We’ve used a couple of CRMs before. I liked Pipedrive, but we had to switch because of our reporting needs. I’m not a big Salesforce fan but for the reporting we wanted to do, we needed it. It’s not the most intuitive or has the best interface, but my team has used it before and so we’re familiar with it.
I really like Freshdesk--it’s been really good. When we first started, we had all of our support stuff in email but then we needed internal support tickets, and that’s when we first started using Freshdesk. Now it’s external facing. As we’ve needed more from Freshdesk, it's been able to do it.
Everything we do has to HIPAA compliant, so we have that agreement with Drive. There are other tools, like Box, which is HIPAA compliant, but they aren’t as easy to use. Finding tools with ease of use and HIPAA compliance is hard. To be honest, even in Google Drive, there’s a lot of stuff we don’t put in there, and instead just have on our own encrypted servers. All of the actual coverage data, we don’t store on Google and encrypt locally, so it stays stored in our app. We don’t keep any sensitive information outside of our app.
We created Allay to help small to medium-sized companies get the same benefits that bigger companies do. Think of a spectrum, on one end there are “online tech brokers” (Zenefits, Gusto, etc.). Every company in this category really optimizes for smaller companies and cookie cutter plan designs. On the other end there are just brokers. Old school brokers. We’re right in the middle. Allay is an agency partnered with these brokers, so we help pair companies with the brokers in our network. That way, companies get customized plan designs. We’re a Zenefits competitor, as a do-it yourself insurance tool. If you’re under 20 employees, Zenefits might be better for you, but if you’re over 20 you should be using us. We plug into major payroll systems, we help with onboarding, offboarding, compliance and insurance. On the front end, Allay looks and feels like Zenefits, but we go deeper and pair people with good brokers and benefits; we pair them with a higher level service.
We integrate Slack with everything and get notifications for when people sign up for our product, when people send support tickets, where they are in our funnel, and all of that goes into Slack. We use separate channels to respond to people. I wish they would move to threaded conversations, but I know their philosophy on that (if they have a philosophy on that).
We use Trello for higher level product things and oversight of what we want to do. We’ve dabbled with JIRA, but it was a pretty interactive process in terms of optimizing engineering sprints. We’ve also used Asana, which has more features than Trello, but Trello has everything we need.
We use Codetree for our engineering and managing products. It’s literal project management. It’s closer to JIRA for managing engineering stuff and milestones in products. Our product engineers and managers live in Codetree more than I do. I was actually pushing JIRA, but everyone else pushed Codetree.
I like Hootsuite a lot. I used to work there and I’m super familiar with it. I like Buffer too, but I know the ins and outs of Hootsuite pretty intuitively. If you go to Hootsuite Podium, they have a lot of tips and tricks!