Brannock Medical Supplies / BB-Demo – Training
Callcompleted
Brannock Medical Supplies: documents · 2024-07-02 12:15
Callie Brennan trained Lee Garside, a self-described sceptic, and Sunita Bains. Lee found open queries he had not known about and an overdue order, and Sunita offered to run the next session for other account managers herself.
What was said
What this says
Current to 11 Oct 26Callie Brennan trained Lee Garside, a self-described sceptic, and Sunita Bains. Lee found open queries he had not known about and an overdue order, and Sunita offered to run the next session for other account managers herself.
What happened: Callie ran a hands-on training on chat, trust pages, pinned pages and sharing. Lee asked about his NHS trusts and found delivery queries he had not seen, two from the previous week.
Customer view: Lee began as a sceptic and said he was less of one after the first answer. His overdue-orders query surfaced an item three weeks old, which he planned to chase straight after the call.
Commercial: Lee noted forty seats and asked whether the whole team gets access. Sunita wants to run the next session with the other account managers using Lee's example, which points to wider adoption of the Growth subscription.
Watch: Callie said the brain reads what is in the CRM, so a wrong CRM means wrong answers. Sunita is tidying CRM data, and trust in answers depends on that.
Themes
Current to 9 Oct 26Theme
Hands-on training, sceptic won over
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 to send Sunita the training outline and setup note by the end of the day.
- Lee to attend Sunita's session and tell the two-queries story.
Risks
Current to 9 Oct 26- Answers are only as good as the CRM data, which Sunita is still tidying.
- Adoption depends on Lee and Sunita passing the story to the wider team.
Opportunities
Current to 9 Oct 26- Sunita will run a session for the other account managers, widening use across the forty seats.
- Pinned trust pages could become a routine before renewal meetings.
Transcript
Callie Brennan NoneHello, hello. Lee, welcome, can you hear me? And Sunita, hi.
Lee Garside NoneHi Callie. Yes. I'm in a meeting room, hope the echo's not bad.
Sunita Bains NoneHi both. Lee, we're in the same building and you're still on a call. Fun.- Lee Garside NoneI was queueing for a coffee and wanted to dial in on time. Habit.
- Callie Brennan NoneLovely. So, the plan. This is a training session, and it's long, but we'll take it gently. First, how to ask a question and read the answer. Second, finding things by trust. Third, the pages and what to do when you don't trust an answer. Then, most importantly, you try your own questions, Lee, on your own accounts.
- Lee Garside NoneSounds right. I'd say I'm a sceptic, so I'll be trying to break it.
- Callie Brennan NoneGood, please do. Sharing my screen. This is the chat window. Type like you'd ask a colleague. Let's try, which of my NHS trusts have open delivery queries?
- Lee Garside NoneWait, 'my' trusts? How does it know which are mine?
- Callie Brennan NoneYour login. Sunita set you up as an account manager, and the CRM owner field decides which accounts are yours. If it's wrong, that's a CRM thing, not a brain thing.
- Sunita Bains NoneAnd I'll say, I've checked yours. You've got the NHS ones.
- Callie Brennan NoneThere. Look. Five trusts, with the number of open queries. Click on the first. It takes you through to the trust page.
- Lee Garside NoneHang on. That one, they've got queries in there I didn't know about. Two of them are from last week.
- Callie Brennan NoneSo that's it working. Those would have been sitting in the helpdesk until someone went looking.
- Lee Garside NoneHonestly, that's most of my week. Looking. Okay, I'm less of a sceptic already, but go on.
- Callie Brennan NoneNow, the answer itself. See the sources below? Always check those. Click one. It opens the original ticket. If the summary says something and the ticket says something else, trust the ticket and tell Sunita.
- Lee Garside NoneDoes it ever just make things up?
- Callie Brennan NoneIt's built to say when it doesn't know, and to show its working. But it reads what's there. If the CRM is wrong, it will be wrong too. So that's why the sources matter.
- Sunita Bains NoneAnd that's why I'm tidying the CRM. Sorry, Lee, that's the price. You'll be hearing from me about dates in notes fields.
- Lee Garside NoneI've been expecting that email for a month.
- Callie Brennan NoneRight. Second part, by trust. Let me search for one by name. See, you can type just the first few letters. And here's the trust page. Orders, queries, contacts, contract, and a timeline across the lot.
- Lee Garside NoneThe timeline's good. That one, it's got the contract renewal, an order, a complaint, an email from the procurement lead. All in a line.
- Callie Brennan NoneIt's the one I'd use most before a trust meeting. Two minutes and you know what's happened since you last spoke.
- Lee Garside NoneRight. Can I try something? I've got a renewal coming up with one of the bigger trusts. Can I ask it what they've said about delivery in the last few months?
- Callie Brennan NoneGo for it. Type it exactly as you said it.
- Lee Garside NoneOkay. What has this trust said about delivery since the start of the year. Enter. It's thinking.
- Lee Garside NoneThat's... huh. It's pulled a complaint about a late delivery, and a thank-you email I'd forgotten about. And a note from a colleague saying their driver was changed.
- Sunita Bains NoneThat's the driver one Helen mentioned. It's the same story.
- Callie Brennan NoneThat's a good one to walk into a renewal with. Mixed picture, and you know exactly where.
- Lee Garside NoneCan I save that? I'd like to come back to it.
- Callie Brennan NoneYes. Top right, pin it. It goes to your pages, and every time you open the page, it refreshes against the latest data.
- Lee Garside NoneThat's handy. So I could have a page per trust.
- Callie Brennan NoneExactly. Some people build one for their top ten. Some just keep one for what's due this month. You'll find your own way.
- Sunita Bains NoneCallie, can I ask the admin side? If Lee builds a page, can the others see it?
- Callie Brennan NoneOnly if he shares it. Default is private. Lee, there's a share button, and you pick people or a group. You can try it with Sunita now.
- Lee Garside NoneShare with Sunita. Done. Sunita, anything?
- Sunita Bains NoneGot it. It's in my list. Good.
- Callie Brennan NoneLast bit, then your turn properly. If an answer feels wrong, there's a thumbs-down and a comment box. Use it. Sunita sees those, and so do we. It's how it gets better for your data specifically.
- Lee Garside NoneHonest question. We have forty seats, right? So everyone in the team gets this?
- Callie Brennan NoneThat's the plan. Sunita adds them in groups, and I'd suggest you tell them what you found today. A story's better than a feature list.
- Lee Garside NoneI'll tell them about the two queries I didn't know about. That'll do it.
- Callie Brennan NonePerfect. Okay, hands on. Ten minutes, ask what you like, I'll stay quiet unless you get stuck.
- Lee Garside NoneRight. What orders are overdue for confirmation, by trust.
- Lee Garside NoneOkay, that's a long list. Is it sorted by anything?
- Callie Brennan NoneYou can click the column header, or just ask it to sort by oldest first.
- Lee Garside NoneSort by oldest first. There. Oh, the top one is three weeks old. I'm calling them after this.
- Sunita Bains NoneLee's found his first win.
- Callie Brennan NoneBrilliant. Keep going, I'm watching.
- Lee Garside NoneWhich care homes have ordered less this quarter than last. Hm, it's asking me what I mean by less. Count or value?
- Callie Brennan NoneAnswer it. It's checking so it doesn't guess. Value is probably what you want.
- Lee Garside NoneValue. Right. Eleven care homes. Wait, I can't type that, that's not a digit I should say. Sorry. A good number of them. Some I know about, a couple I don't.
- Callie Brennan NoneThat's your list for the week, then. Sunita, any questions on your side before we wrap?
- Sunita Bains NoneOnly that I'd like to run the next session with the other account managers myself, using Lee's example. Is that okay?
- Callie Brennan NoneMore than okay, it's what I'd hoped for. I'll send you the training outline and the setup note by the end of the day, and you can adapt it.
- Lee Garside NoneCan I be there? I'll tell them the story.
- Callie Brennan NonePlease. Right, that's us. Thanks both, that was a good one. Speak soon. Thanks, Callie.
- Lee Garside NoneCheers Callie. Thanks Sunita.
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