Brackwell Freight Ltd / BB-Demo – Onboarding
Callcompleted
Brackwell Freight Ltd: documents · 2023-12-13 14:15
Onboarding call for Brackwell on 13 Dec 2023. Two connectors are live, two await credentials, a field permission blocks depot reference, and Aisha saw immediate value in her first question.
What was said
What this says
Current to 10 Oct 26Onboarding call for Brackwell on 13 Dec 2023. Two connectors are live, two await credentials, a field permission blocks depot reference, and Aisha saw immediate value in her first question.
What happened: Callie Brennan walked Aisha Rahman through connector status, the first CRM refresh, the helpdesk warning and the admin page. The CRM and helpdesk are connected; the call recorder and email await written access from a Brackwell colleague.
Customer view: Aisha was cautious but positive. Her first question returned the delivery exceptions her team compiles by hand every Tuesday, and she asked how current the data is before relying on it in that meeting.
Commercial: Brackwell is on Starter with fifteen seats and only two users so far. Adding two keen account managers first is the adoption path.
Watch: The depot reference field is skipped until the helpdesk role is changed, and the archived accounts question is open. Missing credentials could delay the review.
Themes
Current to 9 Oct 26Theme
Onboarding setup and first value
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan sends a setup note with a date against each step, including a screenshot of the expected role setting.
- Aisha Rahman and IT change the helpdesk field permission, then Callie runs a manual refresh and books a review a week later.
- Aisha gets two account manager names from her colleague and adds them as users.
Risks
Current to 9 Oct 26- The call recorder and email connectors are still waiting for written access from a Brackwell colleague, which could delay loading before the review.
- The helpdesk user cannot read the depot reference field, so exceptions cannot yet be shown by depot.
- Only two users exist and Aisha is unsure about changing roles herself, so adoption could stall.
Opportunities
Current to 9 Oct 26- Aisha's first question matched a weekly manual task, which gives a clear value story for the Tuesday operations review.
- Fifteen seats on Starter leave room to roll out to account managers in stages.
Transcript
Callie Brennan NoneHi Aisha. Can you hear me okay?
Aisha Rahman NoneYes, hi Callie. I can hear you. Sorry, I'm in the small meeting room, I hope it doesn't echo.- Callie Brennan NoneNo, you're fine. Right, here's the plan for this call. Today is just you and me, which is nice. First I'll go through where each connector is. Then we look at what the first refresh has brought in and check the field mapping together. Then I'll show you the admin page, because after this, you'll be the one running it. And we finish with what happens next. Sound all right?
- Aisha Rahman NoneThat sounds good. Can I say what I've already tried first? I logged into the admin page yesterday and had a look around, but I didn't change anything. I wasn't sure if I was allowed to.
- Callie Brennan NoneGood, and you're allowed. Nothing in there will break if you look. Let me share my screen. Can you see the connector list?
- Aisha Rahman NoneYes. I can see four, and two of them say connected and two say waiting.
- Callie Brennan NoneThat's exactly right. The CRM and the helpdesk are connected, because the credentials arrived. The call recorder and the email are waiting, because I've not got written access for those yet. That's not a problem, I just want you to see why they're grey.
- Aisha Rahman NoneLiam said he'd send the call recorder one. I think he's been tied up with the depots. Should I nudge him?
- Callie Brennan NoneA gentle nudge is fine, and I'd say the same for the email list. It would help if I had both before the end of next week, so there's time to load them before we review. I'll put that in the note so it's not just coming from you.
- Aisha Rahman NoneOkay. Thank you. I'd rather it came from you, to be honest. I don't like chasing Liam.
- Callie Brennan NoneUnderstood. Now, the first refresh. Click on the CRM connector and open the records tab. What do you see?
- Aisha Rahman NoneIt says accounts, contacts, opportunities and activities. There are numbers next to each. I'm not sure if they look right. Is it me or are the contacts quite a lot higher than the accounts?
- Callie Brennan NoneThat's expected. Each account has several contacts. What I'd check is the account count against what you'd expect to see in the CRM itself. Can you open your CRM in another tab and compare the number of accounts?
- Aisha Rahman NoneGive me a moment. Yes. It's the same, or at least it looks the same. I've only got the list view though, so there might be some archived ones.
- Callie Brennan NoneGood point. The brain only picks up active ones by default, so if archived accounts are in your list view, they'd be missing from our side. I'd call this a match, and I'd note the archived question in the setup note so we've written it down. I won't call it right until we've checked the archived ones.
- Aisha Rahman NoneOkay. I'll look at the archived filter and tell you what I find.
- Callie Brennan NoneLovely. Now the parent and child structure Liam mentioned at the kickoff. Open any retailer account on the brain's page and tell me what you see under it.
- Aisha Rahman NoneRight, I'm on one of the larger retailers. It shows the retailer at the top and then a list of depot contracts underneath. Oh, that's quite nice. That's what we wanted.
- Callie Brennan NoneThat maps cleanly. And there's the delivery exceptions, in the panel on the right. They've come from the helpdesk, matched on the retailer field.
- Aisha Rahman NoneYes, I can see them. But there's a block at the bottom that says unmatched. Just flagging, I think those are the older ones without the retailer filled in.
- Callie Brennan NoneExactly. Those are the ones we talked about at the kickoff. You can leave them where they are, or if somebody on your team has time, they can fill in the retailer and they'll attach themselves at the next refresh. It's entirely your choice. How many are in there, roughly?
- Aisha Rahman NoneIt's a few pages. I wouldn't want to guess a number. I'll have a look at how many and let you know.
- Callie Brennan NoneNo rush. Now, there's a thing I'd like you to look at, the helpdesk connector's status. Can you click on the last refresh time?
- Aisha Rahman NoneIt says completed, but there's a small warning triangle. I've attached a screenshot of it to my email, I took it yesterday. It says something about a permission on one field.
- Callie Brennan NoneI saw that. Thank you for the screenshot, it's helpful. It means the helpdesk user can't read one of the custom fields, and the brain has skipped it rather than failing. Which field is it, can you read it out?
- Aisha Rahman NoneIt's called depot reference. Or depot ref, I think. It's the one that says which depot the delivery came from.
- Callie Brennan NoneThat's an important one, because it's how we'd show exceptions by depot. What I need from your side is for the helpdesk user to be given read access to that field. It's probably a role setting on the helpdesk. Do you know who looks after the roles?
- Aisha Rahman NoneI think it's me, but I've never changed one. I don't want to guess at what I should tick. Could you tell me what to look for, and I'll check with our colleague in IT before I change it?
- Callie Brennan NoneThat's exactly the right instinct. I'll write it up with a screenshot of the setting I'd expect, and you and IT can do it together. Once it's done, tell me and I'll run a manual refresh and we'll see the depot reference come through. I won't say it's going to work until I've seen it in the data.
- Aisha Rahman NoneThank you. I'd feel better with that in writing.
- Callie Brennan NoneOf course. Let me move on to the admin page, because you said you'd looked at it. What did you notice?
- Aisha Rahman NoneThere's a users tab. It says there are only two of us in it, me and Liam. And I wasn't sure how to add the account managers. Is that something I can do or should it come from you?
- Callie Brennan NoneYou can do it. You have fifteen seats on Starter, so you've plenty of room. Click add user and put in the email. They'll get an invitation. Let me suggest a pattern: add two account managers first, a pair who are keen, get them using it, and then add the rest. It's much easier than doing everyone at once and then supporting everyone at once.
- Aisha Rahman NoneOkay. I think Liam has a couple in mind. He said the Trafford Park one is quite keen. I'll ask him for the two names.
- Callie Brennan NonePerfect. Try it now with one of them if you've got their email to hand, otherwise try with your own second address and we'll see what the invitation looks like.
- Aisha Rahman NoneI don't think I've got a second address that I can use. Let me just pick a colleague in operations, she won't mind. Sorry, I'll type it in. There. Is that it?
- Callie Brennan NoneThat's it. You'll see her appear in the list as invited, and when she accepts it changes to active. That's the whole flow.
- Aisha Rahman NoneOh, that's easier than I expected.
- Callie Brennan NoneIt is. The harder bit is getting people to ask questions rather than just look at pages. Let me show you what a good first question looks like. Try asking the brain which retailers have had the most delivery exceptions recently.
- Aisha Rahman NoneOkay. Typing it. It's thinking. Right, it's come back with a list, and it's got a few retailers, and it's linked to the tickets. That's actually what we do by hand every Tuesday. I've attached nothing, it's just on my screen. That's quite a lot of work saved.
- Callie Brennan NoneThat's the point. And you'll notice it says where the answer came from. If you ever doubt an answer, click the source and see the ticket itself. Always check the source if something looks odd.
- Aisha Rahman NoneI will. Can I ask something, though? Our operations review is on a Tuesday and it needs to be right. When does the brain update? I wouldn't want to use it in the meeting and find it was behind.
- Callie Brennan NoneGood question, and it's the right one to ask. The refresh runs overnight and is complete by seven in the morning on business days, so for a Tuesday meeting it'll have the figures up to Monday night. The admin page shows the time of the last refresh at the top, so you can always check it before you walk in.
- Aisha Rahman NoneThat's helpful. Thank you. I'll look at it first thing, then.
- Callie Brennan NoneRight, I want to be sure you're not left alone with this, so here's what I'll leave you with. A setup note covering the connector status, the field permission, the archived accounts question and the user steps. A date against each step. And I'll book a short review for a week after you've changed the permission, so we can look at the depot reference together. Does that feel manageable?
- Aisha Rahman NoneYes, I think so. It's a lot, but when it's written down it seems less. Thank you, Callie.
- Callie Brennan NoneYou're doing well. Speak soon, Aisha. Thanks.
- Aisha Rahman NoneThanks, bye.
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