Grisedale Search & Selection / BB-Demo – Training
Callcompleted
Grisedale Search & Selection: documents · 2024-06-06 15:15
Training call on 6 Jun 2024 with Nadia Bashir and Joe Mallinson. Search and chat worked on real clients and both liked it, but mailbox coverage is limited and few consultants have logged in.
What was said
What this says
Current to 11 Oct 26Training call on 6 Jun 2024 with Nadia Bashir and Joe Mallinson. Search and chat worked on real clients and both liked it, but mailbox coverage is limited and few consultants have logged in.
What happened: Callie showed search, chat and pages, and Nadia and Joe tried each on their own clients. Search surfaced a forgotten fee query email, and chat listed clients not contacted in a while.
Customer view: Joe said it was more useful than he expected. Nadia said finding lapsed clients would save hours compared with her spreadsheet.
Commercial: Nadia raised that seats are fifteen but hardly anyone has logged in. Joe and Nadia agreed to show it at a team meeting, with Lauren on board first.
Watch: The mailbox connector reads only shared inboxes, and widening it needs a written decision from Lauren. Chat over-read a polite email as a complaint, and candidates are out of scope.
Themes
Current to 9 Oct 26Theme
Training and adoption
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie to send the setup note the next day, including the mailbox question, the pages screenshot and admin details.
- Nadia to flag the mailbox question and the team meeting idea to Lauren.
- Joe to show the brain at a team meeting with a real finance client once Lauren agrees.
Risks
Current to 9 Oct 26- Hardly anyone beyond the two contacts has logged in, so value may not spread across the fifteen seats.
- Chat can overstate a complaint, so trust may suffer if answers are repeated to clients without checking sources.
- Mailbox coverage is shared inboxes only, so client histories can look thin.
Opportunities
Current to 9 Oct 26- Joe and Nadia presenting at a team meeting with a live client could drive wider adoption.
- Candidate records were raised as a possible later extension of scope.
Transcript
Callie Brennan NoneHello, can you both hear me alright? Good afternoon.
Nadia Bashir NoneAfternoon, yes, loud and clear. Joe's just grabbing a coffee, he said to start without him.- Callie Brennan NoneNo problem, I'll give it a minute. How's the week been, any better than the last one?
- Nadia Bashir NoneBusy. Lots of finance roles opening up and Lauren's been out with clients most of the time, so it's been me and the inbox.
Joe Mallinson NoneSorry, sorry, back to back since lunch. Afternoon both.- Callie Brennan NoneAfternoon Joe. Right, here's the plan for the next hour or so. I'll show you search first, then chat, then pages, and then you two try each one on your own clients while I watch. What I need from your side is a few real client names you'd actually look up on a normal day.
- Joe Mallinson NoneOkay. I've got three finance clients I deal with most, I can use those.
- Nadia Bashir NoneAnd I'll pick a legal one. Is that alright, or does it need to be somebody we've got open roles with?
- Callie Brennan NoneEither's fine, it just needs to be someone who's in the CRM and has had some emails. Right, I'm sharing my screen now. You should see the brain's home page.
- Nadia Bashir NoneYep, we've got it. That's the one we've been using, just the search box and the little chat panel.
- Callie Brennan NoneThat's it. Search is the simplest, so we'll start there. Type a client name and you get the account, the open roles, recent emails and any tickets or complaints, all in one list. Joe, go on, try your first one.
- Joe Mallinson NoneRight, typing it in. Oh, that's quite a lot. It's got the roles at the top and then, hang on, there's an email from last month about a fee query.
- Callie Brennan NoneGood, that maps cleanly. The fee query is coming from the mailbox connector, and the roles are from the CRM. Is that the right email?
- Joe Mallinson NoneYeah, that's the one. I'd forgotten about that, to be honest. I'd have gone in blind on the next call.
- Callie Brennan NoneThat's exactly what it's for. Nadia, same again with your legal client.
- Nadia Bashir NoneOkay. Mine's showing the account but only one email. Is that right? I'd have thought there'd be more.
- Callie Brennan NoneGood question. Let me check the date range on that one. Mm. So the mailbox connector only picks up shared inboxes at the moment, not individual ones. If the rest of the conversation is in someone's own inbox it won't be there.
- Nadia Bashir NoneRight, so that'd be the consultant's own emails. Can we change that?
- Callie Brennan NoneWe can, but it needs a decision on your side about whose mailboxes, and I'd want that in writing before I touch anything. I'll put it in the setup note as an open item.
- Joe Mallinson NoneI'd say that's one for Lauren really. She'll have a view on what the consultants are comfortable with.
- Callie Brennan NoneAgreed. Okay, let's move to chat. Same data, but you ask it in plain English. Try something like, which of my clients have complained recently.
- Joe Mallinson NoneSo I've put in, which of my finance clients have raised a complaint this quarter. It's thinking. Okay, it's come back with two names and it's quoting the emails.
- Callie Brennan NoneCheck the sources underneath the answer. Click the little link on the first one. That's where you can see whether it's got it right.
- Joe Mallinson NoneAh, that one's not a complaint, that's a client being polite about a late shortlist. It's picked it up a bit strongly.
- Callie Brennan NoneYes, and that's worth saying out loud. It's a fast first pass, not a verdict. Always open the source before you repeat it to a client. I'd rather you were a bit sceptical for the first few weeks.
- Nadia Bashir NoneThat's fair. So we shouldn't just paste what it says into an email.
- Callie Brennan NoneRight, not without looking. Okay, let's take a short break from me talking. I'd like you both to ask three questions of your own and write down anything that surprised you.
- Nadia Bashir NoneSorry, that took longer than I thought. I got a bit absorbed. Can I tell you what I found?
- Callie Brennan NonePlease do.
- Nadia Bashir NoneSo I asked it which clients we haven't spoken to in a while, and it gave me a list. Four of them I'd actually forgotten about. That'd save us hours, honestly, because I do that by hand from a spreadsheet.
- Joe Mallinson NoneMine was less good. I asked about a candidate and it gave me nothing. I assume that's because candidates aren't in there.
- Callie Brennan NoneCorrect, and that's by design for now. It's client accounts, open roles and complaints. Candidate records stay in your own system. If you want that to change it's a conversation for later, not today.
- Joe Mallinson NoneFine by me. I'd rather it did the clients well.
- Callie Brennan NoneGood. Now pages. These are saved views you can set up once and share, so for example one page per client with everything on it. Let me build one live. Nadia, give me a client.
- Nadia Bashir NoneUse the legal one again, the one with the thin email history.
- Callie Brennan NoneSo I've named it, added the account summary, the open roles and a section for complaints. Now you can share the page link with a colleague and they see the same thing.
- Joe Mallinson NoneCan the others edit it, or just look?
- Callie Brennan NoneYou choose. By default I'd leave it view only and let the owner of the page edit, otherwise you'll end up with three versions of the truth.
- Nadia Bashir NoneHa, we have enough of those already.
- Callie Brennan NoneRight. Over to you again. Build a page for one of your own clients, and I'll stay quiet unless you get stuck.
- Joe Mallinson NoneOkay, I've done one. It took a bit, I couldn't find where to add the complaints section. Then I saw it, it's under the plus sign.
- Callie Brennan NoneThat's the one everybody hunts for. I'll add a screenshot of it to the setup note.
- Nadia Bashir NoneMine's done too. Quick question though. Right now it's mostly the two of us looking at this. How do we get the other consultants in? We've got the seats, fifteen of them, but hardly anyone has logged in.
- Callie Brennan NoneThat's the real question, and it's not a technical one. In my experience it's one or two people showing it in a team meeting with a live client, not a demo of features. Joe, would you be happy to do that with one of your finance clients?
- Joe Mallinson NoneI could. If it's ten minutes, and I use something real. I'd want Lauren on board first though, she'll want to say it's coming from her.
- Nadia Bashir NoneYeah, I'll flag it to her. She's usually keen on anything that cuts down the chasing.
- Callie Brennan NoneLovely. Let me recap what I'm taking away. One, the mailbox question for Lauren, whose inboxes if any. Two, the screenshot for the pages note. Three, you two are going to show it at a team meeting. Anything I've missed?
- Nadia Bashir NoneI think that's it. Oh, and could you send the setup note over so we've got something to point people at?
- Callie Brennan NoneYes, I'll send it tomorrow, with the three things above in it, and your admin details so you can add people yourselves. I don't want you relying on me for that.
- Joe Mallinson NoneAppreciated. This was more useful than I expected, to be honest.
- Callie Brennan NoneGood to hear. Right, we've got a bit of time, so shall I show you how to check when the last refresh ran? It's useful for when a number looks off.
- Nadia Bashir NoneYes please, I did wonder about that.
- Callie Brennan NoneSo that's the refresh status. If it ever says it's behind, raise a ticket and we'll look. Otherwise it should be done each morning before you're at your desks.
- Nadia Bashir NoneBrilliant, thank you. That makes a lot more sense now.
- Joe Mallinson NoneCheers Callie, that's really helpful.
- Callie Brennan NonePleasure, both of you. Setup note tomorrow. Speak soon, and have a good evening.
- Nadia Bashir NoneYou too, bye.
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