>>Hello and welcome back to the cubes live coverage of A W. S. Public sector summit. I'm john Kerry hosting CUBA. We're live in Washington D. C. For two days, an actual event with an expo floor with real people face to face and of course we're streaming it digitally on the cube and cube channels. And so our next guest, Mark Francis chief digital health integration officer Electronic caregiver, Mark great to see you tech veteran and former intel back in the day. You've seen your ways of innovation. Welcome to the cube. >>Thanks so much. It's a pleasure to be here. >>So we were talking before we came on camera about all the innovation going back in the computer industry but now with health care and delivery of care telemedicine and how the structural systems are changing and how cloud is impacting that. You guys have an interesting solution on AWS that kind of, to me connect the dots for many tell us what you guys do and take us through the product. >>Sure. Happy to do so uh our company is electronic caregiver were actually founded back in 2009. We're based in Los cruces new Mexico so off the grid. Um but since that time we have been spending a lot of time and money doing foundational R and D pilots and product development work. Really say how do you bridge that chasm between the doctor's office and the patient home in a way that you can put a patient facing device and equipment in a patient's home that's going to drive high level of engagement, obtain actionable curated data that's presented out to caregivers and the caregivers can then act upon that to help direct and deliver high quality care. >>So basically is the future of medicine, >>the future of medicine. Right. Right. We look at medicine, we look at the future of medicine as being a hybrid model of in person care plus remote care. And we really see ourselves at the epicenter of providing a platform to help enable that. >>You know the big story here at the public sector. Some and we've been reporting on a digitally for the previous year is the impact the pandemic has had on the industry and and not just normal disruption, you know technology and start ups, disruption happens, structural changes being forced upon industries by the force majeure. That is the pandemic education, health care and so video and data and connected oriented systems are now the thing structurally that's changing it. That's causing all kinds of business model, innovations and challenges. Yeah. What's your take on that? Because this is real. >>Yeah. It is real. It it's funny that this is actually my third digital health company. Um First one was in in uh Silicon Valley early remote patient monitoring company. We end up selling it to bosh uh when I joined intel to be part of our digital health group, we did that for five years and ended a joint venture with G. E. So people have been playing around in remote patient monitoring telehealth for some time until the pandemic though there wasn't really a strong business model to justify scaling of these businesses. Um uh the pandemic change that it forced adoption and force the government to allow reimbursement coach as well. And as a result of that we've seen this pure if aeration of different product offering service offerings and then payment models around telehealth broadly speaking >>well since you started talking the music started cranking because this is the new music of the industry, we're here on the expo floor, we have face to face conversations going on and uh turn the music down. Hey thanks guys, this is a huge thing and I want to uh highlight even further what is the driver for this? Because is it, I mean actually clouds got some benefits but as you guys do the R. And D. What's going on with what's the key drivers for medicine? >>Yeah, I would take two things from a from a technology perspective, the infrastructure is finally in place to enable this type of charity distance before that it really wasn't there now that's there and the products that folks are used are much more affordable about the provider's side and the patient side. The main driver is um uh there's a lot of underlying trends that were happening that we're just being ignored Whether it was 50% non adherence to treatment plans, massive medication mismanagement um lack of professional and informal caregivers, all those things were kind of happening underneath the surface and then with Kobe, it all hit everybody in the phase. People started using telehealth and then realize, hey, we can deliver high quality care, we can deliver value based care mixed with a hybrid model of tele care plus patient care. And it turned out that, that, that works out well. So I think it's now a realization that tell care not only connects patients but solve some of these other issues around adherents, compliance, staffing and a number of other >>things and that this is a structural change we were talking about. Exactly. All right, So talk about amazon, what do you guys are doing on AWS? How's that all work? >>That's working out great. So as we, as we launch at a 2.0, we built it on 24 foundational aws and Amazon services. It's a serverless architecture, um, uh, which is delivered. What enables us to do is we have a whole bunch of different patients facing devices which we now integrate all into one back end through which we can run our data analytics are machine learning and then present curated actual data to the providers on top of that. We've also been developing a virtual caregiver that's really, really innovative. So we're using the unity engine to develop a very, very realistic virtual caregiver that is with the patient 24 hours a day in their home, they develop a relationship with that individual and then through that they can really drive greater you know more intimate care plan and a more intimate relationship with their human caregivers that's built using basic technology behind Alexa pauline lacks as well as IOT core and a lot of other ai ml services from from amazon as well. >>Not to get all nerdy and kind of seeking out here because under the hood it's all the goodness of amazon. We've got a server list, you got tennis is probably in there doing something who knows what's going on there, You've got polly let's do this and that but it also highlights the edge the ultimate network edges the human and if you've got to care for the patient at home or wherever on the run whatever. Yeah you got to get the access to the data so yeah I can imagine a lot of monitoring involved too. Yeah can you take us through how that works? >>Yeah and for us we like to talk about intelligence as opposed to data because data for data sakes isn't actionable. So really what can we do through machine learning and artificial intelligence to be able to make that data more actionable before the human caregiver because you're never going to take a human out of the equation. Uh But uh we had a lot of data inputs, they're both direct data inputs such as vital signs, we also get subtle data input. So with our with our uh with Addison or virtual caregiver uh the product actually come to the camera away from intel called the real sense cameras. And with that we get to see several signs of changes in terms of gate which might be in the indicative of falls risk of falls. We can see body temperature, pulse, heart rate, signs of stress, lack of sleep. Maybe that's a sign of uh adverse reaction to a new medication. There's a bunch of different direct and indirect inputs. We can take run some analysis against and then say hey there's something here you might want to look at because it might be indicating a change in health. >>So this is where the innovation around these bots and ai come in because you're essentially getting pattern matching on other signals you already know. So using the cameras and or sensors in to understand and get the patients some signaling where they can maybe take action call >>fun or Yeah, that's exactly. And the other thing we get, we get to integrate information related to what are called social determinants of health. So there's a whole body of research now showing that 65% of someone's health is actually driven by non clinical issues. So again issues of food security, transportation, access to care, mental health type issues in terms of stress and stuff like we can start gathering some of that information to based upon people's behaviors or for you to assessments which can also provide insights to help direct care. >>So maybe when I'm doing the Cuban reviews, you guys can go to work and look at me. I'm stressed out right now, having a great time here public sector, this is really cool. So take a minute to explain the vision. What does this go from here? I'll see low hanging fruit, telemedicine, check data, observe ability for patient for optimizing care, check what happens next industry disruption, what how these dominoes have been kind of fall? >>Yeah, for us uh we really are seeing more providers and more payers system. Integrators looking now to say how do I put together a comprehensive solution from the doctor's office to inpatient hospital to home that can remove it. A lot of barriers to care addi which is our platform is designed to be interoperable to plug into electronic health care systems, whether it's Cerner, Epic or Athenahealth, whatever it might be to be able to create that you pick us seamless platform for provider to use. We can push all of the data to their platform if they want to use that or they could use our platform and dashboard as well. We make it available to healthcare providers but also a lot of people are trying to age in place and they're getting treated by private duty providers, senior housing providers and other maybe less clinical caregivers. But if you're there every day with somebody you can pick up signs which might prevent a major health episode down the road. So we want to close that circle our our vision is how do we close the circle of care so that people get the right information at the right time to deliver the right >>care. So it's kind of a health care stack of a new kind of stack. So I have to ask you if there was an eye as pass and sass category um infrastructure as a service platform as a service. And then says it sounds like you guys are kind of combine the lower parts of the stack and enable your partners to develop on top of. Is that how it >>works? Yes it does. Yeah. Yeah. So with addie, the interesting thing that we've done it's designed to have open a P. I. For a lot of modules as well. So if we're working with the american Heart Association and we want to do a uh cardiac care module from using their I. P. We could do that if we want to integrate with Uber health or lift we could do that as well if we want to do something in the amazon and pill pack, it's a plug in that we could do that. So if I'm a patient or or a loved one at home instead of going to 10 different places or use our platform and then pull up four different apps. Everything can be right there at their fingertips. You can either do it by touch or you can use this voice because it's all a voice or a touch of interaction. >>So just because I'm curious and and and for clarification, the idea of going past versus SAS platform versus software as a service is why flexibility or customization? Why not go SAS and be a SAS application? >>Uh we've talked mostly about, we've we've gone back and forth platform as a service or infrastructure as a service. So that's more the debate that we've had. It's more about the scalability that we can offer. Um uh not just in the United States, but globally as well. Um and really that's really the thing that we've been looking at, especially because there's so many different sources of data, if you want to provide high quality care that needs to be integrated. We want to make sure that we created a platform, not just for what we provide but for what others in the environment can provide. >>So you really want to enable other people to create that very much layer on top of you guys, do you have out of the box SAS to get people going or is that just >>With the release of adding 2.0, now we do. So now folks go to our website and they contact our development those tools and and those libraries are available. >>Now, this is an awesome opportunity. So for people out there who are wanting to innovate on you, they can just say, okay, I'll leverage your the amazon web services of healthcare essentially. >>That's a nice bold ambitious statement. Yeah, but I mean kind of but if we if we can achieve that, then we'd be quite happy and we think the industry, you're gonna partner >>benefit of that. It's an ecosystem play. Exactly, yeah. It's kind of like. >>Yeah, yeah, yeah, yeah. And for us, what we do covert is a perfect example going back to that. So when Covid hit um were based in las cruces, new Mexico last winter lost crew system to el paso and overwhelmed. They're at capacity. Different health care systems came to us, they asked if we partner with them to deliver a basically a triage program for folks that were coming into the er with Covid. So we designed a Kobe at home programs. So you get diagnosed, get a kit, go home and using telehealth virtual visits, remote monitoring. Be able to stay healthy at home without doing community spread. And by making sure that you were being watched over by a care professionals 24 hours a day. We did that um worked with 300 people Malcolm would all of them said healthy. We were able to expand uh inpatient capacity by 77%. We saved the system over $6 million in in three months. We've now been asked and we're actually replicating that in Memphis now and then also we've been asked to do so down in Mississippi >>mark, great conversation. Uh real quick. I only I don't have much time left but I want to ask you, does this mean that we're gonna see a clip of proliferation of in home kind of devices to assist? >>Yeah, we will. Uh, what we've seen is a big pivot now towards hospital at home model of care. So you have providers saying, you know, I'll see you in my facility but also extend capabilities so I can see you and treat you at home as well. We've also seen a realization that telehealth is more than a than an occasional video visit because if all you're doing is replacing an occasional in person visit with an occasional video visit. You're not really changing things now. There's a whole different sensors ai other integrations that come together to be able to enable these different models >>for all the business school folks out there and people who understand what's going on with structural change. That's when innovation really changes. Yeah, this is structural change. >>Absolutely. >>Mark, thanks for coming on. Mark Francis chief Digital Health Integration Officer Electronic Caregiver here on the Q. Thanks. Coming >>on. Thank you. My pleasure. >>Okay, more coverage after this short break. I'm john Kerry, your host Aws public Sector summit, We'll be right back mm mm mm

>>long from Las Vegas. It's the Q covering a ws re invent 2019. Brought to you by Amazon Web service is and in along with its ecosystem partners. >>Hey, welcome back to the Cube. Lisa Martin at AWS Reinvent 19. This is Day three of the Cubes coverage. We have two sets here. Lots of cute content are joined by Justin Warren, the founder and chief analyst at Pivot nine. Justin. How's it going? Great, right? You still have a voice? Three days? >>Just barely. I've been I've been trying to take care of it. >>Impressed. And you probably have talked to at least half of the 65,000 attendees. >>I'm trying to talk to as many as I can. >>Well, we're gonna talk to another guy here. Joining us from data ICU is well, Novak, the solutions architect will be the Cube. >>Thanks for having me. >>You have a good voice too. After a three day is that you >>have been doing the best I can. >>Yeah, he's good. So did ICU. Interesting name. Let's start off by sharing with our audience. Who did a coup is and what you guys do in technology. >>Yes. So the Entomology of date ICU. It's like hi cooze for data. So we say we take your data and, you know, we make poetry out of it. Make your data so beautiful. Wow, Now, But for those who are unaware Day like it was an enterprise data science platform. Eso we provide a collaborative environment for we say coders and clickers kind of business analyst and native data scientists to make use of organizations, data bill reports and Bill productive machine learning base models and deploy them. >>I'm only the guy's been around around for eight years. Eight years. Okay, >>so start up. Still >>mourning the cloud, the opportunity there That data is no longer a liability. It's an asset or should be. >>So we've been server based from the start, which is one of our differentiators. And so by that we see ourselves as a collaborative platform. Users access it through a Web browser, log into a shared space and share code, can share visual recipes, as we call them to prepare data. >>Okay, so what customers using the platform to do with machine learning is pretty hot at the moment. I think it might be nearing the peak of the life cycle pretty hot. Yeah, what a customer is actually actually doing on the platform, >>you know, So we really focus on enabling the enterprise. So, for example, G has been a customer for some time now, and Sergey is a great prototypical example on that. They have many disparate use cases, like simple things like doing customer segmentation for, you know, marketing campaigns but also stuff like Coyote predicted maintenance. So use cases kind of run the gamut, and so did ICU. Based on open source, we're enabling all of G's users to come into a centralized platform, access their data manipulated for whatever purposes. Maybe >>nobody talked about marketing campaigns for a second. I'm wondering. Are, is their integration with serum technologies? Or how would a customer like wanting to understand customer segmentation or had a segment it for marketing campaign? How would they work in conjunction with a serum and data ICU, for example? >>It's a great question. So again, us being a platform way sit on a single server, something like an Amazon ec2 instance, and then we make connections into an organization's data sources. So if using something like Salesforce weaken seamlessly, pull in data from Salesforce Yuka manipulated in date ICU, but the same time. Maybe also have some excel file someone you know me. I can bring that into my data to work environment. And I also have a red shift data table. All those things would come into the same environment. I can visualize. I can analyze, and I can prepare the data. I see. >>So you tell you it's based on open source? I'm a longtime fan of over. It's always been involved in it for longer than I care to remember. Actually, that's an interesting way t base your product on that. So maybe talk us through how you how you came to found the company based on basic an open source. What? What led to that choice? What? What was that decision based on? >>Yeah, for sure. So you talked about how you know the hype cycle? A. I saw how hot is a I and so I think again, our founders astutely recognize that this is a very fast moving place to be. And so I'm kind of betting on one particular technology can be risky. So instead, by being a platform, we say, like sequel has been the data transformation language do jour for many days now. So, of course, that you can easily write Sequel and a lot of our visual data Transformations are based on the sequel language, but also something like Python again. It's like the language de jour for machine law machine learning model building right now, so you can easily code in python. Maintain your python libraries in date, ICU And so by leveraging open source, we figured we're making our clients more future proof as long as they're staying in date ICU. But using data ICU to leverage the best in breed and open source, they'll always be kind of where they want to be in the technological landscape by supposed to locked into some tech that is now out of date. >>What's been the appetite for making data beautiful for a legacy enterprise, like a G E that's been around for a very long time versus a more modern either. Born in the Cloud er's our CEO says, reborn in the cloud. What are some of the differences but also similarities that you see in terms of we have to be able to use emerging tech. Otherwise someone's gonna come in behind us and replace us. >>Yeah, I mean, I think it's complicated in that there's still a lot of value to be had in someone says, like a bar chart you can rely on right, So it's maybe not sexy. But having good reporting and analytics is something that both you know, 200 year old enterprise organizations and data native organizations startups needs. At the same time, building predicted machine learning models and deploying those is rest a p i n points that developers can use in your organization to provide a data driven product for your consumers. Like that's amore advanced use case that everyone kind of wants to be a part of again data. Who's a nice tool, which says Maybe you don't have developers who are very fluent in turning out flashed applications. We could give you a place to build a predictive model and deploy that predictive model, saving you time to write all that code on the back end. >>One of the themes of the show has been transformation, so it sounds like data ICU would be It's something that you can dip your toes in and start to get used to using. Even if you're not particularly familiar with Time machine learning model a model building. >>Yeah, that's exactly right. So a big part of our product and encourage watchers to go try it out themselves and go to our website. Download a free version pretrial, but is enablement. So if you're the most sophisticated applied math PhD there is, like, Who's a great environment for you to Code and Bill predictive models. If you never built the machine learning model before you can use data ICU to run visual machine learning recipes, we call them, and also we give you documentation, which is, Hey, this is a random forest model. What is a random forest model? We'll tell you a little bit about it. And that's another thing that some of these enterprises have really appreciated about date I could. It is helping up skill there user base >>in terms of that transformation theme that Justin just mention which we're hearing a lot about, not visit this show. It's a big thing, but we hear it all the time, right? But in terms of customers transformation, journey, whatever you wanna call it, cloud is gonna be an essential enabler of being able to really love it value from a I. So I'm just wondering from a strategic positioning standpoint. Is did ICU positioned as a facilitator or as fuel for a cloud transformation that on enterprise would undergo >>again? Yes, great point. So for us, I can't take the credit. This credit goes to our founders, but we've thought from the start the clouds and exciting proposition Not everyone is. They're still in 2019. Most people, if not all of them, want to get there. Also, people want too many of our clients want the multi cloud on a day. Like who says, If you want to be on prim, if you want to be in a single cloud subscription. If you want to be multi cloud again as a platform, we're just gonna give you connection to your underlying infrastructure. You could use the infrastructure that you like and just use our front end to help your analyst get value. They can. I >>think I think a lot of vendors across the entire ecosystem around to say the customer choice is really important, and the customers, particularly enterprise customers, want to be able to have lots of different options, and not all of them will be ready to go completely. All in on cloud today. They made it may take them years, possibly decades, to get there. So having that choice is like it's something that it would work with you today and we'll work with you tomorrow, depending on what choices you make. >>It's exactly right. Another thing we've seen a lot of to that day, like who helps with and whether it's like you or other tools. Like, of course, you want best in breed, but you also want particularly for a large enterprise. You don't want people operating kind of in a wild West, particularly in like the ML data science space. So you know we integrate with Jupiter notebooks, but some of our clients come to us initially. Just have I won't say rogues that has a negative connotation. But maybe I will say Road road data Scientists are just tapping into some day the store. They're using Jupiter notebooks to build a predictive model, but then to actually production allies that to get sustainable value out of it like it's to one off and so having a centralized platform like date ICU, where you can say this is where we're going to use our central model depository, that something where businesses like they can sleep easier at night because they know where is my ML development happening? It's happening in one ecosystem. What tools that happening with, well, best in breed of open source. So again, you kind of get best of both worlds like they like you. >>It sounds like it's more about the operations of machine learning. It is really, really important rather than just. It's the pure technology. Yes, that's important as well, and you need to have the data Sinus to build it, but having something that allows you to operationalize it so that you can just bake it into what we do every day as a business. >>Yeah, I think in a conference like this all about tech, it's easy to forget what we firmly believe, which is a I and maybe tech. More broadly, it's still human problems at the core, right? Once you get the tech right, the code runs corrected. The code is written correctly. Therefore, like human interactions, project management model deployment in an organization. These are really hard, human centered problems, but so having tech that enables that human centric collaboration helps with that, we find >>Let's talk about some of the things that we can't ever go to an event and not talk about. Nut is respected data quality, reliability and security. Understood? I could facilitate those three cornerstones. >>Yeah, sure. So, again, viewers, I would encourage you to check out the date. ICU has some nice visual indications of data quality. So an analyst or data scientists and come in very easily understand, you know, is this quality to conform to the standards that my organization has set and what I mean by standards that could be configured. Right? So does this column have the appropriate schema? Does it have the appropriate carnality? These are things that an individual might decide to use on then for security. So Data has its own security mechanisms. However, we also to this point about incorporating best Retek. We'll work with whatever underlying security mechanisms organizations organizations have in place. So, for instance, if you're using a W s, you have, I am rolls to manage your security. Did ICU comport those that apply those to the date ICU environment or using something like on prime miss, uh, duke waken you something like Kerberos has the technology to again manage access to resources. So we're taking the best in breed that this organization already has invested time, energy and resources into and saying We're not trying to compete with them but rather were trying to enable organizations to use these technologies efficiently. >>Yeah, I like that consistency of customer choice. We spoke about that just before. I'm seeing that here with their choices around. Well, if you're on this particular platform will integrate with whatever the tools are there. People underestimate how important that is for enterprises, that it has to be ahead. Virginia's environment, playing well with others is actually quite important. >>Yeah, I don't know that point. Like the combination of heterogeneity but also uniformity. It's a hard balance to strike, and I think it's really important, giving someone a unified environment but still choice. At the same time. A good restaurant or something like you won't be able to pick your dish, but you want to know that the entire quality is high. And so having that consistent ecosystem, I think, really helps >>what are, in your opinion, some of the next industries that you see there really right to start Really leveraging machine learning to transfer You mentioned g e a very old legacy business. If we think of you know what happened with the ride hailing industry uber, for example, or fitness with Saletan or pinchers with visible Serge, what do you think is the next industry? That's like you guys taking advantage of machine learning will completely transform this and our lives. >>I mean, the easy answer that I'll give because it's easy to say it's gonna transform. But hard to operationalize is health care, right? So there is structured data, but the data quality is so desperate and had a row genius s, I think you know, if organizations in a lot of this again it's a human centered problem. If people could decide on data standards and also data privacy is, of course, a huge issue. We talked about data security internally, but also as a customer. What day to do I want you know, this hospital, this health care provider, to have access to that human issues we have to result but conditional on that being resolved that staring out a way to anonymous eyes data and respect data privacy but have consistent data structure. And we could say, Hey, let's really set these a I M L models loose and figure out things like personalized medicine which were starting to get to. But I feel like there's still a lot of room to go. That >>sounds like it's exciting time to be in machine learning. People should definitely check out products such as Dead Rock you and see what happens. >>Last question for you is so much news has come out in the last three days. It's mind boggling sum of the takeaways, that of some of the things that you've heard from Andy Jassy to border This'll Morning. >>Yeah, I think a big thing for me, which was something for me before this week. But it's always nice to hear an Amazon reassures the concept of white box. Aye, aye. We've been talking about that a date ICU for some time, but everyone wants performance A. I R ml solutions, but increasing. There's a really appetite publicly for interpret ability, and so you have to be responsible. You have to have interpret belay I and so it's nice to hear a leader like Amazon echo that day like you. That's something we've been talking about since our start. >>A little bit validating them for data ICU, for sure, for sure. Well, thank you for joining. Just to be on the kid, the suffering. And we appreciate it. Appreciate it. All right. For my co host, Justin Warren, I'm Lisa Martin and your work to the Cube from Vegas. It's AWS reinvent 19.

>>live from Boston, Massachusetts. It's the Q covering I f s World Conference 2019. Brought to you by I >>f. S, I say, What a minute. I didn't cash it. Everybody welcome to I f s World 2019. You watching the Cube? The leader in live tech coverage on day Volante with my co host, Paul Galen. Marty Martin is here. She is the president of the service management division of I F s and C e o of work wave. Marty, good to see you. >>Yeah, it's great to be here. I'm so excited. >>A lot of action going on. You guys. Service management, Field Service management particular. You guys had an acquisition today. We're gonna talk about Let's start with your role you came in and 2017 with the >>pretty acting. Actually, >>2018 finalized the acquisition. I think they announce it in 2017. So tell us about how you came in and where you're at today with >>Certainly. So work wave the company. I lied. Join the effects family in 2017. Darren Ruess, who joined I f s in April 2018 recruited me into form a global business unit around service in August of 2018 and the reason why we did this is service isn't only a part of our economies all over the world, but it's a super great growth area that almost every business can go after in in progress both revenue and margins. So we had a lot of great software products, and we really wanted to improve our go to market around this. >>So why, why all of a sudden today, this talk about service management? Why's it becoming so hard? I mean, everybody's always been focused on customer service, but why this service management generally and field service management while the buzz. >>So first off, you've had the evolution of a number of line of business applications and service certainly has been a part of maintenance organizations or break fix where you're going out in repairing thing. What we're realizing now when you talk about service ization, how o E EMS air building what's called aftermarket revenue? There is literally $100 billion of revenue that you can get from that you look, we had Melissa did a nano from Souza. If you think about open source software, they make money from sirve ties, ing, open source software and the products. You look at apple how they're doing APs. So people are starting to realize that service is an engine for brand loyalty, customer experience, not just a cost center. How it used to be, what the >>customers do. Ah, companies do wrong with service one of the areas where they tend to have the greatest inefficiencies where you can help him. >>So first off, I'd say that often in the C suite, unless they're pure place service companies. They don't understand how transformative service is and how important it is to their brand. Many times now, if you have digital enablement of a new customer, the first time they see a face of your brand might be your service technician. So getting the awareness of the C suite is Step one, because we want to start talking about outcomes that grow revenue and profits and getting them to invest in service. So you know, many times will say, Oh, I want to do a C. R M project. I want to do an E r P project. That's certainly things were good at it. Here I a fest, but we can coach them through how you take the market opportunity for your company and service enabled by our technology and transform. Tomorrow I'll be with Accenture, one of our many great partners, and we're talking about adapting the business, the service transformation, sometimes digitally, sometimes with workflow transformation. But that opportunity and service is huge and almost never. There's no company I know of that's taking 100% of their service market share. That's the difference, especially in slower growth. Asset manufacturing are more mature verticals. >>So I was here last night walking the floor, and I went to the extent you Booth, you know, anytime you see, except you're in a show like this. Okay, Censure. You think Large company Global. I was actually quite impressed a little bit surprised to see you know, their presence here because they they go where the money is, right? And so my specific question is, think, except you think big companies. But you guys obviously focused on what range of companies smaller midsize company. So what's the landscape? Looked like? What's the difference is between sort of smaller and larger companies, >>so that's a great question. I'll take it in part So if you think about a neck censure definitely they looked a large. I also have had meetings with the Lloyd McKinsey Cap gem and I dxc etcetera Also tcs Tech Mahindra which a little bit or more telco focused. So if you think about at the very large and you have telco utilities, large manufacturing O e ems that our customers and definitely the customers I'm pursuing Maur with this focus But we also with work with go down to the S and B We had panels also of, for example, female owners of franchises and also males as well that are creating new service businesses and they're starting maybe with one truck in out providing service. So the fact that we can handle not only the breath and depth of complex service needs, but through work wave we also can encourage the small service businesses to reach their full potential is fantastic. And you know that makes me excited every day. And part of why I focused on service specifically is you are delighting customers. You are the face of a brand and you're making a difference. It's not something that s 02 is esoteric. This is about really value that we're delivering, >>always interested in the dynamics of serving the SNB market >>because one of >>these small companies don't really have that. Maybe family owned there found her own. They don't really put a lot of value on technology. How >>do you >>get in the door? How do you convince them that automating the service function is actually worth the investment? >>Well, first off, I'd say that even the big companies are struggling to go paperless. Okay, so, you know, I think some of the challenges we see survive, if you will, big to small, especially when you look globally in different countries. What have you. But the approach we take in the S and B is that we want to be a software as a service provider, and we were to really handle everything they need in their business. So everything from how they grow leads how they have c r m type functionality. How, then they're delivering service, how they're cross selling service, how they're billing service. So at the at the S M B level, we're putting that kind of all in one technology and there's really not that much integration or I T Service is around that right. We want it to be easy and fast, etcetera, as you go more into the mid market and then definitely into the enterprise. Then you start getting more complexity. You get more I t service's integrations, more configurable ity, sometimes even some customized software. So there is a definitely a difference in the complexity. But the fundamentals of what a service business needs really isn't that much different to your >>customers that you mentioned customize and you guys were SAS space. That's one of the text that we'd like to sort of explore a little bit. A lot >>of >>times SAS companies want to avoid, you know, custom mods. But at the same time, you guys are trying to offer a choice. So help us square that circle. How do you What's the conversation like with customers in terms of how you advise them, You guys obviously do a lot of deep functionality, you know? How do you sort of advise them whether or not to go heavily custom or try to go out of the box? >>Certainly. So in the true, I'd say the small business of a medium you start getting some crossover, but in the small business, Absolutely avoid customization because you won't be able to stay evergreen. It's going to be too hard to maintain. You don't have the subject matter experts, et cetera, so that's really a truce. Ask that from a community. A product engagement. We need to be driving the partnership with the customers that they can use a software out of the box in ways that matter to them. As you start getting into the mid market and especially the enterprise, then it becomes more of a choice, right? How much money do you have to spend? How robust is your organization and set trek? And in general, I advise customers if they care about evergreen software, et cetera. If they care about ease of upgrades, don't customize that Being said, we recognize sometimes in the field with your brand experience Custom mobile. You may need to customize a little bit, so it's Ah, say, a chicken and an egg. You have to weigh the benefits of the costs, and that's what we work through with our >>customers. Specifically morning. What's the upgrade cycle like? There's a customer having the choice Thio upgrade at a particular time, Or do they have a window? >>So it varies primarily, there's a few exceptions, but in general, with the work way, Family of products is true SAS. So it's almost like you're Apple Phone. We pushed the upgrade and you have to take it. Okay, And that's the true SAS model at I. F. S. And this is something Darren talked about in his keynote. We pride ourselves on offering choice. So even though we do have regular release cycles, we encourage customers to upgrade regularly. They have the choice on when they take upgrades and also how they deploy. We have some markets with things like data, privacy and what have you that they may, for that reason or for other reasons, go on premise even still today. So we give them the choice on how they upgrade as well as where they host. >>I'm fascinated by your product line. You have products for pest control. H V. A. C. Plumbing cleaning service is long and landscape. How different are these industries really in terms of their their automation needs? >>Well, I'll tell you one of the personal factors that Darren wanted to make sure I was comfortable with was multitasking. And that definitely is the case, because an I f s, we serve five key industries. So if you think about manufacturing utilities, telco service providers and Andy Okay, that's more at the enterprise level. If you think then when you go toe work wave. Those verticals that you mentioned are all the ones we service at work wave, and they are different. So you know what? Work wave. It's primarily service industries where you're going into ah, home and a little bit The commercial aspect and I effects were also doing more some heavy industries, some very large asset base, things like that. So I like to think about it as a product I service consumer based service. And then you can also differentiate across verticals with what are called high value assets versus, you know, Mork consumer size assets. >>So what >>are >>the one of the key technology enablers that are driving service management today? I mean, obviously, cloud, we talked about sas a lot of push on you X and customer experience, but what other key ones? >>So all the three that you mentioned mobile is huge. You know, Pete and even today, like I run. I work mainly from my phone, and that's really what people want. They want efficient work flows that are configurable on mobile, tied to the customer, the asset, the business. And that's an area that we're continuing to make investment. We also try to prioritize how we bring in the new technology trends into service. Because every technology trend that you see has applicable ity and service supply chain and how you run spare parts specially globally, you can see applications for Blockchain augmented emerged Reality how you can connect the field tech with an expert resource or remote resource to the consumer. That is obvious, right? So you talked about the enabling technologies like Cloud, how we're thinking about data platforms and Data's the currency. Of all of that, we need to d'oh. His service is really about a an execution engine, right? Because to deliver a customer experience that makes people come back to your brand. To purchase Maur, you need great service, so any time somebody talks about customer experience, but they don't talk about service. I want to say you're really naive because you can just get the customer. You have to delight the customer. >>Uh, the, uh, there's a lot of interesting technology going on now in the area. Fleet Management making fleets more efficient How does that figure into the service is? You offer. >>So Fleet management is an important part, and it's one that you have a very tangible return on investment when you deploy route management route optimization, fleet management. So you have the aspects that are very tangible, relate to how do you get the person or the truck where it needs to be when it needs to be okay, and that's pretty well understood. Then how do you get the most efficient schedule that minimizes miles driven gas, used et cetera? And then, of course, you also are thinking about health and safety. There's some cool things now that you can partner that if you have these fleet technologies installed in a way that is integrated in your service business, you can actually get lower insurance premiums, right? So it's not just the conventional use. Cases were starting to think in this kind of gig economy, how you can also be thinking about bringing in Maura what's called a contingent workforce. So if you have surge capacity in a certain period or you want to just do more third party service, probably your appliances. You know they're not the employees, if you will, of a g e or a world polar and LG right there Probably a contingent workforce. And that's a model that's also evolving. But to do Fleet Management across say, contractors, not just employees is an area that were thinking more and more led by some of the uber ization, if you will, of the of the marketplace >>right up against the clock, Marty. But to last questions You made an acquisition today, Vashti Uh, yeah, uh, I thought of it as a tuck in acquisitions, although Darren essentially sort of said, it's gonna make you the leader now in service management. Um And then I want to understand how you guys differentiate from some of the big whales. >>So, you know, overall, we're on track to be about 700 revenue this year in service management. We're working to get to 200 million, right? So this year will probably be around maybe 1/5 50 ish per se. Don't quote me on that check with our coms team, but the point being is that we have the ability to use these tuck in acquisitions and service to accelerate our lead, not just from a revenue perspective, which is what we were just talking about. But from a product perspective, you might have followed Salesforce acquiring Click. That means we are the only independent. Aye, aye. Optimization engine that is field tested. Battle ready. So that's great. This s t a is how we consolidate our dominance and complex service. So what darren was speaking to is not on Lee the service management segment of our revenue and how we continue to accelerate over the oracles in the S a. P s and the service maxes et cetera of the world. But how we take what we're already dominant in and really put the hammer down. Honesty is part of that. >>Your differentiation then if I infers, is focus. Um, you're you're deep customer customs agent deep >>domain expertise. Yeah, So really, when you think about a i optimization, which drives a ton of business value and the ability to handle the complex service cases that then drive business outcomes and outcomes based service models, we are number one and s dea tucks into that, even though it is very strategic on how we position ourselves with leadership and service. >>All right, Challenger becomes number one, Marty. Thanks very much. All right, Keep it right, everybody. Dave A lot with Paul Galen. 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