Dunholm Precision / BB-Demo – Onboarding
Callcompleted
Dunholm Precision: documents · 2025-01-14 12:30
After a week of use by three people, Ruth Ackroyd reported a mixed experience: fast answers but one stale order caught. Call recorder connector now live. Callie Brennan drafted the setup note and onboarding is nearly finished.
What was said
What this says
Current to 11 Oct 26After a week of use by three people, Ruth Ackroyd reported a mixed experience: fast answers but one stale order caught. Call recorder connector now live. Callie Brennan drafted the setup note and onboarding is nearly finished.
What happened: Ruth said three people used the brain properly for a week. A customer query that would have taken most of an hour took a couple of minutes.
Customer view: Ruth caught an order shown as open that had been delivered. It was the nightly refresh timing, and she wants the refresh time more visible on answers.
Commercial: Ruth wants two sales engineers added as users, with plenty of room under the licence of forty. She values finding delivery commitments in calls, which she called the value.
Watch: three known gaps remain and Nathan must warn BB-Demo before changing a source system, as that is the commonest reason a connector stops loading.
Themes
Current to 9 Oct 26Theme
First week, freshness, handover
Importance
upsell
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to send the setup note, refresh run times and user guidance line by the end of the week, with the two lists to Nathan the same day.
- Nathan Booth to identify the unmatched calls by next Tuesday.
- Ruth Ackroyd to name the two sales engineers and have her team use the duplicate status.
Risks
Current to 9 Oct 26- Answers reflect the last nightly refresh, and the refresh time in the sources panel is easy to miss, so users may trust stale answers.
- Three known gaps remain: tickets without an order reference, unmarked duplicate tickets and unmatched call customer names.
- A change to a source system without warning could quietly stop a connector loading.
Opportunities
Current to 9 Oct 26- Ruth wants sales engineers added as users, two first, well within the licence of forty.
- Finding delivery commitments in recorded calls is the value Ruth named, and the call recorder connector is now live.
Transcript
Callie Brennan NoneHello, both. Plan for the next hour: first, how the first users are getting on. Second, the call recorder connector, which went live this week. Third, the handover note and what happens next. Does that work?
Ruth Ackroyd NoneFine. I'll start. What changed since last time on my side is that we've been using it for a week. Properly. Three of us.- Callie Brennan NoneBrilliant. How did it go?
- Ruth Ackroyd NoneMixed, honestly. The order and ticket questions, good. It answered a customer query in a couple of minutes that would have taken me most of an hour. But I caught a wrong answer on Wednesday and I don't let those go.
- Callie Brennan NoneThanks for telling me straight. What was the question, and what was wrong?
- Ruth Ackroyd NoneI asked for the open orders for one customer due this month. It gave me a list, but one had already been delivered. The order system said delivered. The brain said open.
Nathan Booth NoneThat might be my fault. I looked at it afterwards. The order was marked as delivered during the day, and the brain only picks up changes overnight. So on Wednesday morning it was still open, which was right as of the night before.- Ruth Ackroyd NoneIt was right for yesterday. I wasn't asking about yesterday.
- Callie Brennan NoneThat's a fair point and I want to be clear about it rather than defend it. The brain is as fresh as the last nightly refresh. If something changes in the order system at ten in the morning, you'll see it the next morning. For a view of today's deliveries, the order system itself remains the source of truth.
- Ruth Ackroyd NoneThen it should say so on the answer. When it was last refreshed.
- Callie Brennan NoneIt does show the refresh time on the answer, in the sources panel at the bottom. Let me share, I'll show you. Easy to miss.
- Callie Brennan NoneThere. Under the answer, sources, and each source has the last refreshed time. It's small. I can see why you'd miss it.
- Ruth Ackroyd NoneI did miss it. And so will the others. Can that be made more obvious?
- Callie Brennan NoneI can't change the product's screens from here, but I'll pass that on as a request. In the meantime, I'll put a line in the user guidance for your team: answers reflect last night. That's the easy thing I can do today.
- Ruth Ackroyd NoneDo that. And send me the evidence of when the refreshes ran this week, so I know what they were.
- Callie Brennan NoneI'll pull the run times from the status page and put them in the note.
- Nathan Booth NoneI've been checking it each morning, as Callie showed me. It's completed every day this week, early. By seven, every time, give or take.
- Callie Brennan NoneGood, thank you, Nathan. That's the habit I was hoping for.
- Callie Brennan NoneNow the call recorder. Access came through, thanks to Nathan and the sales engineering manager. I connected it on Monday. The calls have loaded back to the start of last year, because that's how far the recorder keeps them.
- Ruth Ackroyd NoneRight. So the third question on my list works now.
- Callie Brennan NoneLet's see. Which sales-engineer calls mention a delivery commitment for this customer. I'll use the same customer as before.
- Callie Brennan NoneIt's returned a few calls. For each, the date, the people on it, and the passage where a delivery was mentioned. Here's one where the engineer says they'd get it to them before the end of the month.
- Ruth Ackroyd NoneHold on. Who was that engineer? And was that a commitment, or a hope?
- Callie Brennan NoneThe call lists the speaker. And that's a good challenge. The brain finds the passage. Whether it's a commitment is your judgement, and I'd not want it deciding that for you.
- Ruth Ackroyd NoneGood. I don't want a machine promising on our behalf. But finding it, that's the value. I've spent whole afternoons listening for exactly this.
- Nathan Booth NoneDo the transcripts match the order records, as in does it know the customer from the call?
- Callie Brennan NoneIt's matching on the customer name in the call title and attendee list. That works for most. Where a call has a nickname or a short name for the customer, it can miss. I'd suggest we look at the unmatched ones together. There are a few.
- Nathan Booth NoneSend me the list and I'll tell you who they are.
- Callie Brennan NoneWill do. So that's one more list for you, Nathan, and the sales engineers will recognise their own customers faster than I can.
- Ruth Ackroyd NoneI'd like the sales engineers on as users. Not all at once. Two of them first.
- Callie Brennan NoneAgreed, and that's sensible. Remember you're licensed for forty, so there's plenty of room. I'd keep the pace you've set, a few at a time, so each group gets the guidance and you hear what they say before the next.
- Ruth Ackroyd NoneRight. I'll name the two.
- Callie Brennan NoneNow, the handover. I don't hand over without a setup note, so I've drafted it. It lists the sources, who owns each, how the part references are mapped and why, the known gaps, the refresh timing, and the contacts.
- Ruth Ackroyd NoneKnown gaps. List them, don't soften them.
- Callie Brennan NoneThree at the moment. Tickets without an order reference, mostly before the field became required. Duplicate tickets counted as tickets until they're marked. And call matching where the customer name differs. Each has an owner on your side or mine, and what we're doing about it.
- Ruth Ackroyd NoneFine. That's honest.
- Nathan Booth NoneDoes the note say how to add a connector later? I might need to when we change something here.
- Callie Brennan NoneIt does, with the steps and who to ask. And a warning, which I'd repeat now. If you change a source system, say you move the helpdesk or rename a field, tell us beforehand. That's the commonest reason a connector quietly stops loading.
- Nathan Booth NoneUnderstood. I'll tell you before I change anything.
- Ruth Ackroyd NoneSo where does that leave us on onboarding? Is it done?
- Callie Brennan NoneNearly. The three sources are connected and the first users are in. What's left is the sales engineers going on, the duplicate and unmatched lists, and one more check on the refresh once the second group is using it. Then I'd call it finished, and Daniel carries it forward on adoption.
- Ruth Ackroyd NoneFine. Then actions, and I want them with dates.
- Callie Brennan NoneMe: the setup note, the refresh run times and the user guidance line, by the end of the week. The two lists to Nathan the same day. Nathan: the unmatched calls identified by next Tuesday. Ruth: the two sales engineers' names, and your team using the duplicate status. Then we meet again next Tuesday, same time.
- Nathan Booth NoneThat's fine by me.
- Ruth Ackroyd NoneRight. Thank you, Callie.
- Callie Brennan NoneThanks, both. Speak next week.
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