Brackwell Freight Ltd / BB-Demo – Onboarding
Callcompleted
Brackwell Freight Ltd: documents · 2023-12-27 15:15
Second onboarding call on 27 Dec 2023. All three connectors loaded, Liam Doherty's test question matched what he knew, and finance is asking what the subscription buys. Handover to Marcus Bell is planned.
What was said
What this says
Current to 10 Oct 26Second onboarding call on 27 Dec 2023. All three connectors loaded, Liam Doherty's test question matched what he knew, and finance is asking what the subscription buys. Handover to Marcus Bell is planned.
What happened: Callie Brennan showed the first refresh, with all three connectors green, then cleaned up depot names and walked Aisha Rahman through the admin side. Three first-wave users were invited.
Customer view: Liam Doherty's test on a known retail account came back right. He said finance asked what the nineteen and a half a year is buying, and this is his answer.
Commercial: Liam wants the accounting system as the fourth connector, to see late payment alongside complaints. Callie advised letting the first three bed in first.
Watch: Aisha is the only admin, and two depot names remain unplaced. Marcus Bell takes over as customer success manager after onboarding.
Themes
Current to 9 Oct 26Theme
First refresh, admin handover
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan applies the depot name mapping, checks the next refresh and sends the handover note by end of day Friday.
- Liam Doherty briefs the first wave and passes on anything odd they notice.
- Marcus Bell takes over the check-in and the question of a second admin and wider rollout.
Risks
Current to 9 Oct 26- Finance is questioning what the annual fee buys, so the show-and-tell account must hold up.
- Aisha Rahman is the only admin and no backup has been named.
- Two depot names could not be placed, so exceptions by depot may stay split.
Opportunities
Current to 9 Oct 26- Liam wants the accounting system as the fourth connector, to see late payment next to complaints.
- Once the first wave logs in, further depot users can be invited within the fifteen licensed.
Transcript
Callie Brennan NoneHello, afternoon! Can you hear me? I've got a bit of an echo on my side.
Aisha Rahman NoneHi Callie. I can hear you fine, no echo here. Liam's just getting a coffee, he said he'd be two minutes.- Callie Brennan NoneNo problem. How was Christmas? Did you get any proper time off?
- Aisha Rahman NoneA couple of days. Back to my parents' and then straight back into it, there's a lot on at the depots this week. I came in this morning and it's so quiet in the office, it's strange.
Liam Doherty NoneAfternoon, afternoon. Sorry, I'm here. Is it just me or is the week between the two holidays the most pointless week of the year?- Callie Brennan NoneNobody's replying to anything, that's for sure. Right, shall I tell you what I'd like to get through? I've got four things. First, what happened with the first refresh. Second, a couple of things in the mapping I want you to decide on. Third, I'll show Aisha round the admin side, properly this time. And last, I'll hand over the setup note and we agree who does what before the next catch-up.
- Liam Doherty NoneLove it. Go on then, did it work?
- Callie Brennan NoneIt did, mostly. So, the CRM and the call recorder were connected on Friday, because those two credentials arrived in writing. The helpdesk access came through from your IT team yesterday afternoon, so, Aisha, well done, whoever you leaned on.
- Aisha Rahman NoneOh, that's good. I sent a follow-up on Friday and I hadn't heard anything. I think it was the colleague Liam spoke to.
- Liam Doherty NoneMight have been me being annoying. Happy to take the credit.
- Callie Brennan NoneHa. Whoever it was, it meant I could run all three before switching to the nightly one. So the first refresh ran overnight and it finished before seven o'clock this morning. Let me share my screen and I'll show you.
- Callie Brennan NoneCan you see it? So this is the connector view I showed you last week, only now it's got life in it. Three rows, all green, each with a last-refreshed time from this morning and a record count that isn't zero.
- Liam Doherty NoneOh nice. That's a lot more than I expected. Is that all the history?
- Callie Brennan NoneThat's the CRM in full, the last year of tickets plus anything open, and the recordings from the two teams we agreed. The tickets are the one I want to talk about, because that's where I had to make a decision.
- Aisha Rahman NoneIs it the category names? I sent the old and new list.
- Callie Brennan NoneYour list was great, thank you, the categories mapped cleanly. It's the depot names. Look at this. Trafford Park shows up in the tickets written in several different ways, and in the CRM it's a different spelling again. So when I ask the brain for exceptions by depot, it treats them as separate depots.
- Liam Doherty NoneAh, there it is. That's the thing I mentioned. Aisha, I told you.
- Aisha Rahman NoneYou did, and I sent Callie the variants. Is that not enough?
- Callie Brennan NoneIt's nearly enough, and it was a big help. What I've done is use your list for the ones you gave me, and there are a few more that you didn't know about, which I've put on a sheet. What I need from your side is for you to look down it and tell me which ones are the same place. I haven't guessed on any of them, because I don't want to merge two depots that look alike.
- Aisha Rahman NoneOkay. Can I look now? Or is it easier to send it to me?
- Callie Brennan NoneI'll put it on screen and we'll go through it, it won't take long. It's the right use of the time, because you know your sites. Here we go.
- Aisha Rahman NoneSo that one's Trafford Park, definitely, and that, and that. The one with the postcode is the same place, someone's typed the address in the name field. This one, I'm not sure. Liam?
- Liam Doherty NoneThat's the overflow warehouse, not the main depot. Different site, same business. Keep it separate.
- Callie Brennan NoneGood catch, I would have merged it. Thank you. Keep going, there's only a handful left.
- Aisha Rahman NoneOkay, I think that's the lot. Just flagging, there's two at the bottom I couldn't place. I think they're typos but I don't want to guess.
- Callie Brennan NoneDon't guess, that's the right answer. I'll leave those two as they are and flag them in the note, and if one of the depot managers recognises them we'll fix it later. Right, I'll apply this tonight and the refresh tomorrow morning will have the clean version.
- Liam Doherty NonePerfect. Can I see something working now though? I've been patient.
- Callie Brennan NoneYes, go on, let's do the test I suggested. Name me a retail account you know well.
- Liam Doherty NoneHmm. One that's been awkward. Let me think. I'm not going to say it out loud on a recorded call, is that daft? I'll type it in the chat.
- Callie Brennan NoneNot daft at all. Type it in and I'll paste it in. Right, I've got it. I'm asking: what has happened on this account over the last few weeks, including delivery exceptions and calls. Give it a moment.
- Liam Doherty NoneOoh. Go on.
- Callie Brennan NoneSo it's come back with a short summary. It's got the recent opportunity activity from the CRM, a run of delivery-exception tickets grouped by week, and it's pulled out two calls and said what was discussed. Read it through and tell me if it's right.
- Liam Doherty NoneThat's, wow, that's right. That's exactly the story. The two late deliveries and the call where their buyer lost it. I knew all of that, but I'd have had to open three different systems to put it together.
- Liam Doherty NoneOne view, that's the point. Sorry, I keep saying it. But that is the point.
- Callie Brennan NoneNo, that's the reaction I was hoping for. And notice it tells you which tickets and which call it's drawing from, so you can click through and check. That's what builds trust with the depot managers, they can see where the answer came from.
- Aisha Rahman NoneCan I ask a question? Does it ever make things up? If a depot manager asks something and it isn't in there?
- Callie Brennan NoneIt's built to say it doesn't know when the sources don't cover it, and it shows its sources so you can check. But it's only as good as what's loaded, which is why the record counts matter. If the account's data is thin, the answer will be thin, and that's a good moment to tell us.
- Aisha Rahman NoneOkay. That makes sense. I'd rather it said nothing than something wrong.
- Liam Doherty NoneSame. Finance asked me last week what the nineteen and a half a year is buying us, so the first thing I show them needs to be solid. This is that.
- Callie Brennan NoneThat's a fair thing for finance to ask, and screenshots of this will answer it better than a slide. Keep that account as your show-and-tell, and over the next few weeks you'll build up a few more.
- Callie Brennan NoneOkay. Aisha, your turn, because you're the one who has to live with this. Let me go back to the settings view. Can you see the admin menu?
- Aisha Rahman NoneYes. I'm in there on mine as well, so I'll follow along.
- Callie Brennan NoneBrilliant, do exactly that. Three jobs for the admin. One, look at the connector status, which you've seen. Two, invite and remove users. Three, know what to do when something looks wrong. Let's start with the connector page. Click on the CRM row for me.
- Aisha Rahman NoneOkay. It's opened a panel. There's a history of refreshes with times, and some of them have a little tick.
- Callie Brennan NoneThat's the refresh history. Each night gets a line, with a tick if it completed, and a warning if it didn't. If you ever see a warning, click on it and it'll give you a short message. Screenshot that and send it through. You don't need to understand it.
- Aisha Rahman NoneI've got a warning on the call recorder one, actually. There's a little yellow triangle. Is that bad?
- Callie Brennan NoneGood, that's a nice live example. Click it. What does it say?
- Aisha Rahman NoneIt says some recordings were skipped because they had no transcript yet.
- Callie Brennan NoneThat's fine, that's not a failure. It's just the recorder hadn't finished processing a few calls when the refresh ran, so they'll come in on the next one. A warning isn't always a problem, it's more of a heads-up. If it's the same warning for several nights in a row, then tell us.
- Aisha Rahman NoneRight, so one night is fine, several nights isn't. I'll write that down.
- Callie Brennan NoneThat's the rule of thumb. Okay, second job, users. Go to the users page. This is where you'll add the first wave. Liam, have you got the names?
- Liam Doherty NoneI have. Three of them. Two from Trafford Park and one from the depot that's been most grumpy about the old system, because if he likes it everyone will. I'll type the email addresses in the chat now.
- Callie Brennan NoneLovely. Aisha, you'll see I've put the three in the chat. Click add user, paste the first address, and choose the standard role, not admin.
- Aisha Rahman NoneOkay, I've pasted it. It's asking about a role. Standard, you said?
- Callie Brennan NoneStandard. Admin is just you for now, and I'd keep it that way until you've got more experience, then we can decide whether there should be a second. Having only one admin is a bit of a risk if you're ever on holiday, so it's worth thinking about.
- Liam Doherty NoneGood point. I'll think about who the backup is. Not me, I'm hopeless.
- Aisha Rahman NoneOkay, sent the first one. It says invite sent. And now I'll do the other two.
- Aisha Rahman NoneDone. All three. Is that it? That was easier than I expected.
- Callie Brennan NoneThat's it. And that's the whole of it, honestly, it's just typing the right address. Well done. You'll see them go from invited to active when they log in for the first time, and that's what I'd watch for over the next few days, whether they actually do.
- Liam Doherty NoneI'll message them as well so they know it's coming and it's not spam. And I'll tell them to try a customer they know.
- Callie Brennan NonePerfect, exactly that. Now, third job. What to do when something looks wrong. Let me say it as a checklist. One, check the connector page. Is a row red or yellow? Two, if so, open it and screenshot the message. Three, look at whether the record count has moved in the last few days. Four, raise a ticket with the screenshot, and say what you've already tried. Don't spend a day on it.
- Aisha Rahman NoneThat's pretty much what I did with the login. It's nice to know it's the right thing.
- Callie Brennan NoneIt was exactly the right thing. The only thing I'd add is, if it's urgent, say so in the ticket, and say why. The more specific you are about what it's stopping you doing, the quicker it's looked at.
- Aisha Rahman NoneOkay. And if I'm not sure it's a problem at all?
- Callie Brennan NoneThen ask. A how-to question is a perfectly good ticket. Nobody minds, and honestly you'd be surprised how many people sit on a worry for a fortnight.
- Liam Doherty NoneShe will, she's very polite. Aisha, if in doubt, ask. I'm saying that on a recording so there's evidence.
- Aisha Rahman NoneHa. Noted. Thank you.
- Callie Brennan NoneGood. Right, that's the admin walkthrough. Let's go back to the fourth connector, because I said we'd leave it. Have you thought any more about what you'd want it for?
- Liam Doherty NoneFinance, I think. The accounting system. It's the one thing I can't see, whether a customer's paying us late while they're also complaining. That's a signal I'd use.
- Callie Brennan NoneThat's a good one, and it'd sit nicely next to the tickets. My advice is the same as before. Let the first three bed in for a few weeks, watch what the depot managers actually ask, and then decide. If you add it now, you're adding more things to get right before anyone's used it.
- Liam Doherty NoneFair enough. Let's park it and revisit when Marcus does his first check-in. Is Marcus the one I speak to after this?
- Callie Brennan NoneYes. Marcus Bell is your customer success manager, so once we've finished onboarding he's your point of contact for how it's going and what to do next, and Tom stays your contact for anything commercial. I'll introduce you properly by email, and I'll include the setup note so he's not starting cold.
- Aisha Rahman NoneThat's good to know. It's a bit sad you're not staying on, but it makes sense.
- Callie Brennan NoneThank you, that's kind. I'm around until the onboarding's done, and then it's Marcus. He's good, you'll like him.
- Callie Brennan NoneOkay, so the handover note. I'm going to send it by end of day on Friday, with all of this in it: what's connected and how, what access each connector uses and who owns it, the mapping we agreed today including the two names we couldn't place, the user list and roles, and the checklist I just gave Aisha. If anything's missing, tell me and I'll add it.
- Liam Doherty NoneGood. I like a proper note. Saves me answering the same questions in a month.
- Callie Brennan NoneThat's the idea. So, next steps, so we're all clear. Aisha: you keep an eye on whether the three invited people log in, and send me the answer to the two unplaced depot names if anyone knows. Liam: you tell the first wave it's coming and ask them to try an account they know, and send me anything odd they notice. And me: I apply the depot name mapping tonight, check tomorrow's refresh, and send the note on Friday.
- Aisha Rahman NoneGot it. Should I send you a message when the first one logs in, or is that too much?
- Callie Brennan NoneNot too much at all, a one-liner is fine. And then, in the new year, once they've had a go, I'd like us to talk about who else comes in, and Marcus will pick that up.
- Liam Doherty NoneBrilliant. Callie, thank you, honestly. This is the first time I've felt like it's real rather than a plan.
- Callie Brennan NoneThat's lovely to hear. It's your data and your questions, I just joined the dots. Have a good end to the week, both of you. Speak soon.
- Aisha Rahman NoneThanks, Callie. Bye for now.
- Liam Doherty NoneCheers, Callie. Happy new year when it comes.
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