April 14, 2025 • 34 mins
In this episode of the Restaurant Technology Guides podcast, host Jeremy Julian interviews Kat Claypool from Wisetail, a leader in learning management systems for the restaurant industry. Kat discusses her career journey and the pivotal role Wisetail plays in improving restaurant operations through its employee enablement platform. The conversation covers Wisetail’s comprehensive tools, including learning management systems, operational checklist tools, and newly integrated content management systems resulting from their acquisition of Player Link. Emphasizing the importance of micro-training and tailored solutions for frontline workers, they explore how Wisetail aids in consistency, retention, and data-driven decision-making. Jeremy and Kat also delve into the advantages of tech consolidation, accessibility on multiple device platforms, and the impact of AI in enhancing training content. This episode offers valuable insights into how Wisetail is transforming the restaurant industry's approach to employee training and operational efficiency.
00:00 Wisetail
01:15 Introduction and Welcome
01:27 Meet Kat from Wisetail
03:05 What is Wisetail?
05:06 The Importance of Micro Training
09:16 Hybrid Training and Real-Time Support
26:09 Tech Consolidation and Operational Efficiency
30:35 Conclusion and Contact Information
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:02):
This is the RestaurantTechnology Guides podcast,
helping you run your restaurantbetter.
In this episode, we are joinedby the team from Wisetail.
Wisetail has been a leader inthe learning management space,
(00:23):
particularly for the restaurantindustry for a long time.
Every one of the clients that Iknow that uses their tool just
raves about how amazing it is toget.
The restaurant operators into aplace that they can know how to
use the things that they want'emto do to follow up, um, create a
mobile solution to be able toallow the staff to get into
(00:45):
training their head of sales.
Kat and I spend a good amount oftime talking about all of the
different things that Wisetailcan do to help operators to run
more efficiently, and how to getlearning management into the
hands of the users that they'rehiring every day.
If you don't know me, my name isJeremy Julian.
I am the Chief Revenue Officerfor Custom Business Solutions.
(01:06):
We sell the North Star point ofsale system for multi-units.
Please check usout@cbsnorthstar.com and now
onto our episode.
I.
Jeremy Julian (01:15):
Welcome back to the Restaurant Technology Guys
podcast.
I thank everyone out there forjoining us.
As I say, each and every time.
I know you guys have got lots ofchoices, so thank you for
hanging out.
Today is, quite a fun episode.
This is the second time thiscompany has been on.
Kat's gonna be representingWisetail here in a few minutes,
but, Kat, why don't youintroduce yourself, a little bit
of career background, where didit all come from?
And then I'm excited to dig intokind of.
(01:35):
One of the latest things,'causeI think your, president was on a
couple years back and we got tolearn all about, what Wisetail
does.
And I know we'll dig into that.
But, why don't you giveeverybody a little primer on who
Kat is and what she, a littlebit of background and such.
Kat Claypool (01:47):
Fantastic.
Thank you Jeremy.
yeah, super excited to be heretoday and chat all things
Wisetail, but I came to Wisetailby way of falling in love with
the restaurant tech industry, Ispent time at Toast back when
they were pre IPO, left fromToast, went to Smartsheet on
their restaurant team anddivision, and then found my way
(02:08):
to Wisetail.
And I've been here going on fiveyears at this point because it's
really just a product that Ibelieve in.
I see us making a difference inthe restaurant industry day in
and day out.
so absolutely love.
What I do love being withWisetail.
But all things restaurantindustry, I'm probably the
biggest nerd that'll be on yourpodcast, so happy to
Jeremy Julian (02:31):
I love that.
I love that thought.
And so we'll have to, we'll haveto nerd out here in a few
minutes.
and I always tease, guests thatare been around the restaurant
space for a while, which mosthave, it's like there's probably
some form of therapy that we allneed to go through because,
there's an energy in therestaurants, there's the people
aspect of the restaurants, andthen it's really hard.
and, it's really hard to makeall, make a good amount of
money.
But to your point, you guys aremaking a huge difference.
(02:51):
And so that was part of why Iwas excited to have you guys on
again.
for those that either missed thelast episode of or have been
living under a rock and don'tknow what Wisetail is,'cause you
guys truly are everywhere.
I see you guys in, publications.
I know a few people that havethat used the product.
So what is Wisetail?
Kat Claypool (03:07):
Absolutely.
Wisetail, we are an employeeenablement platform, born in the
heart of Bozeman, Montana in2008, and we've really stuck to
those rocky mountain, small townroots with how we operate.
We are fully focused on being ahuman-centric piece of
technology and how we can reallyhelp humans, and specifically
(03:29):
the frontline workforce throughour technology.
So the pieces of wisetail thatreally comprise that employee
enablement platform.
starting out we have ourlearning management system,
which is the heart of who weare.
It's where we started as an LMSand have continued to expand and
grow that product.
We also have our on trackoperational checklist tool.
(03:52):
So all things daily repeatedtasks, we use that tool to
support our clients.
And then most recently, whichvery exciting, and for anyone
who has been living under arock, this might shock you, but,
in the last couple of years, wedid acquire one of our former
competitors, player Link.
And we have built their contentmanagement system into the
(04:16):
Wisetail platform.
So really allowing for that justin time, resource need when you
need to look at a recipe card oran SOP and you don't have the
time to sift through the fulltraining course, having that
available in the app withoffline capability as well.
Jeremy Julian (04:34):
Yeah, no, I'm excited to dig in because I
think just even since thefounding of the company and to
today, the way that people learnand the way that people engage
with information continues tochange.
And you guys have been on theforefront of that.
I got the privilege to go toBozeman for the first time last
year.
I dunno if that's where you'reat, but, That town is very
charming, and I know at leastfor people from that part of the
world, they're like, we don'tneed any more people.
We're good.
(04:54):
We're good.
don't move here.
We're good.
it snows a lot.
don't come, but, charming littledowntown.
I got a chance to go, with a,with a client for their, their
general manager's conference in,in downtown and hang out for a
couple days.
let's dig into learningmanagement.
And one of the things that Ithink is a unique value
proposition behind Wisetail isthe fact that.
You guys really focus onfrontline workers?
I think a lot of learningmanagement platforms expect
(05:16):
somebody to be sitting at adesk, expect somebody to be
sitting, I've had to do HRtrainings and state mandated and
government mandated trainings,and most of the time it's on a
full browser and, it's veryclunky.
Talk to me a little bit abouthow you guys consider that and
why having a learning managementplatform that's tailored to
frontline workers that are onthe go is so important.
Kat Claypool (05:36):
Absolutely.
when we think about apps that weuse day in and day out outside
of the workplace, and we thinkabout a video streaming app, I
won't use a specific examplebecause all of them do the same
thing.
You watch a show, the showcompletes, the season completes,
and then it instantly is tryingto keep you logged in and trying
to show you that next.
(05:57):
Piece of content so that you'reusing it as for as many hours a
day as they want you on there tobe able to view the ads.
We're really the opposite,Jeremy, where because we're
supporting the frontlineworkforce, we are not in a day
and an age anymore.
We're folks can step off of thefloor for four hours to go watch
videos and work through theirtraining.
(06:19):
We need to have quick,accessible micro training.
That they can do in the flow ofwork.
Be able to open up the app onwhether it's a personal device,
a tablet, in the time of need,get accomplished what they can
complete within that limitedtime, and then get back on the
floor.
Jeremy Julian (06:36):
I and I the.
I guess define for us what ismicro training, because I've
heard that phrase used quite abit, and I think it's, it's hard
because you've got kinda yourentry level training when I
first start as a server or startas a, cashier or whatever.
And then I've got the microtraining because it might be
something that, that doesn'thappen as often.
So how does wisetail, or howdoes CAT define what micro
training means?
Kat Claypool (06:57):
Absolutely.
I think most folks, currentlyright now.
The workforce, we are supportingfour different generations, so
most of us who are maybe in theolder generations, dating
myself, fair Jeremy.
But, we came up at a time wheretraining was truly sitting in a
room watching hours and hours ofvideo, and then you're given a
(07:21):
multiple choice test on a pieceof paper, you're expected to
retain it.
And then you're released as ifyou're going to retain that
information over time, or thatit was an impactful experience.
The micro training style oflearning, we're breaking it down
into snippets so that we'rekeeping that attention span for
(07:42):
whether it's 60, 90 seconds.
It's a quick skill of.
How to screw the top on thiscertain cup.
You learn that skill.
Maybe there's a quiz to makesure you have it, and then
you're off to the next thing.
And this is really driven by theway that, that the newer
(08:02):
generations are learning.
when I think about my step kidsand they're teenagers.
They're on TikTok, nonstopsitting and scrolling.
That's how that generation is.
Learning, retaining knowledge,and so we have to meet them
where they are in that style.
Jeremy Julian (08:20):
Yeah, and I think in general as well, I, I know
for myself even house projects,it's like I go, I first go to
YouTube to figure out, oh, we'vegot a problem with the garbage
disposal.
Okay, how do I reset the garbagedisposal?
I put in the brand name, garbagedisposal reset, and on YouTube
it comes up and I automaticallygo to the shortest video and I
start there, and then I work myway down.
But to your point.
(08:41):
I think between, tension spansand really we learn by doing as
well as by, by watching.
But I think getting just enoughto get me to the next step is a
lot of times where these thingshappen and the flip side of that
cat is this whole longlaborious, I'm sitting for an
hour for what I really need, 30or 60 seconds worth.
It's not only a waste of time,but you lose them five or 10
(09:02):
minutes in.
is that kind of what you guysare finding?
Kat Claypool (09:04):
Absolutely.
we wanna keep that engagementlevel high and we know that the
quicker we can get them theinformation and make it
impactful, the more likely theyare to retain that.
And there's also.
This dance and this blend wherewe have to have the hybrid of
virtual and in-person training.
(09:24):
anyone who says that tech canabsolutely replace all training
is not accurate because when wethink about, someone learning
cutting skills, how to operatewith a sharp knife, or how to
operate a fryer or a grill.
There still needs to be thathuman component to make sure
(09:44):
that they do know the trainingthat they've taken, that they
are in a safe environment, theyknow how to safe, safely operate
for themselves and those aroundthem.
So our technology really aims tonot only provide that quick,
impactful training so that itcan be retained.
But to also, lend itself forthat in-person hybrid style.
(10:07):
So essentially if I take mymicro training on how to
operate, the fryer and I'vepassed the quiz and I'm feeling
great, it's a good day at work.
I've done it.
I'm ready to rock.
I can virtually raise my hand inthe Wise tail platform and it
will alert my manager that I'mready to be observed on that
(10:30):
task.
My manager gets a notification,comes over, they're like, Kat, I
see you nailed it.
You've passed your quiz, youtook the training.
I'm stoked.
let's see what you got.
If I nail it phenomenal, theycan pass me.
Maybe I don't, and then we cango back and focus on what I need
to work on.
So it's very different incertain situations when we're
(10:53):
thinking about safety fromreading, watching and learning
to actually doing.
Jeremy Julian (10:59):
Yeah, I love that component of it.
'cause I don't remember talkingabout that last time of just
this idea of being able toengage digitally with the staff
members back and forth.
you talked also earlier, Kat,about how you guys are
delivering the content, whetherit's BYOD or bring your own
device, it's a, a device thatyou've put in the store.
Why is that so important thatyou guys are on so many
(11:20):
different platforms?
Because I, I think you said itearlier and one of the things
I'd love for you to double clickon is.
Obviously it's purpose-built forthose type of people, and the
fact that it's deliverable inmultiple mediums I think is
really key to the fourgenerations that you spoke of
earlier.
Kat Claypool (11:36):
100%.
I think that we need to provideflexible solutions to meet
learners where they are at.
We have some folks who are goingto learn better on their own
device, and I'll put in that wedo have safeguards.
We have an AT work feature, sosomeone can't just access things
at home if you don't want themto.
(11:56):
but if you have A-B-Y-O-D policyand that's acceptable for them
to use it, then we wanna supportthem because they're probably
very comfortable being on theirown device.
We also have folks who learnbetter at a desktop.
They want to go in the backoffice, they want the quiet,
they want to sit, look at whatthey're doing and really absorb
(12:17):
it.
I still, to this point with howmany trips I take and
conferences I go to, I stillalways book my plane tickets on
my desktop browser, and it'sjust
Jeremy Julian (12:28):
My hotel's the
Kat Claypool (12:29):
yeah.
Jeremy Julian (12:29):
my hotel's in my flights, nine outta 10 are
booked on the browser, not on myphone.
I know I can, and it's only whenI get stuck that I do, when I'm
having to change a flight, midtrip or whatever else that I'll
go change it on my phone.
But nine outta 10 at least arehun.
I don't I, but maybe that's agenerational thing, but I think
it's the accessibility.
The other thing that you hadmentioned, Kat, is the.
The ease of capture of gettingto the data.
(12:52):
I think we've all been in thatplace where we really need
something.
It's something you might do oncea month at the end of the shift,
or not the end of a shift.
'cause that's like a, but nowI'm the manager on duty and I
haven't been the manager on dutyfor six weeks'cause I've moved
into a district role, but now Igotta be the manager being able
to get to the content when Ineed it, where I need it.
Help me understand how and whyyou guys make it so accessible
to be able to capture thosethings because.
(13:13):
If it's not relevant, then theystop using it and stops become
becoming a tool that they'regonna rely on.
Kat Claypool (13:18):
100%.
And that's really where bringingon the Player link technology
has made such a huge differencefor us with our content
management system.
if I'm in the back of house andI am completely blanking on a
recipe or in a really commonscenario when it's quite
literally life or death.
A ser, a server runs back.
(13:39):
I am slammed.
I'm trying to get dishes out asquickly as I can, and that
server's Hey, does X, y, and Zdish have peanuts in it?
I've got an allergy.
Ha, I don't know.
But if I can click it reallyquickly, grab that recipe card
and see the allergens in it.
That's going to make that guestexperience better for the person
(14:00):
there, the server's going to bemore confident delivering that
information versus someone justsaying, ah, I don't think so,
or, I'm really slammed, go askthe manager.
so it's really not just aboutsupporting the individuals that
need access to the content, butdriving a better guest
experience.
Jeremy Julian (14:19):
Yeah, and I think, I, I try and remind
people about tools, like a wisetale.
I'm old enough to remember mychildhood phone number.
But I can't remember mychildren's phone number because
my children's phone number's inmy phone.
But at the time, back when I wasa kid, I had to call home and I
had to remember because I didn'thave a cell phone in my pocket.
And so we think about thesethings.
When the data becomes accessiblein your workforce and where
(14:41):
you're working, it becomessomething that you'd rather not
have to remember.
But go look it up.
Whether that be the peanutallergy or that's how to cut an
onion, or that's, what's in thischicken piccata.
you're gonna go look thosethings up.
You're gonna go look up, what'sthe temperature need to be for
the dishwasher to ensure thatyou're, being sanitary, you're
gonna go look that up ratherthan committing it to memory.
Because you know what, all toooften if it's easy to look up,
(15:04):
they'll go do it.
Is that, kinda what you guysfind?
Kat Claypool (15:06):
100%.
especially when someone isonboarding and released to their
shift, their first few shifts,you've just gone through the
fire hose, absorption messmethod of training.
There is no way the human braincan retain every single data
point and every single piece.
And so we need to be there tosupport them in those moments
(15:27):
that they need us.
Jeremy Julian (15:29):
So you mean like the way I got trained when I
started serving in restaurantswhere I followed somebody around
for two days, two chefs, andthen I was on my own, that
wasn't an efficient way to goget stuff done back
Kat Claypool (15:37):
You're an expert.
I remember my first serving,serving role.
I, no one showed me how to carrya tray full of drinks.
What do you think happened thefirst time I
Jeremy Julian (15:47):
Yeah, there might have been an
Kat Claypool (15:49):
There were some women playing a great game of
Mahjong and I dumped theChardonnay all over the table.
So we've all got a story of, atthe end of the day, a poor
training process.
Jeremy Julian (16:01):
Yeah.
No, and I appreciate that.
the other thing that I hear frompeople is Cat, and I'd love to
have you guys talk through this,is I don't have time to build
all of this training.
So that's a tough one for a lot,especially owner operators,
small businesses, medium sizedbusinesses, they're like.
I don't know.
I don't have time to do all ofthis.
Help walk our audience throughwhat does that actually mean?
(16:22):
Because I think you guys havegot some canned stuff that you
guys can help them with, andthen there's stuff that's,
personalized for the brand.
So help our audience list,understand that it's not a all
or nothing type thing.
You don't have to have everysingle thing in their day one in
order to use the platform anddoesn't always have to be you.
It could be your best server orwhatever else.
Kat Claypool (16:37):
100%.
And we're always going to meetfolks where they are.
Being in restaurant tech as longas I have been, it is a 100%
fact that resourcing will alwaysbe a challenge.
I have yet to meet anyone inthis industry who says, you know
what, cat, I've got some extratime.
I can hang out right now.
Let's chit chat.
Everyone is wearing so manyhats, and so for that reason.
(17:00):
we do have a team that one cancreate custom content.
If you really want thatcustomized experience or you
have very unique processes, wecan go ahead and create that for
you.
We also have off the shelfcontent that's ready to go, and
because we are majority, in therestaurant industry in terms of
(17:20):
our client base.
We really have everything, inthat off the shelf content that
a restaurant would need to beable to get implemented and
onboard their system as quicklyas possible.
And we partner with a lot ofthird party content providers.
So if we don't have it, we'rebuddies of someone who does, and
we'll get it in the platform.
Jeremy Julian (17:40):
Yeah.
And one of the other things thatI know came up, was really the,
not just the quality of the datathat you guys are going through,
but really, I guess the factthat it's all technologically
driven.
Now you guys know where are theteam members continuing to
revisit these trainings?
Can you talk through, why that'sa critical, we all know that
Google and Facebook and allthese other people know where
(18:00):
we're at on the internet in yourguys' platform.
Not that it's trying to becreepy, but it's hey.
They're continuing to have tolook up certain things.
Maybe that's something that weneed to do in-person training to
do that.
Have you guys found successbecause you guys are seeing the
data?
What classes do they continue toreplay?
Is it something that we need toeither clarify the class or
create some, maybe it's some SOPthat's on the wall next to those
(18:23):
spaces?
Talk me through a little bit ofthat as well, Kat.
Kat Claypool (18:25):
It is, data is king.
I think that we can all agree onthat and we need to use the data
to drive our decision making andWhen we look at the example that
you just gave around, let's saysearching.
So we have the ability to lookat the search, search terms that
are most commonly looked up.
So if you go in there and thenumber one search term is around
(18:47):
something very specific, thenyou know that we probably didn't
train them well enough on that,or there's a retention problem.
We need to have a follow uptraining every so often at a set
cadence.
but that data can be paramountin making sure that folks are
continuing to operate in the waythat they need to.
So that can be huge.
Jeremy Julian (19:07):
Yeah.
The other piece of your guys'product that you talked about at
the intro is this taskmanagement.
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Why is having those checklistsso critical to ensuring that the
oper, the restaurant, operatesthe way that.
You want it to and whydigitizing is that not just
having a checklist thatsomebody's going through and
doing that.
W why does that make such adifference?
Kat Claypool (20:09):
Yeah, a few key reasons there, Jeremy.
One is we support a lot of,franchise groups.
And so really we need to be ableto support that brand
consistency across differentlocations, different owners, and
even larger organizations thatwe support.
We need that brand consistency.
that is key.
Second.
Having that digital trail isreally key when we start to
(20:33):
think about risk and liabilityin our day in and day out.
if a complaint comes in weeksafter something happened, and we
have that trail that, Hey, weactually know that these tasks
were completed that day.
We have photo proof.
In these checklists that theywere completed that are
(20:54):
timestamped.
We have that digital trail to beable to audit any kind of
scenario that's coming up thatcan be key in those moments, but
primarily repeated tasks canstart to get, personalized.
I might figure out a way toessentially pencil whip through
my daily tasks and get'em donequickly, and I do it my way.
(21:17):
And then Jeremy comes in for theafternoon shift and Jeremy's
doing it a completely differentway.
So the individual guest who camein earlier is going to have a
different experience based onwhen they come in, versus if we
standardize that checklist,standardize that process, and
provide the right resources forour workforce, then we're gonna
(21:38):
drive that consistency.
Jeremy Julian (21:41):
Yeah.
Dig a little bit deeper into,you said you have photographic
proof, so how is, how have youguys seen that beneficial, for
brand?
Because, whether, I, I'm, Imoved from California to Texas
and California's got a lot oflitigation, related to employees
and how you engage withemployees.
So I could see that being a hugething where.
Oh, they treated me this way orthey, they were discriminating
against me because I wasn'tdoing my side work properly.
Or something along those lines.
(22:02):
Is it that or is it, where areyou seeing the photographic
proof really help the businessesbe better?
Kat Claypool (22:07):
Absolutely.
So in our checklist tool, wehave the ability to add media to
any response.
So as an employee, if I amworking through a checklist on,
let's say cleaning out therefrigerator hasn't been done,
in a few days, someone needs togo in there and do it.
I've got the checklist.
Throughout the process, I canadd media for each step, or if
(22:29):
it's just a final result, sendin a picture.
temperature checks, things ofthat nature.
When we think about the safetyof our guests, the satisfaction
and making sure that we're doingthings the right way, that photo
proof can be really impactful.
Jeremy Julian (22:43):
I think that's, that's amazing.
And you talked about riskmitigation as well.
It's just huge because we knownow that they did temp the
walk-in, they did temp the, thecoolers there.
And you can do that through thatchecklist, I'm assuming, and
really making that part of yourprocess.
We talked about it pre-show, andit wouldn't be a show in 2025 if
we didn't talk about ai.
What is ai?
how is AI impacting really atthe end of the day, the end user
(23:04):
experience?
So let's start there and thenwork our way back to how you
guys are incorporating it intothe product, because I think
everybody has some form of AIthat's lived, we've known that
it's been around for a long timein the technical world, but now
it's been commercialized suchthat people know that it exists.
So how do you, how is itimpacting the end user?
I guess let's start there.
Kat Claypool (23:23):
100%.
so a few pieces of AI that we'veincorporated at Wisetail, one is
subtitling and videos.
So as a user that can be veryimportant from an accessibility
standpoint that a video hassubtitles in it.
Or even when you think about ifa user wants to watch a piece of
training.
Maybe they're out on the floor,but maybe it's a little bit
(23:46):
slow.
but they can't have their volumeup and they wanna be able to
watch it.
The fact that we can utilize AIto create those subtitles and
they can stand there and stillcomplete their training is huge.
We also have a piece that we arecalling, which I love this word,
text extract.
So our platform has the abilitythat we can scan any image, and
(24:09):
allow that to be searchable.
So as a user, if I'm looking foranything related to a certain
word, a certain phrase, if it'sin an image, in a document, it's
gonna be able to pull that forme.
So a couple of quick ways forthe end user, but also when we
think about the admin's life andhow we can make that easier.
(24:30):
because again, they wear manyhats and typically are light on
resourcing.
We have recently partnered withSynthesia ai.
And Centia is an AI contentcreation service that several of
our clients are alreadyutilizing where they can go in,
put a script into this, selectan avatar, it and a background.
(24:51):
It would be no different thanhow I'm speaking to you now.
It mo they move their hands,they talk, they have expression,
and they're able to producethese videos at rapid speed of
very high quality and get thosetrainings rolled out.
Versus having to spend all ofthe time on production, video,
lighting, actors, all of that.
(25:11):
So trying to make their liveseasier always.
Jeremy Julian (25:15):
Yeah.
no, and quite frankly, I usesome AI to even edit the
podcast, and it's amazing, evenfrom a content perspective, you
talk about, the transcripts,that's huge, and being able to
put the transcript with thewords on top of the video, but
also.
Even being able to cut out someof the fluff and all of that
production quality is so hugebecause back to your micro
(25:35):
trainings, they only have a 30or 62nd.
So cutting out all of these,filler words that I use while my
brain's thinking and in regularhuman conversation, it's not a
problem.
But when I'm trying to get apoint across really quickly, I
love that you guys areincorporating that in.
So where are you guys findingsuccess?
I guess talk to me a little,let's talk one or two success
stories of people that didn'thave wisetail and if you don't
(25:56):
have to use brand names, buttalk me through.
And if you want to use brandnames, that's totally fine.
I don't, I'm not here to be the,the brand police, but I'd love
to, I'd love to paint a picturethat says, before wisetail, what
did it look like?
And after Wisetail, what did itlook like for a brand that, that
you're at liberty to share?
Kat Claypool (26:09):
100%.
I think that a very common usecase that we're seeing right now
is where we are not just an l anLMS.
We're truly an employeeenablement platform with so many
different facets to us.
we're seeing a lot of techconsolidation success.
So when we think of all of thecapabilities Wisetail has, and
(26:31):
let's look at a standardrestaurant group tech stack,
where we would have an LMS, anoperational checklist tool, some
kind of content managementsystem may, maybe it's something
like a SharePoint or a Google ADrive, whatever it might be.
a communication tool to be ableto push out communications.
an intranet tool, a rewardsystem for employees.
(26:56):
So off the top of my head,thinking really quickly in the
hot lights of filming a podcast,I just came up with six
different pieces of tech thatcoming to wisetail become one a
lot of our clients, fromprevious to the acquisition and
building out the operationalchecklist.
Have adopted those new pieces ofthe platform for that tech
(27:17):
consolidation and the folkscoming to us, that's really the
difference maker for them intheir decision making process is
that consolidation.
So I would absolutely, saythat's a huge impact we're
having.
And we talked about it,previously with brain
consistency and that element,but really working on those
(27:37):
operational, Inefficiencies.
how can we change this and makethings better?
Get that consistency, get theentire team behind the process
behind what we're doing.
And so we really went from yearsago, being so learning and
development focused to nowreally being driven from the
operational side of the house.
(27:58):
And how can we help thesecompanies reach their goals and
drive better guest experiences.
Yeah.
Jeremy Julian (28:05):
Yeah, and I love the, I really love the evolution
since I first learned about WiseTill,'cause it really was
amazing LMS with the ability todo that.
But now you're incorporating notjust the learning side of it,
but the workflow management andreally helping to drive not only
consistency, but ultimatelywhere does it impact the end
user?
(28:25):
Because I think retention isprobably something people
underestimate.
we talk about the reasons whypeople leave jobs and or stay at
jobs.
The ability to be successful attheir job is in the top three
every single time.
And the only way you can do thatis if they continue to invest in
you.
So I guess I'd love a little bitof, clarity on why you think
having a tool like Wisetail isso critical, so that they can
(28:46):
see a future beyond kind of whattheir day in the life is as a
bartender or as a cashier at a,fast food place or
Kat Claypool (28:52):
Absolutely.
we recently had a conversationwith an admin, one of our
clients, and he really stressedto us that.
Retention is based on day numberone.
that first interaction with theorganization, that first day of
how was I trained, how was Itreated, how did I integrate
(29:12):
into the culture and how did Iunderstand my role here?
That is what determinesretention at the end of the day.
So when we look at Wise Tail,doing something new.
It's scary.
I don't care who you are.
It's ex.
Yes, it's exciting, but it'sscary when you're walking in on
day one and you don't knowanyone and you're starting
(29:32):
something new.
We wanna be that safe spacethat's making you feel a part of
this organization.
It's driving the culture, it'sbringing you in.
We're supporting you to makesure that you are enabled to be
able to do your job to the bestof your ability.
And we're supporting you to makesure that you have access to any
(29:53):
information you need in the realtime moment.
So it's day one, being thatspace that they go to, but then
being the place that they go tothroughout their time at a
company.
Jeremy Julian (30:06):
Yeah.
No, and I love that idea becauseI think all too often we don't
think about those things andthen we go, why do we keep
turning over people?
And it's no,'cause you haven'tgiven'em the tools to be
successful.
It's scary.
I come in and if I don't knowwhat I'm doing, I'm gonna get
beat up by, by my customers orby my team members.
'cause I don't know what I'mdoing.
But allowing them thatopportunity.
And if you hire the right peopleto your point.
(30:26):
The, I don't wanna say the sky'sthe limit, but they have a lot
of opportunity to continue toaccelerate their own growth and
continue to make it to that nextlevel by jumping into the tool.
What did we miss today, Kat,other than how to get ahold of
you and buy more product?
is there anything that we didn'tgo through that you continue to
see when you go into brands andyou're talking to different
people?
Kat Claypool (30:44):
I think the thing that, that sets Wisetail apart,
and I'm bringing it full circleas we head home here, Jeremy,
but I mentioned at the beginningwe were founded in 2008 in
Bozeman, and we've really stuckto the core of who we are.
And so when you join Wisetail,you're joining, our culture,
which is that human-centricelement.
(31:07):
and As, as great as the entirecompany is.
Really the stars of the show areour account managers, the
individuals who are partneredwith our clients, helping them
day in and day out.
In addition to our tech supportteam, we, our job here is to
make our clients' lives easier,to make sure that they're
(31:28):
reaching their goals.
And as a company, I think we'vereally stuck to the core of who
we are and what drives us, whichat the end of the day are
people.
Jeremy Julian (31:37):
Yeah, No, and I see that out in the space.
Anybody that you ever talk tothat's on your cases platform
cannot say enough amazing thingsabout it.
So from that perspective, that'sawesome.
How do people get in touch?
How do people learn more?
How do people, what can theyexpect if they reach out?
is it, Hey, we're gonna give you400 things to do and now your
time that you don't have nowyou're gonna get stuck.
Obviously, I know that's not thecase, but tell people what to
expect if they reach out and,and what would an engagement
(31:58):
with you guys look like?
Kat Claypool (31:59):
Absolutely.
anyone listening to this, feelfree to add me on LinkedIn Kat
Claypool, but you can also visitwisetail.com.
And we have a lot of phenomenalresources on there.
If you are not quite ready tosit down and talk to a human, we
have resources for you too.
we have a monthly webinar thatwe do where we demo the
platform.
(32:20):
it's anonymous for the viewer.
You can jump in, watch a quickdemo, see what you wanna see.
We have some interactive clickthrough demos.
if you don't even wanna watch avideo and you just wanna see a
little bit more, and then ofcourse.
My favorite is please reach out.
We would love to get time tolearn more about your
organization and how we can helpyou reach your goals.
(32:41):
I
Jeremy Julian (32:42):
I love that.
and the one thing I wouldreiterate that we said earlier
in the show is a purpose-builttool that's for frontline
workers is very different thanany of the other LMSs out there.
Because at the end of the day,learning management and really
the task management.
You guys have the reps, you guyshave the miles on the odometer
to go into restaurants toexplain to'em how they need to
(33:03):
do this versus just some basictool that might be out there on
the internet that you can findthat's probably, might be
cheaper, might be, but it's notpurpose built and ultimately
it's not gonna solve the problemthat you need.
Kat Claypool (33:13):
That would make a heck of a bumper sticker there,
Jeremy.
I'd like to get that, as a quotefor us.
That's good.
Jeremy Julian (33:19):
Yeah.
I appreciate you guys coming onand again, I love that you guys
continue to innovate.
Everybody that I've ever workedwith that works with your
product or anybody that I'veever had, on the show or talked
to a trade show or whatnot, youguys are always amazing.
Very approachable, not hardsales pitchy.
It's Hey, we want to help youcontinue to accelerate your
growth and let us help you dothat if you're ready.
So Ka, thank you so much foreducating us where you guys are
(33:40):
at, where you guys are going.
To our listeners, guys, we knowthat you guys have got lots of
choices, like I said.
So thank you guys for hangingout if you haven't already done
so, subscribe to the show andmake it a great day.
Thanks for listening to TheRestaurant Technology Guys
podcast.
Visit restaurant technologyguys.com for tips, industry
insights, and more to help yourun your restaurant better.
This is the RestaurantTechnology Guides podcast,
helping you run your restaurantbetter.
In this episode, we are joinedby the team from Wisetail.
Wisetail has been a leader inthe learning management space,
(00:23):
particularly for the restaurantindustry for a long time.
Every one of the clients that Iknow that uses their tool just
raves about how amazing it is toget.
The restaurant operators into aplace that they can know how to
use the things that they want'emto do to follow up, um, create a
mobile solution to be able toallow the staff to get into
(00:45):
training their head of sales.
Kat and I spend a good amount oftime talking about all of the
different things that Wisetailcan do to help operators to run
more efficiently, and how to getlearning management into the
hands of the users that they'rehiring every day.
If you don't know me, my name isJeremy Julian.
I am the Chief Revenue Officerfor Custom Business Solutions.
(01:06):
We sell the North Star point ofsale system for multi-units.
Please check usout@cbsnorthstar.com and now
onto our episode.
I.
Jeremy Julian (01:15):
Welcome back to the Restaurant Technology Guys
podcast.
I thank everyone out there forjoining us.
As I say, each and every time.
I know you guys have got lots ofchoices, so thank you for
hanging out.
Today is, quite a fun episode.
This is the second time thiscompany has been on.
Kat's gonna be representingWisetail here in a few minutes,
but, Kat, why don't youintroduce yourself, a little bit
of career background, where didit all come from?
And then I'm excited to dig intokind of.
(01:35):
One of the latest things,'causeI think your, president was on a
couple years back and we got tolearn all about, what Wisetail
does.
And I know we'll dig into that.
But, why don't you giveeverybody a little primer on who
Kat is and what she, a littlebit of background and such.
Kat Claypool (01:47):
Fantastic.
Thank you Jeremy.
yeah, super excited to be heretoday and chat all things
Wisetail, but I came to Wisetailby way of falling in love with
the restaurant tech industry, Ispent time at Toast back when
they were pre IPO, left fromToast, went to Smartsheet on
their restaurant team anddivision, and then found my way
(02:08):
to Wisetail.
And I've been here going on fiveyears at this point because it's
really just a product that Ibelieve in.
I see us making a difference inthe restaurant industry day in
and day out.
so absolutely love.
What I do love being withWisetail.
But all things restaurantindustry, I'm probably the
biggest nerd that'll be on yourpodcast, so happy to
Jeremy Julian (02:31):
I love that.
I love that thought.
And so we'll have to, we'll haveto nerd out here in a few
minutes.
and I always tease, guests thatare been around the restaurant
space for a while, which mosthave, it's like there's probably
some form of therapy that we allneed to go through because,
there's an energy in therestaurants, there's the people
aspect of the restaurants, andthen it's really hard.
and, it's really hard to makeall, make a good amount of
money.
But to your point, you guys aremaking a huge difference.
(02:51):
And so that was part of why Iwas excited to have you guys on
again.
for those that either missed thelast episode of or have been
living under a rock and don'tknow what Wisetail is,'cause you
guys truly are everywhere.
I see you guys in, publications.
I know a few people that havethat used the product.
So what is Wisetail?
Kat Claypool (03:07):
Absolutely.
Wisetail, we are an employeeenablement platform, born in the
heart of Bozeman, Montana in2008, and we've really stuck to
those rocky mountain, small townroots with how we operate.
We are fully focused on being ahuman-centric piece of
technology and how we can reallyhelp humans, and specifically
(03:29):
the frontline workforce throughour technology.
So the pieces of wisetail thatreally comprise that employee
enablement platform.
starting out we have ourlearning management system,
which is the heart of who weare.
It's where we started as an LMSand have continued to expand and
grow that product.
We also have our on trackoperational checklist tool.
(03:52):
So all things daily repeatedtasks, we use that tool to
support our clients.
And then most recently, whichvery exciting, and for anyone
who has been living under arock, this might shock you, but,
in the last couple of years, wedid acquire one of our former
competitors, player Link.
And we have built their contentmanagement system into the
(04:16):
Wisetail platform.
So really allowing for that justin time, resource need when you
need to look at a recipe card oran SOP and you don't have the
time to sift through the fulltraining course, having that
available in the app withoffline capability as well.
Jeremy Julian (04:34):
Yeah, no, I'm excited to dig in because I
think just even since thefounding of the company and to
today, the way that people learnand the way that people engage
with information continues tochange.
And you guys have been on theforefront of that.
I got the privilege to go toBozeman for the first time last
year.
I dunno if that's where you'reat, but, That town is very
charming, and I know at leastfor people from that part of the
world, they're like, we don'tneed any more people.
We're good.
(04:54):
We're good.
don't move here.
We're good.
it snows a lot.
don't come, but, charming littledowntown.
I got a chance to go, with a,with a client for their, their
general manager's conference in,in downtown and hang out for a
couple days.
let's dig into learningmanagement.
And one of the things that Ithink is a unique value
proposition behind Wisetail isthe fact that.
You guys really focus onfrontline workers?
I think a lot of learningmanagement platforms expect
(05:16):
somebody to be sitting at adesk, expect somebody to be
sitting, I've had to do HRtrainings and state mandated and
government mandated trainings,and most of the time it's on a
full browser and, it's veryclunky.
Talk to me a little bit abouthow you guys consider that and
why having a learning managementplatform that's tailored to
frontline workers that are onthe go is so important.
Kat Claypool (05:36):
Absolutely.
when we think about apps that weuse day in and day out outside
of the workplace, and we thinkabout a video streaming app, I
won't use a specific examplebecause all of them do the same
thing.
You watch a show, the showcompletes, the season completes,
and then it instantly is tryingto keep you logged in and trying
to show you that next.
(05:57):
Piece of content so that you'reusing it as for as many hours a
day as they want you on there tobe able to view the ads.
We're really the opposite,Jeremy, where because we're
supporting the frontlineworkforce, we are not in a day
and an age anymore.
We're folks can step off of thefloor for four hours to go watch
videos and work through theirtraining.
(06:19):
We need to have quick,accessible micro training.
That they can do in the flow ofwork.
Be able to open up the app onwhether it's a personal device,
a tablet, in the time of need,get accomplished what they can
complete within that limitedtime, and then get back on the
floor.
Jeremy Julian (06:36):
I and I the.
I guess define for us what ismicro training, because I've
heard that phrase used quite abit, and I think it's, it's hard
because you've got kinda yourentry level training when I
first start as a server or startas a, cashier or whatever.
And then I've got the microtraining because it might be
something that, that doesn'thappen as often.
So how does wisetail, or howdoes CAT define what micro
training means?
Kat Claypool (06:57):
Absolutely.
I think most folks, currentlyright now.
The workforce, we are supportingfour different generations, so
most of us who are maybe in theolder generations, dating
myself, fair Jeremy.
But, we came up at a time wheretraining was truly sitting in a
room watching hours and hours ofvideo, and then you're given a
(07:21):
multiple choice test on a pieceof paper, you're expected to
retain it.
And then you're released as ifyou're going to retain that
information over time, or thatit was an impactful experience.
The micro training style oflearning, we're breaking it down
into snippets so that we'rekeeping that attention span for
(07:42):
whether it's 60, 90 seconds.
It's a quick skill of.
How to screw the top on thiscertain cup.
You learn that skill.
Maybe there's a quiz to makesure you have it, and then
you're off to the next thing.
And this is really driven by theway that, that the newer
(08:02):
generations are learning.
when I think about my step kidsand they're teenagers.
They're on TikTok, nonstopsitting and scrolling.
That's how that generation is.
Learning, retaining knowledge,and so we have to meet them
where they are in that style.
Jeremy Julian (08:20):
Yeah, and I think in general as well, I, I know
for myself even house projects,it's like I go, I first go to
YouTube to figure out, oh, we'vegot a problem with the garbage
disposal.
Okay, how do I reset the garbagedisposal?
I put in the brand name, garbagedisposal reset, and on YouTube
it comes up and I automaticallygo to the shortest video and I
start there, and then I work myway down.
But to your point.
(08:41):
I think between, tension spansand really we learn by doing as
well as by, by watching.
But I think getting just enoughto get me to the next step is a
lot of times where these thingshappen and the flip side of that
cat is this whole longlaborious, I'm sitting for an
hour for what I really need, 30or 60 seconds worth.
It's not only a waste of time,but you lose them five or 10
(09:02):
minutes in.
is that kind of what you guysare finding?
Kat Claypool (09:04):
Absolutely.
we wanna keep that engagementlevel high and we know that the
quicker we can get them theinformation and make it
impactful, the more likely theyare to retain that.
And there's also.
This dance and this blend wherewe have to have the hybrid of
virtual and in-person training.
(09:24):
anyone who says that tech canabsolutely replace all training
is not accurate because when wethink about, someone learning
cutting skills, how to operatewith a sharp knife, or how to
operate a fryer or a grill.
There still needs to be thathuman component to make sure
(09:44):
that they do know the trainingthat they've taken, that they
are in a safe environment, theyknow how to safe, safely operate
for themselves and those aroundthem.
So our technology really aims tonot only provide that quick,
impactful training so that itcan be retained.
But to also, lend itself forthat in-person hybrid style.
(10:07):
So essentially if I take mymicro training on how to
operate, the fryer and I'vepassed the quiz and I'm feeling
great, it's a good day at work.
I've done it.
I'm ready to rock.
I can virtually raise my hand inthe Wise tail platform and it
will alert my manager that I'mready to be observed on that
(10:30):
task.
My manager gets a notification,comes over, they're like, Kat, I
see you nailed it.
You've passed your quiz, youtook the training.
I'm stoked.
let's see what you got.
If I nail it phenomenal, theycan pass me.
Maybe I don't, and then we cango back and focus on what I need
to work on.
So it's very different incertain situations when we're
(10:53):
thinking about safety fromreading, watching and learning
to actually doing.
Jeremy Julian (10:59):
Yeah, I love that component of it.
'cause I don't remember talkingabout that last time of just
this idea of being able toengage digitally with the staff
members back and forth.
you talked also earlier, Kat,about how you guys are
delivering the content, whetherit's BYOD or bring your own
device, it's a, a device thatyou've put in the store.
Why is that so important thatyou guys are on so many
(11:20):
different platforms?
Because I, I think you said itearlier and one of the things
I'd love for you to double clickon is.
Obviously it's purpose-built forthose type of people, and the
fact that it's deliverable inmultiple mediums I think is
really key to the fourgenerations that you spoke of
earlier.
Kat Claypool (11:36):
100%.
I think that we need to provideflexible solutions to meet
learners where they are at.
We have some folks who are goingto learn better on their own
device, and I'll put in that wedo have safeguards.
We have an AT work feature, sosomeone can't just access things
at home if you don't want themto.
(11:56):
but if you have A-B-Y-O-D policyand that's acceptable for them
to use it, then we wanna supportthem because they're probably
very comfortable being on theirown device.
We also have folks who learnbetter at a desktop.
They want to go in the backoffice, they want the quiet,
they want to sit, look at whatthey're doing and really absorb
(12:17):
it.
I still, to this point with howmany trips I take and
conferences I go to, I stillalways book my plane tickets on
my desktop browser, and it'sjust
Jeremy Julian (12:28):
My hotel's the
Kat Claypool (12:29):
yeah.
Jeremy Julian (12:29):
my hotel's in my flights, nine outta 10 are
booked on the browser, not on myphone.
I know I can, and it's only whenI get stuck that I do, when I'm
having to change a flight, midtrip or whatever else that I'll
go change it on my phone.
But nine outta 10 at least arehun.
I don't I, but maybe that's agenerational thing, but I think
it's the accessibility.
The other thing that you hadmentioned, Kat, is the.
The ease of capture of gettingto the data.
(12:52):
I think we've all been in thatplace where we really need
something.
It's something you might do oncea month at the end of the shift,
or not the end of a shift.
'cause that's like a, but nowI'm the manager on duty and I
haven't been the manager on dutyfor six weeks'cause I've moved
into a district role, but now Igotta be the manager being able
to get to the content when Ineed it, where I need it.
Help me understand how and whyyou guys make it so accessible
to be able to capture thosethings because.
(13:13):
If it's not relevant, then theystop using it and stops become
becoming a tool that they'regonna rely on.
Kat Claypool (13:18):
100%.
And that's really where bringingon the Player link technology
has made such a huge differencefor us with our content
management system.
if I'm in the back of house andI am completely blanking on a
recipe or in a really commonscenario when it's quite
literally life or death.
A ser, a server runs back.
(13:39):
I am slammed.
I'm trying to get dishes out asquickly as I can, and that
server's Hey, does X, y, and Zdish have peanuts in it?
I've got an allergy.
Ha, I don't know.
But if I can click it reallyquickly, grab that recipe card
and see the allergens in it.
That's going to make that guestexperience better for the person
(14:00):
there, the server's going to bemore confident delivering that
information versus someone justsaying, ah, I don't think so,
or, I'm really slammed, go askthe manager.
so it's really not just aboutsupporting the individuals that
need access to the content, butdriving a better guest
experience.
Jeremy Julian (14:19):
Yeah, and I think, I, I try and remind
people about tools, like a wisetale.
I'm old enough to remember mychildhood phone number.
But I can't remember mychildren's phone number because
my children's phone number's inmy phone.
But at the time, back when I wasa kid, I had to call home and I
had to remember because I didn'thave a cell phone in my pocket.
And so we think about thesethings.
When the data becomes accessiblein your workforce and where
(14:41):
you're working, it becomessomething that you'd rather not
have to remember.
But go look it up.
Whether that be the peanutallergy or that's how to cut an
onion, or that's, what's in thischicken piccata.
you're gonna go look thosethings up.
You're gonna go look up, what'sthe temperature need to be for
the dishwasher to ensure thatyou're, being sanitary, you're
gonna go look that up ratherthan committing it to memory.
Because you know what, all toooften if it's easy to look up,
(15:04):
they'll go do it.
Is that, kinda what you guysfind?
Kat Claypool (15:06):
100%.
especially when someone isonboarding and released to their
shift, their first few shifts,you've just gone through the
fire hose, absorption messmethod of training.
There is no way the human braincan retain every single data
point and every single piece.
And so we need to be there tosupport them in those moments
(15:27):
that they need us.
Jeremy Julian (15:29):
So you mean like the way I got trained when I
started serving in restaurantswhere I followed somebody around
for two days, two chefs, andthen I was on my own, that
wasn't an efficient way to goget stuff done back
Kat Claypool (15:37):
You're an expert.
I remember my first serving,serving role.
I, no one showed me how to carrya tray full of drinks.
What do you think happened thefirst time I
Jeremy Julian (15:47):
Yeah, there might have been an
Kat Claypool (15:49):
There were some women playing a great game of
Mahjong and I dumped theChardonnay all over the table.
So we've all got a story of, atthe end of the day, a poor
training process.
Jeremy Julian (16:01):
Yeah.
No, and I appreciate that.
the other thing that I hear frompeople is Cat, and I'd love to
have you guys talk through this,is I don't have time to build
all of this training.
So that's a tough one for a lot,especially owner operators,
small businesses, medium sizedbusinesses, they're like.
I don't know.
I don't have time to do all ofthis.
Help walk our audience throughwhat does that actually mean?
(16:22):
Because I think you guys havegot some canned stuff that you
guys can help them with, andthen there's stuff that's,
personalized for the brand.
So help our audience list,understand that it's not a all
or nothing type thing.
You don't have to have everysingle thing in their day one in
order to use the platform anddoesn't always have to be you.
It could be your best server orwhatever else.
Kat Claypool (16:37):
100%.
And we're always going to meetfolks where they are.
Being in restaurant tech as longas I have been, it is a 100%
fact that resourcing will alwaysbe a challenge.
I have yet to meet anyone inthis industry who says, you know
what, cat, I've got some extratime.
I can hang out right now.
Let's chit chat.
Everyone is wearing so manyhats, and so for that reason.
(17:00):
we do have a team that one cancreate custom content.
If you really want thatcustomized experience or you
have very unique processes, wecan go ahead and create that for
you.
We also have off the shelfcontent that's ready to go, and
because we are majority, in therestaurant industry in terms of
(17:20):
our client base.
We really have everything, inthat off the shelf content that
a restaurant would need to beable to get implemented and
onboard their system as quicklyas possible.
And we partner with a lot ofthird party content providers.
So if we don't have it, we'rebuddies of someone who does, and
we'll get it in the platform.
Jeremy Julian (17:40):
Yeah.
And one of the other things thatI know came up, was really the,
not just the quality of the datathat you guys are going through,
but really, I guess the factthat it's all technologically
driven.
Now you guys know where are theteam members continuing to
revisit these trainings?
Can you talk through, why that'sa critical, we all know that
Google and Facebook and allthese other people know where
(18:00):
we're at on the internet in yourguys' platform.
Not that it's trying to becreepy, but it's hey.
They're continuing to have tolook up certain things.
Maybe that's something that weneed to do in-person training to
do that.
Have you guys found successbecause you guys are seeing the
data?
What classes do they continue toreplay?
Is it something that we need toeither clarify the class or
create some, maybe it's some SOPthat's on the wall next to those
(18:23):
spaces?
Talk me through a little bit ofthat as well, Kat.
Kat Claypool (18:25):
It is, data is king.
I think that we can all agree onthat and we need to use the data
to drive our decision making andWhen we look at the example that
you just gave around, let's saysearching.
So we have the ability to lookat the search, search terms that
are most commonly looked up.
So if you go in there and thenumber one search term is around
(18:47):
something very specific, thenyou know that we probably didn't
train them well enough on that,or there's a retention problem.
We need to have a follow uptraining every so often at a set
cadence.
but that data can be paramountin making sure that folks are
continuing to operate in the waythat they need to.
So that can be huge.
Jeremy Julian (19:07):
Yeah.
The other piece of your guys'product that you talked about at
the intro is this taskmanagement.
We, all of us that have workedin restaurants, which I would
say is probably 90% of thepeople that are listening to
this show, know that there'scertain things that have to
happen day in and day out.
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Why is having those checklistsso critical to ensuring that the
oper, the restaurant, operatesthe way that.
You want it to and whydigitizing is that not just
having a checklist thatsomebody's going through and
doing that.
W why does that make such adifference?
Kat Claypool (20:09):
Yeah, a few key reasons there, Jeremy.
One is we support a lot of,franchise groups.
And so really we need to be ableto support that brand
consistency across differentlocations, different owners, and
even larger organizations thatwe support.
We need that brand consistency.
that is key.
Second.
Having that digital trail isreally key when we start to
(20:33):
think about risk and liabilityin our day in and day out.
if a complaint comes in weeksafter something happened, and we
have that trail that, Hey, weactually know that these tasks
were completed that day.
We have photo proof.
In these checklists that theywere completed that are
(20:54):
timestamped.
We have that digital trail to beable to audit any kind of
scenario that's coming up thatcan be key in those moments, but
primarily repeated tasks canstart to get, personalized.
I might figure out a way toessentially pencil whip through
my daily tasks and get'em donequickly, and I do it my way.
(21:17):
And then Jeremy comes in for theafternoon shift and Jeremy's
doing it a completely differentway.
So the individual guest who camein earlier is going to have a
different experience based onwhen they come in, versus if we
standardize that checklist,standardize that process, and
provide the right resources forour workforce, then we're gonna
(21:38):
drive that consistency.
Jeremy Julian (21:41):
Yeah.
Dig a little bit deeper into,you said you have photographic
proof, so how is, how have youguys seen that beneficial, for
brand?
Because, whether, I, I'm, Imoved from California to Texas
and California's got a lot oflitigation, related to employees
and how you engage withemployees.
So I could see that being a hugething where.
Oh, they treated me this way orthey, they were discriminating
against me because I wasn'tdoing my side work properly.
Or something along those lines.
(22:02):
Is it that or is it, where areyou seeing the photographic
proof really help the businessesbe better?
Kat Claypool (22:07):
Absolutely.
So in our checklist tool, wehave the ability to add media to
any response.
So as an employee, if I amworking through a checklist on,
let's say cleaning out therefrigerator hasn't been done,
in a few days, someone needs togo in there and do it.
I've got the checklist.
Throughout the process, I canadd media for each step, or if
(22:29):
it's just a final result, sendin a picture.
temperature checks, things ofthat nature.
When we think about the safetyof our guests, the satisfaction
and making sure that we're doingthings the right way, that photo
proof can be really impactful.
Jeremy Julian (22:43):
I think that's, that's amazing.
And you talked about riskmitigation as well.
It's just huge because we knownow that they did temp the
walk-in, they did temp the, thecoolers there.
And you can do that through thatchecklist, I'm assuming, and
really making that part of yourprocess.
We talked about it pre-show, andit wouldn't be a show in 2025 if
we didn't talk about ai.
What is ai?
how is AI impacting really atthe end of the day, the end user
(23:04):
experience?
So let's start there and thenwork our way back to how you
guys are incorporating it intothe product, because I think
everybody has some form of AIthat's lived, we've known that
it's been around for a long timein the technical world, but now
it's been commercialized suchthat people know that it exists.
So how do you, how is itimpacting the end user?
I guess let's start there.
Kat Claypool (23:23):
100%.
so a few pieces of AI that we'veincorporated at Wisetail, one is
subtitling and videos.
So as a user that can be veryimportant from an accessibility
standpoint that a video hassubtitles in it.
Or even when you think about ifa user wants to watch a piece of
training.
Maybe they're out on the floor,but maybe it's a little bit
(23:46):
slow.
but they can't have their volumeup and they wanna be able to
watch it.
The fact that we can utilize AIto create those subtitles and
they can stand there and stillcomplete their training is huge.
We also have a piece that we arecalling, which I love this word,
text extract.
So our platform has the abilitythat we can scan any image, and
(24:09):
allow that to be searchable.
So as a user, if I'm looking foranything related to a certain
word, a certain phrase, if it'sin an image, in a document, it's
gonna be able to pull that forme.
So a couple of quick ways forthe end user, but also when we
think about the admin's life andhow we can make that easier.
(24:30):
because again, they wear manyhats and typically are light on
resourcing.
We have recently partnered withSynthesia ai.
And Centia is an AI contentcreation service that several of
our clients are alreadyutilizing where they can go in,
put a script into this, selectan avatar, it and a background.
(24:51):
It would be no different thanhow I'm speaking to you now.
It mo they move their hands,they talk, they have expression,
and they're able to producethese videos at rapid speed of
very high quality and get thosetrainings rolled out.
Versus having to spend all ofthe time on production, video,
lighting, actors, all of that.
(25:11):
So trying to make their liveseasier always.
Jeremy Julian (25:15):
Yeah.
no, and quite frankly, I usesome AI to even edit the
podcast, and it's amazing, evenfrom a content perspective, you
talk about, the transcripts,that's huge, and being able to
put the transcript with thewords on top of the video, but
also.
Even being able to cut out someof the fluff and all of that
production quality is so hugebecause back to your micro
(25:35):
trainings, they only have a 30or 62nd.
So cutting out all of these,filler words that I use while my
brain's thinking and in regularhuman conversation, it's not a
problem.
But when I'm trying to get apoint across really quickly, I
love that you guys areincorporating that in.
So where are you guys findingsuccess?
I guess talk to me a little,let's talk one or two success
stories of people that didn'thave wisetail and if you don't
(25:56):
have to use brand names, buttalk me through.
And if you want to use brandnames, that's totally fine.
I don't, I'm not here to be the,the brand police, but I'd love
to, I'd love to paint a picturethat says, before wisetail, what
did it look like?
And after Wisetail, what did itlook like for a brand that, that
you're at liberty to share?
Kat Claypool (26:09):
100%.
I think that a very common usecase that we're seeing right now
is where we are not just an l anLMS.
We're truly an employeeenablement platform with so many
different facets to us.
we're seeing a lot of techconsolidation success.
So when we think of all of thecapabilities Wisetail has, and
(26:31):
let's look at a standardrestaurant group tech stack,
where we would have an LMS, anoperational checklist tool, some
kind of content managementsystem may, maybe it's something
like a SharePoint or a Google ADrive, whatever it might be.
a communication tool to be ableto push out communications.
an intranet tool, a rewardsystem for employees.
(26:56):
So off the top of my head,thinking really quickly in the
hot lights of filming a podcast,I just came up with six
different pieces of tech thatcoming to wisetail become one a
lot of our clients, fromprevious to the acquisition and
building out the operationalchecklist.
Have adopted those new pieces ofthe platform for that tech
(27:17):
consolidation and the folkscoming to us, that's really the
difference maker for them intheir decision making process is
that consolidation.
So I would absolutely, saythat's a huge impact we're
having.
And we talked about it,previously with brain
consistency and that element,but really working on those
(27:37):
operational, Inefficiencies.
how can we change this and makethings better?
Get that consistency, get theentire team behind the process
behind what we're doing.
And so we really went from yearsago, being so learning and
development focused to nowreally being driven from the
operational side of the house.
(27:58):
And how can we help thesecompanies reach their goals and
drive better guest experiences.
Yeah.
Jeremy Julian (28:05):
Yeah, and I love the, I really love the evolution
since I first learned about WiseTill,'cause it really was
amazing LMS with the ability todo that.
But now you're incorporating notjust the learning side of it,
but the workflow management andreally helping to drive not only
consistency, but ultimatelywhere does it impact the end
user?
(28:25):
Because I think retention isprobably something people
underestimate.
we talk about the reasons whypeople leave jobs and or stay at
jobs.
The ability to be successful attheir job is in the top three
every single time.
And the only way you can do thatis if they continue to invest in
you.
So I guess I'd love a little bitof, clarity on why you think
having a tool like Wisetail isso critical, so that they can
(28:46):
see a future beyond kind of whattheir day in the life is as a
bartender or as a cashier at a,fast food place or
Kat Claypool (28:52):
Absolutely.
we recently had a conversationwith an admin, one of our
clients, and he really stressedto us that.
Retention is based on day numberone.
that first interaction with theorganization, that first day of
how was I trained, how was Itreated, how did I integrate
(29:12):
into the culture and how did Iunderstand my role here?
That is what determinesretention at the end of the day.
So when we look at Wise Tail,doing something new.
It's scary.
I don't care who you are.
It's ex.
Yes, it's exciting, but it'sscary when you're walking in on
day one and you don't knowanyone and you're starting
(29:32):
something new.
We wanna be that safe spacethat's making you feel a part of
this organization.
It's driving the culture, it'sbringing you in.
We're supporting you to makesure that you are enabled to be
able to do your job to the bestof your ability.
And we're supporting you to makesure that you have access to any
(29:53):
information you need in the realtime moment.
So it's day one, being thatspace that they go to, but then
being the place that they go tothroughout their time at a
company.
Jeremy Julian (30:06):
Yeah.
No, and I love that idea becauseI think all too often we don't
think about those things andthen we go, why do we keep
turning over people?
And it's no,'cause you haven'tgiven'em the tools to be
successful.
It's scary.
I come in and if I don't knowwhat I'm doing, I'm gonna get
beat up by, by my customers orby my team members.
'cause I don't know what I'mdoing.
But allowing them thatopportunity.
And if you hire the right peopleto your point.
(30:26):
The, I don't wanna say the sky'sthe limit, but they have a lot
of opportunity to continue toaccelerate their own growth and
continue to make it to that nextlevel by jumping into the tool.
What did we miss today, Kat,other than how to get ahold of
you and buy more product?
is there anything that we didn'tgo through that you continue to
see when you go into brands andyou're talking to different
people?
Kat Claypool (30:44):
I think the thing that, that sets Wisetail apart,
and I'm bringing it full circleas we head home here, Jeremy,
but I mentioned at the beginningwe were founded in 2008 in
Bozeman, and we've really stuckto the core of who we are.
And so when you join Wisetail,you're joining, our culture,
which is that human-centricelement.
(31:07):
and As, as great as the entirecompany is.
Really the stars of the show areour account managers, the
individuals who are partneredwith our clients, helping them
day in and day out.
In addition to our tech supportteam, we, our job here is to
make our clients' lives easier,to make sure that they're
(31:28):
reaching their goals.
And as a company, I think we'vereally stuck to the core of who
we are and what drives us, whichat the end of the day are
people.
Jeremy Julian (31:37):
Yeah, No, and I see that out in the space.
Anybody that you ever talk tothat's on your cases platform
cannot say enough amazing thingsabout it.
So from that perspective, that'sawesome.
How do people get in touch?
How do people learn more?
How do people, what can theyexpect if they reach out?
is it, Hey, we're gonna give you400 things to do and now your
time that you don't have nowyou're gonna get stuck.
Obviously, I know that's not thecase, but tell people what to
expect if they reach out and,and what would an engagement
(31:58):
with you guys look like?
Kat Claypool (31:59):
Absolutely.
anyone listening to this, feelfree to add me on LinkedIn Kat
Claypool, but you can also visitwisetail.com.
And we have a lot of phenomenalresources on there.
If you are not quite ready tosit down and talk to a human, we
have resources for you too.
we have a monthly webinar thatwe do where we demo the
platform.
(32:20):
it's anonymous for the viewer.
You can jump in, watch a quickdemo, see what you wanna see.
We have some interactive clickthrough demos.
if you don't even wanna watch avideo and you just wanna see a
little bit more, and then ofcourse.
My favorite is please reach out.
We would love to get time tolearn more about your
organization and how we can helpyou reach your goals.
(32:41):
I
Jeremy Julian (32:42):
I love that.
and the one thing I wouldreiterate that we said earlier
in the show is a purpose-builttool that's for frontline
workers is very different thanany of the other LMSs out there.
Because at the end of the day,learning management and really
the task management.
You guys have the reps, you guyshave the miles on the odometer
to go into restaurants toexplain to'em how they need to
(33:03):
do this versus just some basictool that might be out there on
the internet that you can findthat's probably, might be
cheaper, might be, but it's notpurpose built and ultimately
it's not gonna solve the problemthat you need.
Kat Claypool (33:13):
That would make a heck of a bumper sticker there,
Jeremy.
I'd like to get that, as a quotefor us.
That's good.
Jeremy Julian (33:19):
Yeah.
I appreciate you guys coming onand again, I love that you guys
continue to innovate.
Everybody that I've ever workedwith that works with your
product or anybody that I'veever had, on the show or talked
to a trade show or whatnot, youguys are always amazing.
Very approachable, not hardsales pitchy.
It's Hey, we want to help youcontinue to accelerate your
growth and let us help you dothat if you're ready.
So Ka, thank you so much foreducating us where you guys are
(33:40):
at, where you guys are going.
To our listeners, guys, we knowthat you guys have got lots of
choices, like I said.
So thank you guys for hangingout if you haven't already done
so, subscribe to the show andmake it a great day.
Thanks for listening to TheRestaurant Technology Guys
podcast.
Visit restaurant technologyguys.com for tips, industry
insights, and more to help yourun your restaurant better.
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