Fairhallow Travel / BB-Demo – Demo
Callcompleted
Fairhallow Travel: documents · 2024-10-21 11:00
Demo to Fairhallow Travel's account management team on their sample extracts. Becky Lawton, Leanne Moss and Tariq Hussain liked the client pages and chat. Leanne wants the admin side shown next, and a second session was agreed.
What was said
What this says
Current to 11 Oct 26Demo to Fairhallow Travel's account management team on their sample extracts. Becky Lawton, Leanne Moss and Tariq Hussain liked the client pages and chat. Leanne wants the admin side shown next, and a second session was agreed.
What happened: Hannah Lowe showed a client page, the chat and connector options on sample data. Becky wanted bookings, tickets and review notes per client in one place, and the tickets-by-month view landed well.
Customer view: Becky said a recent client review went badly because the account manager could not say how many tickets the client had raised. Tariq valued getting a sourced answer before a client call.
Commercial: Becky said bookings, tickets and review notes would be enough to start with, which fits Tom Ashdown's staged approach. Dashboards were deferred to a later call.
Watch: Leanne held back approval until she sees the admin side. The booking system export is still unconfirmed, and Hannah owes a written answer on it.
Themes
Current to 9 Oct 26Theme
Demo on sample data
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown sends the invite for the second session with Becky and Leanne.
- Hannah Lowe writes up the booking system source question and covers admin and connectors next time.
Risks
Current to 9 Oct 26- Leanne Moss, who would run the brain, has not yet seen the admin and access side and is only happy so far.
- The booking system export is unconfirmed, so connector scope and effort are still open.
- Dashboards were not shown, so the customer has not yet seen the dashboards builder.
Opportunities
Current to 9 Oct 26- Becky Lawton wants a page per client for her team before the review cycle starts, which maps to pages and chat.
- A staged start on bookings, tickets and review notes leaves room to add sources and dashboards later.
Transcript
Tom Ashdown NoneMorning, all. Can everyone hear me alright? Becky, how's your week been so far?
Becky Lawton NoneOh, hectic, but I love it. I had a client review on Friday and the account manager couldn't tell the client how many service tickets they'd raised. Awkward. Which is exactly why we're here.- Tom Ashdown NoneNo drama, that's a common one. I've got Hannah with me, she's going to drive the demo on the sample extracts you sent over.
Hannah Lowe NoneHello, everyone. Before I share anything, what do you most need to know by the end of the hour?- Becky Lawton NoneCan we see it by client? That's my first question. Bookings, tickets, review notes, one place, per client.
Leanne Moss NoneAnd for me it's how it connects. I'd be the one looking after it, so I want to know what it needs from our systems and who can see what.
Tariq Hussain NoneI just want to ask it something before a client call and get a straight answer. At the moment I'm in about three tabs and a spreadsheet.- Hannah Lowe NoneGood, that gives me an order. To be precise, I'll start with a client page, then the chat, then the connectors for Leanne. Sharing my screen now. Can you see it?
- Becky Lawton NoneYes. Oh, that's tidy.
- Hannah Lowe NoneThis is one of your clients from the sample data. The brain has pulled in the bookings, the tickets from the helpdesk and the notes from your last two reviews, and it puts them on one page. Nothing here is typed in by hand.
- Becky Lawton NoneLove that. Can I see the tickets by month? The client always says things are getting worse and I never have the answer.
- Hannah Lowe NoneYes. The short answer is yes, the longer answer is that it depends on the ticket dates being clean in the helpdesk. Here, they are, so you get a count by month and you can open any one of them.
- Tariq Hussain NoneCan I just ask it? Like, what's the last thing this client complained about?
- Hannah Lowe NoneGo on, type it in the chat. I'll share the link so you can use the box yourself.
- Tariq Hussain NoneRight, it's come back with a ticket about a late invoice and it's quoted the line from the note. That's, yeah, that's what I'd have spent ten minutes finding.
- Tom Ashdown NoneThat's the bit people tend to like. It tells you where it got the answer, so you're not taking its word for it.
- Hannah Lowe NoneExactly. Every answer links back to the source record. I'll put that in writing for you, because it matters when someone asks how reliable it is.
- Becky Lawton NoneSorry, my team needs this before the review cycle starts. Is the chat the only way in, or can they get a page per client without asking anything?
- Hannah Lowe NoneBoth. The pages build themselves, and the chat sits on top. Dashboards are a separate piece, I'll show you those on a later call if you want them.
- Leanne Moss NoneRight, so the technical bit. Where does all of this actually live? Is it in your cloud or ours?
- Hannah Lowe NoneYours. BB-Demo is built and runs inside your own Snowflake account, so the data doesn't leave your environment. We connect the sources, you keep the keys.
- Leanne Moss NoneOkay, that helps. Our IT will ask that straight away. And what do you need access to, for the booking system?
- Hannah Lowe NoneRead access, set up with a service account that you create. I wouldn't want to promise more detail than that until I've seen how the booking system exports, so I'll check and write it down.
- Tom Ashdown NoneWhile Hannah's got that up, can I just say, we'd normally do this in stages. Pick the sources that matter most for the reviews, get those right, and add more later.
- Becky Lawton NoneThat makes sense. Honestly, bookings, tickets and the review notes would be enough to start with.
- Tariq Hussain NoneCan it do things like, which of my clients haven't been contacted for a while?
- Hannah Lowe NoneIf the contacts are recorded in a source we've connected, yes. It can only be as good as what's in there. Let me try it on the sample.
- Becky Lawton NoneMm. That's useful, that's really useful. Leanne, are you happy?
- Leanne Moss NoneHappy so far. I'd want to see the admin side properly before I say more. Who decides who gets in, for example.
- Hannah Lowe NoneWe can do that next time. I'd rather show it properly than rush it in the last few minutes.
- Tom Ashdown NoneSo, let's get something in the diary. Becky, can we say a second session next Monday, with you and Leanne, and Hannah does the admin and connector side?
- Becky Lawton NoneYes, please. Same time works for me.
- Leanne Moss NoneFine with me.
- Tom Ashdown NoneBrilliant. Leave that with me, I'll send the invite today. Hannah, you'll write up the source question for the booking system?
- Hannah Lowe NoneI will. Thanks, everyone.
- Becky Lawton NoneThanks all, that was great. Speak soon.
- Tom Ashdown NoneCheers, all. Have a good afternoon.
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