Dunholm Precision / BB-Demo – Onboarding
Callcompleted
Dunholm Precision: documents · 2025-01-07 10:00
Callie Brennan ran Ruth Ackroyd's four test questions on the loaded sources. Duplicate tickets and empty order fields showed up as limits. Ruth wants first users in now, with caveats in the invitation, and the call recorder is the next connector.
What was said
What this says
Current to 11 Oct 26Callie Brennan ran Ruth Ackroyd's four test questions on the loaded sources. Duplicate tickets and empty order fields showed up as limits. Ruth wants first users in now, with caveats in the invitation, and the call recorder is the next connector.
What happened: Callie demonstrated the brain on Ruth's questions. The open-orders view was right first time for Ruth, who said it replaces an hour with two spreadsheets.
Customer view: Ruth tested the answers against what she knew. Two inspectors raising the same issue counted as separate tickets, and one recent ticket had no order number so it did not join.
Commercial: Ruth asked for first users to go in and for caveats in the invitation. The call recorder connector is the next piece of work and depends on written access from the sales engineering manager.
Watch: both gaps are process issues at Dunholm Precision, so adoption depends on Ruth's team using the duplicate status and Nathan making the order field required.
Themes
Current to 9 Oct 26Theme
Onboarding first questions
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Nathan Booth to request call recorder access and make the order field required on new tickets this week, telling Callie the day.
- Callie Brennan to draft the invitation wording, the duplicate count and the updated setup note.
- Ruth Ackroyd to have her team use the duplicate status in the helpdesk.
Risks
Current to 9 Oct 26- Duplicate tickets are counted as separate tickets until the team marks them with the duplicate status.
- Tickets without an order number do not join to orders, so some quality history is hidden in the order view.
- Call material is not available until the sales engineering manager gives written read-only access to the recorder.
Opportunities
Current to 9 Oct 26- The open-orders-with-quality-history view saves Ruth about an hour of manual spreadsheet work per query.
- Connecting the call recorder would deepen the brain's roots at Dunholm Precision.
Transcript
Callie Brennan NoneMorning, both. Happy new year. Plan for the hour: review the two sources now loaded, go through the questions Ruth sent, and agree when the first users go in. Then the call recorder.
Ruth Ackroyd NoneMorning. What's changed since the last time? Nathan tells me the held-out parts are sorted.
Nathan Booth NoneMostly. I settled most of them myself, the planners confirmed a few more, and a handful are still unknown. I sent the sheet back to Callie.- Callie Brennan NoneI've applied it, so the sheet is now a mapping. The unknowns stay as separate parts and are marked, so they don't pollute the grouped ones.
- Ruth Ackroyd NoneRight. Show me it working. I sent you four questions.
- Callie Brennan NoneI'll share my screen. Question one, from your list: which customers had a dimensional ticket against the same part more than once in the last quarter. I've typed it in as you wrote it.
- Ruth Ackroyd NoneGo on, then.
- Callie Brennan NoneIt's come back with a short list. Three customers. For each it gives the part, the tickets, the dates and a link to the ticket itself. The brain also shows which sources it used, so you can check.
- Ruth Ackroyd NoneHang on. Go back. That second customer. I know that one. It's one part, and I'd have said the issue was twice, not three times.
- Nathan Booth NoneLet me look. Is one of those a duplicate ticket? We do raise two for the same issue sometimes, when two inspectors catch it.
- Callie Brennan NoneLet me open the three. Two of them have the same time stamp within minutes, and the same description. That looks like a duplicate rather than a repeat.
- Ruth Ackroyd NoneSo the brain is right to show three tickets, and I'm right to say twice.
- Callie Brennan NoneBoth true. It's counting tickets. What it can't know is that two inspectors raised the same issue. I'd be careful before I called it a bug. It's a property of how the tickets are raised.
- Ruth Ackroyd NoneHm. Can it be told? Is there a way of saying these two are one?
- Callie Brennan NoneNot automatically, and I wouldn't want to guess. You could link duplicates in the helpdesk with a field or a tag, and then I can exclude them. That's a process decision for your team, rather than something I should hide in a mapping.
- Nathan Booth NoneWe have a duplicate status in the helpdesk already, I think. People don't always use it.
- Ruth Ackroyd NoneThey'll use it. I'll make them. Send me the evidence of how many aren't marked when you've got it.
- Callie Brennan NoneI'll add that to the list. Questions two and three, shall I run them?
- Ruth Ackroyd NonePlease.
- Callie Brennan NoneTwo: for a named customer, show me every open order against parts that have had a quality ticket in the last few months. I've used the customer you picked.
- Ruth Ackroyd NoneThat's the one I really want.
- Callie Brennan NoneAnd here it is. A list of open orders with delivery dates, and against each the related tickets. It's sorted by the earliest delivery date. So what you can see at a glance is which orders are due soon and carrying a quality history.
- Ruth Ackroyd NoneRight first time. That's what I'd do by hand with two spreadsheets and an hour.
- Ruth Ackroyd NoneWait. This one. The third order down. It's not got a ticket shown, but I know there was one.
- Nathan Booth NoneThat might be the reference field again. If the ticket doesn't have the order number, it can't join.
- Callie Brennan NoneLet me check. Yes. That ticket is in the system, against the right customer and part, but the order field is empty. So it appears under the part but not under the order.
- Ruth Ackroyd NoneSo it's there, but it's not where I'd look.
- Callie Brennan NoneIn this view, yes. If you ask by customer and part rather than by order, it's shown. That's the honest limitation of the join, and I flagged it for the older tickets. This is a more recent one, so it's worth knowing.
- Ruth Ackroyd NoneThen I need the field filled in at source. Nathan, can we make it mandatory?
- Nathan Booth NoneI can make it required on new tickets. It won't fix old ones. And someone will complain when they don't have the number to hand.
- Ruth Ackroyd NoneThey can find the number. It's their job.
- Callie Brennan NoneIf you make it required, tell me the day, and I'll record it in the note, so when someone asks later why tickets before a certain date don't join, there's an answer.
- Nathan Booth NoneI'll do it this week and tell you.
- Callie Brennan NoneQuestion three. Which sales-engineer calls mention a delivery commitment for this customer? That one I can't answer yet, because the call recorder isn't connected. So that's the next connector.
- Ruth Ackroyd NoneWhen?
- Callie Brennan NoneI need written access to the call recorder. Nathan, who owns that?
- Nathan Booth NoneThe sales engineering manager has the admin rights. I'll ask them today, and I'll say what it's for and that it's read-only.
- Callie Brennan NoneThat's all I need. A written yes, and a service account if the recorder supports one. Once I have it I'll start, and I'll tell you the date I've got it, not before.
- Ruth Ackroyd NoneFine. And the first users?
- Callie Brennan NoneI'd say now is right. The two you named, plus yourself. With the caveats in the setup note: tickets before a certain period join less well, duplicates count as tickets, and the call material isn't there yet.
- Ruth Ackroyd NonePut those caveats in the invitation, not just in a note nobody reads.
- Callie Brennan NoneGood point. I'll draft the invitation wording, and Nathan can send it from your side so it comes from someone they know.
- Nathan Booth NoneThat works.
- Callie Brennan NoneActions, then. Nathan: the call recorder access request, the required field on new tickets with the day, and sending the invitations once I've sent the wording. Me: the wording, the duplicate count, and the updated setup note. Ruth: your team to start using the duplicate status.
- Ruth Ackroyd NoneDone. Next call?
- Callie Brennan NoneNext Tuesday, same time. Thanks, both.
- Nathan Booth NoneThanks, Callie. Bye.
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