Issue link: https://iconnect007.uberflip.com/i/599730
22 The PCB Design Magazine • November 2015 Garcia: Fortunately, too, for that user experi- ence we've tried to provide useful tools in- cluding educational articles and a support site which includes a knowledge base. We also offer software including InstantDFM which provides free DFM reports and design soft- ware, called PCB Creator. Not to mention a customer support team available to answer questions, via phone, email or online chat. We launched online chat three years ago and I think we really were one of the first in the industry to offer it. Matties: how many chats a day would you have now? Garcia: I would say more than 10. We've tried to set it up so that, no matter what experience the customer needs, we're able to offer it. With the online experience it's important we offer customers all the tools possible to make it easier to place an order. Matties: so for your sales team, what's their role? Paper: We try to avoid the word sales. We like to call them account managers because they are the first line of support. We intentionally chose that term account manager, which a lot of people use. We didn't call them sales man - ager or salesperson because we don't want them to think like that. We want them to re- member that their main purpose is to serve that customer. Matties: When you look at the data for mar- kets and forecasting, what do you guys look at? What's the driving data for you in your mind? Garcia: Because we have multiple revenue streams—we have our PCB Creator software, Web, and then B2B—we look at each individu- ally for trends. On the B2B side we'll drill down and look at specific markets. With Web it's just one number and we look at that trend to make sure it's moving in the right direction, which it has been. Paper: I own that Web experience. That's been one of my focuses. Matties: that's been around for a few years now. has it performed the way you expected it to? Paper: This year to date we've already doubled what we did last year. GOOD IN, GOOD OuT: BAY AREA CIRCuITS DISCuSSES DATA STRATEGIES feature interview