And then let’s add features: that configurability, adding the prospecting tool, all of those types of things. You have to build the foundation and then from there is the architecture, right? So then we created all-new architecture, which gets into modern components, being able to create the experience we want to create. Think of building the foundation for a house. We did that early on, right after the acquisition, but that’s not a small thing. You just have to be a user of the software, and you can configure the environment literally within seconds and have the experience that you want.įP: It sounds like the infrastructure piece is why you decided to go with a big product launch rather than release small updates every few months. An area that we’re really hyperfocused on is allowing users to configure their environment - what data they want to see, how they want to see it, where they want to see it, what widgets they want and do it in such a way that you don’t need a technologist or data scientist. Our design team and product managers then tested it with our client base in all sorts of roles in an advisors’ office, making sure that we’re designing for all the various personas. We thought through all that, then did a proof of concept. Where do people go? Where are they clicking most? What areas and features are they using most? From there, created a roadmap of all the changes we're going to make so that advisors can have a delightful experience with our CRM. Over the past 18 months, our product development team, product managers and designers spent God knows how many hours reviewing all of the feedback we’ve had from our client base, then looked at all of our usage patterns for the technology. So every touchpoint a client may have with this has been upgraded. We wanted to make sure from any minute that a client is being served, whether they’re working with our software online or asking for help, all of it is in the modern framework. We upgraded all the stuff that all of our employees use, from hardware to networks. We worked on a whole bunch of other things - security and things like that. We brought it from a locally hosted provider into Amazon Web Services and modernized the whole infrastructure. Rich Cancro: Where we started was the infrastructure.
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