Fairhallow Travel / BB-Demo – Training
Callcompleted
Fairhallow Travel: documents · 2025-02-25 12:15
Callie Brennan trained Tariq Hussain and Leanne Moss on search, chat, pages, dashboards and admin. Tariq found a bookings and tickets pattern on his own client within minutes. Wider rollout across the account team was still to follow.
What was said
What this says
Current to 11 Oct 26Callie Brennan trained Tariq Hussain and Leanne Moss on search, chat, pages, dashboards and admin. Tariq found a bookings and tickets pattern on his own client within minutes. Wider rollout across the account team was still to follow.
What happened: Callie ran the session on Fairhallow Travel's own data. Tariq built a client review page and spotted a dip in bookings that matched a rise in tickets.
Customer view: Tariq had not used the product before and was quickly convinced. Leanne called the session really useful.
Commercial: Forty licensed users on Growth and an unused dashboards builder leave clear headroom. Callie advised adding the rest of the account management team in small groups.
Watch: Only two people attended, so adoption depends on Tariq and Leanne carrying it to colleagues. Leanne was shown how to spot a flat connector and a late refresh.
Themes
Current to 9 Oct 26Theme
Growth tier training
Importance
neutral
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 the Monday checklist and a recap after the call.
- Tariq to build two dashboard charts and share the hospitality client page with Becky.
- Callie to ask both attendees in a fortnight what has been useful.
Risks
Current to 9 Oct 26- Only two people attended, so wider adoption depends on them bringing the rest of the account team in.
Opportunities
Current to 9 Oct 26- Forty licensed users and an unused dashboards builder leave room to grow usage across the account management team.
- Tariq's own-client page gives a repeatable example for other account managers.
Transcript
Callie Brennan NoneHello, hello. Can you both see my screen? Tariq, I can see your tile but no camera, is that deliberate?
Tariq Hussain NoneHi, sorry, just a second. I'm in a meeting room and the camera's being funny. Audio's fine though. Is that okay?- Callie Brennan NoneAudio's all I need. Hi Leanne, how's the week going?
Leanne Moss NoneBusy, but good. It's quiet in the office at lunchtime so I thought this was a decent slot.- Callie Brennan NonePerfect. So, the plan for the next hour or so. I'll show you the four things you'll use most: search, chat, pages and the dashboards builder. Then Tariq, I want you to try it on one of your own clients while I watch. Leanne, we'll finish with admin: users, connectors and what to check if something looks stale. Sound good?
- Tariq Hussain NoneSounds good. I've not really looked at it before, to be honest. Becky said it would help with the quarterly reviews.
- Callie Brennan NoneIt should. Let's start with search, because it's the simplest. I'm typing a client name. You see it brings back everything: the CRM account, the tickets, the bookings. All under one result.
- Tariq Hussain NoneOh, that's quick. Normally I'd have three tabs open for that.
- Callie Brennan NoneThat's the idea. Now chat. You ask it in plain English. Let me type: how many service tickets did this client raise last quarter, and how many were marked urgent?
- Leanne Moss NoneIt's thinking.
- Callie Brennan NoneIt does that for a few seconds, yes. There. It gives you the answer and, underneath, the tickets it used. Always look at those, so you know where the answer came from.
- Tariq Hussain NoneSo if it's wrong I can see why?
- Callie Brennan NoneMostly, yes. If the underlying records are stale or mismatched, the answer will be wrong in a confident way, so it's worth a glance. Leanne, I'll come back to that in the admin part.
- Leanne Moss NoneOkay. Can I ask, does it remember what you asked before? Like, if Tariq asks something and I ask a follow-up?
- Callie Brennan NoneWithin one conversation, yes. Between people, no, each person has their own history. But you can save a good answer to a page and share that.
- Tariq Hussain NoneRight. Which is what, a page?
- Callie Brennan NoneA page is a saved view that can mix text, answers and charts. Think of it as the document you'd take into a client review. I'll build one now. I'll call it Client review, and I'll pull in the booking summary, the open tickets and the account notes.
- Tariq Hussain NoneCan I do that with my own client? I've got a review with a hospitality client coming up.
- Callie Brennan NonePlease do. Share your screen if you like, or just tell me what you're doing and I'll talk you through.
- Tariq Hussain NoneOkay, sharing. Is that showing?
- Callie Brennan NoneYes, I can see it. Go to Pages, new page, and give it the client name.
- Tariq Hussain NoneDone. And now?
- Callie Brennan NoneAdd a block, choose Ask, and type what you'd want to know before the review. Start simple.
- Tariq Hussain NoneOkay, I've asked for the number of bookings by month this year and it's given me a table. That's right, that's about what I'd expect.
- Callie Brennan NoneGreat. Now ask for tickets raised over the same period and put them on the same page.
- Tariq Hussain NoneHuh. There's a spike in the middle. Bookings went down and tickets went up, same month.
- Callie Brennan NoneThat's exactly what you'd want to bring up with the client. Do you remember what happened that month?
- Tariq Hussain NoneThey changed their booking tool. We had a lot of calls about it. I'd forgotten, but it makes sense.
- Leanne Moss NoneThat's something that would've taken you an afternoon with spreadsheets.
- Tariq Hussain NoneLonger, honestly.
- Callie Brennan NoneGood. Now the dashboards builder. It's on your Growth tier, so you've got it. Think of it as the same idea, but with charts that refresh on their own. Let me show you the one I've set up, and then you can copy it.
- Tariq Hussain NoneThat's a lot of options. Do I need all of them?
- Callie Brennan NoneNo. Start with two charts, bookings over time and tickets over time, filtered by client. That's all that most account managers need to begin with.
- Tariq Hussain NoneOkay. I'll try that this week, before the review.
- Callie Brennan NoneDo. And if it doesn't look right, tell me or Leanne rather than ignoring it. Now Leanne, admin. Can you share on your side?
- Leanne Moss NoneSharing. I'm in the admin area.
- Callie Brennan NoneYou'll see Users first. You've got forty licensed users, so there's plenty of room. Adding someone is a name and an email, and they get an invite. I'd add the rest of the account management team over the next week or so, in small groups, so you can answer their questions.
- Leanne Moss NoneOkay. And connectors?
- Callie Brennan NoneThat's the next tab. Each one shows when it last loaded and how many records came in. What you're looking for is a number that stays flat for days. That usually means a source has changed, a password expired or someone's altered a field name.
- Leanne Moss NoneOkay, so if it's flat, I ask who changed something.
- Callie Brennan NoneExactly. And then raise a ticket if you can't find it. The refresh should complete before seven each weekday morning, so if the numbers are still old by nine, something's up.
- Leanne Moss NoneRight. Can I write that down somewhere?
- Callie Brennan NoneIt's in the setup note, and I'll add a short checklist at the bottom. Three things to check on a Monday morning. I'll send it after the call.
- Tariq Hussain NoneCan I ask one more thing? If I save a page, can Becky see it, or only me?
- Callie Brennan NoneOnly you, until you share it. There's a share button top right, and you pick people or the whole team.
- Tariq Hussain NoneGreat. Then I'll share the hospitality one with her once it's tidy.
- Callie Brennan NoneBrilliant. That's us. I'll send the checklist and a short recap of today, and I'd like you both to tell me in a fortnight what's been useful and what hasn't. Thanks, both.
- Leanne Moss NoneThanks Callie, that was really useful.
- Tariq Hussain NoneYeah, cheers. Bye.
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