Kingdon Diagnostics / BB-Demo – Training
Callcompleted
Kingdon Diagnostics: documents · 2025-02-21 09:30
Callie Brennan trained Leanne Armstrong, who built three saved pages and a dashboard in a 89-minute session. Only a handful of the forty licensed users are active so far, and the admin worries about helpdesk field renames.
What was said
What this says
Current to 12 Oct 26Callie Brennan trained Leanne Armstrong, who built three saved pages and a dashboard in a 89-minute session. Only a handful of the forty licensed users are active so far, and the admin worries about helpdesk field renames.
What happened: Callie walked Leanne through search, chat, pages and dashboards, and Leanne built a reporting turnaround by trust page and checked answers against the helpdesk. Every check matched.
Customer view: Leanne said search brought back in one place what she normally goes to three places for. She said the freshness level was fine: they need it right, not live.
Commercial: Callie noted forty licensed users with only a handful active, and that dashboards are a Growth feature the customer has. Wider logins for contract managers are the adoption lever.
Watch: Ryan, the analyst and admin, is worried about what happens if the helpdesk renames fields. Callie asked to be told before a change, not after.
Themes
Current to 9 Oct 26Theme
Onboarding training session
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 sends Leanne Armstrong the setup note on 21 Feb 2025.
- Callie Brennan covers the admin side and connector mapping with Ryan, the customer's admin, on the Monday after the call.
- Leanne Armstrong picks which two or three contract managers get logins first.
Risks
Current to 9 Oct 26- Only a handful of the forty licensed users are active, so adoption is thin.
- A helpdesk field rename could break the connector mapping if BB-Demo is not told in advance.
Opportunities
Current to 9 Oct 26- Contract managers are likely to value the dashboards and could take logins once Leanne Armstrong names the first two or three.
- Leanne's three weekly questions are ready-made pages that show value to the wider team.
Transcript
Callie Brennan NoneMorning, Leanne. Can you hear me alright?
Leanne Armstrong NoneMorning, yes, loud and clear. Sorry, I'm just waiting for my screen to catch up. The laptop's been slow since the update last week.- Callie Brennan NoneNo rush at all. Right, so the plan for the next hour or so is this. First I'll show you where things live: pages, search and chat. Then we'll build the thing you actually care about, which is the view of reporting turnaround by trust. Then dashboards, and I'll leave you with a short setup note so you're not relying on memory. Does that suit?
- Leanne Armstrong NoneThat's perfect. To be honest I've only had a quick look so far. I logged in once, asked it something daft, and it gave me a sensible answer, which surprised me.
- Callie Brennan NoneHa, good. What did you ask it?
- Leanne Armstrong NoneWhich trust sent us the most referrals last month. I didn't really expect it to know.
- Callie Brennan NoneThat maps cleanly, because the referral data, the tickets and the invoices all land in the same place now. That's the whole point of what you bought. Let me share my screen. Can you see it?
- Leanne Armstrong NoneYes. Bit small, but yes.
- Callie Brennan NoneI'll zoom in. So, three ways in. Search is for when you know roughly what you want and you want the record. Chat is for when you have a question. Pages are where answers get saved so the next person doesn't ask the same thing. Let's start with search, because that's where most people feel at home.
- Leanne Armstrong NoneRight. So if I type a trust name in there.
- Callie Brennan NoneGo on, try it. Use one you know well.
- Leanne Armstrong NoneOkay, that's brought back referrals, a couple of tickets and an invoice. That's, well, that's what I'd normally go to three different places for.
- Callie Brennan NoneExactly. Now look at the filter on the left. You can narrow it to tickets only, or to one site. You've got twelve sites, so that's handy when someone asks why one scanner's reports are running late.
- Leanne Armstrong NoneMm. That is the question I get most. Someone at a trust rings up and says why has this taken so long, and I have to go and piece it together.
- Callie Brennan NoneSo let's try that in chat instead. Type it the way you'd say it to a colleague. Don't be formal.
- Leanne Armstrong NoneRight, I've put, which reporting tickets for that trust are still open and how long have they been open. It's thinking.
- Callie Brennan NoneGive it a moment. It's reading across the helpdesk records.
- Leanne Armstrong NoneOh, it's given me a list, and an age against each one. Can I trust that?
- Callie Brennan NoneGood question, and the right one to ask. Every answer has its sources underneath. Click on the first one. See, it shows you the ticket it came from. I never say it should be fine without checking, so check a couple against the helpdesk yourself today and you'll get a feel for it.
- Leanne Armstrong NoneOkay. That one matches. Let me check another. Yes, that matches too.
- Callie Brennan NoneLovely. Now, what I need from your side is a sense of which questions you ask every week, because those are the ones worth turning into a page.
- Leanne Armstrong NoneWell, turnaround by trust, obviously. Then anything over the target. And invoices that are waiting on a report being signed off, the contract managers always want that.
- Callie Brennan NoneGood, three pages then. Let's make the first one now, and you drive. Ask the question in chat, and when the answer looks right, there's a save button at the top.
- Leanne Armstrong NoneRight, I've asked it, and I think that's what I want. Where's the save, sorry?
- Callie Brennan NoneTop right, the little page icon. Give it a name that someone who's never seen it would understand.
- Leanne Armstrong NoneReporting turnaround by trust, weekly. Is that daft?
- Callie Brennan NoneNot daft at all, that's exactly right. And you've just built your first page. Let's have a break for two minutes, then dashboards.
- Leanne Armstrong NoneBack. Sorry, the kettle.
- Callie Brennan NoneQuite right. So dashboards. This is a Growth feature, so you have it, and it's the bit your contract managers will probably like best. It takes a saved question and turns it into a chart that refreshes every night.
- Leanne Armstrong NoneHow fresh is fresh? If I'm looking at it first thing on a Tuesday.
- Callie Brennan NoneThe nightly refresh is done by seven in the morning on working days, so by the time you're at your desk it's current as of the night before. It isn't live to the minute, so if someone closes a ticket at lunchtime you'll see it the next day.
- Leanne Armstrong NoneThat's fine. They don't need it live, they need it right.
- Leanne Armstrong NoneI've got a bar chart. It's, well, it's not pretty, but it's the right numbers, I think.
- Callie Brennan NonePrettiness comes later. Try switching it to a table and sorting by the oldest. That's the view you'd show a trust.
- Leanne Armstrong NoneYes, I like that. That's the one. Can the contract managers see it without me?
- Callie Brennan NoneThey can, once they have a login. You've got forty licensed users, and at the moment only a handful of you are using it. Ryan, your analyst, is the admin, so he can add people. I'm seeing him on Monday for the admin side.
- Leanne Armstrong NoneYes, he mentioned. He's keen to look at the connectors. I think he's a bit worried about what happens if the helpdesk changes how it names things.
- Callie Brennan NoneThat's a fair worry, and we'll cover it on Monday. If a field gets renamed, the mapping needs a look. Just tell us before it happens rather than after.
- Leanne Armstrong NoneI've made the third one, the invoices waiting on sign-off. It came out in one go, which felt suspicious.
- Callie Brennan NoneCheck it against two invoices, same as before. If it holds, you're fine. And honestly, that one's simple, it's a join between two things you've already got.
- Leanne Armstrong NoneBoth match. Right. I think I've got the shape of it. What do I do on my own between now and Monday?
- Callie Brennan NoneThree things. Use the three pages for real, in your normal week. Write down anything that gives you a wrong or odd answer, with the question you typed. And have a think about which two or three contract managers should get logins first. I'll send the setup note this afternoon with all of that written down.
- Leanne Armstrong NoneThat's great. I'll have a go with Chidi's, sorry, with the team's questions. I'll get them in a list.
- Callie Brennan NoneBrilliant. Thanks, Leanne, that was a really good session. Setup note to you today, and I'll speak to Ryan on Monday. Have a good weekend.
- Leanne Armstrong NoneYou too, cheers Callie. Bye.
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