Email Body — Lighter Version
Lighter alternative to the attached one-pager: just bullets in the body of an email, designed to honor Lonny’s “just put some bullets together, we don’t need to do brain damage on this thing” instruction.
Subject: A few bullets ahead of next week
Greg, Lonny —
Thanks for Tuesday. Putting some thoughts down ahead of meeting in person next week, per your ask. Kept these short on purpose.
What we heard
- The underlying problem is how NVIDIA understands, communicates with, and services its customers. Greg: “We don’t even know the score of the game.” Lonny: “We come to the conversation, and we’re not even armed.”
- Today, NVIDIA cannot measure its commitments to customers and performance against them. Customer data is siloed and disparate (SFDC, SAP, data lake, reply-all chains, offline spreadsheets). There is no end-to-end system architecture and process in place to enable a single source of truth. NVIDIA can create a shared view with customers and improve their experience by leveraging greater information visibility, consistency, and integrity.
What a six-week opening sprint could look like:
- Weeks 1–3: discovery and product design. Interviews with NVIDIA, hyperscaler / neocloud / sovereign customers, CM repair partners, 3PLs. Shared problem-understanding doc co-owned with exec sponsor. Daily iteration on wireframes and mock-ups.
- Weeks 4–6: prototype against real NVIDIA data. Regular deskside demos. Initial deployment in sandbox infrastructure for live user testing. Coordination with IT on deployability criteria.
- Collaboration: kickoff with your team to lock pilot scope; checkpoint demos; standups with the day-to-day PoC; “deskside” show-and-tell sessions for live feedback; a living problem-understanding doc co-owned with exec sponsor.
- KPIs:
- Understand: SLA hit rate (% of standard RMAs closed within the 30-day SLA).
- Communicate: RMA escalation rate (# of customer-initiated escalations per open RMA).
- Service: Customer return aging (average days outstanding on units customers owe NVIDIA).
What we’d need from you:
- NDA.
- Stakeholder interviews with NVIDIA (CSO Ops, Field Service, Demand Planning, IT Architect, Quality/FA); 5–10 customers (hyperscaler, neocloud, gov); 3–5 CMs; 3–5 3PLs.
- Read-only access to SFDC, relevant SAP modules, RMA data lake slice, customer web portal, WMS/TMS.
- Sample operational data (customer breakdowns by units and revenue, RMA breakdowns by customer/SKU, current SLA baseline, 90-day escalation log, representative customer email threads and spreadsheet templates).
- Exec sponsor, day-to-day PoC; IT point person for systems access and provisioning.
Bliss + Dustin