My visit to Infusionsoft
I’ve been wondering how best to tell this part of the story from the past few weeks, and really I want to explain the beauty when an organization’s culture just ‘works’.
My post-grad was in Organizational Psychology, so such things are in my bones whenever I visit places – piecing together tech and people, connecting the dots along the way.
TL;DR version – internally, they help people find their authentic selves in their roles, the software itself it part of a much larger eco-system which enables business owners to be liberated from many tasks, leaving them to live their lives.
The story begins:
The most generous Ramon Ray invited me to ICON15, and I was with the media group at the offices on Monday where we would have a tour around the Infusionsoft offices.
Ramon is the world authority (according to Google Search) in ‘Small Business Technology’ with his site www.smallbiztechnology.com
He is also official evangelist for Infusionsoft.
Infusionsoft, if you don’t know already, are one of the up and coming software companies in the US – based just out of Phoenix at Charleston.
Business automation is really what Infusionsoft enables; and through automation people can be liberated to live their lives.
(And if you believe the Singularity is around the corner, small businesses really need to look at getting processes in place!)
The day began:
I woke up here…
On the way to breakfast in the Renaissance, Downtown Phoenix (lovely hotel if you are ever out that way) I met with Patti Pokorchak.
Well, I say breakfast but I think we were both hunting down coffee.
We connected with the group, ready for our tour of the Infusionsoft offices.
We arrived at the offices – things did not work out as planned though…
Having dropped my black note book onto a chair, I never made it to my seat as from 10am I began to connect with people in their offices instead.
It began with seeing Wes Schaeffer, who then connected me up with David Moceri.
From there we began to scribble out onto some paper the principles of a prototype we have built to take our Infusionsoft info and display it in social, starting with Google+
Quite simply, you don’t know who ‘you are sitting next to’ in Social Media and using a simple method we can display whether someone is an existing customer or e.g. in an email sequence. Exciting stuff.
Walking the hallways of the offices
As I walked around, I saw Brad Smith had a images of Mr Bean all over his cubicle, from an artist I know…
Some/many of these are by Rodney Pike, a buddy on Google+
Later in the day I saw he had a complex Rubik Cube on his desk, and Erno Rubik is an online friend so I’ll connect him up there soon too.
My on and offline worlds were colliding.
Downstairs, Allison was the first person to show me the way around the office, and was super friendly and delightful.
Mark and Nyce are smart (developers), and were enthusiastic when I explained how I see social as needing to ‘inform’ the database. If someone is sharing my content, then shouldn’t it change the relationship we have?
From there I spent until 7pm that evening talking with everyone from Jeena in lead gen, through to Mike Hurley, and Michelle in sales.
I learned they have around 40 sales people in the team, they get [x] leads per day each in, their cost of acquisition of a lead is roughly $y, they have z% conversion rate from Jeena to a salesperson, and they have a goal of a% conversion (target/average, some people make it, so exceed it) from the sale.
I also learned it takes up to 30 days to build trust.
Having listened, I discussed with some of the crew whether a ‘front of house’ welcome , maybe face-to-face using Google Hangouts, would allow for better connectivity and conversation, before moving to the next stage in the flow. Jeena loved it. The idea of having a virtual ‘handover’ to a salesperson who would ‘take up the room’ seemed a positive.
There is a way to do this, and scale the team virtually.
I spoke with coaches, and customer service/feedback re: their NRD (or something!) system (I knew I would forget that bit!), but didn’t get to meet James Harrison who did my training (he was BRILLIANT).
Kelly in accounts needs a special shout out as he swept me up (I am like Paddington Bear, or a 6 year old when I am in this state) and paid with his own money for the Uber that took me back downtown.
Kevin was awesome too. Everyone was patient and let me listen to their story, their role.
We talked about whether the system informed them of the lifetime (or yearly) value of a customer per channel, and if they could simply ‘move a dial’ to increase the distribution/allocation of resources into the successful channels.
Bonnie was cool too, btw.
The information helped broaden my view.
Some of you know I’ve been working on a community management software system for about 2 years now, but having spent time here my view is that the tech will smooth the process for small business to connect with the right people for them.
There are so many people at their business that simply let me be present, and listen to their perspectives. This is a gift.
What really hit me though…
When I was chatting with one of the training team, Georgi I think, she said they are enabling people to find their authentic selves (that was Georgi, I think!) – to be liberated to live the life they deserve, and generally be awesome.
This place as an AMAZING culture. And seems to be a very good company.
The conference starts…
But that is a story for another day.
p.s. my note book was returned to me by Saphiya later in the week. Everything seemed to work out ok.