Brackwell Freight Ltd / BB-Demo – Training
Callcompleted
Brackwell Freight Ltd: documents · 2024-01-11 11:45
First hands-on session for Aisha Rahman and Dean Hargreaves on accounts, search, chat and pages. Both found value quickly. Only two people are really using the brain, and the Starter seats are not yet filled.
What was said
What this says
Current to 10 Oct 26First hands-on session for Aisha Rahman and Dean Hargreaves on accounts, search, chat and pages. Both found value quickly. Only two people are really using the brain, and the Starter seats are not yet filled.
What happened: Callie Brennan walked Aisha and Dean through accounts, search, chat and pages on the Starter tier, then let them try it themselves. One duplicate ticket line in chat was left for Callie to check.
Customer view: Dean wants a retailer's whole picture before he picks up the phone. Aisha builds the Tuesday operations review by hand from three exports and wants chat to replace that.
Commercial: Callie confirmed fifteen seats on the order form at £19,500 for the year, so the depot managers can be added without extra spend. Aisha will list names and expects to become admin.
Watch: Usage is mostly two people, and others logged in once and went quiet. Aisha does not want to be the only one who knows how it works.
Themes
Current to 9 Oct 26Theme
Starter onboarding training
Importance
neutral
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 to send the setup note and check how the helpdesk passes ticket updates.
- Aisha Rahman to list the people who should get seats.
- Callie Brennan to book the admin-side session.
Risks
Current to 9 Oct 26- Only Aisha and Dean are actively using the brain, so adoption could stall.
- Aisha is likely to be the only admin and the only person who understands the setup.
- The duplicate ticket line in chat was unresolved when the call ended.
Opportunities
Current to 9 Oct 26- Other depot account managers want access and fit within the fifteen Starter seats.
- Chat could replace the hand-built Tuesday operations review and save Aisha her Monday afternoon.
Transcript
Callie Brennan NoneHello, can you hear me all right? I can see you, Aisha, but I can't see Dean yet.
Aisha Rahman NoneHi Callie, yes, I can hear you fine. I think Dean's still on the depot floor. He said he'd be a couple of minutes.- Callie Brennan NoneNo problem at all. While we wait, here's the plan for the next hour or so. First we log in and I show you where everything lives. Then the account view, because that's what the depot team will use day to day. Then search, and asking the brain questions in plain English. And at the end, you drive and I watch. Does that sound sensible?
- Aisha Rahman NoneYes, that sounds good. Just flagging, I did try logging in on Tuesday, and I got in, but I wasn't really sure what I was looking at. I've attached a screenshot to my email, of the first page.
- Callie Brennan NoneI've got it open now. That's the home page, so you landed exactly where you should. Nothing's broken, it's just a lot of boxes the first time you see it. We'll make sense of them.
Dean Hargreaves NoneSorry, sorry, I'm here. Lorry's blocked the yard gate and a retail customer's been on the phone about it all morning. Right. Is it recording? Can you hear me?- Callie Brennan NoneWe can hear you, and yes, it's recording, that's just the call recorder so you've both got a note afterwards. Hello Dean.
- Dean Hargreaves NoneHiya. Go on then. I'm not good at this stuff, so go slow.
- Callie Brennan NoneSlow is the plan. Let me share my screen properly. Can you both see the brain's home page?
- Aisha Rahman NoneYes, I can.
- Dean Hargreaves NoneYeah. It's gone a bit small, but I can see it.
- Callie Brennan NoneThat's your browser zoom, Dean, hold the control key and scroll up and it'll grow. There you go. Right, so down the left-hand side there are four things you'll actually use. Accounts, search, chat and pages. Everything else you can ignore for now. Accounts is every organisation the brain knows about, pulled together from your CRM, the helpdesk and the call recorder. So one customer, one place, with their tickets and their calls sitting under the same name. That maps cleanly to how you described it at kickoff, which was wanting to see a retail customer's whole picture before you pick up the phone.
- Dean Hargreaves NoneThat's the bit I want. If a retailer's cross with us I want to know before they ring. Not after.
- Callie Brennan NoneExactly that. Let's click into one. Dean, give me a retail customer you deal with from Warrington.
- Dean Hargreaves NoneTry the home and garden one. The big one. Used to be a nightmare for exceptions.
- Callie Brennan NoneOkay, I'll type it in the accounts list and open it. So this is the account view. Top, you've got who they are and who owns the relationship. Underneath, a timeline. Every ticket, every call, every email thread, newest first. Can you see the delivery-exception tickets in there?
- Dean Hargreaves NoneYeah. Oh, that's all of them. In one list. Blimey. I normally have three screens open for that.
- Aisha Rahman NoneIs it me or is the timeline filtering by something already? I only see tickets and not the calls.
- Callie Brennan NoneGood spot, it's not you. There's a filter strip just under the account name, and tickets is switched on by default. Click the all button, Aisha, and the calls come back. That's one to remember, because people think data's missing when it's really a filter.
- Aisha Rahman NoneOh. There they are. Right. I'd have guessed that was something wrong with the connection, and I'd have written to you.
- Callie Brennan NoneWhich is fine, write to me, but nine times out of ten it's the strip. Let's take a minute. Both of you, open an account of your own and play with the filter. I'll stay quiet.
- Dean Hargreaves NoneRight. I've done tickets, calls, emails. I've turned them all off and nothing's there. Is that right?
- Callie Brennan NoneThat's right, that's all of them switched off, so there's nothing to show. Switch two back on. You can't break anything by clicking here, it only changes what you're looking at.
- Aisha Rahman NoneCan I ask about that? Does it change it for everybody, or just for me?
- Callie Brennan NoneJust you. Your view's yours. The only things that change for everyone are on the admin side, and that's you, Aisha, so we'll do that part separately in a later session. I don't want to bury Dean in it.
- Dean Hargreaves NonePlease don't. Cheers, mate.
- Callie Brennan NoneHa. Okay. Next bit, search. Top of the screen, there's a bar. Search looks across everything at once, so you're not choosing a system first. Try a word that you'd normally say on a call. Something like damaged pallets, or a depot name.
- Dean Hargreaves NoneTyping damaged pallets. It's thinking. Okay, there's a load of stuff. Tickets, a couple of calls. Why's it showing me a call about a pallet though? That's not a ticket.
- Callie Brennan NoneBecause somebody said it on a recorded call. Search reads the transcript. So if a retailer mentioned it to your colleague a month ago and nobody logged a ticket, it still turns up. That's the whole point of having it together.
- Dean Hargreaves NoneHang on. So I can see what somebody said to a customer that I never heard.
- Callie Brennan NoneIf the call was recorded and it's in the brain, yes. Which, for you, is what you bought it for.
- Aisha Rahman NoneCallie, one thing. I've tried a search before and got nothing back when I knew there should have been something. I did the same search twice and then I stopped, because I didn't want to guess at why.
- Callie Brennan NoneThat's sensible, don't guess. Can you tell me roughly what you typed? Don't worry if you can't.
- Aisha Rahman NoneIt was a customer reference, the long one from the delivery system, with a dash in it.
- Callie Brennan NoneRight, that'll be it. Search is built for words and names, not for codes with dashes in. Try it with the customer's name and the word exception instead, and then pull the reference out of the result. If you ever need exact codes, put them in the account page notes and we'll make sure those get indexed. I'll put that in the setup note.
- Aisha Rahman NoneThank you. That's helpful. I'd been worried I'd connected something wrong.
- Callie Brennan NoneYou hadn't. Okay, chat now, which is the one I think you'll both end up liking. Click chat on the left. It's a box, you type a question as if you were asking a colleague, and it answers from your own data, with the sources underneath so you can check it. Dean, ask it something real. What would you want to know this afternoon?
- Dean Hargreaves NoneWhich of my retail customers have had the most exceptions lately. That'd do.
- Callie Brennan NoneType exactly that. Don't tidy it up.
- Dean Hargreaves NoneIt's come back. It's got a list. Three names at the top. And there's little links under each one.
- Callie Brennan NoneThose links are the tickets it's drawing on. Click the first one and check that it matches your gut. This is important, Dean, I never want you to trust it blindly. You know those customers better than any screen does.
- Dean Hargreaves NoneYeah, that's right. That's the one that's been awkward since before Christmas. Second one's right as well. Third one, I'm not sure. I'd have said it was fine.
- Callie Brennan NoneOpen the third. What's the most recent ticket on it say?
- Dean Hargreaves NoneOh. That's a missed slot on a Friday. Two in a row. I'd forgotten about that. It's not nothing, is it.
- Callie Brennan NoneNo, and that's what the brain's for. You thought it was fine, and the pattern says maybe ring them first. I'm not telling you which is right, only that now you've got the evidence to hand.
- Aisha Rahman NoneThat's the thing we'd want for the Tuesday operations review, if I'm honest. At the moment I build that by hand from three exports. It takes me most of the Monday afternoon.
- Callie Brennan NoneThen that's the use case to aim at. Not today, but in the next couple of weeks, try asking chat the same question you'd put in that review, and compare. If it matches your hand-built version, you've got your Monday back. If it doesn't, tell me where it differs, and we'll look at the mapping together. I won't say it's fine before I've checked it.
- Aisha Rahman NoneI'd like to try that. I'd need to do it in my own time first though, so nobody sees me getting it wrong.
- Callie Brennan NoneNobody sees your chats but you. And you're allowed to get it wrong, that's what the first month is for.
- Dean Hargreaves NoneCan I ask something daft? How many of us can actually use this? Because I told a couple of the other depot account managers about it and they asked if they could go on.
- Callie Brennan NoneNot daft at all. You've got fifteen licensed users on the Starter tier. Who's using it at the moment, Aisha, as far as you know?
- Aisha Rahman NoneHonestly, it's mostly me and Dean. A couple of people logged in the first week and I haven't seen them since. So there's plenty of room.
- Callie Brennan NoneGood, then there's no need to buy anything extra, or ask anyone for money. You've got fifteen seats on the order form, and on the order form it's nineteen thousand five hundred pounds for the year. Everybody who'd benefit can be added. The sooner the depot managers are in, the sooner it earns its keep. That's an admin job, Aisha, and we'll go through how in the next session.
- Aisha Rahman NoneOkay. I'll make a list of names so I'm not guessing who.
- Callie Brennan NonePerfect, a list is exactly right. Let's do pages before we run out of time. Click pages. A page is a saved, written summary the brain builds for an account, so you don't ask the same question every Monday. Open the one for the retailer we had earlier.
- Dean Hargreaves NoneRight, it's got a summary at the top. Looks like somebody wrote it. Who wrote it?
- Callie Brennan NoneThe brain did, from the tickets and the calls, and it lists its sources at the bottom the same way chat does. You can add your own notes underneath, and those are marked with your name so nobody mistakes your view for the machine's.
- Dean Hargreaves NoneCan I put what I think in there? Like the bit about the Friday slots.
- Callie Brennan NonePlease do. That's the best thing you can do. Click the note box and write it as short as you like. Your style, no need for anything formal.
- Dean Hargreaves NoneDone. Typed it. Is it saved? It doesn't say.
- Callie Brennan NoneRefresh the page and see. If it's still there it's saved.
- Dean Hargreaves NoneIt's there. Ha. Right. I might actually use this.
- Callie Brennan NoneGood. Now the hands-on part. I'll stop talking. In your own time, each of you pick a customer you know well, open the account, ask chat one question about them, and open one page. When you hit something odd, don't fix it, just tell me. I'll be here.
- Aisha Rahman NoneIs it all right if I do the customer from the Tuesday review? The one that comes up every week.
- Callie Brennan NoneThat's exactly the one. Go for it.
- Aisha Rahman NoneCallie, just flagging. The answer it gave me lists the exceptions but two of them are the same ticket, I think. It's showing a duplicate. Is it me or is it counting it twice?
- Callie Brennan NoneLet me look at your screen. Can you share it? Right, I see. Those two lines have the same ticket title but different dates. One's the original and one's an update to the same ticket, so it's the helpdesk sending an update, not two separate problems. I'd rather say that when I've checked it, so let me look at how the helpdesk is passing updates through and I'll come back to you by email.
- Aisha Rahman NoneThank you. I didn't want to say it was wrong in case it was how it's meant to work.
- Callie Brennan NoneThat's the right instinct. Dean, how are you getting on?
- Dean Hargreaves NoneIt's gone odd again. Screen's gone slow when I click into calls. It's sat there spinning.
- Callie Brennan NoneIs that on the account with lots of calls, the retailer you opened earlier?
- Dean Hargreaves NoneYeah. That one.
- Callie Brennan NoneThen it's probably just loading a long history. Narrow it with the date filter, last month rather than everything, and it'll come up quicker. If it's slow on a small account too, tell me, because that'd be something else.
- Dean Hargreaves NoneOkay. Yeah, that's better. Cheers.
- Callie Brennan NoneBrilliant. Let's use the last bit properly. I want to make sure each of you leaves with one habit. Dean, what's yours going to be?
- Dean Hargreaves NoneLook at the account before I ring a retailer back. Just the timeline. Two minutes.
- Callie Brennan NonePerfect. And Aisha?
- Aisha Rahman NoneTry the Monday question in chat against my hand-built numbers, and write down where they differ. And send you the list of names for the other seats.
- Callie Brennan NoneThat's two habits and one homework, which is a good session. What I'll do: I'll send you both a short setup note today with what we covered, the filter tip, the code search tip and the page notes. I'll check the duplicate ticket thing and come back to you, Aisha. And I'll book the next session for the admin side so you're not left on your own with it.
- Aisha Rahman NoneI'd appreciate that. I'm happy to be the admin, I just don't want to be the only one who knows how it works.
- Callie Brennan NoneYou won't be. That's my job, getting you to the point where you can run it without me. Anything else before we stop? Any questions at all?
- Dean Hargreaves NoneNo. Nope. Think I've got it. Might need ringing if it goes odd.
- Callie Brennan NoneEmail me or ring me, either way. Right, thanks both, that was a good first session. Speak soon.
- Aisha Rahman NoneThanks, Callie. Thanks, Dean. Speak soon.
- Dean Hargreaves NoneCheers, mate. Cheers, Aisha.
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