Brindlecote Insurance Brokers / BB-Demo – Training
Callcompleted
Brindlecote Insurance Brokers: documents · 2023-07-12 12:45
Training call on 12 Jul 2023 with Toby Underwood and Kirsty Rigby, about two weeks after go-live. Both left comfortable with dashboards, chat queries and exports, and Tobias promised a quick-start deck and a check-in session in a month.
What was said
What this says
Current to 11 Oct 26Training call on 12 Jul 2023 with Toby Underwood and Kirsty Rigby, about two weeks after go-live. Both left comfortable with dashboards, chat queries and exports, and Tobias promised a quick-start deck and a check-in session in a month.
What happened: Tobias walked through the dashboard builder, chat queries, advanced filters, saved queries and CSV or Excel export. Kirsty said she was using the brain for renewals but not yet getting the best from it.
Customer view: Kirsty said the session was really useful and that she now knew how to use it. Toby said he felt good about supporting the team.
Commercial: Dashboards are a Growth feature in the offering map, and the call does not show which tier Brindlecote holds. Toby, as admin, manages permissions and could standardise useful dashboards as templates.
Watch: Toby is the admin and the main internal supporter, so he is a single point of dependence. Tobias promised a deck and a second session in a month, and the evidence does not show either was delivered.
Themes
Current to 9 Oct 26Theme
Dashboards and chat training
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias Renwick sends the quick-start deck and query cheat sheet.
- Tobias Renwick holds a check-in session about a month after this call.
Risks
Current to 9 Oct 26- Toby Underwood is the sole named admin, so the team leans on one person.
- Kirsty Rigby said she was not yet getting the best out of the brain.
Opportunities
Current to 9 Oct 26- Renewal-focused dashboards built by Kirsty could become team templates and show value.
Transcript
Tobias Renwick NoneHi both. Good to see you. This is the training session, how are you getting on with the brain so far?
Toby Underwood NoneIt's been live a couple of weeks now. People are using it, which is good.
Kirsty Rigby NoneI've been using it for renewals. It's faster than the old way, but I'm not sure I'm getting the best out of it yet.- Tobias Renwick NoneThat's what today's for. So I'm going to walk you through building a custom dashboard, something you can configure for your renewal questions, and then we'll go into the chat queries and some advanced filters.
- Tobias Renwick NoneLet's start with dashboards. On the left here, you've got a bunch of pre-built pages: risk clients, claims by month, call volume. But you can also build your own. Here's the builder. You drag a card from the library: say, top clients by call volume, and it shows up on your dashboard.
- Tobias Renwick NoneThen you can filter it. So Kirsty, if you want to see only clients coming up for renewal in the next 60 days, you'd click on this filter here and set the date range.
- Kirsty Rigby NoneSo I build one dashboard that's my renewal view?
- Tobias Renwick NoneExactly. You could even have a few: one for renewals at risk, one for high-touch clients, whatever makes sense.
- Toby Underwood NoneCan other people see these? Or are they just for Kirsty?
- Tobias Renwick NoneYou control that. You can share it with a team, make it read-only, or keep it private. Toby, as an admin, you can see all dashboards and manage permissions.
- Toby Underwood NoneGood. And if someone builds something useful, we'd want to make it standard across the team.
- Tobias Renwick NoneYou can do that. Just flag it to me and we can copy it, make it a template. Now, let me show you the chat interface. This is the, honestly, the bit that's most powerful.
- Tobias Renwick NoneYou just type what you want to know. So if Kirsty wanted to ask: show me clients with more than five calls in the last two months who have a renewal in the next 30 days: she'd just type that, and the brain searches.
- Kirsty Rigby NoneAnd it understands that, it gets the query right?
- Tobias Renwick NoneIt's usually right. Sometimes it'll ask a clarifying question, like, which field do you mean by renewal date, but most of the time it just works. And if it gets it wrong, you can rephrase.
- Toby Underwood NoneSo it's pretty conversational?
- Tobias Renwick NoneExactly. You can have a back-and-forth. Ask a follow-up, drill into a result, whatever. No need to know SQL or anything like that.
- Kirsty Rigby NoneWhat happens if the data's wrong? Or stale?
- Tobias Renwick NoneGood question. The brain refreshes nightly from your systems, so it's never more than a day old. If your CRM data is wrong, then yes, the brain will reflect that, garbage in, garbage out. But we'll check the data flow during onboarding, make sure it's clean.
- Toby Underwood NoneHow do we know if a refresh has failed?
- Tobias Renwick NoneYou'll see a status indicator on the brain, green if it's fresh, yellow if there's a lag. If it stays yellow, get in touch with us and we'll diagnose it.
- Tobias Renwick NoneAlright, let me show you the advanced filters. If you want to exclude certain clients, or focus on a specific region, you can set that up as a default view. Toby, as admin, you'd manage these.
- Toby Underwood NoneHow granular can we get?
- Tobias Renwick NoneVery. Any field in your CRM or calls data, you can filter on. Client size, claim type, last call date, whatever you track.
- Kirsty Rigby NoneAnd people can save their own filters?
- Tobias Renwick NoneYep. You'll see a save button next to each query. Name it, and you can rerun it anytime.
- Toby Underwood NoneCan we export the results?
- Tobias Renwick NoneCSV or Excel, click the export button and it downloads. Some people use that for reports or to feed into other tools.
- Kirsty Rigby NoneThis is really useful. I feel like I know how to use it now.
- Tobias Renwick NoneExcellent. So, anything else? Or are you both comfortable running with this now?
- Toby Underwood NoneOne thing, if we have a question we can't answer, how do we get help?
- Tobias Renwick NoneYou've got me on this account, and also Daniel, your CSM, he'll be checking in regularly. Either of us, just ask. If it's something our team needs to build or fix, we'll track it.
- Tobias Renwick NoneRight. I'll send over a deck with some quick-start tips, a cheat sheet for common queries. And I'll do a second session in a month just to check in, make sure everyone's comfortable.
- Kirsty Rigby NoneCheers, Tobias. This was really helpful.
- Toby Underwood NoneYeah, thanks. I feel good about supporting the team on this now.
- Tobias Renwick NoneBest. I'll speak to you both soon.
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