Smith: Stitch Fix builds custom software because off-the-shelf tools fail
Mike Smith · a16z Podcast | Where's My Stuff? -- The Lowdown on Logistics and Ops · Jan 2, 2019 · at 50:42
Mike Smith, COO of Stitch Fix, discusses software architecture decisions during an a16z podcast panel on e-commerce logistics.
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“I don't have, we're building it all ourselves, and so we use Zendesk for customer service but I'd say that the tie-ins to Zendesk are very proprietary in terms of, like, how tickets how we think about tickets related to customer segmentation, or how we think about tickets related to holding business owners more accountable to better operations, but it's not that we're so you know, It has to be us that builds it. It's just that when we have researched outside parties to talk to us about how they can fit into our model is funky enough and different enough that it doesn't fit, and so we've just sort of said, we'll listen, but likely have to build our own stuff to run the business the way we want to run it.”
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