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♪♪

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>> IT'S TIME NOW TO GO INSIDE
INNOVATION.
INDIANAPOLIS-BASED PARKER
TECHNOLOGY BUILT ITS CUSTOMER

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SUPPORT SOLUTION FROM THE
GROUND-UP BY USING A TWO-WAY,
CLOUD-BASED, VIDEO INTERCOM
SYSTEM CONNECTED TO A "HELP"

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BUTTON. IT ALLOWS CUSTOMER
SERVICE REPRESENTATIVE TO
RESOLVE PROBLEMS IN UNDER A
MINUTE.

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IN SEPTEMBER, PARKER TECHNOLOGY
WON THE 'TOP-RATED CUSTOMER
EXPERIENCE TEAM' AWARD AT
POWDERKEG'S 2019 INDIANA

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BREAKOUT TECH CULTURE AWARDS.
THIS WEEK, BIG NEWS AS PARKER
SECURED A $2 MILLION ROUND OF
SEED FUNDING...AND CEO BRIAN

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WOLFF IS HERE WITH DETAILS ON
PLANS FOR THAT MONEY AND A
CUSTOMER BASE THAT IS
EXPANDING...

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CUSTOMER BASE. WELCOME TO THE
PROGRAM, CONGRATS ON GROWTH.
WE'LL TALK ABOUT THE POWDER KEG
DEAL IN A MOMENT. FASCINATING

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BUSINESS MODEL, AS YOU LOOK AT
PARKER TECHNOLOGY, GIVE US THAT
MODEL, BECAUSE IT'S TWO-WAY
INTERCOM SYSTEM IMPORTANTLY WITH

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THE CALL CENTER KIND OF
ATTACHED.
>> EXACTLY RIGHT. AND SO
SOMETHING THAT'S LITTLE KNOWN IS

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THAT 85 MILLION TIMES A YEAR IN
THE UNITED STATES, SOMEONE
PUSHES A HELP BUTTON IN A
PARKING GARAGE BECAUSE THEY'RE

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STUCK. AND THE MOST INTERESTING
THING ABOUT THAT IS THAT ONLY
15% OF THE TIME IS THE MACHIN
THE PROBLEM. 85, A VAST MAJORITY

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OF THE TIME IT IS THE HUMAN THAT
HAS FAILED IN FRONT OF THE
TECHNOLOGY. AND SO WE PICK THAT
CALL UP, ANSWER IT IN 11

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SECONDS, 60,000 TIMES A MONTH,
AND HELP THE CUSTOMER BY
DELIVERING A GREAT CUSTOMER
EXPERIENCE, SOMETIMES IT'S AUDIO

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ONLY, AND SOMETIMES USING THE
TWO-WAY VIDEO.
>> SO TWO-WAY VIDEO, THAT
CONNECTION, IS THE IMPORTANT

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PIECE OF THIS MODEL THE CALL
CENTER FUNCTION, THE HUMAN
COMPONENT.
>> YEAH, IT SURE IS. AND SO THE

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TECHNOLOGY THAT WE'VE BUILT.
WE'VE BUILT A PLATFORM THAT IS A
KNOWLEDGE MANAGEMENT, A WORK
FLOW ENGINE THAT ALLOWS THE CSR

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TO KNOW EXACTLY WHAT TO DO WHEN
THAT CALL COMES. WE'RE TAKING
CALLS FROM 250 FACILITIES ACROSS
THE UNITED STATES, EACH ONE HAS

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DIFFERENT BUSINESS RULES. SO,
THE SOFTWARE TELLS THE CSRS HOW
TO HANDLE THE CALL SO WE CAN
THEY'RE THAT CALL EVERY TIME.

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AND THAT'S A THE BIT THAT IS
VALUABLE.
>> YOU'RE GROWING, CUSTOMERS
ACROSS THE UNITED STATES,

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UNIVERSITY OF MICHIGAN, IUPUI. A
DIVERSE CUSTOMER BASE.
>> SUPER DIVERSE, AND GROWING
EVERY DAY. OUR MAIN FOCUS REALLY

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IS THREE-FOLD. UNIVERSITIES,
IT'S MUNICIPALITIES, THE CITY OF
LAS VEGAS IS A GOOD CUSTOMER OF
OURS. AND THEN PRIVATE OPERATORS

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WHO DON'T HAVE THEIR OWN CALL
CENTER. THERE ARE THOUSANDS OF
PRIVATE OPERATORS. AND ONLY THE
TOP FIVE OR TEN HAVE THEIR OWN

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CALL CENTER. THE REST OF THEM
SEND THOSE CALLS TO A CELL
PHONE. AND IT'S AN INTERRUPTION
FOR THESE FOLKS, IT IS NOT AN

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INTERRUPTION FOR US.
>> $2 MILLION SEED ROUND OF
FUNDING, WHAT ARE YOU GOING TO
DO WITH THE MONEY?

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>> THERE ARE REALLY TWO BIG
USES. ELEVATE WAS GREAT TO WORK
WITH. FANTASTIC. CHRIS AND TING
AND PHIL, FABULOUS. THE TWO

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THINGS, WE HAVE A COUPLE OF
SALES PEOPLE, WE DOUBLED OUR
SALESFORCE. BUT THE BIGGEST
CHUNK IS REALLY GOING TO BE

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DRIVING MATURITY INTO THE
PLATFORM SO THAT WE CAN ADD
FEATURE AND FUNCTIONALITY THAT
IS REALLY IMPORTANT TO

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CUSTOMERS. SO FOR EXAMPLE, WE'RE
ABOUT TO GO LIVE WITH A
TRANSLATION PIECE OF SOFTWARE
THAT WILL ALLOW OUR CSRs TO

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SPEAK ENGLISH, AND THE CUSTOMER
TO HEAR THEIR NATIVE TONGUE. SO
SPANISH, FRENCH, GERMAN, AND
THEN THEY -- THE CUSTOMER WILL

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BE ABLE TO SPEAK THEIR NATIVE
TONGUE AND OUR CSRs WILL HEAR
ENGLISH.
>> SOME OTHER VERTICALS. THE

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POWDER KEG TEAM AWARD, CUSTOMER
SERVICE, WHAT DOES THAT MEAN TO
THE COMPANY?
>> IT MEANS A LOT. AS YOU KNOW,

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AS THE CREO, I CAN GO TO WORK
THINKING I'VE CREATED A GREAT
CULTURE, POWDER KEG DID THE
SURVEY AND VALIDATED US IS

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REALLY GOOD STUFF. WONDERFUL
STUFF. AT THE END OF THE DAY WE
TRY, THE LEADERS AT PARKER
TECHNOLOGY AND I TRY TO BUILD AN

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ENVIRONMENT THAT JUST HELPS OUR
PEOPLE UNDERSTAND THAT WE CARE
ABOUT THEM, AND THAT THEY HAVE
REALLY IMPORTANT JOBS. AND THIS

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IS VALIDATION.
>> CUSTOMER EXPERIENCE TEAM
AWARD FROM POWDER KEG,
$2 MILLION IN SEED FUNDING THIS

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WEEK, A LOT OF GROWTH ON THE
WAY, BRIAN, CONGRATULATIONS ON
THE GROWTH. BRIAN WOLFF, THE CEO