Kevin Au
00:15 – 02:22
Alright. Let’s go ahead and get started.
We wanna welcome everyone to our LeanData customer spotlight webinar. And if you’re new to these, this is where we highlight real life LeanData admins, not AI folks.
These are real people who are working in sales, marketing, revenue operations, and roles very similar to, I’m assuming, many of yours and how they are going about improving their go to market processes. So the goal of these sessions is really to provide a way for all of our LeanData users to learn from other LeanData users, whether it’s to gain inspiration, so that everyone can uplevel together with what you’re doing with LeanData and, with your go to market processes.
Now before we jump into, our guest today, I’d like to cover just a few housekeeping administrative items. Firstly, we will be recording this session.
So don’t worry if there’s something that, you missed. You’ll be able to go back and review those things later on, and we’ll send out a recording of this conversation.
And secondly, we encourage you to interact with us. Use the chat feature to engage with anything that you hear that you find really interesting.
Also, if you have any questions, there should be a q and a panel that you can utilize as well. And I can’t promise that we’ll get to all the questions today, but we’ll do our best to incorporate them and then follow-up as appropriate.
Now today’s conversation, I think, is gonna touch on a question that a lot of RevOps teams are wrestling with, and that’s how do you scale and evolve your go to market motion. It it’s always changing, but you don’t necessarily want to duplicate your effort across just a growing number of tools.
And our guests today have built something really compelling at Telium, and I think you’re gonna walk away with some practical ideas. So let’s go ahead and bring our guests on for today.
That will be Jake and John. So once they come on stage here, I’ll ask you guys to introduce yourselves and, your role at So let’s maybe get started with Jake, and then we can move on to John.

Jake Thomas
02:22 – 02:22
Yeah.

John Flesher
02:22 – 02:22
Sure.

Jake Thomas
02:22 – 02:40
I’m our director of revenue systems, so I own everything kind of Salesforce related and the tools that kinda integrate with it to make sure that it works. So really overseeing the the technical building side of, like, the LeanData piece as well is kinda, like, my my area.

John Flesher
02:40 – 02:56
Yeah. And so I’m the director of marketing operations, and I kinda hand like, deal with a lot of the technical setup on the front end of that.
And so Jake and I deal with each other a lot in terms of sales to marketing handoff and things like that. Yeah.

Kevin Au
02:56 – 03:13
Awesome. Great.
And, you know, I I think you guys are a little bit unique in that your experience with LeanData has been pretty long running. You’ve been using the platform for for six years, so you kind of, implemented these things as they’ve come out.
So really, looking forward to hearing your perspective on these things.

John Flesher
03:13 – 03:26
Yeah. Just a fun little story there.
Jake and I have actually worked together at the past three companies together, and we’ve brought leaned it in at, like, each one of them. So we have a pretty good understanding and philosophy of, like, how we like to do things.
together with it.

Jake Thomas
03:26 – 03:31
Not to date ourselves, but it’s been longer than six years.

Kevin Au
03:31 – 05:17
Certainly appreciate it. Alright.
You know, there’s a lot of things we could talk about today, guys. But, initially, we reached out because we’re really interested in what you’re doing around AI SDRs and AI chat agents, we.
still do wanna talk about that. But, you know, as we had our initial discussions, I learned that this new and shiny AI SDR story is just kind of the tip of the iceberg, around what you’ve been building over the past, you know, six years with LeanData.
So today, we’ll start off talking more about the foundation, centralized routing as the go to market backbone of all of your processes, and then we’ll move into the model. And you guys mentioned that building a contacts first approach was a really important aspect of that.
So we’ll talk about that as well. Then we wanna do is sort of expand that to your experience with expanding to, scheduling and using BookIt and specifically to capture the high intense moments on your website.
And then I think the meat of what we want to talk about as far as the innovation aspect of it, and I think what folks want to hear about is how you incorporated this AI SDR motion into your overall processes. And then at the end, I think it’d be helpful to kinda take a step back.
And not everyone here has had that six years to build that foundation, but there has been a through line philosophy and an approach that I think is gonna be applicable for everyone, and that’ll give us some practical takeaways there. So let’s go ahead and jump into it.
We’ll we’ll start off with the foundation, and that is really centralized routing as the backbone of your go to market processes. So, maybe, John, I’ll have you talk about this first, you know, this very deliberate philosophy around centralized routing.

John Flesher
05:17 – 05:59
Yeah. And I think, like, that philosophy goes deeper than just routing for us.
It’s it’s like centralized management for all things. It it just as an ops minded person, anytime you have to make changes, like, centralized management allows you to make that change once, and everything that’s calling into that, that applies immediately instead of, you know, every workflow has a routing rule, then, also, you’re changing thousands of workflows at once, and it just becomes a pain in the butt.
And so we kinda just got ahead of that and and, you know, thanked our our future selves for being able to just make that easier on ourselves going forward. And it just it’s the only way to truly scale.
You’ll just get stuck in tech debt if you don’t.

Kevin Au
05:59 – 05:59
Yeah.

John Flesher
05:59 – 05:59
But.

Kevin Au
05:59 – 06:06
you tell us maybe a little bit about your consolidating around LeanData specifically as. a platform for that?

John Flesher
06:06 – 06:35
Yeah. And Jake probably wanna talk to this one a little bit too.
But with LeanData specifically, we just wanted to have a centralized place where we could have everyone go to the right people, and there’s really no sense to us to have that be different for any rule or scenario. Like, we built it all into one workflow.
So it is a more complicated workflow, but it answers all the questions in one place. In that way, when you have to make that change, it’s all in one place.
It it is reflected anywhere any scenario happens.

Kevin Au
06:35 – 06:49
Mhmm. Yeah.
Absolutely. You know, Jake, from your end, you know, having to work in and deal with moving things around in the platform, you know, what is it about the LeanData platform that has really allowed you guys to build on top of that?

Jake Thomas
06:49 – 07:22
I think, first and foremost, is, like, the lead to account matching. Like, that’s the the biggest, component and value add, like, just foundationally, especially when we’re, you know, an ABM centric, company, being able to take the leads that come in and automatically, like, match and associate them to accounts helps a lot with, like, the attribution and, like, making sure the right people get to the right reps or SDRs or whatever.

John Flesher
07:22 – 07:22
Mhmm.

Jake Thomas
07:22 – 07:56
And that lets us really kind of, like, force that function and let us kinda work in more of a contact centric approach because it helps keep the processes the same where creating opportunities from contacts. So we have, like, the contact added to the opportunity so we can track who we’re working with and, also, LeanData.
Having everything centralized helps it so all of our object routings that we do can all be handled there as well.

Kevin Au
07:56 – 08:22
Mhmm. And it seems like it’s it it was a really important matter for you guys to ensure that all of that was not duplicated across different systems.
And as any ops team knows, tools will kind of come and go. And over the years, I’m sure you guys have seen your fair share of that.
But could you tell us a little bit around why that was so important for you guys and the benefits that you’ve experienced from it? And either one of you can respond to that one.

John Flesher
08:22 – 09:06
Yeah. We’ve had some past tools where we, like, couldn’t necessarily, like, leverage LeanData’s routing for all aspects of, you know, how they would handle routing on, like, the front end of the website before it even came to Salesforce.
And, you know, anytime there’s a change, you now have to go remember to, like, go update it in another place. And what’s nice about that centralized management is it’s kinda, like, set and forget.
Like, that is the source of truth. You don’t have to remember that, like, there’s a checklist of updates to have to go make somewhere.
And I think that’s where it’s just been, like the reliability is much higher than it was anywhere else because you know that that is where like, if there’s a routing issue, it is in one place. It’s not go let’s go peel back the hood on three different places where routing could be happening.

Kevin Au
09:06 – 09:07
Mhmm. Yeah.

Jake Thomas
09:07 – 09:25
Yeah. Definitely, the the ease of management is so much easier with, like, the visual UI and the graphs.
Like, making changes, like, oh, I wanted to go to the AE if it’s an existing customer is so. much easier than having to try and update a flow or any other sort of, like, logic too.

John Flesher
09:25 – 09:42
Yeah. Well, and also just the auditing that LeanData has, I think, is really helpful for troubleshooting too.
You can see how, like, an exact record, like, what node it, like, went through to find out, oh, like, that’s not where I want that to be firing that way. But now I know where the issue is.
I can go adjust that.

Kevin Au
09:42 – 10:46
Yeah. Definitely.
And, you know, with that change management aspect of things that you guys touched on, I think that’s so huge to be able to, be confident as far as, hey. I’m gonna make this change.
I can see what’s happening. I can see what’s going on.
I can understand it. And that that expands in more than just you guys too.
If you’re able to explain and show to your stakeholders organizationally and they can understand it, that goes a long way in being able to iterate and build quickly. Okay.
Awesome. Well, you guys kind of already started touching upon.
this, but oh, you had something else to say there? Okay. I think I just heard some background noise.
But let’s talk a little bit about this building a contacts first approach. So I don’t think you guys are necessarily unique in this in this aspect, but I certainly wanna hear about, you know, why that was so important to you and how was the decision that really helped you to kind of have a direction and to build on top of that and all the other technologies you wanna layer on top, have really benefited from this decision.
So could you talk us through that thought process and how you ended up there?

John Flesher
10:46 – 12:02
Yeah. I think there’s, like, a handful of benefits here that really kinda helped usher this as, like, the the general practice.
Obviously, like, with report types, it’s easier to have, you know, contact reports, anything like that. There were moments where we were missing leads and, you know, SDR views or anything like that going on.
As Jake said too, the ABM plays really help with contact first approach because the contacts won’t inherit any of those account level fields. And so if we’re managing accounts, it’s kind of that, like, centralized management all over again.
As soon as we change it on the account, all contacts get that value. And so when we’re trying to go after accounts with a certain criteria and the contacts that reflect that, it’s much easier targeting to be able to do that versus every lead is its own company even though that could be the account.
You now have to go make sure that, like, oh, well, if it’s, you know, Acme Corp over here on record A versus Acme Corp on Record B, making sure that that’s all up to date is nearly impossible, and you’re gonna start to see kind of some blurred lines of what truly Acme Corp is instead of having Acme Corp be the the account that you manage and then have everything live on that. It’s it’s way cleaner and way better data to activate.

Kevin Au
12:02 – 12:30
Mhmm. Yeah.
Certainly, from a reporting standpoint, having that comprehensive view of things, certainly helps. You know, Jake, anything to add on there? I know that you may have had a a hand in both building and maintaining a lot of this.
I do have a modified version of, your graph that I could, share as well. So I don’t know if that’s going to, something that you could kinda walk through and some of the choices that were made here.

Jake Thomas
12:30 – 13:11
Yeah. So what’s what’s really nice is you can, like, check if well, one, if they’re a hand raiser versus just kinda MQL ing through just, like, the normal life cycle.
And depending on which path it’s coming from, you can treat things very different. I know our first pass is like, hey.
Does this lead match an account? If so, like, convert it. And what’s nice is you can get very granular with, like, the accounts you’re matching against, especially if you’re dealing with a large company that have a lot of, like, subsidiaries.
You know, you can narrow it down to be, you know, using the country as a tiebreaker,.

Kevin Au
13:11 – 13:11
Right.

Jake Thomas
13:11 – 13:55
for instance. So that makes things a lot more cleaner.
And then just like the duplicate handling as well. If there’s already a duplicate lead, if there’s a duplicate contact, being able to handle that, and then also being able to, like, send Slack alerts.
I know it’s not showing up here, but I know Slack integration is out of the box and pretty intuitive to use. And, yeah, just being able to activate on so many different conditions if it’s a customer or if it’s a prospect, tier one versus not an ICP.
So it makes it very easy to, like, make those distinctions and handle it how you like.

Kevin Au
13:55 – 13:56
Mhmm.

John Flesher
13:56 – 14:56
One thing to maybe touch on here that’s, I think, kind of maybe a little debatable on, like, philosophy that some people don’t wanna, like, route a record to, like, an STR or an AE and tell them QLs. Right? It has to be, like, ready to talk.
We route at creation and that, like, lives with that person. It especially at, like, the ABM level, that gives you, like, a way better insights into what’s happening at the account.
What like, those little engagements, if five to 10 people at an account are doing small things, that that is, like, kind of an intense signal that you might wanna, like, look into a bit more and curate follow-up to that. But we don’t have any, like, expectation of follow-up and tell any of those records, like, reach an MQL, and we alert off of that.
So while it might be assigned, there is, like, no action needed until, like, it hits certain, like, thresholds. And I think that’s been really helpful for the SDRs to get that picture of what’s going on at the account.

Kevin Au
14:56 – 15:16
Mhmm. Yeah.
You want the visibility there. You know, I appreciate the the ABM approach towards that, But I’m just curious, what do you guys do when leads don’t match to an account? I know that we were doing the contacts first model, but are there situations where you might wanna keep things as leads, and how do you handle that?

John Flesher
15:16 – 15:50
Yeah. We’ve gone back and forth on what to do there.
Right now, we’re in the monitor the leads that come through. And, you know, if there’s a reason it’s not converting to the account, kinda fix that.
But we haven’t gone to auto creation of accounts just because of, you know, potential duplicates or just, like, the maintenance that that would cause on just the nuances. And so something we might explore in the future.
But for right now, we’re keeping it just very clean with the the known accounts and and working off of that.

Kevin Au
15:50 – 16:01
Okay. Jake, anything to add from your end as far as, you know, things that you’ve tried with, unmatched leads and how to deal with that?

Jake Thomas
16:01 – 16:13
Nothing more. It’s more like just that human in the loop, like, what edge cases are there that we’re not considering.
But, I mean, it’s it’s been working kinda the way we have it now.

Kevin Au
16:13 – 16:16
Mhmm. Yeah.
Absolutely. Cool.

John Flesher
16:16 – 16:32
One thing, to add there, maybe sorry. Real quick is just the the leads still get assigned to the SDR.
So that is kind of, like, the human in the loop that they can kinda manually convert things to an account if needed. But, ideally, you know, we’re automating as much of this as possible.

Kevin Au
16:32 – 16:35
Right. Right.
So the visibility is still there if they want. it.

John Flesher
16:35 – 16:36
Yeah.

Kevin Au
16:36 – 16:42
Yeah. But it’s just not, an expectation of a a follow-up and an action as of yet.

John Flesher
16:42 – 16:44
Mhmm.

Kevin Au
16:44 – 17:15
K. Alright.
Let’s go ahead and start talking about you you built out this, strong foundation for routing and, looking for duplicates and conversions, so having this ABM centric contacts first model. But then then comes in this idea of scheduling, and BookIt.
So if you could tell us a little bit about what happens when someone raises their hand on your website, and then how did BookIt enter the conversation there?

John Flesher
17:15 – 18:05
Yeah. So part of that was just reducing friction at all costs and, you know, giving time back to the SDR.
So, like, better experience and more efficiency are kind of just, like, in our DNA, I think. And so for us, it was kind of a no brainer to take the SDR element of, like, someone fills out a form saying they wanna demo, and then the SDR has to follow-up, like, you know, within twenty four hours to say yes.
Like, let’s schedule that time. What time are you available? And it’s, you know, two, three days go by.
Someone’s busy during the week. You lose out on that opportunity.
And so we were just like, it it’s a no brainer to be, like, just book the time when you’re ready. We do only do this for tier one and tier two, you know, ICT focused accounts, ensuring that there’s a a quality metric.
So some student isn’t booking time with an AE to just learn more about our product.

Kevin Au
18:05 – 18:38
Yeah. I think, that that was kind of an interesting, thought to me that this utilizing Book It was more of a play on improving the user experience, and it wasn’t so much like a a volume play, but like a quality play.
And I I do appreciate that particular approach. You know? So when you’re doing that, what do you consider, like, successful? Right? You know, how do you know that, you know, what we’re doing here is is something that’s worth doing pursuing that it was a success versus something that maybe you will want to step.
back from?

John Flesher
18:38 – 18:47
I mean, doing it wasn’t that hard, like, implementing the code and, like, getting all set up. So it was kind of, like, just do the right thing and trust the process a bit.
And so part of our,.

Kevin Au
18:47 – 18:47
Sure.

John Flesher
18:47 – 19:06
like, brand is to create, like, good experiences with, like, good data. And so that kinda just led into, like, what we’re trying to preach as our own brand to be, like, create a good experience.
We know they’re a good account. Like, curate that experience for them to to remove friction where possible.

Kevin Au
19:06 – 19:29
Mhmm. Yeah.
I do believe we have yeah. We do.
We do have a a screenshot of your actual. processes around, demo requests that come to your website, and and this is actually fairly true to exactly how it’s configured in your instance.
So maybe, Jake, if you can walk us through some of the aspects of this and why those decisions were made, for how this was set up?

Jake Thomas
19:29 – 21:43
Yeah. For sure.
So, basically, always deduping first is kind of a best practice. So that’s kinda what we do.
Like, are they a duplicate contact already? If they aren’t, just trying to follow the graph. If they’re not, then see if they’re an account.
And then if they match the account, like, evaluate whether it’s an ICP tier one or two, or if they’re a customer or not. And we kind of do that so we’re not, as John mentioned, blowing up our calendars of people who are actually trying to, like, take meetings.
And so the top right corner and the bottom right corner are basically doing the same exact thing. It’s just is one based off a duplicate contact versus it being matched to an account.
And. it’s the same logic and feeds the same result, ultimately.
If they don’t match or they’re not qualified, that just takes them to, like, our thank you page for filling out the form. And, like, probably the SDR will get the traditional hand raiser approach where they’ll reach out or they’ll validate the account and the company, see if it’s worth taking a time, making sure it’s not, like, an intern.
Or if it is an intern, like, is it a quality intern or not? So we let that human in the loop. But if it goes any of the other routes, we determine whether it goes to, like, the SDR and the account owner.
Or if it’s a customer, if it goes to the CSM and the account owner, and it’ll show, like, the respective times that are available with both calendars taken into account. And it’ll allow them to schedule right there.
The way I view book it as being a success is, like, how many meetings can we create without an internal person having to do a back and forth dialogue?

Kevin Au
21:43 – 21:43
Sure.

Jake Thomas
21:43 – 21:59
And just someone wants a demo and they’re a qualified person, like, book time. We have the technology to show our calendar.
Like, we don’t need to do the back and forth. So that is kinda, like, how I view the success for this tool.

Kevin Au
21:59 – 22:31
Mhmm. Yeah.
Absolutely. You know, I think that we can also kinda see that the logic here is so simple because you’re highly focused, right, on those high intent moments and making sure the experience is rock solid for for those folks.
So, yeah, this isn’t sort of captured on on the screenshot or anything like that. But, are you guys using BookIt links, as well? That’s sort of a additional BookIt product that we have where folks can send a link and folks can click it and then book a meeting that way? Is that something that you guys are utilizing too and and for what?

John Flesher
22:31 – 23:01
Yeah. We are using those in some places with plans to kinda roll it out for more.
So within, like, our agentic, like, we know who they are, like, giving them that link to book instead of even, like, sending the form. Like, that’s what we’re moving towards.
It’s on the site, like, live just yet, but stay tuned. That will be.
And then sometimes, like, within our product, if there’s, like, a CSM, like, meeting button somewhere, like, they can just book time with their CSM, like, right there. So we’re doing doing a handful of different plays with it.

Kevin Au
23:01 – 23:16
Mhmm. And is that more just the function of, hey.
You’ve got lean data LeanDataBooket. They’ve got this links feature so we can use that, or is there are there any sort of differentiators there that you guys are aware of that, really benefit from using LeanData for this process?

Jake Thomas
23:16 – 24:00
So the one thing I really like about the links piece is you have a lot more functionality with kind of building the URL to add additional hosts, where in other platforms, you can’t really do that. If you’re trying to, like, formulate the the URL booking link, you can only have, like, one person as the host.
Where. if you know you wanna send it to, like, the CSM and the AE or include, like, the STR, you can just hard code that, reference, like, the person’s user ID, and you just have so much more flexibility over, what calendars to include.

John Flesher
24:00 – 24:00
Yeah.

Kevin Au
24:00 – 24:02
No. That’s a great point.

John Flesher
24:02 – 24:22
The sophistication of that link builder, like, really does change, like, how you can use those links and for for what reasons. And so, like, being able to have an AE or CSM during like, depending on the situation or the offer going out, like, that is such a differentiator for for the the value there.

Kevin Au
24:22 – 24:44
Yeah. And I think for most teams here, a lot of those, external meetings would require more than a single host from.
your side. So I just see is see that as inherently limiting as far as, okay.
I’ve sent this link out for myself, but I still need to do the work of finding the availability for someone else and then, you know, doing the back and forth so that kind of defeats the whole purpose.

John Flesher
24:44 – 24:45
Yeah.

Kevin Au
24:45 – 25:35
K. Okay.
So we’ve covered, the foundation, this idea of centralized routing, contacts first, and then now this expanding the use cases to include scheduling in BookIt. But now I think what is perhaps most exciting, for folks and what they wanna hear about is, this innovation part of the story where one that is, you know, as you talked about, is evolving as we speak.
You guys have been one of the first to connect an AI SDR agent with lean data scheduling, and you’ve done it without just completely upending your whole buyer journey, which I think is really key. So let’s dig into that.
I I believe you guys are using OneMind. So.
what was the genesis of this initiative to use AI SDRs, and what made you think about connecting it with lean data in the first place?

John Flesher
25:35 – 27:29
I think, like, you know, kind of beating the drum on our philosophy of just reducing friction. Like, if someone wants to meet like, we we we hate forms.
Like, you know, that’s what it comes down. It’s like, we if we don’t need to ask for the information, like, we shouldn’t be asking for it.
And that, I think, is, like, kind of part of, like, the team in DNA is, like, know your person and create a good experience. And so to the, like, the point of, like, it’s in product, and it’s, get time with your CSM.
Like, don’t ask them to fill out a form if you know who they are logging in to your product. Like, give them that, like, experience because we know who you are.
That was a long winded tangent, but we, you know, we were on Drift. It was a lot more rule based conversations, and we wanted to move to something that was much more sophisticated, smarter, could answer questions, and and have it be truly conversational.
Like like, you know, the whole AI initiative right now is to make marketing much more conversational. And that’s, like, in email and the web personalization.
Everything you’re doing is conversational, and what better way to do that than actually have something you can, like, have a conversation with. And so that was kind of the genesis, I think, for going to something in my mind where any question can be asked and not have it be, like, predicted, you know, blocks of text that you’re asking, like, specific questions and trying to, like, guide them down that journey.
They can ask it in their own language exactly what they want. And the the brain behind it is so sophisticated and being able to truly answer those questions the way it wants.
And and that’s been really great to then layer in, you know, the demo piece. It’s like, it can answer everything up to that point.
It can’t, like, necessarily do the subject matter expert opportunity creation that we’re trying to do. And so that’s where we started to be like, okay.
Like, how do we get them to the next step? How do we make that easy for them, reduce friction to get the highest output? That’s where we’re doing the the links or the form to really help kinda take that next step easily in. the moment.

Kevin Au
27:29 – 27:49
Yeah. Now I’m not entirely familiar with, all of the capabilities of OneMind, but, are there native booking capabilities that you would have? I’d imagine that’s something that folks wanna add there.
So why bring lean data into it at all? Aren’t there some existing capabilities that you can leverage to already do what you want to do there?

John Flesher
27:49 – 27:56
So my understanding is that they they have integrations with other tools, but they don’t have their own native, like,.

Kevin Au
27:56 – 27:56
Okay.

John Flesher
27:56 – 28:02
booking calendar link. And, again, our philosophy is always, like, centralized that.
Like,.

Kevin Au
28:02 – 28:02
Right.

John Flesher
28:02 – 28:30
when we had drip or we had to manage that routing externally because it didn’t like, it was assigning it to the person that would be on, like, their behalf before you even hit Salesforce because it was just an honest record. But if we a new SDR got started and we didn’t, like, update the routing rules, it was off in one place and right in the other place.
And so, like, LeanData being that source of truth is, like, the drum we’re really trying to beat is, like, that’s where we manage it, and we we don’t have to think about anything else.

Kevin Au
28:30 – 28:56
Mhmm. Yeah.
Jake, you’ve been sort of at the forefront of this, you know, setting things up there. Could you tell us a little bit about the details of how this is set up and how you ended where where you are? And, you know, if I could share this, it it looks very familiar, the the processes around this.
So could you tell us a little bit about how things are set up for, routing with AI agents and scheduling?

Jake Thomas
28:56 – 29:34
I mean, we had routing already built. So why not plug in what we currently use already? Like, someone comes in.
We need to figure out, are they do we know them? Are they a customer or not? Are they a high intent person? So plugging into something we already built saves me time. I think a good ops person is lazy.
So they try to, like, find out ways to build things as quick as they can without having to reinvent the wheel every time.

Kevin Au
29:34 – 29:34
Yeah.

Jake Thomas
29:34 – 29:57
So if we can plug in something that we’ve already built that works, that flows the way we want it to flow, and it’s one audit path. Like so that was kind of the point of going this route was we have it built.
Let’s reuse what we have.

Kevin Au
29:57 – 30:49
Mhmm. Yeah.
And that goes back to that well, again, I feel like we’re repeating this over and over and over again, but that philosophy of centralized routing. And since you have that, you’re just leveraging all the input that that’s already been, you know, intaking for number of years now and just adding more ways to leverage that and really gaining your processes that way.
So, certainly appreciate that. Now I know that this is kind of like a newer initiative.
Are there thoughts about where you wanna take this and what you wanna do with it and sort of, like, the next step in your overall vision? Because I’m I don’t assume that this is sort of the the last stop and everything is gonna be, no more development, no more innovation after this. So where do you see things going from here with regards to AI agents and scheduling?

John Flesher
30:49 – 31:18
Yeah. I think we’re kind of just tip of the iceberg just getting started with what we can do here.
I think one thing for the AI agent specifically that we’d like to get to is more on page context, like, more activity of, like, hey. This person’s visited, you know, these three pages.
They might be interested in an AI solution, like, training the agent to then intro with an AI themed message instead of it just being the generic, hi. I’m here to help.
Like, how can I help you kinda start,.

Kevin Au
31:18 – 31:18
Mhmm.

John Flesher
31:18 – 31:46
you know, listening for signals to then create that conversational start will help a lot? And then from the the booking side of things, I think, you know, there’s there’s more friction we could remove. It’s not, like, a 100% where it could be in terms of certain things.
And, you know, the more we get to know people, the more enrichment we’re trying to do on anonymous visitors. Like, we could start to potentially get that right calendar in front of someone before we even know who they are.

Kevin Au
31:46 – 32:07
Mhmm. Yeah.
What about, like, other parts of the overall, you know, life cycle of, you know, prospect to customer? I think we’re we’re dealing a lot with maybe sort of the initial, demo requests that come in and things like that. But is there a vision for maybe further down the line in the life cycle and ways that you can leverage AASDRs and and even scheduling.
around that?

John Flesher
32:07 – 32:35
Yeah. There’s a lot we wanna do on, like, kind of the customer side of things.
That’s probably, like, the bigger thing to tackle next and really, you know, making it a bit an assistant, like, within our product, kinda being able to queue up, like, the documentation or or knowledge base and really be like, how do I set up this connector? And all of sudden, like, that could just be voice prompted, and it can help kinda guide you how to do that. Like, that’s definitely where we wanna go next with online.

Kevin Au
32:35 – 32:50
Mhmm. Yeah.
And I can definitely see that even connecting with a if the if things are not quite resolvable, you know, in that initial. AI conversation, you have a option to book a meeting with one of the support agents who’s familiar with your account, that type of thing.
So, yeah,.

John Flesher
32:50 – 32:50
Yeah.

Kevin Au
32:50 – 32:52
you even take me that way.

John Flesher
32:52 – 32:54
Totally.

Kevin Au
32:54 – 33:50
Excellent. Well, thank you guys for sharing that.
And and, you know, I I don’t assume that this is, you know, the the last we’ll talk about this. I’m sure there’s gonna be a lot more that you guys do.
And even as LeanData iterates on our ability to, you know, add. more features and functions to what the needs are around AI and AI agents, certainly, we wanna discuss that.
So I do wanna take a little bit of a step back. We’ve kinda gotten a little bit into the weeds, which is good.
We wanna hear how you guys are doing that. But like I mentioned at the beginning, not everyone has had, you know, six years to build out this foundation and in the play are in the place where you guys are.
Now there is a through line as far as an underlying philosophy, and we’ve we’ve kind of been referring to that as we’ve been going through. But maybe to crystallize that a little bit more, What are some of the key themes and the key approaches and philosophies that you’ve had as you build out your processes?

Jake Thomas
33:50 – 34:19
I’d say the main thing is ship and iterate. Like, get an MVP out.
Like, you’re not gonna be able to to boil the ocean. If you try, it’s just gonna take longer and longer to get time to value.
So start with, like, the bare bones of what you need to, like, just get up and running and just make changes, do small improvements over time, and you’ll you’ll get there. Like,.

John Flesher
34:19 – 34:19
Zero.

Jake Thomas
34:19 – 34:32
that would be the biggest kinda takeaway from how we kinda, like, operate is go fast and just update along the way.

Kevin Au
34:32 – 34:34
Mhmm.

John Flesher
34:34 – 34:47
Yeah. Just to echo that, like, whatever project or initiative you’re working on, like, any incremental improvement is an improvement.
And it’s more. important to get that out as soon as possible, like, over, you know,.

Jake Thomas
34:47 – 34:48
Perfection.

John Flesher
34:48 – 35:03
perfection. You’ll never get it live if you try to get it perfect with everything.
And, you know, there will always be issues that you can’t even predict until you see it in the real world. And so getting that 80% good or 20% better or, like, just getting it out will definitely help a lot.

Kevin Au
35:03 – 35:22
Mhmm. Can you guys comment about that second point, we have on the slide here, just user experience.
being the north star there? Because you can get kinda get lost as as far as, oh, we wanna do all of these things, and then that quickly complicates thing. And the the speed at which you are talking about sort of gets lost along the way.
So could you talk about that second point?

John Flesher
35:22 – 36:03
Yeah. I think putting the customer first is really, like, part of just, like, the ethos of creating a good experience, and it is more important to, like, get that person to have a good experience and wanna take a, like, a a call with you than it is to get every detail that you want out of them.
And, you know, sometimes it’s, like, accepting that it isn’t like, you know, we’ve had conversations internally about, like, asking them a question on how they heard about us. And it’s like, well, that’s friction.
That’s another thing we have to ask them versus, like, just trusting the process, doing the right things, and letting them come to you and take that meeting. And, you know, at the end of the day, if they’re booking with you, like, that’s the end goal.
So don’t worry about the little details. Create that good experience and trust the process.

Kevin Au
36:03 – 36:19
Yeah. Absolutely.
And we’ve talked about this already, but that ideal of scaling without duplication, any additional comments on, you know, why that’s such a core and, important philosophy to abide by?

John Flesher
36:19 – 36:35
Yeah. I just I think it’s the the only way to scale and be efficient.
If you have to duplicate efforts, like, again, it’s kinda like the SDR spending time going back and forth to schedule the meeting instead of being focusing on, like, outbounding with other initiatives. And giving time back wherever you can is how,.

Jake Thomas
36:35 – 36:36
Yep.

John Flesher
36:36 – 36:48
you know, a team of two are gonna act like a team of four is if we can kinda carve out all these little efficiency gains. Those individuals have a lot more time to go work on more productive shipping and iterating initiatives.

Kevin Au
36:48 – 37:27
Mhmm. Yeah.
You know, Jake, from your end, what what are some of the learnings from being one of the the first movers as far as connecting, like, a AI, chat agent with with LeanData. So either technically, what are some of the learnings? Or organizationally, what are some of the learnings there? Because you.
don’t have the benefit of having a blueprint that someone else has made all the mistakes for you and you can kind of copy. So, you you you kind of are that blueprint or you’re making that.
So what are some tips and recommendations for folks who want to build out something similar at their organizations?

Jake Thomas
37:27 – 37:59
Contact your CSM because that’s what we’ve had to do, and they’ve been extremely helpful with, you know, debugging, troubleshooting with us, like, being very helpful. The other thing that is also helpful that you can control is knowing what the bare minimum is.
Like, how do we wanna treat these situations? Because I find a lot of times projects or initiatives get delayed because of indecision.

Kevin Au
37:59 – 37:59
Mhmm.

Jake Thomas
37:59 – 38:24
So just knowing, like, what is, like, the basic functionality we want and, like, the user experience you want with it and work with your CSM to figure out, like, how do we make this work? Like, this is. what we’re trying to do.
And, obviously, having the experts guide you along the way helps a lot.

Kevin Au
38:24 – 38:24
Yeah.

Jake Thomas
38:24 – 38:32
I think we’ve also kind of, like, taught them some things with how we we can leverage the product too, which is nice.

Kevin Au
38:32 – 38:32
yeah.

John Flesher
38:32 – 38:32
Yeah.

Kevin Au
38:32 – 39:08
That’s great. It’s it’s a definitely a two way learning, especially when we’re dealing with new territory that not a whole lot of folks have, been involved with as of yet, but I think a lot of people wanna get there.
So I appreciate working with you guys on on a lot of these things. We kind of already talked a little bit about where you want to take the, AgenTik AI thing, but what what else? You know, whether it’s using AI in those processes or or not, what’s sort of next for Telium? Where do you wanna go? What are some processes that you’re looking to expand out? We’d love to hear about that.

John Flesher
39:08 – 39:39
Yeah. I think we’re leaning deep into AI right now, not just in, like, the agent tech, like, chat bot, but, like, back end workflows, assessing data, like, taking massive transcripts and boiling down, you key takeaways.
And, you know, we’re working on some really interesting, like, product messaging docs, like, right now and kinda turning that into an agent for email sends and all sorts of different things we could do with it. So pretty much any way you can leverage AI, that’s really where we’re we’re leaning in right now.

Kevin Au
39:39 – 39:40
Mhmm.

Jake Thomas
39:40 – 40:16
I think another thing as it pertains to to lean data, at least, is the routing links. So it’s kinda like the bucket for forms, but you just have it as a link versus, like, a button.
Using that functionality and providing more of, like, a, hey. Book here, whether it’s from, like, a Marketo email or, like, really Marketo email.
And having that same functionality be used just in, like, a link form.

Kevin Au
40:16 – 40:16
Mhmm.

Jake Thomas
40:16 – 40:21
and being. dynamic and intentional with that.

Kevin Au
40:21 – 40:22
Mhmm. Yeah.

John Flesher
40:22 – 40:48
The routing links are really helpful when you don’t know, like, everything you need to know for, like, the bucket link to work. That’s kinda like a very nice, like, supplemental, like, plan b, the way we see it.
A lot of things, like, we could put that link somewhere and be, like, complete the information that we need from you in order to get the right calendar to show up. And so that’s been a really cool experience as well.
I think everything we’re trying to do is create better experiences.

Kevin Au
40:48 – 41:49
Yeah. Absolutely.
You know, for those folks who are on the call who, may not be familiar with routing links, because it’s fairly new just within the past few months or so that we’ve come out with that. And I appreciate that you guys are already starting to think about how this very new functionality is gonna fit into your processes.
I love that. And it kind of, echoes the ethos that you’ve been speaking to up until this point, but essentially allows you to use the logic of a Flow Builder routing graph, which you guys have already built and established, and then access that through the convenience and flexibility of a link that you can just send out.
So it’s kind of the best of both worlds, there, and it certainly speaks to the user experience aspect of things. And not only user experience, I would say that, you know, how easy is it for your SDRs or your folks to send in a link versus like, hey.
Here’s a you know, go to our website and, you know, open up this form, and you can fill out this form, and then I’ll get it that that way. So it’s much easier.
just to include that link there. Okay.

John Flesher
41:49 – 41:51
Totally.

Kevin Au
41:51 – 42:41
Alright. Well, we are close to time, John and Jake.
So thank you so much for taking the time to share with us. I’m sure there are a lot of things that our attendees picked up that they can implement and and use, and I love the pioneering work that you guys are doing with connecting AI with your routing platform and hope to hear more about that in the future.
Well, everyone on the call, thank you for attending. Apologies if we weren’t able to get to all of your questions, but we’ll take a look at what we weren’t able to get to and follow-up if appropriate.
So you can be on the lookout for a follow-up email where we’ll share the recording for this session, and we’ll let you know once that’s ready. But, once again, thanks to everyone.
Thanks to, Jake and John from the Telium team. We’ll be signing off now, and I hope you have a great rest of your day.
Bye.