Vantrell Software / BB-Demo – Training
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Vantrell Software: documents · 2024-08-12 15:45
Callie Brennan trained Dan Dyson's sales team on search and chat a week after go-live. Dan was pleased and wants saved pages later. A dashboard builder session was promised in a couple of weeks.
What was said
What this says
Current to 11 Oct 26Callie Brennan trained Dan Dyson's sales team on search and chat a week after go-live. Dan was pleased and wants saved pages later. A dashboard builder session was promised in a couple of weeks.
What happened: Callie ran a 90 minute training session for the sales team on the query interface, using Vantrell's live Salesforce, Zendesk and Xero data. Dan asked about industry search, unclear queries and saving pages.
Customer view: Dan said the team was clear and reacted warmly to the speed of results. He saw direct use for outreach and for the CSM team viewing tickets against accounts.
Commercial: This is early adoption, with no price or renewal talk. The dashboard builder and pages workshop is the natural next engagement step.
Watch: The follow-up depends on BB-Demo sending the cheat sheet and pages guide and booking the second session.
Themes
Current to 9 Oct 26Theme
Sales team onboarding 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- Callie Brennan to send the cheat sheet and the guide on building pages.
- Callie Brennan to book the dashboard builder session with Dan Dyson.
Risks
Current to 9 Oct 26- Adoption could stall if the promised pages workshop and cheat sheet are not delivered.
Opportunities
Current to 9 Oct 26- A pages and dashboard builder workshop for the sales and CSM teams could deepen use.
Transcript
Callie Brennan NoneHi Dan, how are you? Good to connect. This is the training session for your sales team, right?
Dan Dyson NoneYeah, that's right. We've had the brain live for about a week now and I want to get the team comfortable with asking questions.- Callie Brennan NonePerfect. So what I'll do is walk through the query interface, show you how to search across your Salesforce and support data together, and then we'll do a few worked examples with your actual data. Sound OK?
- Dan Dyson NoneGreat. My team is on the call as well, I've got everyone here.
- Callie Brennan NoneExcellent. Right, so the brain sits on top of your Salesforce, your Zendesk tickets, and Xero. Everything is joined by customer, so if you ask it 'show me all accounts with open support tickets', it pulls from both systems.
- Dan Dyson NoneOK, that's what we want. Our CSM team especially will want to see tickets against accounts.
- Callie Brennan NoneExactly. So the interface has three main sections: search, where you just type in natural language; pages, which are custom reports you build; and chat, where you have a back-and-forth with the brain. Let me show you search first. I'll grab your live environment and we'll do a real example.
- Dan Dyson NoneCan we search for customers by industry?
- Callie Brennan NoneYes. You can search by anything that's in your Salesforce: industry, region, account size, anything. And you can also search by customer health, which the brain works out by combining support ticket volume with product usage. So you could ask 'show me all large accounts in London with more than five open tickets in the last month'.
- Dan Dyson NoneThat's really useful for our outreach team.
- Callie Brennan NoneExactly. Let me walk through a few examples with your actual data and then you can have a go. I'll type in a query and show you what the brain returns.
- Dan Dyson NoneWhat happens if the brain doesn't understand something we ask?
- Callie Brennan NoneIt will tell you. It says 'I'm not sure' and asks you to clarify. So if you ask something ambiguous, you just rephrase it and try again. The interface is very forgiving. And if you keep getting stuck on something, that's what the chat function is for, you can have a real back-and-forth with the brain until you get what you need.
- Dan Dyson NoneGood to know.
- Callie Brennan NoneNow, pages are where you get more advanced. You can build custom dashboards and save searches, so your team has one place to look for the data they need every day. That's usually something you set up after you've got comfortable with the search function.
- Dan Dyson NoneWhen does that come in?
- Callie Brennan NoneA couple of weeks in, once the team is used to asking questions. We can run a pages workshop then. For now, focus on search and getting the team confident with natural language queries. Any questions?
- Dan Dyson NoneI don't think so. I think my team are clear. Can we just do a couple of live examples?
- Callie Brennan NoneOf course. Let me search for accounts in London with more than two open support tickets. Watch what comes back.
- Dan Dyson NoneWow, that was instant.
- Callie Brennan NoneYeah, it's quick. Now let me try a different one...'show me all accounts that haven't had a support ticket in the last three months'. That's useful for spotting customers who might be using less.
- Dan Dyson NonePerfect. And we can build pages that save these queries?
- Callie Brennan NoneExactly. Once you've got a query you like, you can save it as a page and put it on your dashboard. That's a second step, but it means you don't have to type the same thing every day.
- Dan Dyson NoneGreat. I think that's everything my team needs for now.
- Callie Brennan NoneBrilliant. I'll send over a cheat sheet with some example queries that work well for sales teams, and the guide on how to build pages. In a couple of weeks, once you've had time to play with it, we can do another session on the dashboard builder. Sound good?
- Dan Dyson NonePerfect. Thanks, Callie.
- Callie Brennan NoneYou're welcome. Cheers, Dan. Speak soon.
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