Small Improvement - Quarterly Company Update July 2015

All Hands MeetingMid July 2015

Wow!

6 new people since April

..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

But!

Finance. Not so wow.

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…

MRR growth

Oops. We’ve plateaued before, but still, this sucks

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!

Customer Success

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’

NPS survey to date

July 15th 2015

NPS survey stats

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

Base level support/ Automation

Personalised customer success

Rock star VIP treatment

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

• Too early to say but: 109 companies assessed, 32 called, 20 reached, 9 spoken to AND the ‘results’ are positive!

First insights

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

Freshdesk – Q2 2015Q2 2015

Product Info9%

Others11%

Administration10%

Billing Questions10%

Feature Request2%

Bug7%

4 Modules10%

Invoices/Quotes41%

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 56.4Billing Questions 124 181 57 46

4 Modules 174 183 9 5.2

Administration 187 171 -16 -8.6

Bug 98 124 26 26.5Feature Request 29 27 -2 -6.9Product Info/Demo Request 177 163 -14 -7.9

Other 143 196 53 37.1

Total 1391 1763 372 26.7

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

CS Road Map

‘Real’ Customer Success

• Post purchase communication

• Establishing ideal touch points

• Higher focus on VIPs

• Automation of smaller accounts

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

US company trip

• Organising lots of client meetings

• Organising lots of fun

• Organising lots of sightseeing

• Organising an event

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

In summary

• Not much ‘shipped’ in Q2

• Important topics touched

• Growing – in every sense

Marketing

State of the US office

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

Dev Team Update

Slightly adjusted subteams

• 3 “stable” teams

• Movement between teams is fine (not all at once)

• Complementing goals, complementing staff

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

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

Epic Team

• Tackle one massive challenge at a time

• More people means more communication overhead

• … but more timely delivery too

• Least interruptible team

Objectives

Improvements

Features

Released in Q2

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

User Import

• BambooHR and Google Apps shipped

• CSV Import very close to CS usage

• Self-service for select customers is due next

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

Improvements

Improvements

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

Features in progress

Mail log viewer

• Our initial prototype is being been revamped

• CS team can use it in a week

• End user deployment soon thereafter

Cycles Overview

• Took longer than expected due to interruptions

• Almost there, but not quite

• “Edit cycles” not touched yet

360s: Self-Nominations

• Will get tested in internal 360 cycle - next week

Objectives

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

Greatest challenges• UI prototyping in code was fast but no

documentation/ history

• UX prototyping in code was inefficient

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

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

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.

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

Features planned

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

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

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

Challenges ahead

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

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

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

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!

In summary

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

Questions & Answers