Grisedale Search & Selection / BB-Demo – Onboarding
Callcompleted
Grisedale Search & Selection: documents · 2024-05-28 12:30
Onboarding call on 28 May 2024. CRM and complaints spreadsheet are loading, the fourth connector (call recorder) awaits written access, and Lauren is positive. Name matching and duplicate CRM records remain open.
What was said
What this says
Current to 11 Oct 26Onboarding call on 28 May 2024. CRM and complaints spreadsheet are loading, the fourth connector (call recorder) awaits written access, and Lauren is positive. Name matching and duplicate CRM records remain open.
What happened: Callie walked Lauren Pilkington and Nadia Bashir through connector status. The CRM maps cleanly, the complaints spreadsheet loads but some client names do not match, and the mailboxes are still building volume.
Customer view: Lauren reacted well to seeing open roles and complaints on one client page. She said it feels like it is going to be useful, more than most things they buy.
Commercial: The call recorder will be the fourth connector, which puts Grisedale at the Starter limit. Lauren declined a fifth source for now, so an add-on is possible later. Only the two customer contacts are really active against fifteen licensed users.
Watch: Adoption depends on the rollout to a first group of consultants, with Nadia as admin. Complaints logged outside the spreadsheet will not reach the brain, and duplicate CRM records are the customer's to merge.
Themes
Current to 9 Oct 26Theme
Onboarding and first refresh
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie to send Nadia the client name table the same day and the setup note by the end of the week.
- Nadia to confirm client names, flag duplicates and send invites on Thursday.
- Lauren to have IT email the call recorder access details so Callie can build the connector.
Risks
Current to 9 Oct 26- Only two people are really using the brain against fifteen licensed users until the first consultant group is invited.
- Complaints spelled differently in the spreadsheet, and duplicate CRM records, will give incomplete or doubled client pages until fixed.
- Call recorder connector depends on written access from the customer's IT colleague.
Opportunities
Current to 9 Oct 26- A fifth source would be a connector add-on if the customer wants it later.
- A successful first group of consultants could lead to wider rollout across the fifteen seats.
Transcript
Lauren Pilkington NoneHiya, sorry, am I early? Quick one before we start, actually. One of the consultants asked me this morning whether she can see a client's complaints next to their open roles. Can the consultants see that?
Callie Brennan NoneAfternoon, Lauren. Good opener. Short answer is yes, that's precisely what we're setting up, and I'll show you where we've got to on it in a few minutes. Nadia, can you hear me alright?
Nadia Bashir NoneYes, afternoon. I'm here. Just finishing a sandwich, sorry.- Lauren Pilkington NoneShe's always eating. Anyway, go on, Callie.
- Callie Brennan NoneRight, plan for the hour. First, where the first refresh has got to, source by source. Second, check the mapping, because I'll tell you what I've checked and what I haven't. Third, who gets invited and when, and what I leave with you so you can run it alone. Sound alright?
- Lauren Pilkington NoneSounds great. That'd save us hours already.
- Callie Brennan NoneOkay, sharing my screen. Can you both see the connector list? So the CRM is loaded. The written access came through from your colleague in IT, and the first refresh landed. That one maps cleanly, client accounts, contacts and open roles all line up with the fields we agreed.
- Nadia Bashir NoneYeah, IT sorted it in the end. Took a bit of nagging.
- Callie Brennan NoneThanks for the nagging, it made the difference. The complaints spreadsheet is in too, since Nadia moved it and locked the columns. That's loading fine, and the client names match the CRM for most rows.
- Lauren Pilkington NoneMost rows. Meaning what?
- Callie Brennan NoneMeaning there are some where the spreadsheet spells the client slightly differently, so a complaint doesn't attach to the account. I haven't mapped those yet, and I won't say they're fine until I've looked at each one. I'd like Nadia to confirm the right names, and then I'll fix the matching.
- Nadia Bashir NoneI can do that. Is it a long list?
- Callie Brennan NoneIt's short. I'll send it straight after the call as a simple table, wrong name on the left, your best guess on the right.
- Lauren Pilkington NoneBrilliant. Can I ask something daft? If a client's listed twice in the CRM, will the brain show them twice?
- Callie Brennan NoneNot daft at all, and yes it will, because it reads what's there. There are a few duplicate client records in the CRM. I can flag them to you, but merging them is your call, since it's your data and your CRM.
- Lauren Pilkington NoneRight. Nadia, put that on your list. We should've done that ages ago.
- Nadia Bashir NoneNoted. Everything's on my list. It's a long list.
- Callie Brennan NoneMailboxes next. The shared client mailboxes are connected, and Nadia, you gave me the opt-in list from the consultants. Those are loading but they're slower, so the volume is still building. I wouldn't judge the search on the mailboxes yet.
- Lauren Pilkington NoneThat's fine. Which brings me to the call recorder, which you wanted from me.
- Callie Brennan NoneIt does, yes. Before we switch on that refresh, what I need from your side is how it exports, and who can give us access in writing.
- Lauren Pilkington NoneSo I asked, and it can export. It's the phone system, as Nadia thought. The person who looks after it is the same colleague in IT. I'll ask them to email you the details directly, so it's written down.
- Callie Brennan NonePerfect, that's all I need. That's the fourth connector, so you'll be at the Starter limit. If you ever want a fifth source, it's an add-on, and we'd talk to Marcus about that rather than squeeze it in.
- Lauren Pilkington NoneNot now, I don't think. Let's get these four working first.
- Callie Brennan NoneSensible. Right, let me show you what the consultants will actually see. This is a client page. Open roles at the top, then recent mail, then complaints from the spreadsheet. Pick a client.
- Lauren Pilkington NoneTry one of the big ones, a finance client. Any of them.
- Callie Brennan NoneOkay. Here, open roles, and here, one complaint logged. That's the consultant's question answered, role and complaint on one page.
- Lauren Pilkington NoneOh, that's good. That's really good. So before a consultant rings them, they'd know. Can they ask it a question as well, like in a chat?
- Callie Brennan NoneYes. There's chat and search on Starter. Try typing, what has this client complained about.
- Nadia Bashir NoneIt's answering. It's got the one complaint. Wow, quick.
- Lauren Pilkington NoneTa, Nadia. See, I'd have asked someone who'd have said they'd find out. That's a day gone.
- Callie Brennan NoneThat's the point. Now, one caution. It's only as good as what's loaded, so if a consultant logs a complaint in a notebook and not in the spreadsheet, the brain won't know. That's a habit question, not a technical one.
- Lauren Pilkington NoneI'll sort that out. I'll tell them if it's not in the sheet it didn't happen.
- Callie Brennan NoneHa, perfect. So, users. You have fifteen licensed users. Only the two of you are really in at the moment. My suggestion is a first small group of consultants, a handful, picked by you, Lauren, with Nadia as admin. Let them use it for a week or so and see what questions they ask, then open it to the rest.
- Lauren Pilkington NoneYeah, I like that. I know exactly who'd use it, and who'd moan, but we'll start with the keen ones. Nadia, can you send the invites once Callie's cleared the names?
- Nadia Bashir NoneYes. Callie showed me how last time. I'll do it Thursday if the name list is sorted by then.
- Callie Brennan NoneI'll have the name table with you today, so Thursday is realistic. Let me show you one more thing, the connector status page, because it's how Nadia will know if something breaks. Each source has a last refresh time and a record count. If a count stays flat for days, something's gone wrong at the source.
- Nadia Bashir NoneI remember. Flat counts mean look at the source. And if IT change a password I reconnect it here.
- Callie Brennan NoneThat's it exactly. Good memory.
- Lauren Pilkington NoneCan I ask about training? Not you two, the consultants. Some of them struggle with anything new, and I won't leave them on their own with it.
- Callie Brennan NoneI'd suggest a short walk-through for the first group, half an hour. I can do that, and I'll record a few minutes for the ones who join later. After that, Marcus picks up the check-ins. I'll write all this into the setup note so it doesn't depend on my memory.
- Lauren Pilkington NoneBrilliant. Right, I need to run, I've got a client at two. Nadia, you've got the actions?
- Nadia Bashir NoneI have. Confirm the client names, flag the duplicates, send the invites on Thursday, and Lauren's emailing you about the call recorder.
- Callie Brennan NoneThat's the list. Me: the name table today, the setup note by the end of the week, and the call recorder connector once the access is in writing. Anything you'd like me to chase that I've missed?
- Lauren Pilkington NoneNo, I think that's it. This feels like it's going to be useful, which is more than I'd say about most things we buy.
- Callie Brennan NoneGlad to hear it. Thanks, both. Speak soon.
- Lauren Pilkington NoneTa, Callie. Bye.
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