Sibelius Seraphini

Overview

• What is Operational Work?
• Landing Page
• Sales Automation
• Customer Success
• Onboarding
• Documentation
• Product Development
• Team Management
• Releases
• Monitoring
• Data Analysis

What is Operational Work?

• It is the work that keeps the business running

Landing Page

Landing Page

• The landing page is the first impression on users
• It needs to be beautiful, simple and clear
• It needs to sell, you need a call to action
• It needs to tell your Startup story

Landing Page - Operational Work

• Release Automation
• Design System to make it easy create new pages on Landing Page
• Write more articles and content to improve SEO
• Design of new pages

Landing page - Woovi

• Articles in .mdx (no need for CMS yet, because our bottleneck is writing new content)
• Gatsby (we are going to migrate to nextjs in the future)
• Easy to create new pages and content - reuse design system components
• Cloudflare Pages for hosting

Sales Automation

Sales Automation

• Your Startup needs to sell something to be profitable
• Automating your sales process than decrease your Customer Acquisition Cost (CAC)
• Your users need to be able to try your product without talking to any sales person

Sales Automation - Operational Work

• Make sure users registration process are working well
• Talk to new users to understand their needs

Sales Automation - Woovi

• Our own user registration process
• Validate user email and mobile phone
• Sync new user to PipeDrive Sales CRM

Customer Success

Customer Success - Operational Work

• Make sure all customers are happy
• Talk to new customers to understand their needs
• Talk to existing customers to make sure they are still happy
• Notify customers of new features
• Notify customers of incidents
• Track customers issues and feature requests

Customer Success - Woovi

• Our support is chat based using Crisp
• We use PipeDrive to add customer information
• We track internally customer issues and feature requests

Onboarding

Onboarding

• Onboarding is the process of helping new users to get started with your product
• It guides the user to use the platform and understand the value of your product
• It helps with integration
• It activates the user

Onboarding - Operational Work

• Track if users are doing what they need to do
• Improve onboarding and documentation based on new users feedback
• Do integration call if needed

Onboarding - Woovi

• Merchants need to open their virtual account
• Merchants need to connect OpenPix/Woovi to their e-commerce and brick and mortar stores
• Merchants need to start selling using OpenPix/Woovi
• Merchants need to withdraw they money

Documentation

Documentation

• Documentation is a way to communicate with your users
• Documentation reduces the number of support tickets
• The better the documentation, the more your users will use your product
• A public documentation can improve your Startup SEO

Documentation - Operational Work

• Keeping your documentation up to date with your platform changes
• Improving documentation based on user feedback

Documentation - Woovi

• https://developers.openpix.com.br/ - Technical Documentation
• https://ajuda.openpix.com.br/ - Non-Technical Documentation

Product Development

Product Development - Operational Work

• make sure everybody is working on the most important things
• repriority tasks based on new information
• create building blocks/abstraction to move faster

Product Development - Woovi

• We have 6 products in our Roadmap
• We have 4 of them in production: Pix, Cashback, Giftback, Offline/PDV
• We focus on features/products that makes us reach our OKR - Objectives and Key Results.

Team Management

Team Management

• Your team will build your Product
• Your team will build your Startup culture
• Your team are still learning a lot
• Your team needs training and support

Team Management - Operational Work

• Delegation
• Communication
• 1 a 1
• Checking how each member of the team is doing
• Unblocking the team
• Making sure they are happy and challenged
• Reviewing everything they do

Team Management - Woovi

• Team contribute with their own ideas
• Teams are autonomous and take their own decisions

Releases

Releases

• Releases make sure our users see the working we have done

Releases - Operational Work

• Test everything that will be released
• Ask for help from team members if needed

Releases - Woovi

• All release process is automated
• We have a Slack bot to publish a new release
• Any team member can publish a new release
• Many releases per day

Monitoring

Monitoring

• Monitoring helps us understand how our system are working in production
• Monitoring help us understand how the users are using our product

Monitoring - Operational Work

• Check if there is performance regression after a release
• Check if there are new errors after a release
• Check if how a new feature is being used

Monitoring - Woovi

• Kibana + Elastic APM (Application Performance Monitoring) for server monitoring
• Sentry for error monitoring
• Slack for alerts
• Google Analytics for user behavior

Data Analysis

Data Analysis

• Data Analysis helps us understand how our business is doing
• Ask questions and find answers for our questions

Data Analysis - Operational Work

• Build dashboards to help us understand our business
• Review existing dashboards and reports to make sure they are still relevant
• Review data modeling to improve our data analysis

Data Analysis - Woovi

• We use Metabase to build dashboards
• We track our revenue, profit and expenses in realtime
• We track Daily Activy Users (DAO) and Monthly Activity Users (MAU)
• We track customer retetion and cohort
• We track how our users are growing.
• We have specific KPIs (Key Performance Indicators) for each product.