welcome to Glide chat where we give you the rundown of all things service now let's talk about the now right [Music] now hey everyone welcome to another episode of Glide chat I'm Brett Carl VP of solution and alliances at Glide fast and here with me is G from 3C logic as the VP of Alliance and marketing so happy to have you here G and thanks for joining me likewise Brett thanks for having me so let's just Dive Right In for those of you who aren't familiar could you walk us through a little bit about 3C logic yeah I mean through 3C logic we are an AI powered contact center solution uh probably best known uh among other things for our um Native integration with service now walk me through what significant impact that you know 3C logic has with uh with the space so how do you actually fit in with service now and and talk me a little bit about what behind 3C logic and what what sparked it why why do you exist walk me through the history a little bit our history I mean our our founding um really started uh as probably one of the first uh Cloud hosted offerings on the public cloud or at the time was called public Cloud so we're actually fully hosted from day one on Amazon web services um we didn't that's where we started we didn't start with hosting our own environment and then eventually moving uh which is now sort of the uh the trend for most onto platforms like AWS and resor and so forth we've been there since day one so we have humble beginnings uh as a cloud company uh from the get-go um in terms of what brought about the need for 3C logic why we're we founded well we saw an opportunity really to leverage uh Cloud as a way to potentially offer a greater degree of flexibility for those large Enterprise organizations that um for the time being and even a vast majority of them still to this day um had uh were stuck on on- premise environments um nothing against on- premise um but it has its uh sets of limitations when it comes to uh being able to innovate at the rate at which technology is innovating today um you know least of all or not least of all today the um you know obviously the obsession with artificial intelligence and everything that comes with it it's evolved into something much more since then we actually saw an opportunity to really reinvent how uh contact centers um were deploying themselves um traditionally contact center and let's say CRM or system or records have been uh two distinct markets but the reality is that they are uh two sides of the same coin if you will um especially when you're talking about everything affecting customer experience or even employee experience uh you need platforms um and system of Records like that of service now whether it's their customer service management uh platform or it service management or even employee workflows to really help manage everything that it takes to resolve an issue when it comes about right so that's connecting the back office the middle office and so forth contact centers have always been that engagement layer they're that point of ingestion if you will where typically requests come in and of course typically over across a number of different channels could be chat uh could be voice and so on so forth what we have found is that those the the fact that those markets have been kept separate from each other typically different buying personas different decision makers um is actually what's caused a little bit of an issue when it comes to uh the outcome and that has to do with the fact that there's some overlap between these two markets uh and customers have had to suffer trying to bridge the differences between the two or overcome the fact that perhaps there are some overlapping capabilities between uh the different platforms they might procure from these two markets so 3C logic came about to sort of say look let's not reinvent the wheel let's complement the capabilities that for example in the case of service now already EX exist service now already has an agent workspace already has a a data model uh already manages workflow when it comes to uh acting as a system of action for that back office and middle office that I referred to earlier um and already has uh digital channels native within its offering uh as well as an agent workspace so let's add contact center in a way that weaves it into the existing workst streams that uh a customer may have already built into their investment uh of service now and really what you have as an outcome is now a single unified solution um without any duplication of capabilities feature functionality and so forth and so the customer has the opportunity to really optimize what they can do with that solution without having to deal with all of the uh Associated baggage that comes with trying to integrate two different platforms which has been the traditional model U when you consider contact center and and uh let's say cxm uh you know type Solutions that's great now I really appreciate that in terms of three logic you can almost think of you guys as the you know Trend centers right where you saw you saw something that didn't exist you found a need you filled it and then just ran with it and you've been going for how long now how long has 3C logic been around yeah well over 10 years we certainly have a a deep pool of expertise uh in doing what we do at this point when you look at the challenges that most Enterprise organization are trying to solve I don't think it's a lack of Technology that's preventing us from solving them I would argue it's it's it's how those Technologies are being brought together that's probably the biggest headache that everyone is currently trying to contend with um yes AI has come out and it can drive an enormous amount of value so I'm not saying we need to stop innovating I'm just saying that when you consider the types of problems that most organizations are trying to solve for um you could probably solve most of them with what we have already we're talking about process and how to then leverage technology to drive a better process um but the reverse is true too how can you to make sure that technology or the different technology you may have to bring to into the equation are not by themselves actually complicating the process and that's sort of you know to your point where we think we have a little bit of a a different perspective on how to get things done that's great I I heard you touch on AI there um what's 3C logic doing around the space for AI you know Glide fast is investing in AI with our R&D team and our internal external applications service now has an AI investment everyone seem to have an AI play what's 3C logic's AI play yeah so you know that's that's a great question because you know it's tempting for all of us to start competing on who gets to offer what AI capabilities right and then the customer again finds himself in the middle and stuck in this tug-of-war between the different types of things they could pick from our positioning on AI is um there are different forms of AI and most likely what you going to find is over time you're going to have AIS that might end up becoming industry specific because the large language models are probably going to be different for finance and Healthcare and so forth so we'd like to stay uh AI agnostic so that we can have that flexibility to adopt um the different types of AI that are most likely going to come about over time when you talk about our approach to AI let's say in the context of a Glide fast and service now we like to stick into in our swim lanane um and at some at the same time can we use our AI capabilities to really amplify the native AI offerings that service now brings to Bear I'll give you an example when you think about a call um one of the most painful headaches that uh you know an agent can deal with is having to then put in their notes at the end of the call and summarize what was the outcome of the conversation and all that good stuff we use AI to actually uh easily transcribe and also Auto summarize that conversation um so we use gener of AI to say hey this might have been a one- hour conversation but here are your cliff notes in terms of what was said done and promised um so that saves the agent an enormous amount of time it standardized the notetaking process as well for the sake of their supervisors and we take that information we actually push it back into service now so service now of course has uh a and and um and summarization from the perspective and purview of a ticket or a case um so that conversation I alluded to may have been one exchange over the course of many exchanges uh you know towards the goal of solving set ticket or case so by taking our Auto summarization and feeding into service now when service now does its gen Auto summarization for the entire case or ticket in question it can incorporate what we've brought into the equation alongside everything else that it might summarize um so it's really uh AI really complimenting a larger AI model um but doing in such a way where it's a net out net benefit outcome for for customer that's awesome um it's I'm so happy to hear that you've You' embraced AI you're not threatened by it it's going to complement Your solution as opposed to replace anything so that's that's awesome to hear talk to me a little bit about um the the competitive landscape you know again you can argue that you were first to Market early to Market um more you know seeing that that need and filling it why 3C logic why 3C logic over a different competitor what separates you from the pack yeah well I mean I I think there's a couple different things um one which I've alluded to already which is that uh if you've already heavily invested in a platform like service now whether it's for your it help Des your customer support team or or your Employee Services Group um you know you're looking for things that are going to amplify that investment in in the service now platform not necessarily bring on a plat a solution that could come at different stages in competition with what you've already invested in um so again we stick to our swim Lane in such way where um we want to leverage more of the service now uh you know technology stack you know I gave one example terms of how we can feed call Auto summarizations into service now but we can also take all of our call data call transcriptions and feed into service now performance analytics um we can complement service now's uh evolution of its uh latest now assist capabilities so how do you make the agent smarter faster and better at being able to handle uh incoming call request for example leveraging what's within the service now stack and then complimenting you know for for perhaps those areas where it could stand to benefit from from what we bring to the table why why 3C logic look we've been involved in the service now ecosystem now for almost a decade um so customers want you know to platform or to leverage Technologies um that understand the environment that they're integrating into this isn't just you know doing a CTI and a scream pop this has to do a lot more with being able to my early Point weave into the uh digital workflows that you've already platform and service now and extend them out uh into contact center use cases without having to reinvent the wheel um so time to Market's going to be faster uh your Roi is going to occur much much sooner uh casing point for a healthcare organization I'll actually be speaking at knowledge 24 here um you know after the implementation of 3C Logic on top of what they built with service now their net savings uh was about $1.7 million um so there are measurable impacts uh to what we can do together as opposed to saying hey I've got this amazing contact center solution you know great on its own merits um but you know only a surface level integration with the platform that you're uh you're leveraging in this case service now to affect your back and back office and middle office um work streams so again it's I think it's it's how we approach the merger of the two uh that's a a you know differentiator to begin with and then again we you know you're not going to anything from 3C logic they haven't already purchased from service now so your dollars are going to go a lot further and then there's the expertise and the fact that we're Global uh you know we service some of the largest global 2000 organizations across Health Care uh you know Insurance Finance manufacturing um you know uh higher education uh you know travel and Hospitality uh you know and again it could be their IT service desk all the way through their customer support group so we also have the industry expertise and the global footprint to be able able to address you know what most large Enterprises require uh from a solution like ours yeah it's really all about creating that seamless ecosystem and then also that that cost savings so really appreciate that that that's awesome it's great to hear um you touched on Industries briefly we're focused on on retail um at Glide fast for this month um we have other industries that we're getting into with manufacturing and Healthcare but I I want to go to retail talk to me about 3C logic and how you've impacted the retail space um with any success stories that you might have yeah so in retail I mean there's there's a couple whether it's manag Services providers that serve the retail space uh or directly uh with uh customers um some of the largest retail companies uh within North America and some Global as well are currently leveraging 3C logic and service now in tandem um both for their internal as well as their external uh you know uh initiatives it could be in support of their franchisees it could be to support the it uh you know uh organization which of course has to support everybody else um case in point one of the most interesting use cases I came about uh for one of our retail customers uh they happen to be specialized in the fast food restaurant um they really wanted to be able to implement SMS uh on top of their service now workor streams why because a lot of the employees within uh these different uh um fast food uh U locations they're not you know their job is to actually you know feed individuals not necessarily deal with technology hurdles so one of their in interesting use cases was every now and then apparently someone will take a car and accidentally run into the drive-through menu and take out the drive-through menu apparently it's frequent enough that it's a problem it's a lot easier to take a picture and send in a text to create uh you know a a workflow within service now that is to call and try and describe the make and model extent of the damage does the whole thing need to be replaced or just a part and so and so forth they don't have that expertise they can't provide that context but a picture if you're able to send it in and text it in um you know to the appropriate technician on the other end uh can quickly assess the damage and and you know sooner rather than later replace you know whatever needs to be replaced so that that fast food uh you know location can get back to doing what it does best so there are different ways to affect meaningful change uh within the retail industry another example is you know uh you know the rewards programs uh when people want to you know have any issues with the rewards program or you know have a question or need to you know make a claim and things of that nature all that gets routed so that it's the most optimal form of customer experience um because at that point that's an opportunity to affect the brand um you know when people call typically it's not because they want to tell you did a great job is typically to report that they have an issue and as much as uh you know you wish that there were fewer of them that is an opportunity for you to actually take something that may have started off on a bad footing and actually turn it into a positive you know whenever I call said retail organization they just have their act together um I trust them and so that's why I'll continue to do business with them so we have quite a few of shared retail organizations with that of Glide fast where we've affected those types of use cases that's great and that's so interesting about the the the use case of crashing into the drive through because it's not something you you think about as being one of those common use cases but that's uh get to that unique space in in retail so you're team me up perfectly I wanted to switch gears and talk about our relationship and our partnership Dynamics between Glide fast and and 3C logic so you know how how do we work together and can you talk about you know how we started um you've been in this space for for quite a while with this partnership and can you talk about that a little bit Yeah I think to some extent we've grown up together right I mean we were all we were both both Glide fast and 3C logic a little bit of first to Market when it came to having appreciation for the potential that is now the entire service now ecosystem you know when we first started uh you know service now was viewed only as an IT tool right and platform uh and now it do does obviously far more than that uh and you know whether it's in you know all the different Industries across all the different types of of SKS whether it's HR source to pay you know retail and so forth that's where we got to to know each other uh as two organizations um but we obviously from the get-go saw an opportunity to take our expertise yours in service now ours in when it comes to contact center and engagement uh and bring it together so that customers you know when they're trying to ultimately solve for customer experience whether it's in the retail space or otherwise now they have your expertise and ours to basically provide them one unified solution uh that has an appreciation for what both of our Technologies uh or the technology that we represent uh bring to the table and to be able to put forth uh an you know uh a plan that is going to maximize uh the the customers needs spend budget as well as obviously uh time to Market when it comes to how sooner are they going to get their Roi back so as much as we understand the service now um you know platform having been involved in it for years to you know for years we ultimately rely on glad fast when it comes to really knowing all the ins and outs of of service now because it's such a huge platform um and can do so much and vice versa I think your team obviously relies on ours uh to really become those be those experts and bring that expert opinion when it comes to how do we solve for traditional contact center use cases help desk and so forth but how can we do it in the context of of service now um and the customers benefit from having you know from our relationship and the trust that we bring together ultimately they don't really at some point really know the difference between what's Glide fast and 3C logic and that's ultimately the type of partnership you want to bring uh the market absolutely yeah it's definitely great working with you and your entire team it's it's always great when our teams can collaborate on on a teaming relationship and and a joint go-to solution for our customers so really appreciate it one last question I just had for you with our relationship what does success look like and what are some of the best business outcomes that that we've derived from our relationships if you if you could think of any well I mean I I Al one off top of my head is I know that we both uh have been helping state of Delaware uh and this dates back to to covid uh and all the challenges that they and a lot of other states suffered as a result of of the impact of the pandemic they were overrun uh by the amount of demand for their services uh specifically within their Department of Labor uh and together with glast we were able to help them uh address and scale the issue uh bring automation uh as opposed to throwing people at the problem uh and do so in a way that was within budget potentially below budget uh and and be able to actually scale the organization uh to be able to take on more volume serve more citizens uh without necessarily Breaking the Bank um and again that thing that relationship originated back to just before Co if not around that period and they've been a longstanding and happy customer or joint customer of ours since so what does success look like look it's going to be a little bit different for every organization but I think you can probably distill it down to a couple key things number one they want to be able to serve more customers faster um everyone is obviously very focused on uh stretching their dollars maybe even lowering their operational cost using automation Ai and Technology to be able to to uh overcome would have been traditionally heavily manual uh forms of doing work uh whether in the background or in the front office better insights and analytics so that the SE Suite can make more uh Intelligent datadriven Decisions and presumably doing it in near if not uh in real time um so there isn't a delay between how soon they can be proactive addressing something that is starting to become an issue for their organization and for their brand so again you can affect the agent experience you can infect uh the sea suite and their requirements uh at some point it's you know it's going to have measurable Roi and you know when it it comes to Dollars and cents and ideally also all the way through the customer satisfaction which could be measured in the form of retention or even customer acquisition as a result of improving the uh your overall service and reputation G as always it's great hanging out great speaking to you um I encourage everyone at uh that's out there listening this episode to reach out to your Glide Fest rep reach out to your three logic account executive with any questions you might have and let's continue that conversation and and get into that retail space get into um you know our call center and CSM solutions that we have between Glide fast and and 3C logic and again thank you G and thanks to everybody else who join us today thank you my pleasure BR do you have a topic in mind that you'd like to discuss reach out to us at glidefast docomo our podcast for new episodes thanks for listening he