’t make us faster yet • Should aim for much higher throughput in Q3
  43. 43. Features in progress
  44. 44. Mail log viewer • Our initial prototype is being been revamped • CS team can use it in a week • End user deployment soon thereafter
  45. 45. Cycles Overview • Took longer than expected due to interruptions • Almost there, but not quite • “Edit cycles” not touched yet
  46. 46. 360s: Self-Nominations • Will get tested in internal 360 cycle - next week
  47. 47. Objectives
  48. 48. Achievements • Work closer with CS team • Comments with permissions and mentions • Activity stream • Weighting adjustment now very simple • Replaced wicket tabs on profile, review and feedback • Deprecated 3 settings (Priority, Threaded discussion, ordering) • Rework UI and UX of browser, details and create
  49. 49. Greatest challenges • UI prototyping in code was fast but no documentation/ history • UX prototyping in code was inefficient
  50. 50. Greatest challenges • Backend not flexible and a lot of code debt. 
 Very tricky problems to solve (e.g. providing data for browser efficiently) • Objectives super configurable SI, complex UI • Not able to win many clients to participate a user- tests
  51. 51. Key learnings • Valuable insights and rapid feedback loop to CS team by having a fixed member, James, at all our meetings • Focus on user flow’s not single screens • Use data analysis to understand the usage of features
  52. 52. Key learnings • Tool like InVision to help us focus on UX flows to have a shared understanding. Documentation and transparent decisions captured. Clickable prototypes without coding. • Weekly meetings very successful to reflect, share and plan.
  53. 53. Q3 • Improve the weekly meetings by making us more accountable for each week’s tasks • Finish redesign and continue user-testing! • Soft launch to evaluators end of July, full launch in September • Start developing milestones
  54. 54. Features planned
  55. 55. Objectives Team • Softlaunch objectives to new evaluators in August, full launch in September • Work on Key Results next (“milestones”) • Summer holidays are coming, no major plans beyond this
  56. 56. Feature Team • CSV Import: Make self-service for select clients • Dashboard 1.5 • Calendar integration • Achievements page access for clients • Messages: Praise multiple people • Edit Cycles
  57. 57. Improvements Team • Cycles overview (in progress) • Edit user overlay (on hold) • Export Overlay: Select desired fields • Pricing page, Tour page • Further observer improvements • Mini user Profile • Show user stats over time
  58. 58. Challenges ahead
  59. 59. Goal: Reduce churn! • Churn is too high, especially for smaller customers • Will introduce base price of $150 per month • Won’t invoice client until properly tested • Make achievements page self-service, promote it
  60. 60. Goal: Improve faster! • We need more product improvements, faster • Good news: We have hired 5 developers • Will still take time until fully productive • We’ll tackle large projects like Dashboard and Streams in late Q3 • Until then: warmup tasks & avoiding gold-plating
  61. 61. Goal: Keep customers! • Better product will help keep customers • But our outreach must get better too • Both to new clients and to existing ones • Need a larger CS team • but we can start a few things now
  62. 62. Goal: Mission and Vision • We need to create a meaningful values document, and write down our mission and vision • Everyone should participate building it • Please fill in your SI 360 forms!
  63. 63. In summary
  64. 64. We rock • Q3/Q4 won’t be a walk in the park! • Awesome team, and growing • Terrific features and process improvements in the pipeline • Looking forward to Q3
  65. 65. Questions & Answers

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