They’ve been around for a while, for 17 years

Lot of bad habits

Do have a team - they do a lot of customer touches

Don’t have a method of KPIs - no customer usage

Everything is purely relationship based

Couple of things we can look at - gauge success there by how open the cuso

Fractional directory - 2/3 months ago

fractional - have them setup their profile as best as they can

Futurity

Customer touches are all email in fractional CS

Futurity - based in the US. Speaking 10 customers a day. more in depth convos

CSMs are speaking to more customers, not super high quality