-: So when I talk about the customer journey.
I'm talking about all the interactions and that path
that your customers take from being a lead.
So just to give you an example,
when you go to Finish Line and you fill out
you know a VIP rewards to get all the cool shoes.
At that point you're a potential buyer, you're a lead,
you go onto the website, you're looking at shoes,
you're looking at different sizes,
you're looking at all these different things
about this product before you buy it.
And that data of that journey is so valuable
because if you can understand the customer journey better,
you can support your customers better
and also your employees.
So the main project that I have been on working on
since the beginning of this year.
Would be the re-designing of our onboarding process
for our prospective customers into SAP.
So currently today, this process is somewhat cumbersome,
it all takes place through email,
it lacks a lot of visibility.
And what I was able to do was to pretty much define
what that current process is today,
figure out what the pain points are
from all of our different stakeholders.
So our sales guys, the folks in our treasury department,
our customer service folks.
So everyone who plays a role in that onboarding process
really define, what are your pain points.
And then once I am able to define
what those pain points are.
I go back to the drawing board and then I create
a process that alleviates those pain points that's seamless
and pretty much puts us in a lot better position.
So a busy week for me, is definitely a lot of
early morning calls with my offshore team in India.
They are the ones doing all of my technical work and SAP.
They're the ones helping me lead these integrations
and they're the ones getting their hands dirty.
So a lot of times I'm definitely running around with them.
Sometimes they might need access to certain systems
so I'm trying to fight many fires
so that way I can take all the road blocks out of the way
so that they can be great.
I'm also leading a few POC's which are Proof of Concepts.
So whenever we have different technologies or softwares
that we wanna use.
We do POC's to prove that they work
and that they're worth the initial investment.
So throughout the week I might be sitting in
maybe one or two POC meetings
with vendors trying to sell us on their tool
and why we need it.