Pentreath Cold Chain / BB-Demo – Training
Callcompleted
Pentreath Cold Chain: documents · 2024-02-13 14:00
Training call on 13 Feb 2024. Wes Jago was nervous about trusting the brain, then found his order, ticket and contract clause on one page. Two gaps were stated: no logger readings and no accounting connector yet.
What was said
What this says
Current to 11 Oct 26Training call on 13 Feb 2024. Wes Jago was nervous about trusting the brain, then found his order, ticket and contract clause on one page. Two gaps were stated: no logger readings and no accounting connector yet.
What happened: Callie Brennan trained Wes Jago and Dan Hosken on search, chat, client pages and the dashboards builder. A missed ticket was traced to a wrong category and a filtered view, not a failed refresh.
Customer view: Wes began by saying he had been told this before and then not trusted it. After the unfiltered search he said that was what he had spent the morning doing by hand.
Commercial: Wes asked for a client page for each pharma client, and the dashboards builder is included in the Growth tier. Dan will try a depot dashboard.
Watch: logger device data is not connected and the accounting connector is waiting on access, so invoices will not show on client pages. Dan is chasing finance.
Themes
Current to 9 Oct 26Theme
Training and early trust
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 Brennan to send the setup note with the category tip, the saved search and the two gaps.
- Dan Hosken to try the depot dashboard and report on the unassigned count.
- Dan Hosken to chase finance for accounting connector access this week.
Risks
Current to 9 Oct 26- Logger readings are not connected, so excursion detail still needs the logger system.
- The accounting connector is waiting on customer access, so invoices are missing from client pages.
- Mis-categorised tickets can be missed in filtered views until categories are tidied.
Opportunities
Current to 9 Oct 26- Client pages for each pharma client can be copied from the example page.
- Dashboards builder use by Dan Hosken could deepen adoption on the Growth tier.
Transcript
Callie Brennan NoneAfternoon, Wes. Afternoon, Dan. Can you hear me? I'm going to share in a second.
Wes Jago NoneHi, yeah. I can hear you. Bit of an echo, hang on, let me put my headphones in.
Dan Hosken NoneAfternoon. I'm here, I'll mostly be watching, but shout if the admin side comes up.- Wes Jago NoneRight, that's better. Sorry. Callie, can I say something before we start? I'm a bit nervous about this, to be honest.
- Callie Brennan NonePlease do. What's on your mind?
- Wes Jago NoneI've got a pharma client who had an excursion on Friday, and I spent most of the morning pulling the ticket, the order and the contract clause together by hand. If this is going to do that for me, great. But I've been told it before and then not trusted it.
- Callie Brennan NoneThat's fair, and it's exactly the right thing to test. So here's the plan for the next hour and a bit. We'll start with search and chat on your real tickets, then the client pages, then the dashboards builder, and then we'll spend time on what it can't see yet, so you know where to double check.
- Wes Jago NoneI like that last bit. Honest.
- Callie Brennan NoneI'd rather you trusted it for the right reasons. Okay, sharing now. You should see the home screen.
- Dan Hosken NoneYes, I can see it.
- Wes Jago NoneSame.
- Callie Brennan NoneStart with search. Type the client's name, the one with Friday's excursion. Don't use anything clever, just the name.
- Wes Jago NoneOkay. Typing it. Right, it's giving me tickets, an order list and a couple of documents.
- Callie Brennan NoneGood. Now look at the newest ticket. Is Friday's one at the top?
- Wes Jago NoneNo. That's the problem. The top one is from the week before. Friday's isn't here.
- Callie Brennan NoneOkay. Don't worry, let's not guess. When did you raise Friday's ticket, roughly?
- Wes Jago NoneFriday afternoon. Late, about four.
- Callie Brennan NoneThen it may simply be that the nightly refresh hasn't picked it up. Let me check when the last refresh completed. Dan, can you see the status page on your admin view?
- Dan Hosken NoneYeah, give me a second. Right. Last completed refresh was this morning, and it says the helpdesk connector finished. No errors.
- Callie Brennan NoneSo it ran. Which means it should have Friday's ticket. Hm. Let me look at the ticket category.
- Callie Brennan NoneGot it. Friday's ticket was logged under a different category, a general complaint rather than temperature excursion, and my search filter on the page was set to excursions only. So it's there, it just wasn't in the view I'd put you in.
- Wes Jago NoneRight. So that's a me problem, sort of. I mean, I categorised it wrong.
- Callie Brennan NoneNot a problem, but it's worth knowing. If the category's wrong, the filtered view will miss it. Without the filter, search finds it straight away. Try again, no filter.
- Wes Jago NoneThere it is. Order, ticket, contract clause, all on one page. Okay. That's what I spent the morning doing by hand.
- Dan Hosken NoneWe could add a rule to flag general complaints that mention the logger or temperature. Is that something I'd set up, Callie?
- Callie Brennan NoneIt's something you could do with a saved search, yes, and I'll show you in the admin section before we finish. I wouldn't automate the category itself, that's a decision for your team.
- Wes Jago NoneCan I ask something else? I'm worried about the two tickets we'd had flagged as high priority recently. Are those in here, properly? Because one of them was a pharma client and I got shouted at.
- Callie Brennan NoneLet's look. Search for high priority, last month.
- Wes Jago NoneTwo results. One's the sync issue Dan mentioned before, and the other is the pharma one.
- Callie Brennan NoneGood. And you can see the timeline on each, when it was raised and when it was first answered. That's worth getting into the habit of using, because it gives you the facts before the conversation with the client.
- Wes Jago NoneYeah. Kerensa always said that. Facts first.
- Callie Brennan NoneNow chat. This is the part people either love or distrust. Ask it something specific. Something you'd actually ask a colleague.
- Wes Jago NoneOkay. What did we promise this client about temperature records in the contract?
- Callie Brennan NoneRead me the answer, and then show me the source underneath it.
- Wes Jago NoneIt says records must be kept and supplied on request, and it links to the contract document. Clause is quoted. That's right, I think. I'd want to read the clause myself.
- Callie Brennan NonePlease do. That's the right instinct. The chat answer is a pointer, the clause is the evidence. Always click through for anything you're going to put in front of a client.
- Dan Hosken NoneThat's useful to hear. I'll make sure the other users get told that.
- Callie Brennan NoneLet's move to the client pages. These pull the tickets, orders and contract review dates together. I've built one for your largest food client as an example. Have a look through it.
- Wes Jago NoneRight, so this is the view I'd use before a review. Orders down the side, excursions by month, and the contract date at the top. That's good. Can I have one of these for each of my pharma clients?
- Callie Brennan NoneYou can. I'll show you how to copy this page and swap the client. It takes a couple of minutes each.
- Callie Brennan NoneDashboards builder next. You're on Growth, so you have it. Dan, this one's more for you, but Wes, it's worth seeing what's possible.
- Dan Hosken NoneRight. So I could build a monthly view of excursions per depot, if the depot field is filled in.
- Callie Brennan NoneExactly, and as we said on the onboarding call, the older tickets without a depot will show as unassigned. It'll be honest about that rather than guess.
- Wes Jago NoneHang on, if older ones are unassigned, will that make the numbers look worse than they are?
- Callie Brennan NoneIt won't change the total, only the split. I'd put a note on the dashboard saying so, so nobody reads it the wrong way.
- Callie Brennan NoneLast bit, what it can't see. At the moment, nothing from the logger devices themselves is connected. So the brain knows a ticket says there was an excursion, but not the actual readings. For that you still go to the logger system. And the accounting connector is still waiting on access, so invoices won't show up on the client pages yet.
- Wes Jago NoneOkay. I'm glad you said it. I'd have assumed it all came through.
- Callie Brennan NoneThat's why I said it. I'll put both in the setup note so nobody assumes.
- Dan Hosken NoneI'll chase finance again this week. I've got the note you sent.
- Callie Brennan NoneSo to finish. I'll send the setup note with the category tip, the saved search for general complaints, and the two gaps. Wes, you've got a page for your pharma clients to copy. Dan, you'll try the depot dashboard and tell me if the unassigned count looks odd.
- Wes Jago NoneYes. And I'll tell the others to use search without the filter until we sort the categories. Thanks, Callie, that was more useful than I expected.
- Dan Hosken NoneThanks. I'll be in touch once the access comes through.
- Callie Brennan NoneBrilliant. Thanks, both. Speak soon.
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