 From San Francisco, it's theCUBE. Covering Sumo Logic Illuminate 2018. Now, here's Jeff Frick. Hey, welcome back everybody. Jeff Frick here with theCUBE. We're at Sumo Logic Illuminate. It's at the Hyatt SFO in Berlin game. We're excited to be here. There's a lot of activity going on, about 600 people. I think it's the second year of the conference. And like I said, we like to talk to customers. So we're excited to have one of their customers on. He's actually, I think on their advisory board. So this is an important customer. He's John Aducalil, the VP of Engineering for Huddle, H-U-D-L. John, great to see you. Thanks, thanks for having me. Yeah, so as we talk before we turn the cameras on, I am a huge Huddle fan. I've used it. I was the admin for my high school, for my kids' high school. So what a terrific application. Thank you. Yeah, so let's get into it. So why are you here? You've got a little talk going on tomorrow. Tell us about what you're going to be talking about. Yep. I'm going to talk about how our customer support team uses Sumo and uses logs to help our customers, basically. So for the people that aren't familiar with Huddle, your customers are basically coaches. High school coaches, college coaches, parent coaches. So they're not always necessarily the most technically sophisticated group out there. At the same time they work their tails off and time is tremendous pressure when you're a coach because you can always look at more film. It's a dirty little secret. So your customer service challenges are pretty real and pretty significant. How many customers do you guys have now? We have got, I think, over 160,000 active teams. 160,000 active teams. Worldwide at this point. And most of them probably don't have an IT department. That's correct, yeah. Yeah, we have the system itself, there's all kinds of complexity in what we do, but we have this saying that it's actually on the walls of our headquarters of just give me my damn video. Because yeah, they don't have IT, a lot of them, they're not excited about technology the way I am. They want to be a better coach. They want to win more. They want to be better at what they do. And we are just a means to an end. So what's kind of the scale in terms of your customer service operations and the amount of agents you have and kind of your call volume? I don't know if you have any at the top of your head, but it's got to be pretty significant, especially on, I don't know, what's bigger, Friday night or Saturday morning? Yes, Saturday morning for us. Because that's when Friday night. Or is that the games, right? Yeah, they're at the games. Exactly, Saturday, they're getting together and talking about how it went, what can they learn, and it's Saturday, so they're starting to think about next week already. Right, so how has Sumo Logic helped you guys deliver a better customer experience? Yeah, it's helped us in a number of ways. So one of the ways that it's helped us and our customers is in huddle, there's a lot of shared content. Most teams, even the really small teams, there's a staff or at least a group of people who are all working with the same video, the same reports and analytics. Right. And sometimes that means they kind of step on each other's toes. Maybe one coach will delete somebody else's presentation. That's a huge deal, that's a big problem for whoever stuff just disappeared. So it helps us spot, okay, here's what happened. Nope, we didn't just lose your data. We can actually restore it and we can help you understand, hey, go talk to that coach sitting next to you because he just accidentally deleted something. Right, right. And then it's also how we do what we call proactive support where we're scanning through logs continually looking for what is going wrong and there's a huge list of things that we know the fix. We just have to get this information out to that coach. So some of them are fully automated where it'll email. Some of them maybe will reach out and actually call coaches and say, hey, we saw you had this issue, we want to help. Right. Versus having them call us. So what kind of issues are like that that are like known, repeatable but they're kind of user generated versus system generated? Yeah, so one example, it seems really simple. It is very simple, but different versions of our mobile apps. Maybe the version they're on, it works fine for everything except that new thing they just try to do and they just need to upgrade. Right, right. But they don't have automatic updates turned on or whatever the situation. That one's fully automatable. We can just email them and say, hey coach, we saw you were trying to do this. If you just update your app, you'll have a better experience. Right, right. It amazes me how many people don't have automatic updating on their applications in general. It never fails to amaze me actually. It's like, you know, we're 28, there's a reason they're updating your app. Most of the time, often time, it's security. Maybe you should go ahead and turn on your automatic updates. And how did you get to Sumo Logic? What brought you to these guys in the first place? Yeah, so we were on a competing system before that was sort of like, you know, run it yourself, sort of on-prem. And as our business grew, the complexity of keeping that running and keeping it quick also grew. And we didn't want to make the investment to, you know, have a whole team just to keep this thing running. We wanted to offload that. And yeah, so at the time we started looking at competitors and Sumo was a great choice. Right, so before I let you go, kind of what are some of your priorities going forward? I can't believe we're almost to the end of 2018. But as you guys continue to develop, continue to grow in your position, what are some of the things you're looking at that you would like to tackle next? Yeah, so one of the things that Huddle cares a lot about and we've innovated a bunch over the years is just making it easier and easier for coaches to get video into Huddle. You know, when smartphones and tablets came out, that was a big step forward. And we think one part of the future is going to be cameras that nobody has to set up on a tripod. It's just fixed in a stadium or in a gym or in a stadium. It knows the team's schedule. It knows, okay, at six o'clock girls volleyball is playing and then the next day boys basketball is playing. And so video just automatically appears in the right account, yeah, immediately. Wow, so you're doing stuff with like 4K or then you're cropping it down to 1080s where you can use that stationary camera model? Yeah, that's also a big thing, that video quality keeps improving and that has really big technical implications. Big files. Yeah, yep, exactly. Big files. But at the end of the day, I saw that guy filming a sporting event and it was basketball game and he wasn't moving the camera. Uh-huh. Just pretty much stationary at the midpoint. And I'm like, what are you doing? You're not moving the camera. When I film I'm like back and forth and zooming and zooming at it because I do it all in post because I shoot in 4K, I publish in 1080, I can crop it and zoom to whatever I need in post. So it's a very different kind of strategy which is something you guys can support. We want to automatically do that. Using machine learning and artificial intelligence to, there's no reason we can't see where's the action and let's focus on that. Right, well John, great story. As you know, I love the company. I'm a fusive for the company. That's great. I've spent so many hours in that application, second only maybe to email or outlook, I think, of all the applications I spend time. Thanks for taking a few minutes and enjoy your guys' work. Do good work. He's John, I'm Jeff. You're watching theCUBE. We're at Sumo Logic Illuminate. Thanks for watching.