Hollins Tarrant / BB-Demo – Check In
Callcompleted
Hollins Tarrant: documents · 2024-06-12 14:00
Jenna Price says the brain is doing what the team hoped and consultants use it to check a client's position before calls. Usage is about three people, most questions come from two, and she declined another session in favour of a written guide.
What was said
What this says
Current to 10 Oct 26Jenna Price says the brain is doing what the team hoped and consultants use it to check a client's position before calls. Usage is about three people, most questions come from two, and she declined another session in favour of a written guide.
What happened: Marcus Bell ran a short check-in on 12 Jun 2024. Usage is up, no tickets were raised that month and refresh was on time every day.
Customer view: Jenna says consultants use it to see what is open, placed or complained about before ringing a client. She also mentions one answer that felt out of date but turned out to be right.
Commercial: Rob has been asking what the company gets for the subscription. He is asking less now that the team has shown they use it, and Marcus will send him a one-page summary.
Watch: Most questions come from two people, which is a key-person risk. Jenna parked a second training session because the recruitment desks are busy, so Marcus offered a written guide instead.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Jenna Price the written guide of best questions within the week.
- Marcus Bell to send Rob a one-page summary of what the team gets from the brain.
- Jenna Price to note the question and time if an answer looks out of date again.
Risks
Current to 9 Oct 26- Most questions come from two people, so usage depends on a small group.
- Rob has been questioning what the company gets for the subscription, and the value case is still needed.
- Jenna mentioned an answer that felt out of date, and she may be slow to report any repeat.
Opportunities
Current to 9 Oct 26- A written guide of the best questions could widen usage without another meeting.
- A one-page summary for Rob can turn the team's usage into a value case ahead of renewal.
Transcript
Jenna Price NoneHello, Marcus? Sorry, I'm a bit late. I think I'm on mute. Can you hear me?
Marcus Bell NoneI can now. Afternoon, Jenna. Don't worry, I'd only just joined myself.- Jenna Price NoneOh good. It's been one of those days. Somebody's laptop died and of course that landed with me.
- Marcus Bell NoneAlways does. Let me share my screen. I just want to cover how usage looks, what the team's been asking it, and whether there's anything getting in your way. Quick one.
- Jenna Price NoneLovely. Go on.
- Marcus Bell NoneSo, the usage. It's gone up again. You're at about three people regularly now, which is a steady climb since the start of the year. The consultants you got on from the session are still coming back, which is the bit I look at most.
- Jenna Price NoneThey are. I've noticed a couple of them mention it in the Monday meeting. Somebody said, 'ask the brain', as a joke, and then actually did.
- Marcus Bell NoneHa. That's how you know. Do you know what they're using it for most now?
- Jenna Price NoneMostly checking where a client stands before they ring them. What's open, what's been placed, if there's been a complaint. I think it's stopped them walking into calls blind.
- Marcus Bell NoneThat matches the questions I can see. Lots of 'what's the position with this client' type of thing. Which is the pipeline and the tickets together, which was the reason you bought it.
- Jenna Price NoneYes. It's doing what we hoped. I know that sounds like I'm being polite but it genuinely is.
- Marcus Bell NoneNot at all, I'll take it. On the health side, no tickets this month, nothing flagged, refresh is on time every day. Any problems from where you sit?
- Jenna Price NoneNo. Well, one small thing. A consultant said an answer felt a bit out of date, and then she checked and it was right. So maybe I'm just being nervous.
- Marcus Bell NoneThat's worth mentioning. If it happens again, can you jot down the question she asked and roughly when? Then I can have a look at what it was pulling from.
- Jenna Price NoneI will. Though, sorry, you know me, I'll probably tell you in three weeks.
- Marcus Bell NoneThat's fine. Just a line in an email is plenty.
- Marcus Bell NoneThe other thing, and you've heard me say it before, is that most of the questions come from two people. If you wanted, I could do another session for the people who haven't tried it. It worked well last time.
- Jenna Price NoneCan we park that for now? Not because it's a bad idea. It's just that the recruitment desks have got a lot on, and I'd rather not add a meeting.
- Marcus Bell NoneUnderstood. How about this, I make a short written guide with the questions that work best and you send it round whenever suits. No meeting.
- Jenna Price NoneOh, that's easier. Yes please. I could drop it in the Monday note.
- Marcus Bell NoneDone. I'll get it over to you this week, hopefully the next day or two.
- Jenna Price NoneBrilliant. Thank you.
- Marcus Bell NoneIs Rob still asking what you're getting for it?
- Jenna Price NoneA bit less now. He got a bit of a surprise when the team said they actually use it. I think that helped.
- Marcus Bell NoneGood. I'll put together a one-page summary he can look at in a minute, nothing technical.
- Jenna Price NoneHe'd like that. He doesn't read anything longer than a page.
- Marcus Bell NoneA page it is. Right, I think that's it from me. Anything else from you?
- Jenna Price NoneNo, I don't think so. Thanks Marcus. Sorry again for being late.
- Marcus Bell NoneHonestly, no problem. I'll send the guide and the summary. Thanks, Jenna. Speak soon.
- Jenna Price NoneBye.