August 14, 2023 • 43 mins
Imagine a realm where data flows seamlessly, customer experience soars and merchants run efficient, profitable businesses. This isn't a utopia, but a reality when the power of integration in e-commerce is harnessed.
Join us as we explore this fascinating world with our guest, Dave Malda from Jitterbit, who brings a wealth of 15 years of experience in the e-commerce and EDI space. He lays bare the significance of relationships and the rewarding aspect of helping others in business, reminding us that our ecosystem thrives on personal branding and mutual upliftment.
We all love a streamlined process, don't we?
Now, imagine if businesses could offer this flawless experience to their customers by just connecting different systems and allowing data to flow as required. Sounds like a dream, right?
Dave helps us unravel how this is possible and further expounds on the importance of centralizing data, eliminating disruptions from manual processes, and meeting the growing expectations of customers for near-instant gratification.
But that's not all.
We take a deep look at the shifting demands of customers.
No longer are they content to line up for products; convenience is the new king. As we venture into real-world examples of how data flow and automation can enhance customer experience, we also touch upon the concept of omnichannel and the critical need for merchants to adapt or risk obsolescence.
Finally, Dave offers insights into project phasing, data compliance, and the critical need to break down e-commerce projects into manageable chunks.
Tune in, it's a conversation you wouldn't want to miss!
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:02):
Hi, welcome to the Big Commerce Podcast.
Hello and welcome to a brandnew episode of the Big Commerce
Podcast.
I'm your host, Luigi, and ontoday's episode, I'm joined by
Dave Mulder from Jitibit.
Jitibit is an IPass, anintegration platform as a
service, a global company withoffices in Asia, North America
(00:23):
and Europe, and today we talkabout the importance of making
sure various systems talk toeach other, how the data flow
can improve customer experienceand, fundamentally, how it can
help merchants run a moreefficient and profitable
business.
Enjoy the show, Hi, Dave.
Welcome to the podcast.
Speaker 2 (00:43):
Thanks, luigi, thanks for having me.
Speaker 1 (00:45):
I've been looking forward to this.
We had to reschedule.
Speaker 2 (00:49):
Likewise, likewise.
I knew we were going to gethere at some point.
Speaker 1 (00:52):
But we were just saying how we kind of know each
other for years and kind ofinteracted over the years but
not actually met face to face.
So this is the first time.
Speaker 2 (01:02):
Yeah, that's right.
You know what?
It's funny I met Ivan oh, it'sprobably going back two years
now at a big commerce partnersummit.
There was an event the firstday after hours and I met him.
He was kind enough to meet upwith me and we kind of got to
know each other and I had knownyou, I would say, probably from
LinkedIn, twitter and a coupleof other social sort of networks
(01:24):
, right, and had followedCallaShock quite actively.
So it's good again to just meetin person.
It's kind of funny how thosethings happen, right, you can
feel like you know somebody eventhough you've never really met
them face to face right, yeah,so it's going to be.
Speaker 1 (01:39):
Our circles are quite small and for sure, next time I
mean Canada, I'll be country,but I'll make a concert there
for anyway, to come and see you?
Speaker 2 (01:50):
Oh, let me know I'll be in Toronto.
We'll roll out the red carpetfor you Consider it done.
Speaker 1 (01:57):
So, Dave, you're from one of our partners, Jitibit.
Like you said, you're based outin Toronto.
Why don't you tell ourlisteners a bit about yourself,
your background, and then a bitabout Jitibit and what it does?
Speaker 2 (02:09):
Yeah, happily.
So.
I've been in the e-commerceslash EDI space, I would say,
for about a little more than 15years.
I cut my teeth on the EDI sideof the world, learning all the
different EDI documents andtrading partners and all the
different integrations into, Iwould say, primarily the SMB and
(02:33):
mid-market ERPs.
Luigi, that was maybe two yearsand then as e-commerce started
to pick up steam, it startedwith Magento and then Volusion
and then BigCommerce and thenShopify, and obviously there's
been a lot of shift andmovements over the last decade,
(02:54):
but EDI stayed fairly prominentand steady and it just got
overlaid with e-commerce.
And so myself, 15 plus years inthe ecosystem, just really my
goal is to wake up in themorning and help businesses in
North America with all thedifferent integration requests
(03:15):
that are going to come in, andit's a unique problem and it's
something that in good times andbad times, it never really goes
away.
I mean, when things are booming, you need integration and when
things are maybe a little moretight, you need efficiency and
so, and every day is different.
(03:36):
So that's what I've reallyenjoyed is having a team that
I'm surrounded with that is upfor this challenge of helping
businesses, and I think 15 yearsin software is probably four
lifetimes.
But when it's different everyday, truly different every day,
today's not the same asyesterday.
(03:57):
That's what I like.
It doesn't have a box putaround it and it truly is
helping partners, helpingbusinesses, helping people with
all the different disparatesystems that they're going to
run into in their day to day.
Speaker 1 (04:10):
So I've learned that over the years it comes down to
purpose as well, but it's abouthelping people.
I mean, for anyone who doesn'tknow or follow Dave on social
media which you should there'salways some motivation,
inspiration that he puts outthere at the weekends, during
the week, and it really, I guessit gives you something to
(04:31):
connect with when you're sayingwhat we do, we do because we
want to help people.
I mean, yes, we have businesses, we have shareholders, but at
the end of the day, we're notcommoditizing.
The product is actually how wego about solving that problem
for you so that, like you say,you can either continue your
growth in good times or workefficiencies when things are a
bit tighter.
Speaker 2 (04:51):
Yeah, I've noticed, luigi.
This is maybe going six oreight months.
I've really paid attention tothis and I think the
relationships can betransactions or transactional,
or it can truly be arelationship where you truly are
giving.
Someone said to me years agogive, give, give before you take
(05:15):
, and you will get more inreturn than you've ever given.
And I do truly believe it A lotof people will say to me ah,
it's kind of corny and it's likeit really isn't.
Though If you yes, we are allrunning businesses, we all have
targets and quotas and things weneed to move towards right for
budgeting purposes, and that allmakes sense.
But if you go into it with howcan I help Luigi, how can I help
(05:39):
Kalashok, it's so much more ofa pleasant experience than if
it's the other way around.
What can I take right?
That just really can make forsome tough days, and I just
don't think it's the right wayto go about life in anything
right.
Speaker 1 (05:56):
So and, as we just said a bit, you know, some time
ago, our ecosystem is fairlysmall and, you know, in an age
where we talk about personalbranding, where we talk about
and fundamentally people buyfrom people and if you, once
your kind of reputation is out,there is somebody that you know
genuinely cares and genuinelywants to help and there is no
(06:18):
hidden agenda.
It's not just some you knowmarketing scheme to kind of come
across as something that'sreally helpful, but actually
there's a hidden agenda.
I think that then trickles down.
And it's not for everyone, but Ithink what that I mean this
particular episode started offkind of a bit more of a tangent
rather than just a bit, but thepoint being that you started to
connect with people thatactually share the same purpose
(06:38):
and values as you do, which thenmakes that relationship and
I've said this before, kind ofwhen I've been on pitches, where
so one of the things that makesone of the things that makes us
different is that we make aneffort to meet our merchants
face to face, wherever they'rebased, interesting so we.
That's why we do a lot oftraveling, and the reason for
(07:00):
that is that, invariably, when aproblem rears its head or when
there's some difficultconversations to have, if you've
met that person, if you've, ifyou've sounded them out, you
know what they're like, you'vegot that relationship, then you
can much easier kind of traversethose you know tough times.
Then somebody that's just atthe other end of a zoom call
(07:21):
there's no emotive kind ofrelationship, it's just vendor,
client and you're done.
And so it does go, you knowdown, say, look, this person you
know through their values orthrough their, through their
purpose, is going to be, he'sgonna work with integrity, is
going to help us.
(07:41):
He's gonna have our bestinterests at heart.
Now, best interest at heart.
I once Was listening to apodcast episode.
It's two bobs and is thepodcast podcast okay to two
Bob's?
Two Bob's, yeah, blair, yeah,blair ends and they basically,
but Baker, basically One of thethings that I think then again
(08:03):
going completely no tangent.
Basically that sometimes we overdeliver, without an expectation
from the merchant of receivingthat, that level, like they're
happy with 80%.
But sometimes if our purposeand Values are to help out as
much as possible and to makethat experience better, we start
(08:24):
going into 85, 90, 95%, andthat then leads to its own
complications way by saying well, you know, you kind of, you
know you got the, the scopecreep because actually you're
delivering stuff that was out ofscope.
Right and what so, butfundamentally is just like you
say it's can I go to sleep atnight, said I've done, I'm happy
(08:45):
with what I've achieved today.
I've done what I, you know,live up to do.
Speaker 2 (08:50):
What did it vanish?
Actually, what an advantage togo and meet In person.
That's really cool, because ityeah, it's.
Sometimes it's maybe not, let'ssay, cost-effective, but it is,
it's an investment from ourperspective.
Yeah.
Speaker 1 (09:04):
I mean, yeah, like anyone that knows me will know
the amount.
I mean I spent three monthsaway from home last year.
We worked it out Just travelfor work.
So you know, quantify that intohow many trips and and how many
days away.
But it is meeting clients, itis forming those relationships
and, you know, going from there.
(09:25):
So it's yeah, yeah, becauseit's quite easy to get
commoditized as a Like an agencythat says, well, we do a BCD,
but actually when you go there,when you're walking around the
clients business, when you startto see things that you wouldn't
necessarily see On a zoom calland you, you know you speak to
somebody as you walk in past manwarehouse or or whatever, yeah,
(09:46):
all those things add value andthe end of the day, like you say
, is it is about helping people.
So it's saying, yeah, you knowyou've engaged us to be an
agency to you know, to run thisdigital transformation project,
to get you Online with thiswebsite, to redesign whatever.
But we don't want to kind of dothis.
You know Vertical kind ofdevelopment.
We want to make sure that yougo broad as well and you start
(10:07):
capitalizing on theopportunities that are out there
and you know the integrationsthat we can, we can plug into
that.
Maybe you know if we weren'tthere to see those problems
occurring.
Speaker 2 (10:17):
You know, you would know right, yeah, yeah I made it
to the radar love it.
Speaker 1 (10:24):
So come back to jitter bit.
Speaker 2 (10:28):
That was a David Luigi show.
I.
Speaker 1 (10:32):
Really enjoyed that.
Actually, again, it just kindof reaffirms the point of it.
Sometimes you just connect withpeople that have the same value
and purposes as you and we yeah, you know I think we can talk
about value and purpose and youknow, kind of consider them a
bit buzzwords, but actually youdo, you do find that people just
From how they come across, orwhether they're you know,
somebody that you want to workwith or not, whether it's, like
(10:54):
you say, gonna be purelytransactional, you know, you
give me money, I'll give you awebsite and it's done there.
Or whether you know, once youstart kind of forming those
relationships and the emotionkind of sets into set.
I want to help, I want them tostart, you know, growing at this
rate.
I want them to start, you know,you know, dethrone in there
their closest competitor.
All these things.
(11:15):
Yeah, for me anyway, it givespurpose to what yeah, it's
interesting, you say this right.
Speaker 2 (11:22):
So we one of the Account executives at jitter bit
and myself went for lunch it'sgoing back two weeks now to a
client that we just signed in InToronto or in the GTA and so
During.
So this lunch was just.
You know, we were, we were sortof celebrating, we're gonna be
working with them.
They're just down the roadright there, kind of a block
(11:44):
away.
We have this lunch and it wasjust.
It was just so cool to like getto know these two gentlemen One
was like an IT director, theother was the e-commerce Manager
to get them to know them on adifferent level, but then also
to like understand a lot oftheir day-to-day pain in In
(12:06):
these.
So one example of this, luigi,is they have so we were doing an
integration from their Amazonand, I think, ebay sites Into
their ERP and but in talkingwith them, they also have this
B2B challenge where, in theirwords, they're pushing paper
(12:26):
around a lot, right.
So you said we have reps out inthe field that are, you know,
selling their product to allsorts of different partners and
they're printing things off,they're writing things down
there.
We only found out about thispain because we went for lunch
together and we were justgetting to know them and we were
talking about their day-to-dayand what does it look like, and
(12:48):
they mentioned these stacks ofpaper very separate from what we
were, what problem we weresolving earlier, and just it was
like wow, we were.
We were kind of like we spent agood 30 minutes of the lunch
just talking about how thesedisparate systems Can just
generate so much paperwork andinefficiency, right, and I don't
(13:08):
think we would have had thatkind of fun nice discussion If
we were just on a zoom callTalking about the current
project, right.
So again to your point like yougoing to their place of business
or sitting down in a casualspot and maybe just having lunch
or a dinner and talking aboutso, guys, what, what does your
day look like?
(13:28):
And when they describe it toyou like wow, like that's a
pretty chaotic Existence, right,and and they're trying to like
Make their lives more efficientso they can spend time on
promoting, or right, maybe theyare managing all the extra paper
.
Yeah.
So he's like we're busy runningaround chasing this paper going
(13:50):
into filing cabinets whenreally there are B2B solutions
out there that could Help usright and help sales reps that
are out in the field to right.
So just like Really meaty, goodconversations but out of like
getting to know the folks right.
Speaker 1 (14:06):
Yeah, and that that's exactly it, because you don't
know what you don't know.
Like if we're only being told50% of the problems because
there may be, you know those 50%cause 80% of the issues.
Yeah, you know what's to say,that you know spending an extra,
you know Bit of time doesn'tthen move that needle to kind of
.
You know Be able to get 60%,and so on and so forth.
Speaker 2 (14:28):
Yeah, exactly so.
Speaker 1 (14:31):
So it just come back kind of Get a bit basically an I
pass so integration platform asa service and basically connect
data between different systemsso you can platforms, erp, um,
edi systems, yeah anything.
Speaker 2 (14:49):
Yeah, absolutely so.
When, when people ask me forthe like what's the calls notes
version of what you do?
Right, a lot of times I'lldefault to when we're like a
middleware, right, so we sit inbetween Production systems that
need their data to move back andforth, right, and it kind of.
It's that simple.
That might even be a little toolong winded, but it really is
connecting different systems andthere is many, many, many
(15:13):
different ways that we can helpbusinesses that have Different
files, databases, systems Intheir infrastructure, where
having those Brought together orhaving information shared is is
a massive advantage to themright gives them a lot of
visibility.
I personally Am I teampersonally focus on the EDI
(15:35):
trading partners and thee-commerce integrations, but
jitter bit as a whole, which isa we're a global Company.
You know we support all sortsof other systems like work day
and ADP and Really, if it has anAPI or if there's a way we can
connect to it, we can.
We can push and pull data.
Speaker 1 (15:56):
So we're spoken about the benefits to a merchant.
So you've got efficiencies,you've got different data points
being pulled in, and how doesKind of centralizing this date
or kind of running this dataflow actually improve the
customer experience for when itcomes to e-commerce?
Speaker 2 (16:17):
Yeah, it's a great question, I so I always kind of
describe it this way, luigi.
So when we engage with with abusiness and they have some some
integration challenges, right,often will have them walk us
through what is currentlyhappening today, right?
So let's just use a, ane-commerce platform, as an
(16:41):
example.
So we have a site that isselling a product.
A customer finds your site andplaces their order.
What happens now?
Right, and they'll walk usthrough the different business
processes and handoffs that thathappened, from order placed all
(17:01):
the way to order shipped, orderreceived, right, and then I
would say, like upselling andother things that happen after
the fact, and a lot of timeswhat you'll notice is like
there's either a file beinggenerated or there is some
paperwork that's being printedoff and perhaps scan.
There's these Manual processesthat can can really impact the
(17:23):
customer journey and I think youprobably know, and your team
knows, that Online, when thatjourney is like slightly
interrupted so it could be, I'veplaced my order, I do this, I
place my order, and then I'vewaited for maybe eight or ten
hours and I don't have atracking number yet, right, and
then sometimes maybe a day, twodays, goes by.
Me personally, I'm like, okay,this doesn't feel right.
(17:46):
I, I I haven't gotten an emailyet with my tracking number or
it's pending.
And I just get uncomfortable,right, because today it's like
you place an order, you get atracking number a couple hours
later, kind of thing.
Right, so that Experience canget interrupted on the customer
side very easily, where where wecan help is okay, this order
(18:08):
gets placed, we can send that.
You know what we work on a youknow we can, within a very
fairly small interval, take thatorder, send it down to, let's
say, net sweep, for example, orwhatever your either using, and
then Capture that order.
So everything's automated,right, there's no, no one's
keying anything in.
(18:28):
We send that order to the threeP L or the warehouse to get
picked, packed and shipped.
Right now it gets shipped.
We get the tracking information, we send that back to net suite
and update the order, whichthen goes back up to the
e-commerce platform, updates theorder, and you know that's
going to trigger an email thatyou get to say, hey, you know
it's been shipped, here's yourtracking number.
(18:49):
And then, of course, there's somany other processes there,
luigi, that that are going to beautomated, where, if you have a
person that is Doing thismanual entry, or even if you
have maybe a home grownIntegration, sometimes those can
(19:09):
be maybe not as robust or theycan have some challenges right
where maybe they go down andthings stop and you're going to
lose a customer right.
So that journey is somethingwhere I think we pride ourselves
on it's in the background, youdon't need to know about us, but
we certainly do help with allthe different Movement of data
(19:33):
to two things I want to touch on.
Speaker 1 (19:34):
The first one is that nowadays we are conditioned by
Amazon.
So you know whether you'rebuying a Ten dollar book or
you're buying a five thousanddollar TV.
You get the communication tosay thanks for your order, we've
received it.
So it doesn't matter.
It's not say what.
You only get it for the bigticket items or you only get it
for small ones.
And like you say, then right,the order shipped the orders out
(19:58):
for delivery.
It's you know, the driver isgoing to be with you between X
time and Y time and the orderbeen delivered, so no-transcript
when it comes to Amazon.
Fine, amazon also has a brandthat 99.99% of times will
deliver.
They might deliver somethingthat's not yours.
(20:18):
I've had that before.
I've opened one envelope that'sempty and I've opened one
envelope that had basically twolabels on it.
So you peel off one envelope, sothey basically sent someone
else.
But apart from that, and alsoconversely, you can get that
sorted but you know at everystep of the way where that order
is, like you say.
So you haven't got to wait twodays for a tracking Number two
(20:39):
so that's their conditioning.
And the number two, like yousay, the importance of having
this infrastructure that'sprocessing and you don't need to
sing and dance about it, butjust know that it's working in
the background Is we've got amerchant in America.
At the moment they don'tactually use the native
transactional emails out of bigcommerce.
Ok, it's a complicatedinfrastructure but, long story
(21:02):
short, whenever there's anydowntime with the web hooks,
that order doesn't get firedinto their system.
So that turnkey solutiondoesn't go because the order's
not come in, so the transactionlead, the email confirming the
order can't go out, the emailconfirming the credentials can't
go out, so like and they say welose orders, Like people then
(21:25):
will realize that's then right,you've taken my money out
because I've checked my card butI haven't had an IOTA
confirmation, no correspondenceto say thanks for your order,
don't trust you, I'm off andyou're never going to get that
chance again.
And add that all up, and howmany thousands of dollars tens
of thousands can you losepotentially?
And that's, I guess, the thingthat you need to consider when
(21:51):
you're kind of saying, yeah, butall these systems cost money.
No, they don't.
It costs me thousands to travelto visit clients on the West
Coast of the US or Canada, butit's an investment because then
I get that client understands meand we have a stronger
relationship and the lifetimevalue increases.
Same with what you're doing.
You're saying look, if you'vegot all these systems talking to
(22:13):
each other, you're going tooffer a better experience.
That customer, unless you messit up tangibly by literally not
sending out the order or itbeing damaged, is going to come
back to you because, whetherit's B2C or B2B, maybe they get
those transactional emails, theyget those tracking numbers,
they get their online andoffline orders in their online
portal.
Like you're just offering sucha good system and just a bit is
(22:36):
there in the background, 24-7,pushing this data.
And if they speak with you, theyget that kind of enhanced
integration, but that'sfundamentally what it's down to.
Speaker 2 (22:50):
Yeah, I think probably, and that's a really
great point.
I think a couple of otherexamples that scare clients off
or have clients just not dorepeat business are things like,
let's say, inventory quantities.
So I go to sites I use today no, I'm excited to buy this
(23:11):
product, I buy it and thenactually the inventory online is
kind of out of sync with what'sin the warehouse and you get a
back order.
Speaker 1 (23:19):
Or even in store.
Sorry to interrupt you there,but now that we're kind of
looking at the channel first,they're right, I can check store
stock in store.
Now, fine, if there's one andyou leave it two days, fair
enough.
But if you're kind of sayingthis product is available in
this store and you make aneffort to go down there, you
kind of want to make sure thatyou leave with that product.
Speaker 2 (23:37):
Yeah, we just, actually we just had this the
other night with my daughter.
She reads a lot of books andshe was like, oh, dad, there's
this book at Indigo this ismaybe 25 minutes from our place
we live a little in the countryand I said, oh yeah, no problem,
did you check the store?
Did they have it there in thekitchen?
Oh yeah, yeah, they got onecopy left.
Awesome, ok, so we have supper,we get in the car, we go down
there Well, of course they don'thave it right.
(23:57):
And then the associates as well.
You know what.
The inventory sometimes is acouple of days off, right, and
that can show maybe somethingthat's maybe out of stock, right
.
And I was like, oh, shoot, ok,well, not the end of the world.
But at the same time, it waslike you know what?
We should have just bought itonline and got it delivered in a
day or two, right, and not aknock on that business.
(24:20):
But it's just an example oflike.
Speaker 1 (24:22):
I think she went on Amazon and bought it after that,
right, Because it's like OK,well, now I know I'm going to
get it.
Speaker 2 (24:29):
You know that's so.
Inventory is an example.
There are other examples ofmaybe it's a little more complex
, but as you get returns right,which can impact the ERP and the
financials right, that in anautomated fashion can be.
You know, especially during theholiday season, luigi right,
where you know perhaps I'll buysomething for my wife and maybe
(24:52):
it's not exactly what she wanted, she's going to send it back,
right, and so you have theseseasons where returns can really
overload your business.
Well, if that's automated andyou're doing checks right, as
opposed to entering all thisinformation, you know that's
another area where you knowhaving this system in place and
just having automation ingeneral, regardless if it should
(25:14):
have it or you know someoneelse, it's just very, very
helpful because you can reallylose your shirt by just not
being prepared for those thingsright.
That's another one, and probablyI'll say a fourth one is what
we're seeing more and more of isI'm a customer service
associate.
I might be using Salesforcecomand I need to know.
(25:38):
So.
This customer maybe didsomething on big commerce.
They had a bunch of questionsthat information needs to be
available for the associate andmaybe they're using, you know,
salesforce for their help deskor some other type of platform
and they don't want to trainthat same associate or
representative on, like now,another system.
So you got to go in here andtake a look.
(25:59):
They want to have one centralspot for that.
When I pull up Luigi, I see allof the things that have
happened with him and I'm ableto very quickly, on the phone or
in chat, relay the rightinformation and solve the
problem right, and you can't dothat with disparate systems.
It's just almost impossible,right?
So 100%.
Speaker 1 (26:20):
And again, going back to that Omni channel, you know
what, if I bought in store and Ibought online, you want to have
that Cause.
We get that as well with kindof.
You know, brick and mortarstores and online it's kind of.
We want a single source oftruth.
If that customer is earningpoints online, they want to
spend them in store.
Let them do that.
If they're vice versa, ifthey're buying a voucher or
they've been given a voucher for100 pounds and they've spent 50
(26:41):
on online, they want to be ableto spend 50 on store.
And we, you know they don'twant to kind of say, oh well,
this is an online voucher, thisis an offline voucher, oh, you
bought this online, you've gotto return it by post, and you
know you bought this in a store.
So all that kind of thing and it, like you say, it's just data
and it's just connecting themall up so that you can offer
just the best Cause.
(27:02):
It's not even got to be thebest solution.
Like you say, we, you know,kind of where your daughter had
to to buy, you know, ended upbuying lambchains.
I don't know if this merchantis in talks now with just a bit
to solve their inventory issue.
But the problem with that isthat you're playing in.
You know I make no secrets ofthe fact that I'm a hypocrite
and I buy from Amazon, but Iwould rather I didn't.
(27:23):
But the convenience comes in,Like you say, you've got that,
that surety, but at the sametime when those merchants aren't
investing in making sure thatthe customer experience is
seamless as possible and mostpeople will not make a
comparison and say, well, thisone's Amazon, so they've got
everything right.
And you know this is a smallindependent bookstore, they will
cut you some slack and as longas people are communicated to,
(27:44):
but otherwise you're playinginto the hands of that merchant
having to go on Amazon becauselike, do you know what?
I can't be bothered, I'll orderit today and it will come
tomorrow, Thursday, Friday,whatever day it is.
Speaker 2 (27:56):
I think you hit on two really key things.
Like the points thing is reallyinteresting because I've had
that experience where you likemaybe you build up some points
and then you go into the samebusiness but it's a, it's a,
it's a brexit mortar store andyou're unable to use them.
It's so frustrating, right,because you're like, well, wait
a minute, like you're the sameentity, like kind of, get, get
your stuff together, like I.
(28:17):
That's frustrating.
And then returns can be veryfrustrating.
So, okay, bring it.
You know you bought it at thisstore.
Like you, you know we've had itbefore.
Where we go, we travel a littlebit.
It won't go up north or maybego to a cottage or near B&B.
You buy something up there.
It's a fairly well-known brand.
You come back here.
Your four hours away, so you'renever gonna go back to that
(28:37):
store, right, and you, there's astore here locally you'd like
to bring it back.
Oh, sorry, you didn't buy ithere, right?
That to me as well is likesuper frustrating, because it's
like, well, just a second, guyslike get, get it together.
Right, because if I bought at-shirt or pair pants or shorts
or be there up there up north inMuskoka, and I'm allowed to
(28:58):
bring it back here in the GTA.
I mean, what a wonderfulexperience.
Oh, you accept, I've had thattoo, actually, where people are
like, oh no, no, no, no, it'sokay, you bought it over there.
No big deal, man, we can helpyou here, you can exchange it,
get your money back, it's allgood, that is just like.
Oh, like awesome, I, I drovehere, you're helping me.
It compels me to like, go backand often to like, just okay,
(29:21):
well, you don't need to browsethe store here and, you know,
buy something else, right, asopposed to sorry, you can't do
that here and everyone'sapologetic, right, but at the
end of the day, nothing's gonnaright and it's not a great
experience.
So, yeah, you're, you're right.
I'm always fascinated by theamount of data that that moves
back and forth or is maybesiloed, right in certain cases,
(29:44):
and the dysfunction that it cancause, right, when it is siloed
or when it's brought together,kind of the Like, the harmony it
can bring, which is like, wow,that was a really great
experience, right?
And that's why that question weask, which is walk me through
today, what happens in thecurrent process?
(30:05):
You often uncover all sorts ofreally interesting things
because you know they're.
Sometimes it's like what do youcall that?
Like a Sort of hamster wheelsand stuff going on in the
background, right, it's likeit's incredible.
But when it is tied togetherand sort of works in sync, it's
like it can be pretty wonderful.
(30:25):
And the customer is not thewiser, right, they don't have to
be.
Yeah.
Speaker 1 (30:30):
Well, but when they need that particular
functionality where they buyonline and return it store, or
buying one store and returnanother, you know that those
kind of things, because it wouldgo.
You know we go into the realmsof like peak and theory, where
it's like that you base yourentire experience on that last
piece of the puzzle.
So you may have had the nicerstore, the friendliest shop
(30:51):
assistant, the products, great,but then when you want to go
return it in another province oranother town, it's kind of like
, yeah, can't be done.
You can let you know what don'tbuy from them because it's just
, it's aggro.
So forget about the product,forget about this, the store,
forget about the sales assistant.
Is the fact that the lastinteraction I had with your
brand, with your, you know, withyour company, was a negative
(31:13):
one.
Yeah and anyway that that can.
Speaker 2 (31:16):
I think to the the, the customer is More demanding,
right.
It used to be like when I wasgrowing up.
I remember like lining up atthe video store, right like
blockbuster, getting you know,getting the movie right, there
was a product it was available.
Yeah, like a, like a video game.
I remember having a Nintendoand then you know, nintendo
(31:37):
would release these games andthey would get certain gaming
stores, but you had to line upto get it right and some people
that were pretty hardcore wouldline up a day or two prior,
right.
So there was really not achance you were gonna get that
product.
It was gonna be sold out unlessyou went to those lengths.
But the business demanded whereyou would be To get that
(31:57):
product.
And then that whole thing thelast couple years has has
flipped right.
Like you need to be where I'mgoing to, be right.
And if that means I'm at amarketplace and you have a
pop-up, great.
If that means I'm onlinesearching and you're on
Instagram, great.
If that, right.
There's so many different waysto buy and you need to be there.
And if you're not, people willgo looking elsewhere where it's
(32:21):
convenient, right.
And I think that's like areally, really big shift.
People call it, you know, sortof omni-channel, but I think it
was.
Harley from Shopify said it'smaybe going back a year or two,
but he basically said, liketalking about omni-channel is
gonna be kind of like talkingabout a colored TV.
You know, nowadays you don't,you don't say colored TV, all
(32:43):
TVs are colored right, andomni-channel is like it's kind
of the same thing.
It's like, well, yeah, you haveto have all these systems
connected or you're just gonnabe Sations.
Yeah, yeah, the customer is moredemanding, right.
Speaker 1 (32:58):
Which is just a bad thing, I think you know stops
the merchants become complacent,and the ones that do become
complacent, you know, eitherhave to up their game or
Disappear.
Just quickly how you doing fortime.
Speaker 2 (33:08):
Dave, I've got about 10 more minutes, if that's okay.
Speaker 1 (33:11):
Okay, I'd love to go for another hour, because we
just I Right.
Well, this is us kind of thing,because I looked and I didn't
have a meeting and I was.
I wonder if Dave doesn't either, because then If we just split
this up into two, but we'll,we'll arrange in a second, 100%
will arrange a second, a secondif we don't do it off today,
let's do it sooner rather thanlater too, I'm happy to.
(33:31):
I'm happy to do it tonight.
Um, just going back, I I loveMuskoka.
I was there Um years ago but mymy god parents had a lake house
on Lake Muskoka.
Oh beautiful world, there's theplaces well, weber, I think
it's gone downhill now.
Speaker 2 (33:51):
Yeah it's.
It's interesting like Airbnbhas all.
I mean you can just sort ofplug in what you would like and
the Region and you know we'vewe've had some just really
wonderful experiences where youcan say, okay, I would like like
a little beach on this lake,you know, where you can bring a
dog and whatever right, threekids, and Off you go and it's
like, oh, here you go and it isjust like fishing, kayaking,
(34:14):
hiking.
Yeah, even that little town,vibe right, where you maybe go
to the little diner, or you goto you know Upper supper, to a
local barbecue spot or something.
It's like nothing beats it, man.
Speaker 1 (34:25):
Yeah, my wife is Finnish and Finland's very
similar to Canada.
Okay and so it's again.
They're kind of outdoorsy,you've got that kind of nature
and and just to be there, thatnon-commercial scene.
But anyway, I digress, I justyou mentioned Muskoka and it's
Part of sorry, a couple of hoursnorth of Toronto if anyone
wants to visit, and so we kindof you said about kind of Having
(34:50):
that kind of unified data Point, but also if your customers,
you know, look, expect a pop-up,for you to have a pop-up, so
how can something like just abit help a merchant who is who
is kind of considering EitherOmni channel or multi-channel,
rita, and and all those varioustouch points about kind of to
bring them all together To offer, you know, like a tailored
(35:13):
slash, personalized experiencetheir customers?
Speaker 2 (35:16):
Yeah, I think, often so, that this is sort of the way
it typically works for us.
Um, luigi is, you know, the,the merchant you know may come
with we call them like workflowsor flows, right.
They may come with like foursystems and maybe 12 flows,
right?
So here are all the systems.
Here's you know what data needsto be connected.
(35:37):
Here's the current challengesand how can you help, right, in
my experience, what I found is,if you dial down those flows to
what's the most critical one,what's the one right now that is
costing you a lot of money,that is causing the most pain,
either in a warehouse or on thewebsite, or maybe causing the
(35:58):
most frustration for yourcustomer, right, or your
customers, and we'll narrow thatdown to say, okay, let's solve
this, and that a lot of timeswill solve 80% of the issues,
and then the other 20%, let'swork on those.
So let's get this resolved.
And then this little like sortof nice to have, or these couple
(36:18):
nice to have, let's work onthose next right, but let's
phase it out.
And I have found that when youbite off enough that you can
chew and you can see someefficiencies and get that time
to value quickly and then workon, let's say, a phase two,
sometimes a phase three and soon.
That has always worked very,very well, as opposed to here's
(36:40):
the whole kitchen sink and let'sbite this all off at once,
right?
That sometimes can presentchallenges that like, maybe
there's certain systems that arenot in production yet or
they're right, they're beingdeployed.
So I'm standing up a bigcommerce site but it's not fully
deployed yet.
(37:01):
But I would like that to be partof this phase one that I'm just
using big commerce as anexample.
It could be an ERP, you know,it could be your implementing
Dynamics 365 or NetSuite.
That is a bit of a movingtarget, right?
And you want it to be in phaseone.
A lot of times it's get thesebutton down.
Once they're buttoned down,let's map out what we need to do
, let's scope it properly andlet's phase it.
(37:24):
If we need to, let's knock outphase one, go to phase two, go
to phase three, right?
So I don't know if that helpsanswer the question, luigi, but
that has been, like you know, avery so not a lot of moving
targets get a good scope andthen phase it out, and you know,
and having someone on the otherend that is very knowledgeable
(37:45):
about what's happening.
That's always pretty key to theprocess as well.
If there's, you know, if it'syou're the integration experts,
jitavit, you know, you guysfigure it out.
That often cannot end wellbecause we don't know their
business the way they do, right.
So when you have a champ overthere that says, dave, I got it,
you ask a question, we're gonnagive answers right and let's
(38:08):
work together.
You can always see success atthe end.
Speaker 1 (38:12):
Occasionally, internally kind of when we get a
project that maybe someonefeels overwhelmed, or even a
task, it's you know, the analogyto use is how do we?
An elephant and it's kind ofone bite at a time and you need
to break that down.
So you're saying, yeah, this iswhere we want to achieve with
everything, but actually to workback instead.
Right, phase one is ERP, talksto you know, econ platform, and
(38:34):
then we start bringing in maybeour, you know CRM and pushing
the data into that.
Yeah, so 100%.
And so we've spoken a lot aboutkind of the client facing side,
the client experience, butmaybe a bit more of the kind of
boring side which is, at the endof the day, we're moving data
around.
We are, you know, as a merchant.
You have a responsibility tomake sure that data is secure,
(38:55):
that also you're not creatingproblems for yourself.
So how does, how does it kindof an integration platform, such
as just a bit, help themerchant from that perspective?
Speaker 2 (39:07):
On the, so on the data security, Security and
privacy.
Speaker 1 (39:11):
yeah, to kind of, you know, make sure that, because
you know the merchants can buildout their own systems.
They can run off CSVs, they can, you know, but fundamentally
they come with their own dangersas well.
So how does kind of work withjust a bit help alleviate all
those issues.
Speaker 2 (39:26):
Yeah, yeah, there's an area on our site really that
speaks to just like datasecurity, compliance, different
regulations and I by no means aman expert, luigi, but things
like HIPAA compliance, right,when you're dealing with you
know medical records and youknow sensitive information for
(39:50):
individuals, you know we'recompliant in that area, gdpr
compliant in that area.
There's the caliph, I think it'sthe CCPA, which is like the
California Consumer Privacy Act.
These are all things thatJiribet takes very seriously and
we have, you know, technicalfolks and teams of folks that
(40:10):
make sure that you know, as wemove data, we are adhering to
all of these differentcompliance rules.
And you know, not just in NorthAmerica, but across all the
regions where we work in, whichis Latin Amia and APAC, right,
and, of course, north America.
So we're pretty strict with allthat stuff.
You know.
Again, there is an area on thewebsite that speaks specifically
(40:34):
to it, but it's pretty critical, you know, in this day and age,
to make sure that the data thatis moving back and forth is
compliant with you know, all thedifferent regulations, because
I think that can sometimes beleft to the side just there's an
assumption maybe, that thingsgo go.
Speaker 1 (40:52):
Yeah people get so focused on just making sure the
data moves properly and in atimely fashion.
Speaker 2 (40:58):
But, yeah, there are all these compliance regulations
and rules that you need tofollow as well.
Right, to make sure that you'resure you're moving it, but what
happens to it?
Right, and are you compliant inthe region?
Dave, I've really enjoyedtalking to you today.
Oh, likewise man, it's beenreally fun and we're going to
have to do it again.
Speaker 1 (41:18):
I think we'll leave the product side of things and
we'll just talk, but I've reallyenjoyed our conversation.
If merchants want to learn moreabout GITibit and obviously,
where can they follow youpersonally as well?
Speaker 2 (41:30):
Sure, yeah, so on Twitter, and I do sort of
sprinkling integration in what Italk about on Twitter.
Some of it's motivational andjust life in general right, but
that's on Twitter.
It's at Dave Mulder MA-LDA islast name and on LinkedIn it's
Dutch, which is like a Frenchname.
Yeah, it's Dutch, which is,like I was saying earlier, is
(41:52):
like there's no Vander andthere's no Smud at the end of it
, so you'd never guess it, butit is Dutch.
And then LinkedIn is just DaveMulder and you'll see GITibit is
obviously the company name thatI'm representing, and those are
probably the two activechannels that I'm on.
But then also you can go toGITibitcom and there's various
(42:15):
ways you can ask for informationthere as well.
Speaker 1 (42:17):
We'll put links in the show notes.
Speaker 2 (42:19):
Perfect and I'm always happy to help.
So people can DM me or evenjust reach out and connect and
I'm happy to help them findtheir way in their journey.
It can be complex sometimes andtalking with someone that maybe
has experience in it can justhelp sort of alleviate some of
(42:40):
the gaps in knowledge andexpedite the search.
So happy to help.
Speaker 1 (42:45):
Excellent.
Final question yes, have youread a book or what podcast you
listened to that you'd recommendto our listeners?
Speaker 2 (42:52):
Yeah, I was looking forward to this question.
So I'm reading right now.
It's a book called Playing toWin and I'll send you a link to
it as well, but I'm listening toit actually on Audible, luigi.
It's called Playing to Win andit's written by Roger Martin and
AG Lafley those are both of theauthors and really it's all
(43:15):
about strategy.
It's not winning at all costs,but it's how to make sure that
your strategy and your tacticsare sort of helping you help
your customers the best, andthen how do you align your team
with that.
So I'm halfway through the book, so I can only speak about half
(43:37):
of the book.
I got another half to goProbably another four or five
hours.
But fantastic book.
I'll share the link with you inthe cover and I happen to be
listening to it on Audible andit's fantastic.
Speaker 1 (43:51):
We'll put that in the links as well.
Perfect, so we'll look forwardto reading that.
Well, dave, thank you very muchfor your time.
As I said, it's been reallyenjoyable talking to you.
Speaker 2 (44:00):
Likewise Thanks for having me.
Speaker 1 (44:02):
I look forward to speaking to you again, likewise.
Speaker 2 (44:05):
Part two.
I'm looking forward to it 100%.
Speaker 1 (44:07):
All right, sorry, stave, take care.
Speaker 2 (44:09):
Luigi, see you, bye, bye.
Speaker 1 (44:14):
Thank you for listening to the BigCommerce
Podcast.
If you've enjoyed today'sepisode, please leave a review
on your favorite podcastplatform and if you haven't
already, please subscribe Tolearn more about our podcast,
listen to previous episodes orget in contact.
Please visit our website atthebigcommercepodcastcom and
make sure you're following us onour social media, on Instagram
and Twitter Until next week.
(44:36):
Thank you very much.
How was it?
Hi, welcome to the Big Commerce Podcast.
Hello and welcome to a brandnew episode of the Big Commerce
Podcast.
I'm your host, Luigi, and ontoday's episode, I'm joined by
Dave Mulder from Jitibit.
Jitibit is an IPass, anintegration platform as a
service, a global company withoffices in Asia, North America
(00:23):
and Europe, and today we talkabout the importance of making
sure various systems talk toeach other, how the data flow
can improve customer experienceand, fundamentally, how it can
help merchants run a moreefficient and profitable
business.
Enjoy the show, Hi, Dave.
Welcome to the podcast.
Speaker 2 (00:43):
Thanks, luigi, thanks for having me.
Speaker 1 (00:45):
I've been looking forward to this.
We had to reschedule.
Speaker 2 (00:49):
Likewise, likewise.
I knew we were going to gethere at some point.
Speaker 1 (00:52):
But we were just saying how we kind of know each
other for years and kind ofinteracted over the years but
not actually met face to face.
So this is the first time.
Speaker 2 (01:02):
Yeah, that's right.
You know what?
It's funny I met Ivan oh, it'sprobably going back two years
now at a big commerce partnersummit.
There was an event the firstday after hours and I met him.
He was kind enough to meet upwith me and we kind of got to
know each other and I had knownyou, I would say, probably from
LinkedIn, twitter and a coupleof other social sort of networks
(01:24):
, right, and had followedCallaShock quite actively.
So it's good again to just meetin person.
It's kind of funny how thosethings happen, right, you can
feel like you know somebody eventhough you've never really met
them face to face right, yeah,so it's going to be.
Speaker 1 (01:39):
Our circles are quite small and for sure, next time I
mean Canada, I'll be country,but I'll make a concert there
for anyway, to come and see you?
Speaker 2 (01:50):
Oh, let me know I'll be in Toronto.
We'll roll out the red carpetfor you Consider it done.
Speaker 1 (01:57):
So, Dave, you're from one of our partners, Jitibit.
Like you said, you're based outin Toronto.
Why don't you tell ourlisteners a bit about yourself,
your background, and then a bitabout Jitibit and what it does?
Speaker 2 (02:09):
Yeah, happily.
So.
I've been in the e-commerceslash EDI space, I would say,
for about a little more than 15years.
I cut my teeth on the EDI sideof the world, learning all the
different EDI documents andtrading partners and all the
different integrations into, Iwould say, primarily the SMB and
(02:33):
mid-market ERPs.
Luigi, that was maybe two yearsand then as e-commerce started
to pick up steam, it startedwith Magento and then Volusion
and then BigCommerce and thenShopify, and obviously there's
been a lot of shift andmovements over the last decade,
(02:54):
but EDI stayed fairly prominentand steady and it just got
overlaid with e-commerce.
And so myself, 15 plus years inthe ecosystem, just really my
goal is to wake up in themorning and help businesses in
North America with all thedifferent integration requests
(03:15):
that are going to come in, andit's a unique problem and it's
something that in good times andbad times, it never really goes
away.
I mean, when things are booming, you need integration and when
things are maybe a little moretight, you need efficiency and
so, and every day is different.
(03:36):
So that's what I've reallyenjoyed is having a team that
I'm surrounded with that is upfor this challenge of helping
businesses, and I think 15 yearsin software is probably four
lifetimes.
But when it's different everyday, truly different every day,
today's not the same asyesterday.
(03:57):
That's what I like.
It doesn't have a box putaround it and it truly is
helping partners, helpingbusinesses, helping people with
all the different disparatesystems that they're going to
run into in their day to day.
Speaker 1 (04:10):
So I've learned that over the years it comes down to
purpose as well, but it's abouthelping people.
I mean, for anyone who doesn'tknow or follow Dave on social
media which you should there'salways some motivation,
inspiration that he puts outthere at the weekends, during
the week, and it really, I guessit gives you something to
(04:31):
connect with when you're sayingwhat we do, we do because we
want to help people.
I mean, yes, we have businesses, we have shareholders, but at
the end of the day, we're notcommoditizing.
The product is actually how wego about solving that problem
for you so that, like you say,you can either continue your
growth in good times or workefficiencies when things are a
bit tighter.
Speaker 2 (04:51):
Yeah, I've noticed, luigi.
This is maybe going six oreight months.
I've really paid attention tothis and I think the
relationships can betransactions or transactional,
or it can truly be arelationship where you truly are
giving.
Someone said to me years agogive, give, give before you take
(05:15):
, and you will get more inreturn than you've ever given.
And I do truly believe it A lotof people will say to me ah,
it's kind of corny and it's likeit really isn't.
Though If you yes, we are allrunning businesses, we all have
targets and quotas and things weneed to move towards right for
budgeting purposes, and that allmakes sense.
But if you go into it with howcan I help Luigi, how can I help
(05:39):
Kalashok, it's so much more ofa pleasant experience than if
it's the other way around.
What can I take right?
That just really can make forsome tough days, and I just
don't think it's the right wayto go about life in anything
right.
Speaker 1 (05:56):
So and, as we just said a bit, you know, some time
ago, our ecosystem is fairlysmall and, you know, in an age
where we talk about personalbranding, where we talk about
and fundamentally people buyfrom people and if you, once
your kind of reputation is out,there is somebody that you know
genuinely cares and genuinelywants to help and there is no
(06:18):
hidden agenda.
It's not just some you knowmarketing scheme to kind of come
across as something that'sreally helpful, but actually
there's a hidden agenda.
I think that then trickles down.
And it's not for everyone, but Ithink what that I mean this
particular episode started offkind of a bit more of a tangent
rather than just a bit, but thepoint being that you started to
connect with people thatactually share the same purpose
(06:38):
and values as you do, which thenmakes that relationship and
I've said this before, kind ofwhen I've been on pitches, where
so one of the things that makesone of the things that makes us
different is that we make aneffort to meet our merchants
face to face, wherever they'rebased, interesting so we.
That's why we do a lot oftraveling, and the reason for
(07:00):
that is that, invariably, when aproblem rears its head or when
there's some difficultconversations to have, if you've
met that person, if you've, ifyou've sounded them out, you
know what they're like, you'vegot that relationship, then you
can much easier kind of traversethose you know tough times.
Then somebody that's just atthe other end of a zoom call
(07:21):
there's no emotive kind ofrelationship, it's just vendor,
client and you're done.
And so it does go, you knowdown, say, look, this person you
know through their values orthrough their, through their
purpose, is going to be, he'sgonna work with integrity, is
going to help us.
(07:41):
He's gonna have our bestinterests at heart.
Now, best interest at heart.
I once Was listening to apodcast episode.
It's two bobs and is thepodcast podcast okay to two
Bob's?
Two Bob's, yeah, blair, yeah,blair ends and they basically,
but Baker, basically One of thethings that I think then again
(08:03):
going completely no tangent.
Basically that sometimes we overdeliver, without an expectation
from the merchant of receivingthat, that level, like they're
happy with 80%.
But sometimes if our purposeand Values are to help out as
much as possible and to makethat experience better, we start
(08:24):
going into 85, 90, 95%, andthat then leads to its own
complications way by saying well, you know, you kind of, you
know you got the, the scopecreep because actually you're
delivering stuff that was out ofscope.
Right and what so, butfundamentally is just like you
say it's can I go to sleep atnight, said I've done, I'm happy
(08:45):
with what I've achieved today.
I've done what I, you know,live up to do.
Speaker 2 (08:50):
What did it vanish?
Actually, what an advantage togo and meet In person.
That's really cool, because ityeah, it's.
Sometimes it's maybe not, let'ssay, cost-effective, but it is,
it's an investment from ourperspective.
Yeah.
Speaker 1 (09:04):
I mean, yeah, like anyone that knows me will know
the amount.
I mean I spent three monthsaway from home last year.
We worked it out Just travelfor work.
So you know, quantify that intohow many trips and and how many
days away.
But it is meeting clients, itis forming those relationships
and, you know, going from there.
(09:25):
So it's yeah, yeah, becauseit's quite easy to get
commoditized as a Like an agencythat says, well, we do a BCD,
but actually when you go there,when you're walking around the
clients business, when you startto see things that you wouldn't
necessarily see On a zoom calland you, you know you speak to
somebody as you walk in past manwarehouse or or whatever, yeah,
(09:46):
all those things add value andthe end of the day, like you say
, is it is about helping people.
So it's saying, yeah, you knowyou've engaged us to be an
agency to you know, to run thisdigital transformation project,
to get you Online with thiswebsite, to redesign whatever.
But we don't want to kind of dothis.
You know Vertical kind ofdevelopment.
We want to make sure that yougo broad as well and you start
(10:07):
capitalizing on theopportunities that are out there
and you know the integrationsthat we can, we can plug into
that.
Maybe you know if we weren'tthere to see those problems
occurring.
Speaker 2 (10:17):
You know, you would know right, yeah, yeah I made it
to the radar love it.
Speaker 1 (10:24):
So come back to jitter bit.
Speaker 2 (10:28):
That was a David Luigi show.
I.
Speaker 1 (10:32):
Really enjoyed that.
Actually, again, it just kindof reaffirms the point of it.
Sometimes you just connect withpeople that have the same value
and purposes as you and we yeah, you know I think we can talk
about value and purpose and youknow, kind of consider them a
bit buzzwords, but actually youdo, you do find that people just
From how they come across, orwhether they're you know,
somebody that you want to workwith or not, whether it's, like
(10:54):
you say, gonna be purelytransactional, you know, you
give me money, I'll give you awebsite and it's done there.
Or whether you know, once youstart kind of forming those
relationships and the emotionkind of sets into set.
I want to help, I want them tostart, you know, growing at this
rate.
I want them to start, you know,you know, dethrone in there
their closest competitor.
All these things.
(11:15):
Yeah, for me anyway, it givespurpose to what yeah, it's
interesting, you say this right.
Speaker 2 (11:22):
So we one of the Account executives at jitter bit
and myself went for lunch it'sgoing back two weeks now to a
client that we just signed in InToronto or in the GTA and so
During.
So this lunch was just.
You know, we were, we were sortof celebrating, we're gonna be
working with them.
They're just down the roadright there, kind of a block
(11:44):
away.
We have this lunch and it wasjust.
It was just so cool to like getto know these two gentlemen One
was like an IT director, theother was the e-commerce Manager
to get them to know them on adifferent level, but then also
to like understand a lot oftheir day-to-day pain in In
(12:06):
these.
So one example of this, luigi,is they have so we were doing an
integration from their Amazonand, I think, ebay sites Into
their ERP and but in talkingwith them, they also have this
B2B challenge where, in theirwords, they're pushing paper
(12:26):
around a lot, right.
So you said we have reps out inthe field that are, you know,
selling their product to allsorts of different partners and
they're printing things off,they're writing things down
there.
We only found out about thispain because we went for lunch
together and we were justgetting to know them and we were
talking about their day-to-dayand what does it look like, and
(12:48):
they mentioned these stacks ofpaper very separate from what we
were, what problem we weresolving earlier, and just it was
like wow, we were.
We were kind of like we spent agood 30 minutes of the lunch
just talking about how thesedisparate systems Can just
generate so much paperwork andinefficiency, right, and I don't
(13:08):
think we would have had thatkind of fun nice discussion If
we were just on a zoom callTalking about the current
project, right.
So again to your point like yougoing to their place of business
or sitting down in a casualspot and maybe just having lunch
or a dinner and talking aboutso, guys, what, what does your
day look like?
(13:28):
And when they describe it toyou like wow, like that's a
pretty chaotic Existence, right,and and they're trying to like
Make their lives more efficientso they can spend time on
promoting, or right, maybe theyare managing all the extra paper
.
Yeah.
So he's like we're busy runningaround chasing this paper going
(13:50):
into filing cabinets whenreally there are B2B solutions
out there that could Help usright and help sales reps that
are out in the field to right.
So just like Really meaty, goodconversations but out of like
getting to know the folks right.
Speaker 1 (14:06):
Yeah, and that that's exactly it, because you don't
know what you don't know.
Like if we're only being told50% of the problems because
there may be, you know those 50%cause 80% of the issues.
Yeah, you know what's to say,that you know spending an extra,
you know Bit of time doesn'tthen move that needle to kind of
.
You know Be able to get 60%,and so on and so forth.
Speaker 2 (14:28):
Yeah, exactly so.
Speaker 1 (14:31):
So it just come back kind of Get a bit basically an I
pass so integration platform asa service and basically connect
data between different systemsso you can platforms, erp, um,
edi systems, yeah anything.
Speaker 2 (14:49):
Yeah, absolutely so.
When, when people ask me forthe like what's the calls notes
version of what you do?
Right, a lot of times I'lldefault to when we're like a
middleware, right, so we sit inbetween Production systems that
need their data to move back andforth, right, and it kind of.
It's that simple.
That might even be a little toolong winded, but it really is
connecting different systems andthere is many, many, many
(15:13):
different ways that we can helpbusinesses that have Different
files, databases, systems Intheir infrastructure, where
having those Brought together orhaving information shared is is
a massive advantage to themright gives them a lot of
visibility.
I personally Am I teampersonally focus on the EDI
(15:35):
trading partners and thee-commerce integrations, but
jitter bit as a whole, which isa we're a global Company.
You know we support all sortsof other systems like work day
and ADP and Really, if it has anAPI or if there's a way we can
connect to it, we can.
We can push and pull data.
Speaker 1 (15:56):
So we're spoken about the benefits to a merchant.
So you've got efficiencies,you've got different data points
being pulled in, and how doesKind of centralizing this date
or kind of running this dataflow actually improve the
customer experience for when itcomes to e-commerce?
Speaker 2 (16:17):
Yeah, it's a great question, I so I always kind of
describe it this way, luigi.
So when we engage with with abusiness and they have some some
integration challenges, right,often will have them walk us
through what is currentlyhappening today, right?
So let's just use a, ane-commerce platform, as an
(16:41):
example.
So we have a site that isselling a product.
A customer finds your site andplaces their order.
What happens now?
Right, and they'll walk usthrough the different business
processes and handoffs that thathappened, from order placed all
(17:01):
the way to order shipped, orderreceived, right, and then I
would say, like upselling andother things that happen after
the fact, and a lot of timeswhat you'll notice is like
there's either a file beinggenerated or there is some
paperwork that's being printedoff and perhaps scan.
There's these Manual processesthat can can really impact the
(17:23):
customer journey and I think youprobably know, and your team
knows, that Online, when thatjourney is like slightly
interrupted so it could be, I'veplaced my order, I do this, I
place my order, and then I'vewaited for maybe eight or ten
hours and I don't have atracking number yet, right, and
then sometimes maybe a day, twodays, goes by.
Me personally, I'm like, okay,this doesn't feel right.
(17:46):
I, I I haven't gotten an emailyet with my tracking number or
it's pending.
And I just get uncomfortable,right, because today it's like
you place an order, you get atracking number a couple hours
later, kind of thing.
Right, so that Experience canget interrupted on the customer
side very easily, where where wecan help is okay, this order
(18:08):
gets placed, we can send that.
You know what we work on a youknow we can, within a very
fairly small interval, take thatorder, send it down to, let's
say, net sweep, for example, orwhatever your either using, and
then Capture that order.
So everything's automated,right, there's no, no one's
keying anything in.
(18:28):
We send that order to the threeP L or the warehouse to get
picked, packed and shipped.
Right now it gets shipped.
We get the tracking information, we send that back to net suite
and update the order, whichthen goes back up to the
e-commerce platform, updates theorder, and you know that's
going to trigger an email thatyou get to say, hey, you know
it's been shipped, here's yourtracking number.
(18:49):
And then, of course, there's somany other processes there,
luigi, that that are going to beautomated, where, if you have a
person that is Doing thismanual entry, or even if you
have maybe a home grownIntegration, sometimes those can
(19:09):
be maybe not as robust or theycan have some challenges right
where maybe they go down andthings stop and you're going to
lose a customer right.
So that journey is somethingwhere I think we pride ourselves
on it's in the background, youdon't need to know about us, but
we certainly do help with allthe different Movement of data
(19:33):
to two things I want to touch on.
Speaker 1 (19:34):
The first one is that nowadays we are conditioned by
Amazon.
So you know whether you'rebuying a Ten dollar book or
you're buying a five thousanddollar TV.
You get the communication tosay thanks for your order, we've
received it.
So it doesn't matter.
It's not say what.
You only get it for the bigticket items or you only get it
for small ones.
And like you say, then right,the order shipped the orders out
(19:58):
for delivery.
It's you know, the driver isgoing to be with you between X
time and Y time and the orderbeen delivered, so no-transcript
when it comes to Amazon.
Fine, amazon also has a brandthat 99.99% of times will
deliver.
They might deliver somethingthat's not yours.
(20:18):
I've had that before.
I've opened one envelope that'sempty and I've opened one
envelope that had basically twolabels on it.
So you peel off one envelope, sothey basically sent someone
else.
But apart from that, and alsoconversely, you can get that
sorted but you know at everystep of the way where that order
is, like you say.
So you haven't got to wait twodays for a tracking Number two
(20:39):
so that's their conditioning.
And the number two, like yousay, the importance of having
this infrastructure that'sprocessing and you don't need to
sing and dance about it, butjust know that it's working in
the background Is we've got amerchant in America.
At the moment they don'tactually use the native
transactional emails out of bigcommerce.
Ok, it's a complicatedinfrastructure but, long story
(21:02):
short, whenever there's anydowntime with the web hooks,
that order doesn't get firedinto their system.
So that turnkey solutiondoesn't go because the order's
not come in, so the transactionlead, the email confirming the
order can't go out, the emailconfirming the credentials can't
go out, so like and they say welose orders, Like people then
(21:25):
will realize that's then right,you've taken my money out
because I've checked my card butI haven't had an IOTA
confirmation, no correspondenceto say thanks for your order,
don't trust you, I'm off andyou're never going to get that
chance again.
And add that all up, and howmany thousands of dollars tens
of thousands can you losepotentially?
And that's, I guess, the thingthat you need to consider when
(21:51):
you're kind of saying, yeah, butall these systems cost money.
No, they don't.
It costs me thousands to travelto visit clients on the West
Coast of the US or Canada, butit's an investment because then
I get that client understands meand we have a stronger
relationship and the lifetimevalue increases.
Same with what you're doing.
You're saying look, if you'vegot all these systems talking to
(22:13):
each other, you're going tooffer a better experience.
That customer, unless you messit up tangibly by literally not
sending out the order or itbeing damaged, is going to come
back to you because, whetherit's B2C or B2B, maybe they get
those transactional emails, theyget those tracking numbers,
they get their online andoffline orders in their online
portal.
Like you're just offering sucha good system and just a bit is
(22:36):
there in the background, 24-7,pushing this data.
And if they speak with you, theyget that kind of enhanced
integration, but that'sfundamentally what it's down to.
Speaker 2 (22:50):
Yeah, I think probably, and that's a really
great point.
I think a couple of otherexamples that scare clients off
or have clients just not dorepeat business are things like,
let's say, inventory quantities.
So I go to sites I use today no, I'm excited to buy this
(23:11):
product, I buy it and thenactually the inventory online is
kind of out of sync with what'sin the warehouse and you get a
back order.
Speaker 1 (23:19):
Or even in store.
Sorry to interrupt you there,but now that we're kind of
looking at the channel first,they're right, I can check store
stock in store.
Now, fine, if there's one andyou leave it two days, fair
enough.
But if you're kind of sayingthis product is available in
this store and you make aneffort to go down there, you
kind of want to make sure thatyou leave with that product.
Speaker 2 (23:37):
Yeah, we just, actually we just had this the
other night with my daughter.
She reads a lot of books andshe was like, oh, dad, there's
this book at Indigo this ismaybe 25 minutes from our place
we live a little in the countryand I said, oh yeah, no problem,
did you check the store?
Did they have it there in thekitchen?
Oh yeah, yeah, they got onecopy left.
Awesome, ok, so we have supper,we get in the car, we go down
there Well, of course they don'thave it right.
(23:57):
And then the associates as well.
You know what.
The inventory sometimes is acouple of days off, right, and
that can show maybe somethingthat's maybe out of stock, right
.
And I was like, oh, shoot, ok,well, not the end of the world.
But at the same time, it waslike you know what?
We should have just bought itonline and got it delivered in a
day or two, right, and not aknock on that business.
(24:20):
But it's just an example oflike.
Speaker 1 (24:22):
I think she went on Amazon and bought it after that,
right, Because it's like OK,well, now I know I'm going to
get it.
Speaker 2 (24:29):
You know that's so.
Inventory is an example.
There are other examples ofmaybe it's a little more complex
, but as you get returns right,which can impact the ERP and the
financials right, that in anautomated fashion can be.
You know, especially during theholiday season, luigi right,
where you know perhaps I'll buysomething for my wife and maybe
(24:52):
it's not exactly what she wanted, she's going to send it back,
right, and so you have theseseasons where returns can really
overload your business.
Well, if that's automated andyou're doing checks right, as
opposed to entering all thisinformation, you know that's
another area where you knowhaving this system in place and
just having automation ingeneral, regardless if it should
(25:14):
have it or you know someoneelse, it's just very, very
helpful because you can reallylose your shirt by just not
being prepared for those thingsright.
That's another one, and probablyI'll say a fourth one is what
we're seeing more and more of isI'm a customer service
associate.
I might be using Salesforcecomand I need to know.
(25:38):
So.
This customer maybe didsomething on big commerce.
They had a bunch of questionsthat information needs to be
available for the associate andmaybe they're using, you know,
salesforce for their help deskor some other type of platform
and they don't want to trainthat same associate or
representative on, like now,another system.
So you got to go in here andtake a look.
(25:59):
They want to have one centralspot for that.
When I pull up Luigi, I see allof the things that have
happened with him and I'm ableto very quickly, on the phone or
in chat, relay the rightinformation and solve the
problem right, and you can't dothat with disparate systems.
It's just almost impossible,right?
So 100%.
Speaker 1 (26:20):
And again, going back to that Omni channel, you know
what, if I bought in store and Ibought online, you want to have
that Cause.
We get that as well with kindof.
You know, brick and mortarstores and online it's kind of.
We want a single source oftruth.
If that customer is earningpoints online, they want to
spend them in store.
Let them do that.
If they're vice versa, ifthey're buying a voucher or
they've been given a voucher for100 pounds and they've spent 50
(26:41):
on online, they want to be ableto spend 50 on store.
And we, you know they don'twant to kind of say, oh well,
this is an online voucher, thisis an offline voucher, oh, you
bought this online, you've gotto return it by post, and you
know you bought this in a store.
So all that kind of thing and it, like you say, it's just data
and it's just connecting themall up so that you can offer
just the best Cause.
(27:02):
It's not even got to be thebest solution.
Like you say, we, you know,kind of where your daughter had
to to buy, you know, ended upbuying lambchains.
I don't know if this merchantis in talks now with just a bit
to solve their inventory issue.
But the problem with that isthat you're playing in.
You know I make no secrets ofthe fact that I'm a hypocrite
and I buy from Amazon, but Iwould rather I didn't.
(27:23):
But the convenience comes in,Like you say, you've got that,
that surety, but at the sametime when those merchants aren't
investing in making sure thatthe customer experience is
seamless as possible and mostpeople will not make a
comparison and say, well, thisone's Amazon, so they've got
everything right.
And you know this is a smallindependent bookstore, they will
cut you some slack and as longas people are communicated to,
(27:44):
but otherwise you're playinginto the hands of that merchant
having to go on Amazon becauselike, do you know what?
I can't be bothered, I'll orderit today and it will come
tomorrow, Thursday, Friday,whatever day it is.
Speaker 2 (27:56):
I think you hit on two really key things.
Like the points thing is reallyinteresting because I've had
that experience where you likemaybe you build up some points
and then you go into the samebusiness but it's a, it's a,
it's a brexit mortar store andyou're unable to use them.
It's so frustrating, right,because you're like, well, wait
a minute, like you're the sameentity, like kind of, get, get
your stuff together, like I.
(28:17):
That's frustrating.
And then returns can be veryfrustrating.
So, okay, bring it.
You know you bought it at thisstore.
Like you, you know we've had itbefore.
Where we go, we travel a littlebit.
It won't go up north or maybego to a cottage or near B&B.
You buy something up there.
It's a fairly well-known brand.
You come back here.
Your four hours away, so you'renever gonna go back to that
(28:37):
store, right, and you, there's astore here locally you'd like
to bring it back.
Oh, sorry, you didn't buy ithere, right?
That to me as well is likesuper frustrating, because it's
like, well, just a second, guyslike get, get it together.
Right, because if I bought at-shirt or pair pants or shorts
or be there up there up north inMuskoka, and I'm allowed to
(28:58):
bring it back here in the GTA.
I mean, what a wonderfulexperience.
Oh, you accept, I've had thattoo, actually, where people are
like, oh no, no, no, no, it'sokay, you bought it over there.
No big deal, man, we can helpyou here, you can exchange it,
get your money back, it's allgood, that is just like.
Oh, like awesome, I, I drovehere, you're helping me.
It compels me to like, go backand often to like, just okay,
(29:21):
well, you don't need to browsethe store here and, you know,
buy something else, right, asopposed to sorry, you can't do
that here and everyone'sapologetic, right, but at the
end of the day, nothing's gonnaright and it's not a great
experience.
So, yeah, you're, you're right.
I'm always fascinated by theamount of data that that moves
back and forth or is maybesiloed, right in certain cases,
(29:44):
and the dysfunction that it cancause, right, when it is siloed
or when it's brought together,kind of the Like, the harmony it
can bring, which is like, wow,that was a really great
experience, right?
And that's why that question weask, which is walk me through
today, what happens in thecurrent process?
(30:05):
You often uncover all sorts ofreally interesting things
because you know they're.
Sometimes it's like what do youcall that?
Like a Sort of hamster wheelsand stuff going on in the
background, right, it's likeit's incredible.
But when it is tied togetherand sort of works in sync, it's
like it can be pretty wonderful.
(30:25):
And the customer is not thewiser, right, they don't have to
be.
Yeah.
Speaker 1 (30:30):
Well, but when they need that particular
functionality where they buyonline and return it store, or
buying one store and returnanother, you know that those
kind of things, because it wouldgo.
You know we go into the realmsof like peak and theory, where
it's like that you base yourentire experience on that last
piece of the puzzle.
So you may have had the nicerstore, the friendliest shop
(30:51):
assistant, the products, great,but then when you want to go
return it in another province oranother town, it's kind of like
, yeah, can't be done.
You can let you know what don'tbuy from them because it's just
, it's aggro.
So forget about the product,forget about this, the store,
forget about the sales assistant.
Is the fact that the lastinteraction I had with your
brand, with your, you know, withyour company, was a negative
(31:13):
one.
Yeah and anyway that that can.
Speaker 2 (31:16):
I think to the the, the customer is More demanding,
right.
It used to be like when I wasgrowing up.
I remember like lining up atthe video store, right like
blockbuster, getting you know,getting the movie right, there
was a product it was available.
Yeah, like a, like a video game.
I remember having a Nintendoand then you know, nintendo
(31:37):
would release these games andthey would get certain gaming
stores, but you had to line upto get it right and some people
that were pretty hardcore wouldline up a day or two prior,
right.
So there was really not achance you were gonna get that
product.
It was gonna be sold out unlessyou went to those lengths.
But the business demanded whereyou would be To get that
(31:57):
product.
And then that whole thing thelast couple years has has
flipped right.
Like you need to be where I'mgoing to, be right.
And if that means I'm at amarketplace and you have a
pop-up, great.
If that means I'm onlinesearching and you're on
Instagram, great.
If that, right.
There's so many different waysto buy and you need to be there.
And if you're not, people willgo looking elsewhere where it's
(32:21):
convenient, right.
And I think that's like areally, really big shift.
People call it, you know, sortof omni-channel, but I think it
was.
Harley from Shopify said it'smaybe going back a year or two,
but he basically said, liketalking about omni-channel is
gonna be kind of like talkingabout a colored TV.
You know, nowadays you don't,you don't say colored TV, all
(32:43):
TVs are colored right, andomni-channel is like it's kind
of the same thing.
It's like, well, yeah, you haveto have all these systems
connected or you're just gonnabe Sations.
Yeah, yeah, the customer is moredemanding, right.
Speaker 1 (32:58):
Which is just a bad thing, I think you know stops
the merchants become complacent,and the ones that do become
complacent, you know, eitherhave to up their game or
Disappear.
Just quickly how you doing fortime.
Speaker 2 (33:08):
Dave, I've got about 10 more minutes, if that's okay.
Speaker 1 (33:11):
Okay, I'd love to go for another hour, because we
just I Right.
Well, this is us kind of thing,because I looked and I didn't
have a meeting and I was.
I wonder if Dave doesn't either, because then If we just split
this up into two, but we'll,we'll arrange in a second, 100%
will arrange a second, a secondif we don't do it off today,
let's do it sooner rather thanlater too, I'm happy to.
(33:31):
I'm happy to do it tonight.
Um, just going back, I I loveMuskoka.
I was there Um years ago but mymy god parents had a lake house
on Lake Muskoka.
Oh beautiful world, there's theplaces well, weber, I think
it's gone downhill now.
Speaker 2 (33:51):
Yeah it's.
It's interesting like Airbnbhas all.
I mean you can just sort ofplug in what you would like and
the Region and you know we'vewe've had some just really
wonderful experiences where youcan say, okay, I would like like
a little beach on this lake,you know, where you can bring a
dog and whatever right, threekids, and Off you go and it's
like, oh, here you go and it isjust like fishing, kayaking,
(34:14):
hiking.
Yeah, even that little town,vibe right, where you maybe go
to the little diner, or you goto you know Upper supper, to a
local barbecue spot or something.
It's like nothing beats it, man.
Speaker 1 (34:25):
Yeah, my wife is Finnish and Finland's very
similar to Canada.
Okay and so it's again.
They're kind of outdoorsy,you've got that kind of nature
and and just to be there, thatnon-commercial scene.
But anyway, I digress, I justyou mentioned Muskoka and it's
Part of sorry, a couple of hoursnorth of Toronto if anyone
wants to visit, and so we kindof you said about kind of Having
(34:50):
that kind of unified data Point, but also if your customers,
you know, look, expect a pop-up,for you to have a pop-up, so
how can something like just abit help a merchant who is who
is kind of considering EitherOmni channel or multi-channel,
rita, and and all those varioustouch points about kind of to
bring them all together To offer, you know, like a tailored
(35:13):
slash, personalized experiencetheir customers?
Speaker 2 (35:16):
Yeah, I think, often so, that this is sort of the way
it typically works for us.
Um, luigi is, you know, the,the merchant you know may come
with we call them like workflowsor flows, right.
They may come with like foursystems and maybe 12 flows,
right?
So here are all the systems.
Here's you know what data needsto be connected.
(35:37):
Here's the current challengesand how can you help, right, in
my experience, what I found is,if you dial down those flows to
what's the most critical one,what's the one right now that is
costing you a lot of money,that is causing the most pain,
either in a warehouse or on thewebsite, or maybe causing the
(35:58):
most frustration for yourcustomer, right, or your
customers, and we'll narrow thatdown to say, okay, let's solve
this, and that a lot of timeswill solve 80% of the issues,
and then the other 20%, let'swork on those.
So let's get this resolved.
And then this little like sortof nice to have, or these couple
(36:18):
nice to have, let's work onthose next right, but let's
phase it out.
And I have found that when youbite off enough that you can
chew and you can see someefficiencies and get that time
to value quickly and then workon, let's say, a phase two,
sometimes a phase three and soon.
That has always worked very,very well, as opposed to here's
(36:40):
the whole kitchen sink and let'sbite this all off at once,
right?
That sometimes can presentchallenges that like, maybe
there's certain systems that arenot in production yet or
they're right, they're beingdeployed.
So I'm standing up a bigcommerce site but it's not fully
deployed yet.
(37:01):
But I would like that to be partof this phase one that I'm just
using big commerce as anexample.
It could be an ERP, you know,it could be your implementing
Dynamics 365 or NetSuite.
That is a bit of a movingtarget, right?
And you want it to be in phaseone.
A lot of times it's get thesebutton down.
Once they're buttoned down,let's map out what we need to do
, let's scope it properly andlet's phase it.
(37:24):
If we need to, let's knock outphase one, go to phase two, go
to phase three, right?
So I don't know if that helpsanswer the question, luigi, but
that has been, like you know, avery so not a lot of moving
targets get a good scope andthen phase it out, and you know,
and having someone on the otherend that is very knowledgeable
(37:45):
about what's happening.
That's always pretty key to theprocess as well.
If there's, you know, if it'syou're the integration experts,
jitavit, you know, you guysfigure it out.
That often cannot end wellbecause we don't know their
business the way they do, right.
So when you have a champ overthere that says, dave, I got it,
you ask a question, we're gonnagive answers right and let's
(38:08):
work together.
You can always see success atthe end.
Speaker 1 (38:12):
Occasionally, internally kind of when we get a
project that maybe someonefeels overwhelmed, or even a
task, it's you know, the analogyto use is how do we?
An elephant and it's kind ofone bite at a time and you need
to break that down.
So you're saying, yeah, this iswhere we want to achieve with
everything, but actually to workback instead.
Right, phase one is ERP, talksto you know, econ platform, and
(38:34):
then we start bringing in maybeour, you know CRM and pushing
the data into that.
Yeah, so 100%.
And so we've spoken a lot aboutkind of the client facing side,
the client experience, butmaybe a bit more of the kind of
boring side which is, at the endof the day, we're moving data
around.
We are, you know, as a merchant.
You have a responsibility tomake sure that data is secure,
(38:55):
that also you're not creatingproblems for yourself.
So how does, how does it kindof an integration platform, such
as just a bit, help themerchant from that perspective?
Speaker 2 (39:07):
On the, so on the data security, Security and
privacy.
Speaker 1 (39:11):
yeah, to kind of, you know, make sure that, because
you know the merchants can buildout their own systems.
They can run off CSVs, they can, you know, but fundamentally
they come with their own dangersas well.
So how does kind of work withjust a bit help alleviate all
those issues.
Speaker 2 (39:26):
Yeah, yeah, there's an area on our site really that
speaks to just like datasecurity, compliance, different
regulations and I by no means aman expert, luigi, but things
like HIPAA compliance, right,when you're dealing with you
know medical records and youknow sensitive information for
(39:50):
individuals, you know we'recompliant in that area, gdpr
compliant in that area.
There's the caliph, I think it'sthe CCPA, which is like the
California Consumer Privacy Act.
These are all things thatJiribet takes very seriously and
we have, you know, technicalfolks and teams of folks that
(40:10):
make sure that you know, as wemove data, we are adhering to
all of these differentcompliance rules.
And you know, not just in NorthAmerica, but across all the
regions where we work in, whichis Latin Amia and APAC, right,
and, of course, north America.
So we're pretty strict with allthat stuff.
You know.
Again, there is an area on thewebsite that speaks specifically
(40:34):
to it, but it's pretty critical, you know, in this day and age,
to make sure that the data thatis moving back and forth is
compliant with you know, all thedifferent regulations, because
I think that can sometimes beleft to the side just there's an
assumption maybe, that thingsgo go.
Speaker 1 (40:52):
Yeah people get so focused on just making sure the
data moves properly and in atimely fashion.
Speaker 2 (40:58):
But, yeah, there are all these compliance regulations
and rules that you need tofollow as well.
Right, to make sure that you'resure you're moving it, but what
happens to it?
Right, and are you compliant inthe region?
Dave, I've really enjoyedtalking to you today.
Oh, likewise man, it's beenreally fun and we're going to
have to do it again.
Speaker 1 (41:18):
I think we'll leave the product side of things and
we'll just talk, but I've reallyenjoyed our conversation.
If merchants want to learn moreabout GITibit and obviously,
where can they follow youpersonally as well?
Speaker 2 (41:30):
Sure, yeah, so on Twitter, and I do sort of
sprinkling integration in what Italk about on Twitter.
Some of it's motivational andjust life in general right, but
that's on Twitter.
It's at Dave Mulder MA-LDA islast name and on LinkedIn it's
Dutch, which is like a Frenchname.
Yeah, it's Dutch, which is,like I was saying earlier, is
(41:52):
like there's no Vander andthere's no Smud at the end of it
, so you'd never guess it, butit is Dutch.
And then LinkedIn is just DaveMulder and you'll see GITibit is
obviously the company name thatI'm representing, and those are
probably the two activechannels that I'm on.
But then also you can go toGITibitcom and there's various
(42:15):
ways you can ask for informationthere as well.
Speaker 1 (42:17):
We'll put links in the show notes.
Speaker 2 (42:19):
Perfect and I'm always happy to help.
So people can DM me or evenjust reach out and connect and
I'm happy to help them findtheir way in their journey.
It can be complex sometimes andtalking with someone that maybe
has experience in it can justhelp sort of alleviate some of
(42:40):
the gaps in knowledge andexpedite the search.
So happy to help.
Speaker 1 (42:45):
Excellent.
Final question yes, have youread a book or what podcast you
listened to that you'd recommendto our listeners?
Speaker 2 (42:52):
Yeah, I was looking forward to this question.
So I'm reading right now.
It's a book called Playing toWin and I'll send you a link to
it as well, but I'm listening toit actually on Audible, luigi.
It's called Playing to Win andit's written by Roger Martin and
AG Lafley those are both of theauthors and really it's all
(43:15):
about strategy.
It's not winning at all costs,but it's how to make sure that
your strategy and your tacticsare sort of helping you help
your customers the best, andthen how do you align your team
with that.
So I'm halfway through the book, so I can only speak about half
(43:37):
of the book.
I got another half to goProbably another four or five
hours.
But fantastic book.
I'll share the link with you inthe cover and I happen to be
listening to it on Audible andit's fantastic.
Speaker 1 (43:51):
We'll put that in the links as well.
Perfect, so we'll look forwardto reading that.
Well, dave, thank you very muchfor your time.
As I said, it's been reallyenjoyable talking to you.
Speaker 2 (44:00):
Likewise Thanks for having me.
Speaker 1 (44:02):
I look forward to speaking to you again, likewise.
Speaker 2 (44:05):
Part two.
I'm looking forward to it 100%.
Speaker 1 (44:07):
All right, sorry, stave, take care.
Speaker 2 (44:09):
Luigi, see you, bye, bye.
Speaker 1 (44:14):
Thank you for listening to the BigCommerce
Podcast.
If you've enjoyed today'sepisode, please leave a review
on your favorite podcastplatform and if you haven't
already, please subscribe Tolearn more about our podcast,
listen to previous episodes orget in contact.
Please visit our website atthebigcommercepodcastcom and
make sure you're following us onour social media, on Instagram
and Twitter Until next week.
(44:36):
Thank you very much.
How was it?
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