Corriemoor Foods / BB-Demo – Training
Callcompleted
Corriemoor Foods: documents · 2023-09-18 13:00
Callie Brennan ran go-live training for Priti Marsden on 18 Sep 2023. Salesforce and the call recorder are connected. Page building is Growth tier only, which Priti said she would think about.
What was said
What this says
Current to 11 Oct 26Callie Brennan ran go-live training for Priti Marsden on 18 Sep 2023. Salesforce and the call recorder are connected. Page building is Growth tier only, which Priti said she would think about.
What happened: Callie Brennan walked Priti Marsden through search, account call drill-down and the pre-built Active Accounts page. Both connectors were confirmed working and the nightly refresh was switched on.
Customer view: Priti found the call history useful for her account managers and said the support terms sounded reasonable. She was positive but not yet committed to any specific use.
Commercial: Priti asked to build her own page and was told page building sits on the Growth tier. That is a small upgrade signal, though she only said she would think about it.
Watch: Callie offered to build a custom view before close-out, and the call ended with only a setup guide promised. Callie then hands over to standard support after a week.
Themes
Current to 9 Oct 26Theme
Go-live training, Starter tier
Importance
upsell
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 to send Priti Marsden the setup guide by end of day on 18 Sep 2023.
- Priti Marsden to tell Callie of any view she wants built before close-out.
Risks
Current to 9 Oct 26- Adoption depends on one trainee and a setup guide, with handover to standard support after a week.
Opportunities
Current to 9 Oct 26- Priti wants her own pages, which are a Growth tier feature, so a Growth upgrade could be raised once she is using the brain.
Transcript
Callie Brennan NoneHi Priti, thanks for joining. So this is your go-live training on BB-Demo. You should have access to the portal already, have you been able to log in?
Priti Marsden NoneYeah, I got in this morning. It was a bit confusing at first, so I'm glad we're doing this.- Callie Brennan NonePerfect. So here's the plan for the next hour: I'll walk through the basics of how to use the brain, then we'll do a question session, and you'll be up and running. Sound good?
- Priti Marsden NoneYep, sounds good.
- Callie Brennan NoneRight. So before we switch on the refresh, I just want to confirm: you've got access to Salesforce and the call recorder, yeah?
- Priti Marsden NoneYeah, we're both connected. I tested them this morning.
- Callie Brennan NoneBrilliant. So the brain is now pulling in your Salesforce data: accounts, contacts, opportunities, and your calls from the recorder. That refreshes nightly. By tomorrow morning you'll see everything in the brain.
- Callie Brennan NoneThe main way you use it is the search box. You type in a question, in plain English, and the brain searches your data and gives you an answer. Let me show you.
- Callie Brennan NoneSo I'm going to ask: 'Show me all accounts in the foodservice sector.' And look, it's searched your Salesforce and brought back all the accounts tagged as foodservice.
- Priti Marsden NoneOK so that's straightforward. What if I want to see something more specific?
- Callie Brennan NoneGreat question. You can layer on more detail. So you could ask: 'Show me foodservice accounts that had a call in the last month.' And the brain will cross-reference Salesforce and the call recorder and bring back what you need.
- Callie Brennan NoneYou can also drill down. So from an account, you can see all the calls associated with it. You can read the transcript or listen to the recording. That maps cleanly.
- Priti Marsden NoneSo for my team, we're account managers, we could use this to check what's been said to a customer?
- Callie Brennan NoneExactly. You go to an account, you see all the calls, you can listen to what was discussed. If someone asked about pricing or terms, you've got that context.
- Priti Marsden NoneThat's really useful, actually.
- Callie Brennan NoneThe other key feature is Pages. These are saved views of your data that you can come back to. So I've set up a page called 'Active Accounts', it's a filtered list of all your customer accounts, sorted by last contact date.
- Callie Brennan NoneYou can see the account name, the sector, the last call, whether there's an open opportunity. You can customize the columns if you want.
- Priti Marsden NoneCan I add my own page if I want to see different data?
- Callie Brennan NoneNot yet, page building is on the Growth tier. For Starter, you get a few pre-built pages and you can customize them a bit, but you can't build from scratch. What I need from your side is: if there's a view you'd find useful, just let me know and I can build it for you before we close out.
- Priti Marsden NoneOK, I'll think about that.
- Callie Brennan NoneGood. The other thing to know: the data refreshes every night. So if a call gets recorded or a Salesforce record updates, you'll see it by tomorrow morning. That includes new calls, updates to accounts, new opportunities, everything.
- Callie Brennan NoneIf a connector stops working, like if the call recorder goes offline, we monitor it and alert you. You'll get an email saying the sync failed and we're investigating. We aim to fix it within 24 hours.
- Priti Marsden NoneWhat if something breaks and you can't fix it quickly?
- Callie Brennan NoneThat's rare, but if it happens you've got a 99.5% uptime commitment. In real terms, that's about two hours of downtime a month. If there's a longer outage, you get service credits.
- Priti Marsden NoneOK. And if I get stuck using it?
- Callie Brennan NoneYou open a support ticket. On Starter, we aim for a response within four business hours. If you need faster help, there's a Premium support add-on, but most teams don't need it.
- Priti Marsden NoneThat sounds reasonable.
- Callie Brennan NoneRight. So I'm going to send you a setup guide: it's got screenshots of the main screens, a glossary of terms, and some common queries you might want to try. That'll be your reference material.
- Callie Brennan NoneYou've also got my email and you can reach out anytime in the next week with questions. After that, you'll transition to the standard support team.
- Priti Marsden NoneGreat. I think I've got a handle on it now.
- Callie Brennan NoneBrilliant. So just to close the loop: I'll send you the setup guide by end of day. Give the platform a go for a week, and if you hit any issues or have questions, get in touch. Otherwise, you're all set.
- Priti Marsden NoneSounds good. Thanks, Callie.
- Callie Brennan NoneThanks, Priti. Speak soon.
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